Shipping policy

At Flawelle, we understand that our customers are the heart of our business. We're dedicated to delivering a positive experience from start to finish. Our commitment to quality products and excellent service drives everything we do. Before placing your order, we encourage you to review this Shipping Policy thoroughly. We value transparency and want to ensure you have a clear understanding of how we handle shipping and delivery.

We partner with major international carriers including FedEx, UPS, and DHL, who coordinate with local couriers to deliver directly to your door. Every shipment is fully trackable.

Shipping Times

After you order, we need time to process, pack, stamp, and send it to the shipping company, which usually takes 1-3 business days max.

The delivery time varies depending on your location:

USA: 6 - 13 Working/Business Days

UK: 6 - 13 Working/Business Days

Canada: 6 - 13 Working/Business Days

Australia: 6 - 13 Working/Business Days

We've chosen a carbon-neutral delivery partner because environmental responsibility matters to us. While this eco-friendly approach takes a bit longer, it means 30% less carbon offset. To make up for the extended delivery time, we provide discounted shipping rates throughout the year.

Note: Your final delivery carrier might differ from what's shown at checkout depending on your specific location, but your delivery speed remains the same.

Order and Shipping Confirmation

You'll receive two emails from us: first, an order confirmation when you complete your purchase, and second, a shipping confirmation once your package is on its way. The shipping email will include your tracking number. Remember to check your spam folder if these don't appear in your inbox.

Order Prep and Dispatch

Please allow 1-3 business days for us to prepare your order before shipping. This preparation period is separate from transit time, so your total wait time equals preparation plus delivery.

We only ship Monday through Friday. Orders placed during weekends or holidays will be prepared on the next available business day.

Tracking Your Order

When you place an order with Flawelle, we partner with reliable courier companies to ensure that your order is delivered to you on time and in good condition. Once your order has been shipped, we will send you a shipping confirmation email that contains a tracking link. You can use this link to track the delivery of your package. Please note that the delivery timeframe provided in the email is an estimate and may vary depending on your location and courier availability. Also, it is important to keep in mind that tracking information may take 1-4 days to show up on the courier's website.

While we partner with reliable carriers, we can't guarantee specific delivery dates. In the event of any shipping delays or issues, Flawelle will work with you to resolve the issue as soon as possible. However, Flawelle is not liable for any shipping delays or issues that may arise during the delivery process.

Order Delivery

Certain carriers require someone to sign for your package. If signature confirmation is needed, the carrier won't leave your package unattended. They may leave it at a nearby pickup location or attempt redelivery. We're not responsible for carrier decisions regarding unattended packages.

If you know that you will not be available to receive the package when it arrives, you may be able to arrange for someone else to sign for it. Alternatively, you can contact the courier company directly to make alternative delivery arrangements. It is important to note that once the package has been delivered and signed for, Flawelle is no longer responsible for the package or any issues that may arise.

Damages Due To Courier Handling

At Flawelle, we take great care in ensuring that all our products are of the highest quality and are packed securely to prevent any damage during transit. However, sometimes packages can be damaged due to handling by the courier company.

If you receive a package that appears to be damaged, we recommend that you take photos of the packaging and contact the courier company as soon as possible to report the issue. Please also send us the same photos at hello@Flawelle.com and we will do our best to assist.

Please note that any damage caused by courier handling falls outside of our refund policy. We perform thorough quality checks on all items before shipping, and all items are packed very safely. However, we cannot control how the courier handles the package once it leaves our facilities.

We appreciate your understanding in this matter, and we will do everything we can to assist you in resolving any issues with damaged packages.

Missing or Wrong Items

If your package arrives with missing or incomplete items, please contact us at hello@Flawelle.com with your order number and the details of the missing or incomplete items within 48 hours of receiving the package. Depending on inventory and stock, we may ship products separately. In this case, you will receive separate shipping confirmation emails containing the tracking number for each package. We will cover the shipping costs for any missing or incomplete items. If we are unable to provide a replacement, we will issue a refund for the missing or incomplete items.

Order Changes and Accurate Shipping Details

It is the responsibility of the customer to ensure that the shipping details are accurate and complete at the time of checkout. Incomplete or inaccurate shipping details may result in delayed processing or order cancellation. For system-detected address issues, our customer support team will send an email to verify your shipping details within 3 business days of your order being placed. If we do not receive a response within this time, we reserve the right to cancel your order.

