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Customer Service

My Order

WHERE IS MY ORDER?

If you have not received your order within 3-7 working days (Mon-Fri), you will receive a notice regarding the delay. It may be that one item had to be backordered or that we are experiencing slight delays due to a high workload at Flashyflame.com. If you have not yet received your order within 7 working days (Mon-Fri) after receiving a delivery update from us, kindly contact our customer service team.

CAN I CHANGE OR CANCEL MY ORDER?

You cannot personally change your order after approving purchase. However, our customer service can change or remove items from your order as long as the order has not yet been processed by our warehouse. Contact us at info@flashyflame.com  and we’ll be happy to help. Please note that we do our best to process and ship all orders as quickly as possible, and there is only a small window in which we can make changes to an order. This means we may not always be able to help you, even if you contacted us right away.

Payment

HAS MY ORDER BEEN PROCESSED?

You will receive an order confirmation at the email address you provided almost immediately after your purchase has been approved.

THE PURCHASE DID NOT GO THROUGH, BUT HAS IT MADE A RESERVATION ANYWAY?

A charge in your bank account may rarely occur even if there was an error in the order. In such a case, it will be undone within 1-5 business days.

WHEN WILL I RECEIVE REIMBURSEMENT FOR MY RETURN?

When you return something to us the refund is based on the payment method you chose for the original order. If you choose to pay with credit/debit card, the refund will be placed onto the same card. This money will usually be received within 2-3 banking days, but can take up to 6 banking days until it is available on your account.

Delivery

STANDARD DELIVERY

3-7 work days (Mon-Fri)

With Post Nord delivery

WHERE IS MY ORDER?

Delivery time is 3-7 work days (Mon-Fri) from the day you receive handler confirmation. If you have not received your order within this time, you will receive a notice regarding the delay. It may be that your item has to be backordered or that it is just slightly delayed due to the high load flashyflame.com  is currently experiencing. If you have not received your order within 7 work days after (Mon-Fri) receiving a delivery update from us, we ask you to contact our customer service team so we can check what has happened.

MISSING YOUR ORDER CONFIRMATION?

If you have not received your order confirmation shortly after you placed your order, it could mean that something has gone wrong with your purchase. Log in to My Page to see the status of your order. Go to “My Orders”, search for the order and double check that everything looks okay.

I RECEIVED AN EMAIL SAYING THAT ONE OR MORE ITEMS FROM MY ORDER ARE SOLD OUT. WILL THESE BE SHIPPED LATER?

If you had the bad luck of items turning out to be sold out due to an incorrect stock balance, then unfortunately we will not be able to ship them to you when/if they are eventually restocked. We recommend you place a ‘Size Monitor’ on the item. You will be refunded for the cancelled items in the usual manner.

RETURN

Where is my return?

On My Pages you can track your return (applies to logged in members). You will receive a return confirmation via email as soon as we have received your return.

Have you received my return?

From the time you submit your return to your agent, it can take up to 14 days before you receive your refund. You will receive a return confirmation via email as soon as we have received your return.

Does it cost anything to make a return?

It is free return shipping if you place a new order within 24 hours, otherwise a return fee of SEK 39 will be added.

Will I receive a new invoice for the new amount if I make a return?

Yes. KLARNA sends an updated invoice via email after we have received your return. Here you can see your updated invoice inside My Purchases.

NOTE! In the event of returns, fees such as Fast delivery and invoice fee. Remember that you can move forward your invoice due date yourself if needed at Klarna by logging in.

Can I return items from different orders in the same package?

Yes, it is possible to put goods from different orders in one and the same return package. Just remember that you must log in and register all items that you send in return. When you have received a return confirmation from us, contact our customer service and they will fix it so that you only pay one return postage SEK 39. Register your return under My Pages.

Can I return sale items?

Yes of course! You have the same right of return for all goods you buy from us. Register your return under My Pages.

How long do you wear?

You have 14 days to decide if you want to keep your products, calculated from the time you receive your package. The products must be returned in original condition and in their original packaging with labels and tags left.

Remember to save your hand-in receipt from Post Nord until you have received a return confirmation from us.

Refund

From the time you submit your return to your agent, it can take up to 14 days before you receive your refund. You will receive a return confirmation via email as soon as we have received your return.

Card payment / Direct payment / PayPal – the refund is made within 1-5 banking days (after receipt of return confirmation) to the same account that was used at the time of purchase.

Klarna invoice / Klarna Partial payment – when we have received your return, KLARNA will correct your invoice within 1-5 banking days (after receipt of return confirmation).

Gift card: the refund is made to the same gift card that was used at the time of purchase within 1-3 days (after receipt of return confirmation). Do not have your code left? Contact our customer service and we will help you further.

In order for you to be refunded, your return needs to be approved. The product must be returned within 14 days. The products must be returned in original condition and in their original packaging with labels and tags left.

For returns, no fees are refunded for faster delivery or invoice fee. Once you have received a return confirmation to your email, the process for your refund will begin.

Right of withdrawal

You always have the right to withdraw for 14 days in accordance with current consumer protection legislation. This means that you as a customer have the right to cancel your purchase by notifying FLASHY of this within 14 days of you or a representative receiving the ordered item (the withdrawal period). The item must be returned within 14 days from the date you notified FLASHY that you have exercised your right of withdrawal. The products must be returned in original condition and in their original packaging with labels and tags left. For more information about your right of withdrawal, see our general terms and conditions which you will find here.

Complaint

The right of complaint covers goods that are defective in accordance with current consumer protection legislation. You should contact us as soon as possible after you discover the error. For complete information about your right to make a complaint, check out our general terms and conditions.

As soon as we have received and processed your complaint, we will send you a return confirmation via email. NOTE! Remember that a complaint can take a little longer to get a response than a return.

Is your order closed for return? Get in touch with our spring customer service, and we will help you! We are of course responsible for return shipping for approved complaints

Ordering

Where is my order?

On My Pages you can track your package (applies to members). If the package fits in your mailbox, it will be delivered there in the first instance. If it does not fit in your mailbox, the package will end up at your chosen delivery point. You will receive an SMS when the package can be picked up.

Can I change or delete my order?

You have not changed your order yourself after you have confirmed it. However, our customer service can change or remove items from your order as long as it has not been processed by our warehouse. Contact us here and we will use you.

NOTE! With fast delivery, your order is processed faster than with standard delivery.

Payment

Has my order gone through?

You will receive an order confirmation to the e-mail address you discover almost immediately after your purchase has been approved.

The purchase did not go through, but a reservation has been made anyway.

In rare cases, this can happen and reserve on your bank account even if an error occurred at the time of ordering. This will then be released again within 1-5 banking days.

When will I receive a refund for my return?

You can see your refund on your bank statement within 5 banking days from the days you received your return confirmation from us. The refund always makes the same debit card as the users at the time of purchase.

Delivery

Standard delivery

• NOK 49 in shipping fee

• 3-5 working days (Monday-Friday, not red days)

• Delivered by Post Nord

Where’s my order? On My Pages you can track your package (applies to logged in members). If the package fits in your mailbox, it will be delivered there in the first instance. If it does not fit in your mailbox, the package will end up at your chosen delivery point. You will receive an SMS when the package can be picked up

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