FAQ



Delivery and Pick Up 

No unfortunately local pick up has been paused indefinitely. As of October 11, we recognise that restrictions are eased and many businesses are "going back to normal" but we're not comfortable doing so just yet. COVID still exists and we all have unique situations that require us to take unique precautions. 

We still ship Australia-wide and offer free shipping on orders over $99.95. So sorry for the inconvenience, if anything changes we'll let you know!

 

Yes, however, we only ship to the following international countries*:

New Zealand, United Kingdom, Italy, South Africa, Canada, United States, Belgium, Israel, Switzerland, Singapore, Thailand, Kenya, Czechia, Ireland, Croatia, Greece, Samoa, Tonga, Denmark, Germany, France, Hungary, Luxembourg, Norway, Portugal, Spain, Sweden.

Unfortunately our main and most reliable international delivery partner, Australia Post, has suspended shipping to a number of countries due to significant COVID-19 delays. We've momentarily stopped shipping to some international areas until we can confirm that your order will arrive safe and sound. We will be shipping again as soon as we have tested and confirm our orders arrive in a safe and timely manner*.

NOTE: In some countries, we may only be able to ship to your main cities and metro areas. For more information please email hello@flexfactory.store

*Unfortunately, we cannot promise your package will arrive by a certain date, but please know that we do our best to get everything to you ASAP! Sometimes packages are held up in customs for seemingly no reason, and transit times can vary greatly from country to country.

Please rest assured, that our team will help you if you are worried about your orders arrival. If your order has surpassed the lead-time, email our team and they will assist to the best of their ability.

The following information refers to how long it takes for our Delivery Partners to travel and get your package from our warehouse to your door. These lead times are set by our delivery partners.


Our Delivery Service Providers Are: 1) Sendle - Sendle is our shipping service who allocate orders automatically to delivery companies such as FastWay, Couriers Please and DHL. 2) Australia Post - Who use AusPost, AusPost Express and StarTrack.


Australia: VIC, NSW, QLD, SA Standard Shipping. Delivered within 14 days after dispatched.


Australia: WA, TAS, RURAL AREAS Standard Shipping. Delivered within 15-20 days after dispatched.


New Zealand Standard Shipping. Delivered within 15-20 days after dispatched.


Within USA, Canada, Asia, Africa Delivered within 7 weeks after dispatched.


UK and Greater Europe Delivered within 7 weeks after dispatched.

We currently ship orders Mondays, Wednesday and Fridays.


Australian National Orders If you're in Australia, your order will be dispatched within 4 business days. Orders are dispatched Monday - Friday, though our team works on weekends to pack orders to pre-pare for a Monday send off.


International Orders They are dispatched within 3 business days, though tracking updates 5 days after dispatched. (Annoying, we know! We're working with our delivery partners to see what better options are available).


Public Holidays Orders In the event of a public holiday your order will ship on the closest following business day. During busy times (holiday season, sales etc) there may be delays of up to 3 business days. If there is an issue or we are unable to fulfil your order for any reason, we will contact you to let you know!


Contact us at hello@flexfactory.store if you have any questions. We pride ourselves in our customer service support. So no question is too big or small!

Yes - Unfortunately we cannot control any duties/taxes applied to your package. You will be responsible for paying any additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information.


Please Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.


You may be charged different customs fees with each order placed from Flex Factory, as taxes and processing costs may change in your country or region.

When entering your shipping address, always take care to double check all building / unit / apartment numbers / floors are included where applicable.


We also highly recommend shipping to a work / business address where possible.
If you have incorrectly entered your address and not yet received a shipping confirmation from us, please email us ASAP and we will advise you of the status of your order.


If your order has already shipped, unfortunately there is nothing we can do until (and if) your order gets returned to us. Sorry!



Order Issues 

Aaah! We're so sorry. Please send us an email at hello@flexfactory.store with details of your order number and the product that is missing, and we'll remedy this ASAP.

We aim to get your order right every time but mistakes occasionally happen.

If the item you received is not what you originally ordered or is faulty, please email hello@flexfactory.store with your name, order number and what you have received / the fault and we will take if from there!

As soon as you place an order, you will receive an email confirmation via the email address you entered on your order.


If for some reason, you did not receive an email, please check your spam folder and double check you entered your email address properly.


If you still haven’t received it after 24 hours please email us so we can assist at hello@flexfactory.store

We use Australia Post, Couriers Please, Fastway and DHL for deliveries. At the time of dispatch, the best delivery partner for your shipping location is chosen by our system and a tracking number will be emailed to you.

Delivery times can be anywhere from 2–45 business days, depending on your location (a big window, we know).
If you’ve received our dispatch notification, and it seems like your parcel is taking forever to arrive, it may be awaiting collection at your local Post Office or delivery depot and you may need to rearrange delivery with your local postal service.

If you received one, the instructions on your attempted delivery card should explain how to collect your parcel or rearrange delivery.
If the estimated delivery date has passed and there is no relevant information please contact us at hello@flexfactory.store



Billing Issues 

All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment then you will be notified of this immediately at the checkout.


A common reason for orders being declined is due to the billing address details being entered incorrectly. Please ensure that in the “billing address” section, the address to which your bank statements are sent is entered.


For full details of why the payment was declined, please contact your card issuer

All prices listed on our site are in AUD, and charged in AUD. If you are shopping internationally you can change the currency to your local currency.


The bank that has issued your card determines the exact exchange rate that you will pay, but in general it will match very closely with the current exchange rate.




Product and Stock 

Yes we do! If you'd like to stock Flex Factory products in your store, please contact us via the wholesale page :)

We have our permanent collection and some limited edition drops. Don't worry, it will say in the item listing whether it's sold out forever or on its way back to our store! Check back regularly or sign up to our newsletter to stay up to date.

We had this question a few times, and are looking for better solutions in the future. Though the best ways to remove the protective back of your acrylic coaster is to wet it with water and peel it off use a sharp stanley knife to slightly lift up the corner of the sticker, then use your fingers to peel the rest off. Be careful.

Different devices are calibrated slightly differently, which can impact the way colours are showing up on your screen. If you're unhappy with the colour of your item, please email us at hello@flexfactory.store




Refunds and Returns 

We do not currently offer returns or exchanges simply for change of mind. We are more than happy to exchange your item or issue a credit note if there is a notable problem or flaw with your purchase.
Please email us if there is a problem with your order at hello@flexfactory.store

If the product you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. We are more than happy to exchange your item or refund you if there is a notable problem or flaw with your purchase.
We do not currently offer returns or exchanges simply for change of mind - the consumer guarantees do not apply to this.
Please email us if there is a problem with your order at hello@flexfactory.store