Returns & Refunds

Hello,

If you need to request the return of one or more products, please submit a Return Request online and then follow the steps below.

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.

Please note that items must be returned new, unused, and with all labels and garment tags still attached. Returns that are damaged, soiled, stained or altered may not be accepted and may be sent back to you. Where provided, the original designer packaging, authenticity cards, dust bags and hangers should be included with your return. Items should be returned in their original packaging to ensure they are adequately protected in transit. Returns that do not comply with these regulations will not be accepted under any circumstances.

Submit a Return Request Online

If you have registred an account with us, you can submit your request by accessing your account and selecting «Request New Return» under the «My Returns» section. If you have placed your oder as a guest, please use this link.

Select the items you wish to return and for each item be sure to indicate the reason for returning it. After you submit your request, you'll receive a confirmation via email. Should you not find any orders and/or items to return, you might have exceeded the maximum number of days for requesting a return.

If you are having trouble submitting your return request, we suggest you contact our Customer Care team for advise. Please note that if you wish to return multiple items from the same order, be sure to include them all in the same online Return Request.

Prepare & Send us your Return

After submitting your return request, make sure to send the items back to us following the below steps:

  • Fill out the Return Form that you will find in the original package sent to you.
  • Carefully pack the items and prepare your return.
  • Use the pre-printed label to send the package back to us.

If you can’t find the preprinted 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. We provide a prepaid return label for each order; should you need an additional prepaid return lablel, the return shipping fees may be deducted from your refund.

Go to the DHL website to arrange a pick-up for your return, or click on this link to find a drop-off location: DHL Service Point Locator.

Schedule a pick-up with DHL

As soon as you have handed over your return to the carrier, please log in to your Account and confirm that the shipment has been made.

Once the return has been received and inspected by us, you will receive a confirmation email.

Returns & Refunds Processing

We will issue a refund as soon as your return has been reviewed and approved by our quality check team. The refund will be processed to the payment method originally used for payment. Please note that refunds may take up to 10 working days to appear on your bank statement, depending on your bank. Please note that if you have received a gift and would like to return it for a refund, the person who originally purchased the gift will receive the refund.

If an returned item does not comply with our Returns Policy, we will not approve and process the refund. We reserve the right to not return an item which does not comply with our Returns Policy. Please contact our Customer Care team to enquire about the validity of your return if you are unsure.