Returns & Refunds

We are happy to accept returns if we are notified within 14 days of delivery and the item is unused and in its original packaging. We must receive the returned item within 14 days of the return being initiated.

To initiate a return, please email us at hello@theflatlay.co, use the subject line "Return" and include the reason for return.

We will ask that you send the item back to us, and once we receive it and check that there are no signs of use (no makeup stains or damage), we will initiate a refund to you.

If your refund is approved, then your refund will be processed and you can expect the charge to return to your account within 5-7 business days.

 

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

If item is found to be faulty, return shipping will be reimbursed.

We do not accept responsibility for returned items that get lost in the post on their way to us.

Faulty Items

If your item is faulty send us pictures of the faults to hello@theflatlay.co and we will review it. If the item is found to be faulty then we will refund you or exchange your order. 

Exchanges

Notify us of an exchange by emailing hello@theflatlay.co, with the subject line "Exchange" and your reason for returning. You will be asked to send the item back to us.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange.

If you are approved, then your exchange will be processed and you can expect your replacement to arrive within the standard order times.

 

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@theflatlay.co.