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:

First Class Shipping, 2-3 working turnaround, £5 or free for orders over £150.

£8 Next Day Tracked, orders must be placed on weekdays before 12pm for guaranteed next day delivery

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 or exchanges, 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. 

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.

Returns portal

If you would like to move forward with your return or exchange you can access our returns portal, it’s an interface to support any requests and can also create a postal label. 

1. Visit the portal HERE, enter your order number and press start. Your order number can be found on your confirmation email. 

2. Select the item(s) that you would like to return, exchange or take store credit for and tell us the reason. Please note that we offer a 10% increase in the gross cost of your original order if you choose the credit option instead of full refund. This credit has no expiry date and can be redeemed in store and online. 

3. Once you have made your choices, UK customers will generate a Royal Mail returns label for a cost of £5 and overseas customers will generate a label with UPS for a cost of £12.

4. Pack the items back into the box and either attach the pre-paid label or show the QR code at the drop point for scanning.

5. If you are using the QR code, a pre-paid returns label will be printed by the Post Office/drop point and attached to your parcel and you will then be provided with a tracking receipt.

6. And that’s it, we will look after the rest. As soon as your items arrive back with us we will process your exchange or refund for you. 

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.