FAQS

PRODUCTS

1. What products can be machine-washable?

Most of the products in our store are machine-washable (apparel, masks, rug, blanket, tapestry, etc.). If there are products that cannot be machine-washed, we will note in the product features. Please read carefully to keep your stuff durable.

2. I bought the tracksuit in several stores, the problem is that if the shirt fits, the pants get tight. Do your tracksuits have this problem?

Products included in our tracksuit set (hoodie, sweatpants, long sleeves, T-shirt, etc.) have their own size charts. That you order a tracksuit with hoodie/L and pants/XL is very normal. Each person has a different body proportion. Therefore, we highly appreciate it if you consider sizing carefully before ordering.

ORDERS AND PAYMENT

1. Can I change/cancel my order after I have placed it?

Yes, for sure. You have 24 hours to change/cancel your order from when your checkout is completed. Once the 24-hour period has passed, it’s too late for you and Flatuni Customer Service Team to change/cancel your order as it is already fulfilled in our system.

2. What should I do if I receive wrong/defective item(s) in my order?

Please contact Flatuni Customer Service Team with the order number and photos of the wrong/defective items and the shipping label. The team will sort out all issues as soon as possible.
Support email: [email protected]

SHIPPING AND DELIVERY

1. I am missing a product from my order, what should I do?

We may have sent your order in separate packages so please check your emails carefully to see if any of your items will be arriving separately. 
If an item is truly missing, please contact Flatuni Customer Service Team with the order number and the missing item’s name. We will get back to you within 1 business day.

2. Do I need to return the wrong/defective item(s)?

If you receive the wrong/defective item(s) in case it was our fault, you will not need to send them back to us and we are happy to send you the correct one(s) without any extra fees.

RETURNS AND REFUNDS

1. I have cancelled my order within 24 hours of placing. When will my money be available again?

If you have cancelled your order, then we will refund what you paid for your order within 30 working days. 

2. If I provided the wrong address resulting in delivery failure, do you accept a refund for me?

We cannot refund you in this case. We only accept to resend products for you. However, all charges for resending the parcel will be paid by you, including both production and shipping fees.