Refund Policy
Refunds on Items
RETURNS
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We have a 15-day return policy for non-personalised items, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it in, also:
- The item is free of defects
- Free of marks / wear
- Has not been worn then washed
- The item is unused with original packaging
- None of the labels/wash labels have been removed
- The item has been altered in anyway
- Faulty items - please get in touch
To start a return, you can do this either by self-serve returns in your account portal or contact us at info@flyingthem.com.
For Personalised/made-to-order items, there are no returns unless faulty.
If your return is accepted, you may need to organise your own return shipping label, which we recommend is tracked for proof of delivery. We do not cover return shipping costs. If the label is underpaid and we receive a summons to pay by the difference from your chosen courier, we will deduct this from the refund amount and provide you with proof of this. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United Kingdom, shipping your goods may take longer than expected.
You can always contact us for any return questions at info@flyingthem.com
Damages and Issues
Please inspect your order upon receipt and contact us immediately within 48 hours if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 3 day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too (for example, extended bank processing times, etc). Banks will generally operate Mon-Fri, excluding weekends, public events and bank holidays. Please allow 3-5 working days for the monies to credit your bank account.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@flyingthem.com.
IMPORTANT - We do not cover the cost of return back to us/warehouse (unless faulty, damaged or wrong item received). We therefore cannot guarantee that we will receive your return, however it is recommended you use a tracked method of return delivery. Your items are subject to inspection, prior to a refund / exchange.