FLAX Customer Service
Our Customer Service Team is available weekdays, 9am - 5pm EST.
Call us: (888) 505-FLAX
Please browse our Frequently Asked Questions below for immediate answers
to our most popular questions.
Order Status & Tracking
I didn’t receive an order confirmation. What should I do?
If you did not receive an email confirmation of your order, please
email us at
and we will check on the order for you and send it again.
How can I check the status of my new order online?
If you have an account with us and you were signed in at the time you
submitted your order, you may check your order status anytime by
signing into your account. If you do not have an account or forgot to
login before placing your order, please email us at
or give us a call at
(888) 505-FLAX and we are happy to
update you on the status of your order.
Can I make a change or cancel my order after placing it?
Due to our quick processing time, there is a short window of time to
make any changes or cancel an order. Please call us at
(888) 505-FLAX, as soon as possible
and we can discuss how best to assist. It is very helpful for us if
you check your order confirmation in a timely manner to be sure you
order is correct.
When can I track my order?
You will receive an email with your tracking number as soon as your
order ships. Please allow up to 24 hours for the tracking number to
properly update in the UPS or USPS system.
My tracking information says my package was delivered, but I don’t see
it. What do I do?
The first thing we suggest is to check your mailbox, on or around your
porch, and other possible delivery spots such as with your neighbors.
If your package doesn’t turn up within a few hours of when it was
marked “delivered”, contact your local carrier. After that, please
feel free to call us at
(888) 505-FLAX and we can begin a
claim to find your package.
Ordering & Payment Options
I am not sure what size I am. How do I find out?
We are happy to offer any advice on the fit of our products,
especially if you have never worn FLAX before as we do have our own
unique size scale. Approximate measurements for each garment can be
found under the “sizing” tab on its product page. For general sizing
information, please refer to our
I saw an item at a local boutique and can’t find it on your site and/or
don’t know the name.
Our customer service is always happy to help. Please email us at
or call (888) 505-FLAX with a
description of the item as well as the color you saw it in and we will
do our best to help you locate what you are looking for.
What if the item I am interested in is unavailable? Will you be getting
We continuously receive new inventory but depending on how new the
collection is will determine if we will be re-stocking or not. If you
would like something in a color or size that is not available on our
site, please email us at
or call (888) 505-FLAX and we can
update you on the future availability of the item.
How do your Gift Cards work?
A FLAX gift card makes a great gift! At the bottom of our home page
under the Shop heading, you will find a link to purchase a gift card.
An email will be sent to the purchaser (not the recipient) with a link
to a 16-digit code. This may be entered in a designated spot on the
check out page to apply the credit from the gift card.
Is gift wrapping available?
We take pride in wrapping all orders, but if you would like us to add
a special note please let us know in the “special instructions” box
when ordering. Prices are not shown on our packing slips.
What are your payment options?
We accept all major credit cards (Discover, American Express, Visa and
Mastercard), PayPal, and FLAX Gift Cards.
My credit card was declined, but the charge is showing on my credit card
account. Did my order go through?
No, your order did not go through. The “charge” that appears on your
credit card account is a pre-authorization hold. They are not charges;
however, your credit card company may be temporarily holding those
funds. Your card may have been declined for one of the following
Your BILLING address (Including your Name) entered does not
exactly match the BILLING address that your credit card
company has on file.
Your credit card company is declining your transaction because of
insufficient funds or another reason from your card company.
*Please contact your credit card company to release any pending holds
from FLAX if you received an ERROR message that matches any of the
reasons above. FLAX has no control of how long the authorized funds
How do I return an item?
You may find complete details on our policy as well as instructions on
how to make a return on our Returns page. The steps to make a return
are conveniently located on your packing slip, but if you no longer
have your packing slip or would like a second copy to keep for
yourself, please email us at
and we will happily email you another one.
Can I exchange my item?
If you would like another size, color or style you can place a new
order online or over the phone
(888) 505-FLAX at any time. We will
refund you for the item you return once we receive it.
Why isn’t my refund for the full amount that I originally paid?
When you make a return for part or all of your order, we do not refund
the original shipping cost, if any. Additionally, if you use the
provided UPS pre-paid return label, $10 will be deducted from your
return, as indicated on your packing slip.
Shipping Options & Charges
Do you save my billing and shipping information, so I don’t have to
enter it each time I place an order?
If you create an account with us and are logged in, your billing and
shipping information will automatically show up while checking out. If
you need to make a change to either address you will certainly be able
to do so and we are able to save multiple addresses per customer.
What is the difference between a shipping and a billing address?
Your shipping address is where you would like your order to be shipped
to. Your billing address is the same as the address associated with
your credit card. Your billing address must be entered the exact way
is appears on your credit card statements.
What are your shipping options?
We offer an $10 flat rate for standard shipping within the U.S., free
for orders over $200. If you need your package expedited, we offer 2nd
Day for $25 and Next Day for $45. Shipping rates for international
orders are calculated based on the weight of your package and its
destination. Please refer to our
Shipping Page for further
User Account & Website Questions
What do I do if I forget my password?
Click here. Then click on "Forgot your
password?", enter you email address, and you will receive an email
with instructions on how to reset your password.
Do I have to provide my email address if I want to browse the
No, you do not have to provide your email to browse around our site.
We will ask for your email address when you choose to make a purchase
so that we can send you an order confirmation immediately after you
place your order as well as a tracking number once it ships. This is
to let you know that we have received your information correctly and
are processing your order.
Do I have to sign in/create an account?
We welcome guest shopping, so you do not have to sign in or create an
account to shop with us.