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.

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FAQ

Care, wear and styling

Shirts (Signatures, Grandpas and Long Sleeve Smocks)

Your shirt will shrink 3-4% in its first wash, which is something we build into our sizing.  It should feel fractionally big and long when it's first tried on.  If you wouldn’t want it any smaller, then we’d recommend sizing up. The shirt might feel a little bit crisp after its first one or two washes. That's just the beginning of the break in process. Once you get beyond 4-5 washes, it will just get softer and softer and take on a unique patina which reflects how its worn. 

Care tips

- Wash at 30 degrees or less. No tumble drying. 

- Give it a good shake before drying on hanger.

- Iron inside our while still a bit damp.

Wear tips

- Wear 4-5 times between washes. 

- Try a wool roll neck under a Heavy Linen Shirt.

- The Heavy Linen tucks very well.

Railway Jackets (Midweight and Heavy)

As you can feel, your Jacket starts its life fractionally stiff. The collar, which stands quite proud when the jacket is fresh off the pressing machine, will relax soon after you start wearing it. As will all the fabric. Like a good selvedge denim, the Jacket will go through a breaking in process that truly makes it yours, as it moulds to your particular shape. The softening of the fibres also has the effect of relaxing the fit of the jacket ever so slightly.

Care tips

- Dry clean only. As rarely as possible.

- Spot clean small stains with a damp cloth.

- Can be pressed or ironed.

Wear tips

- Linen on linen is a look we fully endorse.

- It also looks great over a jumper or even just a t shirt.

- Use the functioning cuffs for a single cuff roll.

Harrington Jackets

Like the Railways, the fabric we use in the Harrington Jacket starts its life fractionally stiff. But a few weeks of wear will start of wearing in process that sees the fibres of the linen relax and soften. Like a good selvedge denim, the Jacket will go through a breaking in process that truly makes it yours, as it moulds to your particular shape. The softening of the fibres also has the effect of relaxing the fit of the jacket ever so slightly.

Care tips

- Dry clean only. As rarely as possible.

- Spot clean small stains with a damp cloth.

- Can be pressed or ironed.

Wear tips

- Linen on linen is a look we fully endorse.

- Pairs really well with higher waisted trousers. 

- Collar up to channel your inner 70s chic.

Bomber Jackets

The Stonewashed Linen we use for the Bomber Jacket is a special one. It will break in beautifully, giving your jacket a soft elegance that only enhances the timeless legacy of the classic blouson style. We like to wear our Bombers with that fractionally slouchy feel, but it can be pressed if it needs a freshen up after being at the bottom of your bag. Ideally, through a tea towel or something similar to avoid any chance of a sheen from the iron. 

Care tips

- Dry clean only. As rarely as possible.

- Spot clean small stains with a damp cloth.

- Can be pressed or ironed.

Wear tips

- Wear over a Grandpa Shirt for the clean look. 

- But don't discount a collared shirt for something smarter. 

- Pair with Patch Pocket Trousers for the linen suit.

Patch Pocket Trousers

Your Patch Pocket Trousers have a relaxed fit with a subtle taper below the knee. They’ve been designed to be worn fractionally higher on your hips than you might wear a pair of jeans.We recommend wearing them there to get the full, flattering drape of this particular design. Put a couple of rolls in the bottom for a more cropped look. They are also easily altered by any local tailor. 

Care tips

- Wash at 30 degrees or less. No tumble drying. 

- Give it a good shake before drying on hanger.

- Iron inside our while still a bit damp.

Wear tips

- Wear them higher on your hips. 

- Use the side fasteners to get the perfect fit.

- Looks surprisingly good with a pair of boots.

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.

Shipping options given at checkout are...

Free First Class Shipping, 2-3 working turnaround

£5 Next Day Tracked, orders must be placed on weekdays before 12pm for guaranteed next day delivery

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. We do not offer free returns. Please send items with a note of your name, order number and any exchange/return details to:

Flax London, Retail Distribution
PO Box 13071
Brentwood, CM14 9TL

For exchanges, please place another order through our online store and return the unwanted item to the above address for a refund.

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?