Refund policy
At a Glance
- Return window: 30 days from delivery
- Restocking fee: none
- Refund timing: within 7 business days of approval
- Refunded to: your original payment method
We want you to be happy with every FLERYA order. If something isn’t quite right, here’s how we can help.
Who This Policy Applies To
This policy covers all orders placed at flerya.com and delivered within the United Kingdom.
Contact Us
- Email: contact@flerya.com
- Phone: +44 7830 754714
- Address: 247 Graham Street, Birmingham, B3 1SH, United Kingdom
- Customer service: Monday to Friday, 9:00 AM – 5:00 PM (UK time)
Returning an Item Within 30 Days
You have 30 days from the date your order is delivered to return it. This goes beyond your 14-day legal right to cancel under the Consumer Contracts Regulations.
To qualify for a return, items must be:
- Unworn, unwashed and in their original condition
- Sent back in their original packaging
- Returned with all tags and any included items
- Free from marks, stains, odours, damage or signs of wear
We suggest trying items on indoors before removing any tags.
How to Return an Item
- Email contact@flerya.com with your order number, your name and why you’re returning the item.
- We’ll reply within 1–2 business days with your return instructions.
- Pack the item securely, preferably in its original packaging.
- Post it back using a tracked service and keep your proof of postage.
- Send us your tracking number if we ask for it.
If an item is damaged, faulty or incorrect, please include clear photos.
Return Postage Costs
- Faulty, damaged or incorrect items: FLERYA pays the return postage and will send you instructions.
- Change of mind or wrong size: return postage is paid by the customer.
Your Refund
When your return arrives, we’ll inspect it within 1–2 business days and email you to let you know whether your refund has been approved.
- Processing time: within 7 business days of approval
- Refund method: your original payment method
- Delivery charges: if you cancel within 14 days of delivery, we’ll also refund the original standard delivery charge.
Your bank or card provider may take a few extra days to show the refund. If it still hasn’t appeared, please check with your bank first, then contact us if you need help.
As permitted by UK law, we may reduce a refund if an item has been worn, washed or handled more than needed to examine it.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or isn’t what you ordered, please let us know as soon as possible, ideally within 48 hours of delivery, with your order number and photos. We’ll send a replacement or give you a full refund, including the delivery charge.
Under the Consumer Rights Act 2015, you can reject faulty goods within 30 days of delivery for a full refund. After 30 days, you’re still entitled to a repair, replacement or refund, depending on the fault.
Order Not Arrived?
If your order hasn’t arrived within the estimated delivery time, contact us. We’ll look into it with the carrier and arrange a solution.
Cancelling Your Order
If your order hasn’t been dispatched yet, contact us at contact@flerya.com as soon as possible and we’ll cancel it with a full refund. If it’s already on its way, please wait for it to arrive and then follow the return steps above.
Exchanges
We don’t offer direct exchanges. If you’d like a different size or colour, please return the original item for a refund and place a new order.
Non-Returnable Items
- Items that have been worn, washed or altered
- Items damaged after delivery or showing signs of use
- Personalised or made-to-order items (where applicable)
This does not affect your rights if an item is faulty.
Your Statutory Rights
This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Need Help?
If you have any questions about returns or refunds, email contact@flerya.com and we’ll be glad to help.