Shipping

Do you offer free shipping?

Yes! We offer free standard shipping on US orders over $60.

How much is US shipping?

We offer free standard shipping on US orders over $60. For orders under $60, your available shipping options and rates will be shown at checkout.

How long does US Standard Shipping take?

US Standard Shipping usually takes 2–5 business days after your order has shipped. For full delivery information and the latest shipping options, please see our Shipping page.

When does the delivery timeframe begin?

Delivery estimates begin after your order has shipped. You’ll receive tracking information once your order is on its way.

Do delivery times include weekends and holidays?

No. Delivery estimates are based on business days and don’t include weekends or holidays.

Do you ship internationally?

If you wish to purchase an item to be shipped anywhere outside of the USA, please visit our UK and ROW store HERE

Will I have to pay customs or import fees?

All US orders ship domestically, so you won't face any surprise customs or duties.

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Orders & Tracking

How can I track my order?

Once your order has shipped, you’ll receive tracking information so you can follow its journey.

My tracking hasn’t updated. What should I do?

Tracking can sometimes take a little time to update after your order has shipped. If it hasn’t updated for an unusually long time or you’re concerned about your delivery, please contact our customer care team at help@theflatlayco-us.com.

My tracking says delivered, but I can’t find my package. What should I do?

We’re so sorry you haven’t been able to find your package. Please check around your property, any designated safe location, and with neighbors who may have accepted it for you. If you still can’t locate it, please contact our customer care team at help@theflatlayco-us.com and we’ll do everything we can to help.

There’s an item missing from my order. What should I do?

Oh no, we’re so sorry about this. Please contact our customer care team at help@theflatlayco-us.com with your order number and details of the missing item, and they’ll be happy to look into this for you.

I received the wrong item. What should I do?

We’re so sorry about that! Please contact our customer care team at help@theflatlayco-us.com with your order number and details of the item you received, and they’ll help get this sorted for you.

Can I change or cancel my order?

Unfortunately, once an order has been placed, we’re unable to cancel or make changes to it, so please double-check your order details before completing your purchase.

I checked out as a guest. Can I still access my order?

Yes. You can use Shopify’s secure sign-in with the email address you used at checkout. Shopify may send you a verification code to securely access your order information.

Why do I need to sign in to ask about my order?

This helps keep your personal and order information private. Order-specific information can only be provided once your identity has been securely verified through Shopify.

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Returns & Refunds

Can I return an item?

Yes. Unused products can generally be returned within 28 days of delivery. Items must be returned in their original condition and packaging, with swing tags still attached and no signs of use, makeup stains, or damage.

How do I arrange a return?

Please email our customer care team at help@theflatlayco-us.com with the subject line “Return” and let us know the reason for your return.

Do you have an online returns portal?

We don’t currently use a self-service returns portal. Please contact our customer care team at help@theflatlayco-us.com to arrange your return.

Do I have to pay for return shipping?

For standard returns, the customer is responsible for return shipping costs. We recommend using a tracked service, as we can’t be responsible for returns that are lost on their way back to us.

Will my original shipping charge be refunded?

Original shipping charges are non-refundable.

Can I exchange an item?

We don’t currently offer direct exchanges, but you’re welcome to return your item for a refund and then place a new order on our website for the item you’d prefer. To arrange your return, please contact our customer care team at help@theflatlayco-us.com.

How long will my refund take?

Once your return reaches our warehouse, please allow up to 2 weeks for it to be inspected and processed. Once your refund has been processed, it can take a further 5–7 business days to appear in your account, depending on your payment provider.

My refund hasn’t arrived yet. What should I do?

If your refund has been processed but hasn’t appeared yet, please check with your bank or payment provider first, as there can be some processing time before a refund is posted. If you’ve done this and still haven’t received your refund, please contact us at help@theflatlayco-us.com.

Where can I read the full returns policy?

You can find full details on our Returns & Refunds page.

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Faults & Damaged Items

My item is faulty, damaged, or arrived with a mark. What should I do?

Oh no, we’re so sorry about this. We completely understand how disappointing it is to receive your item like that. Please email our customer care team at help@theflatlayco-us.com with your order number and clear photos showing the issue. Our team will review everything and advise you on the next steps.

Will I receive a refund if my item is faulty or damaged?

Our customer care team will need to review the issue before confirming the appropriate resolution. Please email help@theflatlayco-us.com with your order number and clear photos showing the issue, and our team will be happy to help.

Where should I send photos of a faulty or damaged item?

Please email clear photos showing the issue, along with your order number, to help@theflatlayco-us.com. Our customer care team will review them and advise you on the next steps.

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Products & Care

Are your products machine washable?

Many of our products are machine washable, but not all of them. Please check the Material & Care information on the individual product page for the correct instructions for your item.

How should I wash my machine-washable bag?

For our standard machine-washable bags, use a gentle 30°C cycle and hang to dry. Please always check the care information on the individual product page first, as instructions can vary by product.

Can I put my bag in the dryer?

Our standard machine-washable bags shouldn’t be tumble dried. Hang them to dry instead, and always check the individual product’s care instructions first.

Can I spot clean my bag?

Where recommended for your product, small makeup marks can be spot cleaned with a little dish soap on a damp cloth. Please check the specific care information for your item first.

Will machine washing affect the metal parts?

Frequent machine washing may cause metal parts, zippers, or toggles to tarnish over time, so we recommend spot cleaning where possible.

How do I clean the Flat Lay Brush Holder?

The Flat Lay Brush Holder is hand wash only. Don’t tumble dry, iron, or bleach it.

Where can I find full care instructions?

Please check the Material & Care information on the individual product page for the most accurate care instructions for your item.

Which products are machine washable?

Many of our products are machine washable, but care instructions vary by product. Please check the Material & Care information on the individual product page before washing your item.

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Stores & Retailers

Do you have your own physical stores?

We don’t currently have our own physical stores. You can shop our current range directly through The Flat Lay Co. US website, and selected products may also be available through retail partners.

Where can I buy The Flat Lay Co.?

You can shop our current range directly through The Flat Lay Co. US website. Our products may also be available through selected retail partners.

Do all retailers carry the full range?

Not necessarily. Product availability can vary between retailers. Our US website is the best place to browse our current online selection.

Can you check whether a retailer has a product in stock?

Retailers manage their own inventory, so please check the retailer’s website or contact the store directly for their latest availability.

Do you offer local pickup or collection?

We don’t currently offer local pickup or collection directly from The Flat Lay Co.

I bought my product from another retailer. Can I return it to you?

If you purchased your item from one of our retail partners, please arrange your return directly with that retailer according to their returns policy.

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Customer Care

How can I contact customer care?

Our customer care team is here to help! Please email help@theflatlayco-us.com. If your question is about an order, please include your order number so our team can help you as quickly as possible.

I need help with my order. Who should I contact?

Please email our customer care team at help@theflatlayco-us.com. If possible, include your order number and a brief description of what you need help with so our team can look into it for you.

I have a question that isn’t answered here. What should I do?

We’d be happy to help! Please email our customer care team at help@theflatlayco-us.com with your question and we’ll do our best to help.

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