WHEN WILL MY ORDER SHIP?

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! 

HOW MUCH DOES SHIPPING COST? HOW LONG WILL MY ORDER TAKE TO ARRIVE?

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.

IMPORTANT: International orders may need to pay customs fees. Unfortunately this is out of our control and changes dependant on policy of each respective international area shipped to. 

Australia: VIC, NSW, QLD, SA 
$3.95 Standard Shipping. Delivered within 14 days after dispatched.
 
Australia: WA, TAS, RURAL AREAS
$3.95 Standard Shipping. Delivered within 15-20 days after dispatched.
 
Within USA, Canada, Asia, Africa
$35 AUD. Delivered within 7 weeks after dispatched.
 
UK, EuropeDelivered within 7 weeks after dispatched.
$35 AUD. The lead times a longer than we'd like for them to be. Though our delivery partners aren't able to guarantee an earlier time frame
 
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.

 

CAN I PICK UP MY ORDER?

Yes1 We now offer pick up from our warehouse at Shop 5/450 Elizabeth St in Surry Hills, NSW, 2010. If you have an urgent delivery deadline or want to save a bit of money on shopping, use this service to pick up your amazing goodies.

This service is currently available on Monday, Wednesday and Friday from 12-3pm. These days are subject to change, so please check this page or email us if you have any questions. 

Please bring a screenshot of your confirmation email and order no. If someone is picking up on your behalf, please email their full name to: hello@flexfactory.store

If you have any questions or need reassurance. Please email our amazing team at hello@flexfactory.store for support. 
 

IMPORTANT! INTERNATIONAL SHIPPING 

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*. We are reviewing this on a weekly basis.
For updates, please email hello@flexfactory.store as some areas may be added or taken away since.
*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.
*Please note that this is an estimate, if you still have not received your order please contact us immediately at hello@flexfactory.store

INTERNATIONAL SHIPPING ZONES

We only ship to the following international countries*

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

 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

 

WILL I BE CHARGED CUSTOMS / IMPORT DUTIES?

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. 
 

I ENTERED THE WRONG SHIPPING ADDRESS, WHAT SHOULD I DO?

When entering your shipping address, always take care to double check all building / unit / apartment numbers / floors are included where applicable. Also assure that you are entering the information into the correct field.
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 (hello@flexfactory.store) 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!
    

WHY IS MY ORDER LATE?

We always try to get your orders to you in the timeframe outlined, but sometimes this is out of our control. 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
       

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