Help & FAQs

Hello,

We want to make sure you have an amazing shopping experience on The Flamel.
We’re here to answer any questions you may have. Please check the Frequently Asked Questions (FAQ) section and if you can’t find the answer to what you are looking for, do email us at: customercare@theflamel.com.

Be inspired by our careful curation of designers and take in some ideas from our Collective. Follow us on Instagram @theflamel and never miss a stylish beat!

General Information

Do I need to have an account to purchase on The Flamel?

You can purchase in «Guest» mode but we suggest you register your profile — it only takes a few simple steps! Once you register with your login information, you can save your favourite products for a dynamic shopping experience.

How do I register on The Flamel?

It’s just a few simple steps:
— Click on «My Account» at the top right of the Homepage.
— Click on «Create an Account».
— Register using one of your social accounts or by filling out the form with your Name, Surname, Email and Password.
— Click «Create an Account» to finish. Now you are officially registered on The Flamel. If in the future, you wish to cancel your The Flamel account (we hope you do not!) just email us at: privacy@theflamel.com.

How do I signup for the Newsletter?

This is easy. Simply check the «Sign up to Our Newsletter» box when registering your account. Forgot to do it? Don’t worry, you can register at any time, from the banner on the homepage. Simply enter your email and click «Subscribe».

Making a Purchase on The Flamel

What payment methods can I use on The Flamel?

To complete a purchase, you can use PayPal, Visa, MasterCard or American Express. We guarantee the security of transactions through a Certified Payment System.

How long will it take to receive my order?

Every order is delivered via DHL Express within 24 hours from the moment it leaves the warehouse. Please note that the process of receipt, confirmation and preparation of the order can vary, from 2 to 3 working days prior to delivery.

What happens if I receive a damaged product?

Despite all our efforts to ensure this never happens, in the case you do receive a damaged product you can contact our Customer Service team and return the product following our return procedure.

Keep in mind that a product is considered as «damaged» if it has a manufacturing fault and the claim must be made within the timeframe set by our Terms & Conditions. Of course, we cannot accept a return if it has been worn and/or used.

How do I know if the items are authentic?

Rest assured. We guarantee the authenticity of our all our products on the site. Each item is sold and delivered with its original label intact and is sourced official suppliers of the brands.

Shipments & Delivery

How can I track my order?

Once your order has been shipped, you will receive a confirmation email with the tracking number to monitor the shipment.

Please note that if you make a purchase on The Flamel as a registered user, you can check the details of your purchase directly in «My Account».

If you made a purchase as a «Guest» you can monitor the shipment status at: DHL Tracking. Should you need to change the shipping information we suggest you contact DHL directly.

To schedule the delivery of the shipment you can go directly to this link: DHL On Demand Delivery

Which countries does The Flamel ship to?

We current ship to: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, USA, Canada, South Korea, Japan, Hong Kong, Singapore.

Return & Refund

Can I exchange a product purchased on The Flamel?

For exchanges, you must return the purchased product following the return process and continue with a new purchase.

How can I organise a return?

To submit a return request for one or more products, please fill out the return form at this link.

As the next step, fill out the return form that you will find in the original package sent to you and use the pre-printed label to send the package back to us. If you can’t find the pre-printed return form and/or return label, please contact our Customer Care team on customercare@theflamel.com.

If you want to return multiple products that are part of the same order, be sure to send them back in one package using the original shipping box. Once the return has been received and inspected by us, we will send you a confirmation email.

Please note that you have 14 days to complete the return process online. After having submitted the return request, you will have an additional 14 days to ship the product back to us. We will not be able to accept any return requests beyond these terms.

When will I receive a refund for my return?

Once the return request has been accepted, we will proceed with the refund of your payment. The refund will be made within 10 days to the same account used for the initial payment.

Remember that if you have received a gift and wish to return it, the refund will be issued to the account of the person who originally made the purchase.

What happens if my order is cancelled?

We make every effort so that this doesn’t happen, but in the case that your order is cancelled, we will make a refund corresponding to the amount of the product you purchased.

We are here to help you, from Monday to Friday, from 09:00 to 17:00 CET (Central European Time) via email: customercare@theflamel.com or call one of the following numbers:

From Italy: 800939363
From the United Kingdom: 08009178924
From abroad: +39 0223345222