How much is UK delivery?

UK Standard Delivery is £3.99, or free when you spend over £45. UK Next Day Delivery is £5.99.

How long does UK Standard Delivery take?

UK Standard Delivery usually takes 2–5 business days after dispatch. For full delivery information and the latest shipping options, please see our Shipping page.

Do you offer Next Day Delivery?

Yes! UK Next Day Delivery is £5.99. Orders need to be placed before 3:30pm Monday to Friday.

Do you deliver internationally?

Yes, we deliver to many destinations worldwide. Worldwide Express Delivery generally takes 1–5 business days after dispatch. Please see our Shipping page for the latest destinations and delivery information.

How much is international delivery?

Express Delivery to Canada is £15.99, and Express Delivery to Australia and New Zealand is £18.99. Delivery charges for other available destinations vary. Please see our Shipping page for the latest information.

Do you deliver to the USA?

Our UK website doesn’t currently ship to the USA. US customers should shop through our dedicated US store.

Do you deliver to the EU?

Shipping from our UK store to EU countries is currently paused. We made this decision because customers were experiencing unexpected and sometimes expensive country-specific customs, brokerage and local charges. We’re working on a better solution and hope to make EU delivery available again in the future.

When will EU shipping be available again?

We don’t currently have a confirmed date for EU shipping to resume. We’re working on a solution that avoids customers being surprised by unexpected charges.

Are there any countries you don’t currently ship to?

We currently don’t ship from our UK store to the USA, EU countries, Russia, China, Ukraine, Iran, Bahrain, Kuwait, Qatar, Saudi Arabia, Jordan, Oman, Iraq, Israel, Lebanon or the UAE. Please check our Shipping page for the latest information.

Will I have to pay customs or import charges?

International orders may be subject to customs duties, brokerage fees, taxes or other local charges depending on the destination. These charges are outside our control and are the customer’s responsibility.

Do delivery times include weekends and bank holidays?

No. Delivery estimates are based on business days and don’t include weekends or bank holidays.

How can I track my order?

Once your order has been dispatched, you’ll receive tracking information so you can follow its journey.

My tracking hasn’t updated. What should I do?

Tracking can sometimes take a little time to update after your order has been dispatched. If it hasn’t updated for an unusually long time or you’re concerned about your delivery, please contact our customer care team at help@theflatlay.co.

My tracking says delivered, but I can’t find my parcel. What should I do?

We’re so sorry you haven’t been able to find your parcel. Please check around your property, any designated safe place and with neighbours who may have accepted it for you. If you still can’t locate it, please contact our customer care team at help@theflatlay.co and we’ll do everything we can to help.

There’s an item missing from my order. What should I do?

Oh no, we’re so sorry about this. Please contact our customer care team at help@theflatlay.co with your order details and they’ll be happy to look into this for you.

I received the wrong item. What should I do?

We’re so sorry about that! Please contact our customer care team at help@theflatlay.co with your order details and they’ll help get this sorted for you.

Can I change or cancel my order?

Our orders move quickly once they’ve been placed, so we’re unable to guarantee that an order can be changed or cancelled once submitted.

I checked out as a guest. Can I still access my order?

Yes. You can use Shopify’s secure sign-in using the email address you used at checkout. Shopify may send you a verification code to securely access your order information.

Why do I need to sign in to ask about my order?

This helps keep your personal and order information private. Order-specific information can only be provided once your identity has been securely verified through Shopify.

Can I return an item?

Yes. Unused products can generally be returned within 28 days of delivery. Items must be in their original condition and packaging, with swing tags attached and no signs of use, makeup stains or damage.

How do I arrange a return?

Please email our customer care team at help@theflatlay.co with the subject line “Return” and let us know the reason for your return.

Do you have an online returns portal?

We don’t currently use a self-service returns portal. Please contact our customer care team at help@theflatlay.co to arrange your return.

Do I have to pay for return postage?

For standard returns, the customer is responsible for the cost of return postage. We recommend using a tracked service, as we can’t be responsible for returns that are lost on their way back to us.

Will my original delivery charge be refunded?

Original shipping charges are non-refundable.

Can I exchange an item?

