Frecuently Asked Questions
At Sweetflexx, we want you to be completely satisfied with your purchase. If you need to return or exchange an item, we're here to help!
Simply click the link below to begin your return. You will need two things to get you started:
- Order Number (This can be found on your order or shipping confirmation email)
- Shipping Zip Code (Zip code that was used to place the order)
- Feel free to repack your items back in the original packaging. *Please note that multiple orders cannot be combined.
- Attach your return shipping label to the outside of the return packaging.
- Drop off your return at a local post office, be sure your parcel is scanned as received at the time of drop off and a receipt is obtained.
- Processing times may vary depending on your desired return outcome. For more details on processing times, please review our full policy below. Please note that original shipping costs are non-refundable.
- Please note: Items marked "FINAL SALE" are not eligible for return or exchange.
RETURN POLICY & INFORMATION
- Eligible returns shipped back within 30 days from the date of delivery are accepted for a refund back to the original payment method.
- Eligible returns shipped back within 60 days from the date of delivery are accepted for an exchange or store credit.
- Items must be in new and unused condition with all original labels/tags attached.
- Items must be unaltered, undamaged, unwashed, and free from any markings, make-up, self-tanner, odors, pet hair, perfumes, deodorant, and detergent.
- For health reasons and personal hygiene, hair accessories, and lip balms are not eligible for return or exchange.
- If you believe your product is damaged or faulty please send a photo and description of the fault along with the order number HERE. A faulty item claim must be made within 14 days time of receiving the faulty item.
- Items marked "FINAL SALE" are not eligible for return or exchange.
- Items marked “Not Eligible for Return” are not able to be returned, no exceptions can be made at this time.
- Original shipping costs where applicable are non-refundable.
- If returning for a refund the original shipping cost will be deducted from your refund amount.
- Sweetflexx is not responsible for non-Sweetflexx items mistakenly returned, as we may not be able to recover these items.
EXCHANGES & SHOP NOW
- We offer the option to return your items and exchange for the same item in another size or select different products directly on our website using the "Shop Now" feature.
- Exchange & Shop Now requests are not guaranteed and will be shipped within 1 - 2 business days after your return has completed processing.
- All Exchange and Shop Now orders ship by standard delivery, faster shipping methods are unavailable at this time.
- If we do not have the item requested in stock a refund will automatically be issued for the return.
- If a discount was used on the original purchase, and you are looking to exchange for the same item in a different size with the discount applied, please proceed with an exchange and your return will be processed for the original discount amount for each item.
- New discount codes, gift cards/store credit are not able to be applied to exchange or shop now requests.
- Instant Exchanges allow for the immediate creation of your exchange order at the time of your return submission rather than after your return has been scanned in transit. A temporary authorization will be placed on the credit card provided for the full amount of the exchange order total for 7 business days. If your return is not sent back within 21 days from the date of return submission the credit card provided will be charged the full amount of the exchange order. Be sure your parcel is scanned as received at the time of drop off and obtain proof by requesting a receipt.
- Instant Exchange orders are unable to be canceled or edited at this time. All orders, whether exchange, shop now, or instant exchanges are subject to our return policy.
- To receive a refund for your return select the option for refund when submitting your return.
- Refunds will be issued back to the original form of payment after processing. Processing begins after the return has been delivered to our warehouse and may take up to 5-7 business days.
- Please allow up to 7 business days for funds to post to your account.
- To receive a store credit for your return select the option for store credit when submitting your return.
- Processing begins after the return has been delivered to our returns department and may take up to 3 - 6 business days to complete processing.
- Store credit will be issued in the form of a gift card which will be sent to the email used to place the order.
REFUNDS WITH ShopPay
If you have placed your order through ShopPay, your ShopPay payments will continue as scheduled until the full amount is paid for or until your return has been processed and refunded, whichever occurs first.
We do not accept international returns at this time.
OTHER CONDITIONS FOR RETURNS
A return request must be submitted in order for items returned to be eligible for a refund/store credit or exchange. You do not need to email or contact us prior to sending your return but we do encourage this for faulty products.
We do not accept responsibility for items that are lost or damaged by your chosen courier when being returned to us.
We inspect all returned items upon receipt. Unless the product is faulty, or if your returned goods are assessed as having been worn, damaged, altered, tags removed, or otherwise returned outside of the stipulated time frame, we will notify you of this assessment and the goods will be returned to you.
Unless the items are faulty, once we receive your return subject to the conditions above, we will issue a refund covering the cost of the item, excluding the original shipping charges.
- Please note: A faulty item claim must be made within 14 days time of receiving the goods. Please email your order number, a description, and a photo of the faulty item/items HERE.
If you need any help throughout this process please click the link HERE and our customer service team will be happy to assist you.