Payment & Refunds
What forms of payment do you accept?
We accept Google, Shop Pay, Visa, Mastercard, American Express, UnionPay and Klarna.
Flattered engages Klarna Checkout as its sole payment solutions provider.
Payments may be made in the currencies listed in Flattered’s online store. You may pay by credit card, debit card or Klarna Invoicing. For further questions regarding payments, we refer you to Klarna’s customer service at +46 8-120 120 10. Please note that Klarna's purchase Terms & Conditions are assumed as accepted by the customer when a payment is made at checkout. You can read about Klarna's Data Protection Policy here.
Do I have to pay customs and taxes?
Items shipped within Europe, USA and Canada are not subject to additional customs or taxes.
Items shipped outside of these areas may be subject to local import duties, taxes and/or charges, which are neither included in the total cost of your order nor reimbursable by Flattered.
When will I receive my refund on returned prouct?
Returned items can take up to 14 business days from the date your return tracking information shows delivered to be processed by our warehouse. When the item in question has been inspected and registered as a return, we will cancel or refund your payment. Please note that refunds can take up to 3-5 business days to appear on your bank account due to varying processing times of financial organizations.
We always do our best to ensure that your refund reaches you on time, and without delay. In case of a delay in the refund please contact our customer support at support@flattered.com.
Payments with Klarna
If you have paid with Klarna you need to register the return by visiting the KlarnaPortal. Select the order and click 'returns'. This will pause your payment due date until the return has been processed. Klarna will then provide you with your new invoice total or send a confirmation email when there's no payment due anymore. If you have already paid you will receive your refund within 3-5 business days.
Payments with Credit card
If you have paid with Credit card we will refund the money for the returned product as soon as the return is registered at the warehouse. Please note that refunds can take up to 3-5 business days to appear on your bank account due to varying processing times of financial organizations.
What currency are your prices in?
Flattered displays and collects payments in the local currencies of select countries. To view or change your currency, click “Shipping to“ in the top right-hand corner of your screen and select your country. For mobile website users, click the three lines in the top left-hand corner and scroll down to “Shipping to.”
If your payment card is registered with a different currency than the currency selected at checkout, your bank will convert the price using their exchange rate.
When we convert our prices into different currencies, additional fees may be included to offset the daily exchange rate’s fluctuations, as well as additional transportation costs.
Note: Many banks collect a conversion fee for handling transactions in another currency. Flattered is not responsible for any fees.
How do I use a discount code?
You can enter your discount code under “Enter discount code” at check out. Once you hit “OK” it will automatically be applied to your purchase.
Please note that you may not be able to combine the code with another offer simultaneously.
My discount code does not work
If you are having issues with your discount code, please try the following:
1. Make sure you've entered the code exactly as it was given to you, without any spaces.
2. Try copy-pasting the code into the 'Enter discount code' box.
3. Check the validity of your code. You may not be able to combine the code with another offer simultaneously.
If you have a valid discount code that still does not work, please contact our customer support at support@flattered.com
Return & Exchange
What is your return policy?
We've extended our returns policy for the Holidays 2024 until 13 January 2025.
For a return to be accepted, it must be sent back within 30 days and received by us in an unchanged condition. Once the return is processed and accepted, we will give you a refund by way of your original payment method.
We aim to refund you within 14 days of receiving the returned item.
Please note: Shipping costs are non-refundable.
Items shipped may be subject to local import duties, taxes, and/or charges, which are neither included in the total cost of your order nor reimbursable by Flattered.
If an item is returned to us damaged, worn, or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn and in the same condition you received them.
Items bought in our flagship store can only be returned to the flagship store.
Items bought at a retailer can only be returned to the same retailer as the product was bought from.
Items bought on our website can not be returned to any retailer.
Please note that our company is not responsible for returns sent to the wrong address, including items intended for other companies. Customers must ensure they follow our return policy and use the correct return address.
Please use the return slip provided by Flattered. If you use your own return slip, we will not be able to cover that cost.
When will I receive my refund on returned product?
