Frequently Asked Questions
Order Status & Tracking
I didn’t receive an order confirmation. What should I do?
It's important we confirm your order. If you haven't received an email confirmation, please reach out to us at shopflax@flaxdesigns.com and we'll gladly send it again.
How can I check the status of my order online?
If you have an account with us, simply log in to view your order status. If not, don't worry, just email us at shopflax@flaxdesigns.com or call us at (888) 505-FLAX, and we’ll happily update you.
Can I change or cancel my order after placing it?
We process orders quickly, but we’ll do our best to assist with any changes. Please call us as soon as possible at (888) 505-FLAX.
When can I start tracking my order?
Once your order ships, we'll send you a tracking email. It might take up to 24 hours for the tracking information to update in the carrier's system.
Tracking indicates delivery, but I can't find my package. What should I do?
We understand that sometimes packages can go missing, and it can be frustrating. We're here to assist you! Here's what to do:
- Start by checking around your delivery area and with your neighbors. Sometimes, it might be closer than you think.
- If your package is still missing, get in touch with your local carrier. They might have more information about the delivery.
- Finally, please give us a call at (888) 505-FLAX. We're here to help and will do our best to assist you further during this situation. Your satisfaction is important to us, and we'll work together to resolve any issues.
Ordering & Payments
I am not sure what size I am. How do I find out?
We're here to help you find the perfect fit! For each garment, you'll find approximate measurements under the “size guide” on its product page. If it's your first time with FLAX, feel free to refer to our sizing guide page or reach out at (888) 505-FLAX for personalized advice.
I saw an item at a local boutique and can’t find it on your site. How can I find it?
We'd love to help you find what you're looking for! Please email us at shopflax@flaxdesigns.com or call (888) 505-FLAX with a description and the color of the item, and we’ll do our best to help you locate it.
What if the item I am interested in is unavailable? Will you be getting more?
We frequently update our inventory. If there's something you're eyeing, email shopflax@flaxdesigns.com or call (888) 505-FLAX. We'll gladly inform you about its future availability.
How do your Gift Cards work?
A FLAX gift card makes a delightful gift! You can purchase one at the bottom of our homepage. The 16-digit code will be emailed to you, which can be entered at checkout to apply the credit.
Is gift wrapping available?
We take pride in wrapping all orders beautifully. For a special touch, feel free to add a note in the “special instructions” box when ordering. Rest assured, prices won't be shown on packing slips.
What are your payment options?
We accept all major credit cards (Discover, American Express, Visa, and Mastercard), PayPal, and FLAX Gift Cards for your convenience.
My credit card was declined, but the charge is showing. Did my order go through?
It can be concerning, but your order didn’t go through. The "charge" is actually a pre-authorization hold. It's advisable to contact your credit card company to resolve this. They can clarify any holds and why your card was declined.
Returns
How can I return an item?
Returning is easy! The packing slip included in your order has all the instructions. You can also visit our Return Policy page for the policy and instructions, or if you need a new packing slip, email us at shopflax@flaxdesigns.com and we’ll send one over.
Please note, items marked "FINAL SALE" are non-returnable for refunds, store credit, or exchanges.
Can I exchange my item?
Absolutely! Place a new order for the desired item online or over the phone, and we'll process your refund once we receive your return.
Please note, items marked "FINAL SALE" are non-returnable for refunds, store credit, or exchanges.
Why is my refund less than the original amount?
We refund the item's cost but not the original shipping. If you use the UPS pre-paid return label, a $10 fee is deducted.
Shipping & Charges
Is my billing and shipping information saved for future orders?
Yes, create an account and log in to have your information saved for quicker checkouts. You can easily change or add addresses too.
What's the difference between shipping and billing address?
Your shipping address is where we send your order, and your billing address should match your credit card statement's address.
What are your shipping rates?
We have a $10 flat rate for standard US shipping, free for orders over $200 (domestic only). For quicker delivery, we offer 2nd Day at $25 and Next Day at $45. International rates are based on weight and destination. More details on our Shipping Policy page.
Account & Browsing
What if I forget my password?
No problem! Click Log in, then "Forgot your password?", enter your email, and we'll guide you on how to reset it.
Do I need to provide my email to browse products?
Not at all! Feel free to browse. We’ll only ask for your email when you decide to make a purchase to keep you updated.
Is account creation necessary for shopping?
It's not required. We welcome guest shopping. Creating an account simply makes your next visit quicker and easier.