If you notice an error in your shipping details, please email us at hello@Flawelle.com within 24 hours of placing your order. We will do our best to accommodate any changes, but we cannot guarantee that we will be able to make changes after this time.

International Shipping

We offer international shipping to most countries with packages shipped DDU (duties and taxes unpaid). This means that as the recipient, it is the customer's responsibility to pay any inbound duties, taxes, and customs fees (usually, there are none).

Please be aware that international shipping may take longer than domestic shipping, and courier tracking websites may take 1-4 days to update the tracking information. Flawelle is not liable for any customs fees, duties, or taxes, nor are we responsible for lost or stolen packages during international shipping.

However, customs may sometimes hold packages for inspection, causing delays in delivery.

If customs holds a package, it may be the customer's responsibility to provide necessary documentation or information to release the package. Flawelle is not responsible for any delays or additional fees incurred due to customs holding a package.

Delayed Delivery

At Flawelle, we understand that receiving your order in a timely manner is important to you, and we strive to ship out all orders as quickly as possible. However, please note that in some cases, there may be delays in delivery due to circumstances outside of our control.

For example, courier partners may experience unexpected delays or issues during transit, such as severe weather conditions or transportation disruptions. In such cases, we will do our best to work with the courier to ensure that your package is delivered as soon as possible.

Additionally, there may be unforeseen circumstances that may delay the processing or shipment of your order, such as product availability issues, address verification problems, or payment processing delays. We will notify you as soon as possible if we encounter any issues with your order that may cause a delay.

Please note that Flawelle is not liable for any delays in delivery caused by external factors beyond our control, and we cannot guarantee the exact delivery date. However, we will always do our best to keep you updated on the status of your order and provide any assistance that we can to help resolve any issues that may arise.

Lost or Stolen Packages

We understand that it can be frustrating to experience lost or stolen packages during the shipping process. However, once we hand over the package to our courier partners, it is out of our control. In the event that your package is lost or stolen, please contact us at hello@Flawelle.com, and we will do our best to assist you.

If your package is lost or stolen, we recommend that you reach out to the courier company directly to file a claim. Most courier companies have a claims process for lost or stolen packages, and they may require additional information from you to complete the process. We will also contact the courier company on your behalf to follow up on the claim and provide updates.

Please note that Flawelle is not responsible for lost or stolen packages during the shipping process, and these fall outside of our refund policy. However, we will do everything we can to assist you in resolving the issue. If the package is not found or delivered, we may offer a replacement, depending on the situation.

In some cases, the courier company may be able to locate the package and deliver it to you. However, if the package is not found, we recommend that you file a police report.

Returns

We understand that sometimes you may need to return an item that you purchased from Flawelle, and we want to make this process as easy as possible for you. Please note that when returning an item, customers are responsible for the cost of shipping the item back to us.

To start the return process, please review our return policy which outlines the conditions under which we accept returns. Please carefully review the policy to ensure that your return meets the required conditions.

If you have any questions or concerns about the return process, please do not hesitate to contact our customer service team at hello@Flawelle.com. We are here to help you and are happy to assist you with any questions you may have about the return process.

Cancellation and Refusal

Flawelle reserves the right to cancel and refuse any order placed on our website. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. In the event that we make a change to or cancel an order, we will attempt to notify you by contacting the email provided at the time the order was made. We reserve the right to refuse or cancel any order that we suspect to be fraudulent, unauthorized, illegal, or in violation of these Terms of Service.

If we cancel an order at our discretion, which is not requested by the customer, we will issue a refund on the spot. Please note that refunds may take 3-5 business days to process, depending on your bank or credit card company. We apologize for any inconvenience this may cause.

Shipping Policy Changes

Flawelle reserves the right to modify or update this Shipping Policy at any time without prior notice. It is the responsibility of the customer to review the most recent version of the Shipping Policy before making a purchase and using our products.

By purchasing and continuing to use Flawelle products, customers are indicating their acceptance of this Shipping Policy including any modifications that may be made to it.

We encourage our customers to review this policy periodically to stay informed about any changes or updates that may affect their orders. If you have any questions or concerns about our Shipping Policy, please do not hesitate to contact us.