We don’t currently offer exchanges, but you’re welcome to return your item for a refund and then place a new order on our website for the item you’d prefer. To arrange your return, please contact our customer care team at help@theflatlay.co.

How long will my refund take?

Once your return reaches our warehouse, please allow up to 2 weeks for it to be inspected and processed. Once your refund has been processed, it can take a further 5–7 business days to appear, depending on your payment provider.

Where can I read the full returns policy?

You can find full details on our Returns & Refunds page.

My item is faulty, damaged or has arrived with a mark. What should I do?

Oh no, we’re so sorry about this. We completely understand how disappointing it is to receive your item like that. Please email our customer care team at help@theflatlay.co with your order number and clear photos showing the issue. Our team will review everything and advise you on the next steps.

Will I receive a refund if my item is faulty or damaged?

Our customer care team will need to review the issue first before confirming the appropriate resolution. Please email help@theflatlay.co with your order number and clear photos showing the issue, and our team will be happy to help.

Where should I send photos of a faulty or damaged item?

Please email clear photos showing the issue, along with your order number, to help@theflatlay.co. Our customer care team will review them and advise you on the next steps.

Are your products machine washable?

Many of our products are machine washable, but not all of them. Please check the Material & Care information on the individual product page for the correct instructions for your item.

How should I wash my machine-washable bag?

For our standard machine-washable bags, use a gentle 30°C cycle and hang to dry. Please always check the care information on the individual product page first, as instructions can vary by product.

Can I tumble dry my bag?

Our standard machine-washable bags shouldn’t be tumble dried. Hang them to dry instead, and always check the individual product’s care instructions.

Can I spot clean my bag?

Where recommended for your product, small makeup marks can be spot cleaned with a little washing-up liquid on a damp cloth. Please check the specific care information for your item first.

Will machine washing affect the metal parts?

Frequent machine washing may cause metal parts, zips or toggles to tarnish over time, so we recommend spot cleaning where possible.

How do I clean the Flat Lay Brush Holder?

The Flat Lay Brush Holder is hand wash only. Don’t tumble dry, iron or bleach it.

Where can I find full care instructions?

Please check the Material & Care information on the individual product page for the most accurate instructions for your item. You can also visit our Wash & Care Instructions page.

Which products are machine washable?

You can browse our current Machine Washable collection here. Always check the individual product page for its specific care instructions.

Do you have your own stores?

We don’t currently have our own physical stores, but you can find The Flat Lay Co. through a number of major retail partners, both in-store and online.

Where can I buy The Flat Lay Co.?

Our retail partners include ASOS, Blue Diamond, Boots, Debenhams, Frasers, Lookfantastic, Next, Oliver Bonas, Prestige Touch, Sephora, Zalando, Marks & Spencer, Fenwick, Anthropologie, Brown Thomas, Beauty Bay, Blivakker, Cocopanda, Galeries Lafayette, Bath & Unwind and Urban Outfitters.

Availability varies between retailers, locations and online stores, so please check the retailer’s website directly for their latest stock.

Do all of your stockists sell the full range?

Not necessarily. The products available can vary between retailers. Our own website is the best place to browse our widest current selection.

Can you check whether a retailer has a product in stock?

Retailers manage their own stock, so please check the retailer’s website or contact your local store directly for their latest availability.

Do you offer local pickup or collection?

No, we don’t currently offer local pickup or collection directly from The Flat Lay Co. However, our products are available through a number of major retailers, both in-store and online. Please check the retailer’s website directly for current availability.

I bought my product from another retailer. Can I return it to you?

If you purchased your item from one of our retail partners, please arrange your return directly with that retailer in line with their returns policy.

How can I contact customer care?

Our customer care team is here to help! Please email help@theflatlay.co and include any relevant order details so the team can help you as quickly as possible.

Can I speak to a person through the website chat?

Our website chat is looked after by Ava, our virtual assistant, who can help with lots of common questions. If your query needs help from our customer care team, Ava will let you know the best next step.

What if Ava can’t answer my question?

Ava will always do her best to help! If your question needs further investigation or help from our customer care team, please email help@theflatlay.co.