Customer Service

Check out the FAQs below to see if they answer your question. If talking to a human is more your thing, you can reach us via hello@flaxlondon.com or by calling +4420 7117 2607.

How can we help?

FAQ

Shipping, Returns & Exchanges

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our team has received your order. Once your order is fulfilled, you will receive an email notification with any relevant tracking information. Shipping fees are non-refundable in the case of returns.

What's the deal for exchanges & returns?

If the item you ordered isn’t quite right, you can exchange or return as long as it’s in the same condition as when it was received. Please send items with a note of your name, order number and any exchange/return details to:

Flax London Ltd, Building 7, Second Floor, Studio 23, Vanguard Court, London, SE5 8QT

If you have any questions, please send an email to hello@flaxlondon.com

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply and will be added at checkout, depending on the destination country. Customs and import duties apply as per the rules and regulations of each individual country.

Are prices inclusive of VAT?

Yes - all prices shown on the website are inclusive of UK VAT (20%).

Making an Order

Having trouble with sizing?

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes on each individual product page.

We're also good at making recommendations based on height, chest size and fit preference. Reach us at hello@flaxlondon.com

What if the item I want is out of stock?

You can enter to your email on the relevant product page and you'll be sent an email notification when the specific item you're after is back in stock.

Can I cancel my order?

Yes. If you decide you need to cancel your order for whatever reason, get in touch with us and we can cancel it for you. So long as the package hasn't already gone out, that's all you need to do.

Free Repairs & Repurposing

Got something in need of repair?

We offer free collection and repairs on any Flax London item in need of attention. Please send an email to repairs@flaxlondon.com with:

(1) Details of what needs fixing

(2) Collection address

(3) Mobile number

(4) Preferred day for courier collection

What happens if an item is beyond repair?

We have an Exchange Programme for the clothes that have been loved and worn to the point of no possible repair. In the event a repair just won't cut it, we offer a 20% discount on a replacement product in exchange for the item in question.

We will repurpose the workable fabric to inject a bit more circularity into our production process. It might end up being used as pocket lining in a new product or repurposed into aprons, tote bags, or other patchwork items.

Have questions about your order, or a general enquiry?