Returns, Refunds & Delivery
Returns, Refunds & Delivery
We believe buying from FlexiBorder should be straightforward, reliable, and risk-free.
That’s why we’ve kept our returns process simple—and our delivery service fast and fully trackable.
Delivery Information
We use a trusted next-day overnight delivery service to get your order to you quickly and safely.
- Orders received before 2pm are dispatched using a fully tracked next-day delivery service
- You’ll receive tracking details once your order has been shipped
- Delivery is typically made the next working day after dispatch
- You’ll receive a text message with a 2-hour delivery window, so you know exactly when to expect your order
If you’re not going to be in, you can authorise the courier to leave your parcel in a safe place. Please ensure your instructions are clear and secure, as parcels left in designated locations are done so at your own responsibility.
If you need any tracking support or delivery updates, our customer services team is here to help on 0800 774 76757.
While we work with reliable delivery partners, timings are estimates and may occasionally be affected by factors outside our control.
14-Day Right to Cancel (Online Orders)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason.
To qualify:
- You must notify us within 14 days of delivery
- Items must be returned at your cost within 14 days of cancellation
- Items should be unused and in original packaging where possible
To cancel your order:
Email customerservices@flexiborder.co.uk with your order number.
Refunds:
Once your return is received, we’ll issue a full refund within 14 days (typically within 1–2 working days).
30-Day Returns Policy
In addition to your legal rights, we offer a 30-day returns window from the date of delivery.
To be eligible:
- Items must be unused and in original condition
- Original packaging should be included
- Proof of purchase is required
Returns requested outside this period may not be accepted.
Faulty, Damaged or Incorrect Items
If something isn’t right, we’ll put it right.
Under the Consumer Rights Act 2015, you’re entitled to a replacement, or refund if your item is faulty, not as described, or unfit for purpose.
Please:
- Contact us within a reasonable timeframe
- Provide your order number
- Include photos where possible
We’ll cover all return shipping costs for approved faulty or incorrect items.
Refunds
Once your return has been received and inspected:
- Approved refunds are issued to your original payment method
- Processing time is typically 3–5 working days
- You’ll receive an email confirmation once your refund has been processed
Late or Missing Refunds
If your refund hasn’t arrived:
- Check your bank account
- Contact your card provider
- Contact your bank
If you still need assistance, please contact us at customerservices@flexiborder.co.uk or call 0800 774 76757.
Exchanges
Exchanges
We only offer exchanges for faulty or damaged items.
Please contact us with your order number and we’ll arrange a replacement.
Sale Items
- Your statutory rights remain unaffected
- Outside the 14-day cancellation period, sale items are non-refundable unless faulty
Return Shipping
- Change-of-mind returns: return postage is the customer’s responsibility
- Faulty or incorrect items: we cover return costs
- We recommend using a tracked service for items over £50
