RETURNS & REFUND POLICY

RETURNS and/or REFUNDS

Customer service is at the forefront of our mission at FlagShoes Ltd, but with the greatest will in the world, things can still go wrong. Our policy below has been checked and thought through very much with you, our valued customers, in mind. Should you have any questions about this please don't hesitate to contact us at: flagshoessupport@novordium.com

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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must:

  • be unused and
  • in the same condition that you received it.
  • It must also be in the original packaging.

It is law in the UK that ALL consumers have the right to return a product, for a full refund within 14 days of their purchase, subject to the product being in excellent condition, and/or undamaged.

We at Flagshoes Ltd abide by this as the cornerstone of our commitment to customer service.

All refunds are offered at the discretion of Flagshoes, and return of an item to our shipping address below does not guarantee a refund. 

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds (if applicable)

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 refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.

Late or missing refunds (if applicable)

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 flagshoesrefunds@novordium.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. 

We would need proof that the item has been damaged during transit, and not through usual wear and tear. In that instance please email photos and or videos showing the damage, with a short explanation. 

Please allow 5 days response time for the original request, though we will of course look to answer within 24 hours, and look to provide a solution well within that time. 

If you need to exchange it for the same item, possibly a different size, please send us an email at exchanges@novordium.com and send your item to the shipping address below: 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to: 128 BRISTOL SOUTH END, BEDMINSTER, BRISTOL, BST, BS3 5BL, United Kingdom.

As a rule you, the customer, would be responsible for paying for your own shipping costs for returning an item. We will however review all instances on a case by case basis, and may be able to offer to pay for shipping return.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.

We can't guarantee that we will receive your returned item, nor can we accept any liability for damage sustained during return postage, or for any other faults with postal/delivery service used by yourself(ves) for return.

DELIVERY &/OR POSTAL ISSUES

 All our products carry "tracking numbers," and as such give you, our customers, the chance to follow the delivery process. 

Sadly even the most robust systems can fail from time to time, and if you have any tracking issues please don't hesitate to contact flagshoessupport@novordium.com. We will liaise with our suppliers directly and look to provide an answer and/or solution as soon as possible, but usually within 24 hours of receiving your concern. 

Should we discover that there has been an issue at either our end, or with our suppliers we will gladly look into providing a full refund or re-order at no extra cost to yourselves. 

Each situation will be reviewed on a case, by case basis, and we cannot guarantee that simply by being placed in the refund review system we would proceed with a full refund, but your custom is extremely valued by us, and we will always look to provide the best solution for you. 

Should our investigation show that your order has been delivered at the requested address (ie: the tracking information provided by the third party delivery company shows a successful delivery) we would NOT be able to offer a refund or free re-order. 

In that instance, again we would review the issue on an individual basis, but stress we cannot be held responsible for issues with postal services. In order to keep value for money at the highest level for you, we regularly use National Postal services who may not offer levels of compensation which more expensive couriers would. 

For reasons stated above we would recommend that where possible customers use a BUSINESS address for shipping/delivery (eg: your place of work) 

Unresolved

Whilst we believe passionately in having the best relationship with all our customers, and we set the highest standards of customer service, we are only human, and as such we may still make mistakes from time to time.

Should you not feel satisfied with ANY of your dealings with Flagshoes, we are happy to look at your case on an individual basis, and find a mutually acceptable solution.

In those instances please email us directly at escalations@novordium.com. We apologise in advance should your relationship with Flagshoes ever get to that stage, but will do all we can to assist, and compensate where applicable.