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Can I track my delivery?

We provide a unique tracking reference number for every processed order. You can find your number in your order history, and then use it to track the progress of your shipment.



We also provide your tracking reference number in the dispatch email we send to you when your parcel has been dispatched from our warehouse. Along with the number itself, we provide you with a link to the appropriate section of the courier's website.


Couriers deliver between 07:30 and 21:00, in most areas, and will require a signature to ensure safe receipt of your goods. If you are not available to collect and sign on the courier’s first visit they can be asked to leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain). A calling card will be posted through your door to let you know this has been done. 


The couriers will attempt re-delivery up to a maximum of three (3) times and if delivery is not successful after the third attempt they will return the goods to us and we will issue a refund. We reserve the right to re-charge the delivery cost for re-delivery.


For further information or if you’re running into trouble you can email our Customer Services team who will help look into this for you.


Why has my order not been delivered, but instead returned to you?

Sorry to hear you haven't received your order.


When an order is out for delivery our delivery partners will attempt to deliver it 3 times. If they can't deliver it, the order is returned back to us for a refund.


Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.


Occasionally, an order gets damaged in transit and can't be delivered.


You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.

Return to Sender

Our delivery partners will attempt to deliver your order three times. 


If for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us. 


Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again but will be refunded in full once the warehouse team has processed it. 


If you require the items, we would ask you to place a new order.

Why has my order been cancelled?

There are a few different reasons why we cancel an entire order. The most common reason is that the billing address details provided by the customer do not match the details that the customer's bank has on record for them.


Please make sure that the billing address you provide when you order is the address that your credit card is registered to. Unfortunately, once an order has been cancelled, it cannot be reactivated. If you’d like to try placing a new order, make sure all of your address details are correct. For more specific details about the error that your order ran into, please refer to the cancellation email that we've sent to you.

I'm missing item(s) from my order

There are a few different reasons why you could be missing item(s) from your order. The most common reason is that an item(s) is currently out of stock and has been cancelled. If this is the case, we will send you an email to confirm the cancellation has taken place. 


As we do not capture your authorised payment until your parcel has been dispatched, the cancelled item will not be charged, and your authorised amount will be revised to reflect this.


From time to time some orders can also be split into two parcels. If this is the case, you will be sent your dispatch email with two tracking references. It is possible that one parcel can be delivered quicker than the other, therefore, we kindly ask that you wait until your delivery timeframe has passed before contacting customer service. 

*Please note, if your order has been split into two parcels, you will only be charged one postage cost.

Can I return an item?


Wrong gear, or a dodgy fit? Return your products within 28 days of purchase for a refund or exchange.

Here are our top recommendations for a successful return:

  • In most cases, creating a new order and posting us your goods for a refund is quicker than requesting an exchange
  • We can’t exchange goods if you’re outside the UK, sorry! Instead, request a refund and create a new order
  • We’ll need the items in their original condition, along with any packaging and labels
  • Send the return via Royal Mail or an alternative courier, it’s your choice!
  • If you’re in the UK, our exchanges are free
PLEASE BE AWARE THAT WE DISPATCH ITEMS FROM MULTIPLE WAREHOUSES AND THEREFORE WE ADVISE THAT YOU CHECK THE RETURNS FORM ATTACHED TO THE DISPATCH EMAIL WE SENT YOU TO ENSURE YOU ARE RETURNING THE PRODUCT TO THE CORRECT WAREHOUSE

Please fill in the the returns form that was attached to your dispatch confirmation email and include it in your return.  If you need another copy of the form please contact us.

 

The small print

Include your free items in order to get a refund. If you’re looking for a refund for a product that came with a free item, we’ll need both items returned to issue a refund.


To our valued customers outside the UK

For any returns, you’ll have to pay the postage yourself. We’re also unable to return any customs charges incurred when the package was brought into your country.


It's also worth noting that if you refuse any parcels upon delivery, we’ll get you a refund minus any customs charges when those goods are brought back into the UK.


Faulty or defective items

You may return faulty goods for replacement, exchange or refund up to 30 days after you receive them. After that period, and up to six months, we’ll only be able to offer you a replacement.

To qualify as faulty or defective, the item will meet one or more of the criteria:

  • Has a manufacturing fault beyond typical wear associated with the product
  • Isn’t fit for purpose it’s been supplied for
  • Doesn’t match the descriptions or models shown to you at the time of purchase

Consumer rights websites such as Money Saving Expert have more detailed explanations of your rights when returning faulty goods.

We’ll professionally evaluate returns for processing as soon as we can, but please make sure they’re clean and dry! We reserve the right to refuse to inspect items that are just too dirty or wet.

For more information on our returns policy please read our full terms and conditions


Posting your items

Let us take the pain out of returning your items. If you hit any problems, feel free to get in touch


Return with Royal Mail or other couriers

  1. Complete a returns form. You can find it attached to your original invoice email . Then, repackage the item(s) securely and enclose the returns form.
  2. Attach the returns address label to your parcel and send to the address shown.

We’d recommend you send via a recorded service as we can’t accept responsibility for anything lost in transit. When returning an item, we are unable to reimburse the postage cost.

 

My order has been cancelled, but it appears that I have still been charged?

When you have entered your payment details and placed an order on our site, your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.


As soon as we cancel an order we automatically send information to your bank to ask them to release any outstanding authorisation. This process can take up to five days depending on your bank's procedures. For orders placed from overseas this may take longer. Please contact your bank for further details if you are still not seeing this amount released after five days.

Wrong Item Received

We are sorry you have received an incorrect item.


Please contact us and a member of our team will help you arrange for the item to be returned, to either exchange it for the correct one or refund you.


Thank you for your patience while we put this right.

I think part of my order is missing. Is it on its way?

Sometimes, if you placed an order for multiple items, your goods will be placed in separate packages and delivered on different dates. So, the first step to take would be to check your emails from us to see if any of your items will be arriving separately. You will not be charged any additional postage costs.


If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.


If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.

Why have items been cancelled from my order?

Sorry you haven't got your full order.


If an item(s) is cancelled from your order it is most likely the item you selected was out of stock when we were packing your order. You will receive an email to confirm this, and you have not been charged for it.

Return – online

For items purchased online, you can send them back for a full refund within 28 days, provided it has not been used or fitted, and is returned with any packaging that form part of the goods with a valid proof of purchase.

If your item is faulty, please complete and include the returns form with your goods when sending it back to us. Please retain your proof of postage as we will need that to reimburse you the cost of the return for the faulty items. This will be done once the return has been processed.

Here's the return address:

Flannels

Customer Returns
Unit D
Brook Park East
Shirebrook
NG20 8RY


 

For yours and our safety; if your items are glassware or crockery, please email pictures to us and don't send anything back until we've been in contact with you.

For any returns, the original packaging and swing tickets, where applicable, need to still be in place.

Please note: Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery.


Return – in store

To return your item(s) bought in store for a credit note or where possible make an exchange, visit any Flannels store within 28 days of purchase.

If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase.

Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery.


Can I return more than one order in the same parcel?

Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.



How will I receive a refund?

We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used.


When will I receive a refund?

We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the banks' processes.

At certain times of the year, the process time will be longer, like around Christmas and public holidays.


I can't see a refund on my bank statement

Please allow 7 days for the refund to appear in your bank account.

When do you take payment?

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. However, the funds will not be released until we have processed your item(s) for delivery. 


In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

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