RETURNS & REFUNDS

Please kindly note: Once you have placed your order we are unable to cancel or amend it, so remember to check your order details thoroughly! Thank you for your understanding.

Typically, you are eligible to return your unused products within 28 days from delivery. Please kindly note, all items must be returned in their original condition & packaging with swing tags still attached, to avoid your return being rejected.

It’s important to note that shipping costs are not covered by The Flat Lay Co. when sent back, so we suggest using your local post office for the best service and tracking ID.

To initiate a return, please email us at help@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. Please note that this can take up to two weeks to be processed by our warehouse.

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 the 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 help@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

Unfortunately it is not straightforward to process an exchange, so instead we ask that you return the item. You can then place another order for the item you'd like instead. 

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again. Next contact your bank. There is often some processing time before a refund is posted.

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

RIGHT OF WITHDRAWAL (EU Customers)

Once we receive your withdrawal request, we'll send you a confirmation by email.

If your order has not yet been shipped, we'll cancel it and issue a full refund.

If your order has already been shipped or delivered, you may still exercise your right of withdrawal within the legal timeframe. In this case, you'll need to return the goods to us before your refund can be completed, in accordance with applicable consumer law.

Non-Returnable Items

The right of withdrawal does not apply to certain products, including where permitted by law:

Personalised or made-to-order items
Sealed goods that are not suitable for return for health or hygiene reasons once unsealed
Perishable goods
Digital products where access has begun with your prior consent