Returns and Exchanges

We want you to love your Flossstuff purchase. If something isn’t right, we’re here to help. Below is everything you need to know about returns, exchanges, and refunds.

Our Policy
You can return or exchange your item within 14 days of receiving your order.
To be eligible, items must:
• Be unused
• Be in their original condition
• Include all original packaging and tags

How to Start a Return
Simply email us at hello@flossstuff.com with:
• Your order number
• The item you’d like to return
• Reason for the return
We’ll reply with the next steps.

Return Shipping
• Return postage costs are the responsibility of the customer unless the item is faulty or we made an error with your order.
• We recommend using a tracked service (Royal Mail Tracked) so you have proof of delivery.
• If a return is lost in transit without tracking, we can’t issue a refund.

Exchanges
If you’d like to swap your item for another colour or design, just let us know in your email.
• Exchanges are subject to stock availability.
• We’ll send the replacement once your original item has been returned and checked.

Faulty or Incorrect Items
If your item arrives damaged, faulty, or not as described, please contact us within 48 hours of receiving it:
• Email hello@flossstuff.com with photos of the issue
• We will arrange a replacement or full refund at no extra cost to you

Refunds
• Once your return has been received and inspected, we’ll process your refund to your original payment method.
• Refunds typically take 3–5 working days to appear, depending on your bank or payment provider.
• Original delivery costs are non-refundable unless the item was faulty or incorrect.

Non-Returnable Items
• Items returned in used or damaged condition
• Items sent back without contacting us first
• Any item returned outside the 14-day window without prior agreement

Local Returns (Bolton & Chorley)
If you are local to Bolton or Chorley, you can return your order in person. Email us to arrange a suitable time for drop-off.

Need Help?
If you have any questions about returns, exchanges, or your order in general, contact us anytime at hello@flossstuff.com.