Refunds & Returns

1. Returns

Eligibility

You may request a return if:

  • The item arrives damaged or defective
  • You receive the wrong item
  • There is a printing or production error
  • The product does not match the description

Products that are made to order or customised/personalised, returns for change of mind are not accepted.

Return Window

You must contact us within 14 days of receiving your order to request a return or replacement.

To start a return, email us at:
info@theflagend.co.uk
Please include your name, order number, and photos of the issue (if applicable).

2. Refunds

When Refunds Are Issued

Refunds may be issued if:

  • A product is faulty or damaged
  • A replacement cannot be provided
  • Your order is cancelled before production begins
  • We approve your return based on the issue

Refunds are issued to your original payment method.
Please allow 3–10 business days for the refund to appear, depending on your payment provider.

Non-Refundable Items

  • Custom-made or personalised items (unless faulty)
  • Any items damaged due to misuse
  • Orders outside the return window

3. Replacements

If your order arrives damaged, misprinted (misprinted by our mistake), or incorrect, we will send a replacement at no extra cost once the issue is confirmed.

We may require:

  • Photos of the item
  • Photos of the packaging
  • Order number and description of the problem

4. Shipping Costs

If the return is due to our error (e.g., faulty item, wrong item), return shipping costs are covered by us.

If a return is accepted for any other reason, the customer may be responsible for shipping costs.

5. Order Cancellations

Orders can only be cancelled before production begins.
Once the order enters production or printing, cancellations may not be possible.

6. Lost or Missing Orders

If your order does not arrive within the expected timeframe:

  • Contact us and we will investigate.
  • If the parcel is confirmed lost, we will offer a replacement or refund.

7. Contact Us

If you need help with a refund or return, please reach out:

The Flag End
Email: info@theflagend.co.uk
Website: www.theflagend.co.uk