Shipping Policy

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

The shipping options given at checkout are:

Royal Mail Tracked, 2-3 working turnaround, £7.

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

International Shipping, £15

Returns and Exchanges Policy 

We hope you love your purchase, however, if you change your mind any unwanted items can be exchanged or returned within 30 days of your order’s delivery date. All returned items must be in their original, unworn, unwashed condition, including all tags. We do not offer free returns, instead the customer must cover the cost of postage, a postage label will be generated within our returns portal (more information below). However, please note, for exchanges the new item dispatched from our distribution centre will be sent free of charge. 

Please note all items purchased in an archive sale are non-refundable. However, if the fit or colour isn't quite right we can offer an exchange for store credit.

As a first port of call, we’ll do our best to address any concerns you might have about your item(s). Please send an email to flax@flaxondon.com with any questions you have – you will receive a reply from one of our small team, addressing your specific queries. Never automated advice. If we don’t have what you’re looking for online, there’s a good chance we have it at our shop, so we will do our best to make the desired exchange happen.

If you have any questions or issues making a return please contact flax@flaxlondon.com

Returns portal

If you’re a regular customer of ours you may know that we normally use a portal for all returns and exchanges, however, due to our extended Christmas exchange period to January 31st, we need to process all return and exchange requests manually, so please email flax@flaxlondon.com instead.

We also accept online returns and exchanges in our Notting Hill store without the use of our portal. Please send an email to flax@flaxlondon.com if you have any questions about this process.