Returned items can take up to 14 business days from the date your return tracking information shows delivered to be processed by our warehouse. When the item in question has been inspected and registered as a return, we will cancel or refund your payment. Please note that refunds can take up to 3-5 business days to appear on your bank account due to varying processing times of financial organizations.
We always do our best to ensure that your refund reaches you on time, and without delay. In case of a delay in the refund please contact our customer support at support@flattered.com.
Payments with Klarna
If you have paid with Klarna you need to register the return by visiting the KlarnaPortal. Select the order and click 'returns'. This will pause your payment due date until the return has been processed. Klarna will then provide you with your new invoice total or send a confirmation email when there's no payment due anymore. If you have already paid you will receive your refund within 3-5 business days.
Payments with Credit card
If you have paid with Credit card we will refund the money for the returned product as soon as the return is registered at the warehouse. Please note that refunds can take up to 3-5 business days to appear on your bank account due to varying processing times of financial organizations.
Can I exchange a returned item for another?
We're currently unable to facilitate exchanges.
However, for our US customers, we're pleased to offer exchanges through Happy Returns. If you wish to exchange a product, please return the items you want to exchange and place a new order on flattered.com. After registering your return, you can use your return fee as a credit on your new order. You will receive the information on using your credit in your return mail.
How do I initiate a return?
As a Flattered customer, you are entitled to sale on approval — which means you can cancel your purchase, even if the goods are not defective, within 30 days of delivery.
Always save the return receipt until your refund has been confirmed by Flattered.
For a smooth and safe return of your purchase, please follow these steps:
Post Office
1. Register your return in our Return Portal and print your return label. Use the email from your order and the order ID to initiate the return.
2. Pack your order as it was received in its original box.
3. Paste the prepaid return label on top of the original address label.
4. Return your order to your closest pick-up point within 30 days of the date of delivery.
Home Delivery
1. Register your return in our Return Portal and print your return label. Use the email from your order and the order ID to initiate the return.
2. Pack your order as it was received in its original box.
3. Paste the prepaid return label on top of the original address label.
4. Arrange for the carriers to pick up your return within 30 days of the date of delivery.
Budbee
1. Go to the Budbee app and find the order you want to return
2. Click on "Book a return". You do not need to print a return label, Budbee takes care of that.
3. Choose how you want to return:
- Pick up at your door: If you choose pickup at your door, book the date and time that suits you best, Budbee will pick up the return at your place.
- Budbee box: If you choose the Budbee box, you book the desired box and receive a PIN code that you enter at the box display.
When will an item be back in stock?
We recommend signing up for our waiting list to be notified of when an item will be back in stock. You will find a sign-up option next to the size information listed on the product detail page.
What should I do if my order was damaged in transit?
Flattered ensures that all items undergo a quality check before being sent out to our customers. Any damage incurred in transit that is visible before the package has been opened should be reported to our customer support at support@flattered.com.
Remember to include a picture of the shoes, along with your order number.
Return without printer (Germany)
If you are returning an order from Germany, you will find a QR code on your return label. You can show this QR code (e.g. on your smartphone) to DHL and they will print out the return label for you. This is especially helpful if you do not have a printer at home.
Bei Rücksendungen aus Deutschland findest du einen QR Code auf dem Retourenlabel. Mit Hilfe dieses QR Codes (z.B. durch Vorzeigen auf deinem Smartphone) kann DHL das Retourenlabel für dich ausdrucken. Du benötigst für deine Retoure keinen eigenen Drucker.
Order & Shipping
Where is my order?
We always do our best to ensure that your orders reach you on time, and without delay.
If an item hasn't been delivered on time, please refer to your order confirmation email to check if it was placed on extended delivery. You can also track your order using the tracking number provided on your order confirmation.
If your estimated delivery date has passed, and you have not received any information regarding delivery delays, please contact our customer support at support@flattered.com.
How do you ship?
If you want to be sure to receive your delivery before the Holidays, these are the important shipping times you need to be aware of. Please note that if you live where the deliveries usually take an extra day, you must add the dates yourself. The days are based on the forwarders' listed shipping times and cannot be guaranteed.
When your order has left our warehouse, a delivery confirmation note will be sent to the email address provided in connection with your purchase. If you have not received this confirmation within 24 hours, please contact our customer support.
