FAQs - Releases.flatspot

Here are some of our most frequently asked questions.  If your question isn't here or if you would like more information please contact us



Placing an Order 


> Q. I am having trouble placing an order online, do you take phone orders?
A.  We cannot take orders over the phone.  You can try placing your order on a different device or browser.  Otherwise we are happy to speak with you and see if we can fix any issues you may be having. 
> Q. Is it safe to order online? 
A.  Yes, very.  flatspot.com uses industry standard SSL encryption to protect your details.  Any sensitive information like your name, address and card details are encoded so they can only be read on the secure server.
> Q. I need to change my order, who can help with this?
A.  If you want to edit or cancel your order then please notify us asap.  When pre-ordering and entering draws we're unfortunately not able to make any product/size changes to your order once it has been placed, but we are able to cancel your order before the draw takes places. If you need to make any changes to your delivery address please let us know by email.


Payment

> Q. Which credit cards do you accept?
A.  We accept Visa, Mastercard and Maestro credit and debit cards.
> Q. Can I place my order on the phone?
A.  Unfortunately not.  All orders need to be placed on our website.

Shipping

> Q. What countries do you deliver to?
A.  We deliver to most countries in Europe. Also, the US, Canada, Australia & New Zealand to name a few!  All of the countries that we ship to are listed at checkout and on our shipping page.  If you are unsure if we ship to your country, email us at hello [at] flatspot.com and we will let you know.
> Q. Will I have to pay import charges?
A.  If you are outside of the EU then yes, you may need to pay import charges.  Please make sure that you are aware of your country's import tax and or duty charges before you order from us.  We can't guarantee that we'll be able to refund your order if you refuse to pay the import charges.
> Q. My order still hasn’t arrived, I think it is lost?
A.  If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier.  Unfortunately we cannot re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.
> Q. What happens to deliveries around Bank Holidays?
A.  Bank Holidays are non-working days in the UK so please allow for one extra day.  
 Please see our shipping terms for more information.

Returns

> Q. I want to make a return but I don’t have a pre paid postal label?
A.  Returns within the UK are free.  You can create and print off a returns label here.  To download a returns form, please click here.
> Q. I shipped something back to you. Do you have it yet?
A.  We process returns within 24 hours of receipt and will notify you by email when we have done so.  For more information on returns please refer to this page.
> Q. How long before I get a refund?
A.  Once we’ve emailed to say we have issued a refund for you, it can take anywhere between 2 and 5 working days depending on which bank you are with.
Please see our Returns & Exchanges page for more information.

I'm Having a Problem

> Q. I am having trouble placing an order online, do you take phone orders?
A.  We are unable to take orders over the phone.  You can try placing your order on a different device or browser.  Otherwise we are happy to speak with you and see if we can fix any issues you may be having.
> Q.  I can't log into my account.
A.  If you have an account on our main Flatspot site this has not been carried forward to Releases.flatspot, you will need to make a new customer account.
> Q.  My gift voucher isn't working.
A.  Sorry about this!  Gift Vouchers issued from our main Flatspot site do not work on Releases.Flatspot.
> Q. Why can’t I add something to my basket?
A.  If you cannot add an item to your basket or there is no size option, it usually means that the item is out of stock.
> Q. You've sent me the wrong item or part of my order is missing.
A.  Firstly, please accept our sincerest apologies.  We try really hard to make sure everything is perfect but mistakes can occasionally happen.  Please contact us at orders [at] flatspot.com and we'll get this resolved for you as quickly as possible.
> Q. I have a faulty item, what should I do?
A.  We are really sorry about this.  Please email us at orders [at] flatspot.com with your order number and a couple of photos of the fault and we'll sort this out for you.  We may ask that you return the item to us.  
> Q. My order still hasn’t arrived, I think it is lost?
A.  If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier.  Unfortunately we cannot re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.

Contacting Flatspot

> Q. I’ve sent you an email, when will you reply?
A.  We try to reply to all emails within 24 hours.  Our office is closed on weekends and Bank Holidays so we will look to reply the next working day.