Refund & Return Policy

This policy covers returns, refunds and cancellations for orders placed at Fltextile. It applies alongside your statutory rights and doesn’t take them away. If anything is unclear, email us and we’ll talk it through.

The 14-day return window

You may return most items within 14 days of the delivery date for a refund, provided they are:

• Unworn, unwashed and undamaged
• Free of perfume, makeup, deodorant or any other marks or odours
• In their original packaging with any tags and seals still attached

We inspect every return on arrival. Items that come back used, soiled or without their original packaging may be refused or eligible for a partial refund only, and may be returned to you.

How to start a return

Returns are simple. Email support@fltextile.shop within the 14-day window with your order number and the item(s) you’d like to return, and tell us whether you’d prefer a refund or an exchange. We’ll reply with a return authorisation and the address to send your parcel to.

Please don’t send anything back before you hear from us — returns without authorisation can be delayed or go missing. Pack items carefully and use a tracked service so your parcel can be followed in transit.

Who pays for return shipping

For returns made because you changed your mind, the cost of return shipping is yours, and the original outbound shipping charge is non-refundable. We recommend a tracked, insured service: until your parcel reaches us, it remains your responsibility, and we can’t refund an item we don’t receive.

If your item is faulty, damaged in transit, or we sent the wrong product, we cover the return shipping and refund you in full, including the original shipping cost. See Faulty or incorrect items below.

Refunds & timing

Once your return arrives and passes inspection, we’ll process your refund to your original payment method. Refunds are issued within 5–10 business days of us receiving and approving the return. Depending on your bank or card issuer, it can take a few additional days for the funds to appear on your statement.

The original charge — and any refund — appears on your statement as FLTEXTILE ACCESSORY, so you can recognise it. We’ll email you to confirm the moment a refund is issued.

Exchanges

Want a different print or colour? The fastest way is to return the original item for a refund and place a new order, so your replacement ships without waiting on the return to arrive. If you’d rather we hold a specific piece for you, mention it when you email us and we’ll do our best to reserve it while your return is in transit.

Cancellations

Changed your mind quickly? You can cancel an order for a full refund at any time before it has been dispatched.Email us as soon as possible with your order number. Because we aim to ship within 1–2 business days, please contact us promptly — once an order has left the studio it can’t be cancelled, but you’re still covered by the return policy above.

Items that cannot be returned

For quality, hygiene and fairness, the following are non-returnable and non-refundable except where the item is faulty:

• Custom-printed and personalised orders. These are made to order to your specification and cannot be resold, so they are final sale.
• Opened hair accessories and other items worn against the skin. For hygiene reasons, these cannot be returned once the seal or hygiene packaging has been opened.
• Gift cards. Gift cards are non-returnable and non-refundable.

None of the above affects your rights in the case of a faulty item — if a product is defective, it can always be returned regardless of the categories listed here.

Faulty or incorrect items

We check every piece before it ships, but if your order arrives faulty, damaged or not as described — or if we sent the wrong item — please email support@fltextile.shop within 14 days of delivery with your order number and a photo of the issue.

We’ll arrange a free return and, at your choice, send a replacement or issue a full refund including all shipping costs. There’s no need to pay return shipping yourself when an item is faulty or incorrect.

Questions?

If you’re not sure whether your item qualifies, just ask before you send it back. Reach us at support@fltextile.shop or call +1 571 408 6213 (Mon–Fri, 9am–5pm ET). You can also read our FAQ for quick answers.