Refund policy

The following information applies to purchases made online only. For information regarding our returns policy for purchases made in-store, please contact your FLANNEL boutique of purchase who will be happy to assist.

FLANNEL garments have been individually crafted with great care. This may lead to slight variation in finish and colour. Beads, embroidery, sequins and metals may change in colour with time and wear, adding to the charm of each piece. Please take the utmost care when washing and wearing as jewellery, fingernails and harsh detergents can harm delicate fabrics and finishes.

Full Price Items

Full priced items purchased online are eligible for a credit, refund or exchange if they meet the below terms:

The goods are in saleable condition, in their original packaging with all tags intact.

The goods have not been worn, damaged or washed.

The original invoice is included as proof of purchase.

A returns request is made within 14 days from date of purchase.

Approved returns are received at Head Office within 7 days of approval.

Items purchased in-store are eligible for a credit note or exchange only

Sale Items

Sale items purchased online are final sale and cannot be returned unless deemed faulty.

Please consider sale purchases carefully as we do not offer refunds, credits or exchanges for change of mind or incorrectly ordered sale items. 

FLANNEL does not extend price adjustments or partial refunds on orders made prior to the promotion.

If your items are deemed faulty through confirmation from our customer care team, they must be returned within 14 days of purchase to be accepted.

Credit, Refund or Exchange

Credits are valid for a period of 12 months from issue date and can be used in store and online. Please note store credits cannot be redeemed online.

Refunds can take up to 5 business days to be processed and we greatly appreciate your patience. The original payment method will be refunded in full (excluding any shipping costs associated with the order) for the value of the item(s) for which the refund has been approved. Once your refund has been processed please allow up to 3 business days for the funds to appear back into your account.

Exchanges are processed at our head office in Nedlands. In the instance that there is a balance owing as a result of the exchange this balance will need to be paid in full to complete the transaction.

You may request an in-store exchange. Once approved we ask you go to your nominated store within 7 days of placing your return request. Please ensure that you have the item(s) you are wanting to exchange as well as your emailed proof of purchase. In-store, we can only offer an exchange and are unable to issue refunds.

For more information, visit here or email customercare@flannel.com.au.