When your order has been delivered to the nearest pick-up point, you will be notified via the contact information provided in connection with your purchase.
Please note that for items on sale, expected delivery times may vary depending on product availability. Local delays may also occur depending on your country of residence. If an item is out of stock, due to be delivered later than expected, or due to any unforeseen circumstances, you will be notified by email.
Where do you ship?
We ship to the following countries:
- Albania
- Australia
- Austria
- Bahrain
- Belarus
- Bosnia and Herzegovina
- Brazil
- Brunei
- Belgium
- Bulgaria
- Canada
- China
- Croatia
- Cyprus
- Czech Republic
- Denmark
- Estonia
- Finland
- France
- Germany
- Greece
- Hong Kong
- Hungary
- Iceland
- India
- Indonesia
- Irland
- Israel
- Italy
- Japan
- Kazakhstan
- Kuwait
- Latvia
- Liechtenstein
- Lithuania
- Luxemburg
- Macedonia
- Malaysia
- Malta
- Mexiko
- Montenegro
- Netherlands
- Norway
- Nya Zeeland
- Philippines
- Poland
- Portugal
- Qatar
- Romania
- Saudi Arabia
- Serbia
- Singapore
- Slovenia
- South Africa
- South Korea
- Spain
- Sweden
- Switzerland
- Taiwan
- Thailand
- Turkey
- United Kingdom
- USA
- Vietnam
Can I change my delivery address?
If an order has already been shipped out, we would not be able to make any changes to your provided delivery information. In the event of changes/updates to your address, it would be best to contact the concerned shipping carrier.
Can I change an order once it's been placed?
Once an order has been placed with us, we are unfortunately not able to change it.
What is an extended delivery?
Some items are on extended delivery because they have, due to high demand, is sold out faster than we have expected. The product is, however, already in production in one of our factories and is expects to be back in stock within a known timeframe. To ensure you to get your hands on one item as soon as they are back in stock, we let you pre-buy it on extended delivery time. When you place an order, you will receive the expected delivery date on the site, and also in your confirmation email.
When will an item be back in stock?
We recommend signing up for our waiting list to be notified of when an item will be back in stock. You will find a sign-up option next to the size information listed on the product detail page.
What should I do if my order was damaged in transit?
Flattered ensures that all items undergo a quality check before being sent out to our customers. Any damage incurred in transit that is visible before the package has been opened should be reported to our customer support at support@flattered.com.
Remember to include a picture of the shoes, along with your order number.
Where is Flattered located?
Flattered is a Swedish-registered company headquartered in Stockholm. The warehouses are located in Sweden and the US. The majority of our products are produced in Spain, followed by Portugal and Italy.
The Flattered flagship store is located at Mäster Samuelsgatan 11, Stockholm.
From where do you ship your orders?
Our warehouses are located in Sweden and the US.
Track your package
Track you package?
Once your order has been sent out, an email with a tracking number will be sent to you. Please note that it may take 1-2 days before you can see updates on the tracking.
Product Help
Are Flattered shoes true to size?
Flattered shoes are true to size, unless the product description specifically states otherwise under Size Information. You can find the sizing equivalent of our shoes down below.
What material are the products handcrafted in?
At Flattered we are committed to create products with forever appeal. All our products are either handcrafted in leather, wool, organic or cotton. If you are wondering what material a specific product are handcrafted in, check out the product description.
Read more about our materials here.
How do I take care of my Flattered products?
At Flattered, our vision is to create long-lasting relationships between our shoes and their owners. You can read all about how to take care of your Flattered products here.
Where are the products designed?
All the products are designed by our talented designers in Stockholm, Sweden.
Where are the products handcrafted?
All the products are handcrafted by fantastic craftsmen in southern Europe. Our production teams and the factories are carefully selected for their premium quality and values, with people who live for their craft. The traditional handmade manufacturing methods, combined with our environmental efforts and contemporary design ideas, allow us to evolve and build upon our brand’s balance of quality, sustainability, creativity, and accessibility.
Read more about our factories here.
Other
Terms & