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We might take a day or two to answer your email.

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Tracking delivery

In our dispatch email you'll have your unique tracking number for your order. Please check your junk folder, if you haven't got the email.

Click & Collect deliveries take three (3) to seven (7) days

Standard Delivery takes three (3) to seven (7) days

Next Day Delivery will be delivered the next day if you order before 9pm (excludes Public / Bank holidays). 

You can also find that tracking reference number in your order history, to track the progress of your shipment.

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 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.


Why has my order been cancelled?

Sorry your order was cancelled.

If the item(s) you've ordered are out of stock at the time of packing your order, we need to cancel it.

An order will also be cancelled if the billing address details don't match the details your bank has on record.

We send an email out to confirm the cancellation and you have not been charged.

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

If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days. 

The time might depend on your banks processes. 

Where is my order?

If you haven't got your order yet, it might be because it is still out for delivery. Perhaps the courier have tried to deliver but you weren't in? They will try up to 3 times.

Click & Collect deliveries take three (3) to seven (7) days

Standard Delivery takes three (3) to seven (7) days

Next Day Delivery for the next day if you order before 9pm (excludes Public / Bank holidays).

You can track your order with the unique tracking number you got in our dispatch email. If you can't find this email, you can get the tracking reference number in your order history.


I'm missing item(s) from my order

Sorry you haven't got your full order yet.

Your order might be delivered in more than one parcel. If we are still within the delivery time frame, please give it a little time to arrive.

If this time has passed, something might have gone wrong. If this is the case - please contact us, and we will be happy to help!

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.


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.

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.

Faulty item received

We are sorry you have received a faulty 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.

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.

Can I make changes to my order?

Unfortunately, once you've placed your order, you can't make any changes to it. This includes adding or removing items, changing colours or sizes, changing delivery address, delivery option or email address on the order.

Can I cancel or make changes to my order?

Once you’ve placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.

This means you can’t cancel your order or make changes to it. This includes adding or removing items, changing colors or sizes, changing delivery address, delivery option or email address on the order.

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.

I’m having problems signing in. What can I do?

If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.

If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. Click here to get to the sign-in page, and then follow the steps.

If you don't have an account you can set one up here. This means you have all your order history and details in one place.

If you're still having problems signing in to your account, please contact us and we'll be happy to help.