Deliveries & Returns

DELIVERY

Please note that a delivery charge will be added to your order where appropriate.

Costs of shipping

UK Delivery is as follows:

Flat Rate: £3.60 inc VAT
Large Item: £5.30 inc VAT
Heavy Item:£7.80 inc VAT

Special and Express delivery is available at additional cost dependent on courier and can be requested at time of purchase.

INTERNATIONAL DELIVERY

£25-40 for delivery (standard 5- 15 days)

We do not currently offer expedited delivery for international orders, but it is always worth getting in touch as we will always try to accommodate our customers.

Please be advised that there are likely to be duties and taxes to pay once the goods enter the country and before they can be released for delivery. So please exercise due diligence when placing an order as international customers will be liable for any duties and taxes arising from a purchase.

The timeframe of the delivery from the point of acceptance and dispatch of the order is approximate. The delivery will be to the address stipulated by you. The delivery may also vary depending on the services offered by the courier company appointed to carry out the delivery. Please be advised that we cannot accept liability for any loss or damage if delivery takes place outside of the estimated date for delivery.

If your delivery falls outside of the UK, you may be liable to pay import duty and taxes which are levied on the goods once they reach your country. In such circumstances, you must meet any additional charges for custom clearance. Please contact your local customs office for further information on customs fees and taxes including import duties as custom policies will vary depending on the country. Any collection of duty and taxes goes to the relevant government and not to us.

If your payment is declined or refused, the Company will not be liable for any delay or non-delivery.

All prices are based on UK delivery and there will be a change in delivery price in the case of delivery in Europe (and internationally) as local taxes will apply and we need to comply with your local tax requirements.

We aim to despatch within 4 working days. However, bespoke and made to order products may take longer due to working up the design to sign off.

We do not ship to PO boxes.

RETURNS AND REFUNDS POLICY

Although we hope you love your order, there may be occasion when you will return your purchase.

You can return the product(s) which have not been altered or manufactured to order for a refund within 14 days from receipt of your order:

1. Please notify us by email : enquiries@flexxgenix.com before posting the products in their original condition with all tags intact together with a completed return form.
2. The return form will be made available to you on receipt of your email refund request.
3. We can only accept returns via Royal Mail to our return address and so we will email you the postage slip to attach to the outside of the parcel and we will deduct £2.50 from the refund total due to UK residents to cover the postage costs of the return. The fee for non-UK residents will vary according to country of origin.
4. If you have queries, please do not hesitate to contact us. We will send you an email confirmation as soon as your return has been processed. All sale items should be returned within 14 days of receipt of the order.

Personalised and custom-made products

Personalised items and custom-made items cannot be refunded therefore it is very important for you to be satisfied with the design once signed off. However, if the item is faulty of damaged a refund can be requested as above.

Flexxgenix Ltd
43 Sherwood Way
West Wickham
KENT BR4 9PB
UK

If you have placed an order and then decide to cancel, please contact customer services on enquiries@flexxgenix.com as soon as possible as the orders tend to be processed quickly from processing to dispatch if in stock. We cannot however guarantee that we will be able to cancel the order as it may have already been processed although we will try our upmost to make the requested changes to the order. In the event the order has been processed and dispatched, please wait until you have received the order and then follow our returns policy.

Please note that delivery charges cannot be reimbursed or indeed the postage costs for returning the products and such charges will only be reimbursed if we have made a mistake or the product is faulty.

If we have debited your account it will be reimbursed to the original payment and may take up to 14 days from when the order was placed, providing your order is returned to us in the same condition they were when delivered to you, in perfect condition, unused and unwashed and with the original packaging. You will be liable for the charges incurred when returning the products back to the Company unless of course, we have made an error with your order or the products are faulty. This does not affect your statutory rights. Please note that all goods are your responsibility until they reach our returns department, so it is vital that the return package is packaged securely to prevent loss and damage.

If it is the case that you have returned a product in an unsuitable and unsatisfactory condition (for example, it is stained or indicates that it has been worn, we will not be able to offer a refund or exchange and we will send it back to you providing you cover the delivery charges.

FAULTY ITEMS

Whilst we make every effort from the production stage to the packaging and delivery of our products, please notify us and return the Items so that we can inspect it and if the product is indeed deemed defective, we will offer you a full refund or exchange providing the item is in stock. Please ensure that you follow the simple care instructions because natural fibres tend to shrink. If in doubt, please email us : enquiries@flexxgenix.com

When returning any product, it is essential that you do not remove any tags attached to the products as we may not be able to accept returns otherwise. This does not affect your statutory rights. We also cannot accept returns on clothing where the hygiene strip has been removed unless they are faulty.

If you have any further queries on returns, please contact us at enquiries@flexxgenix.com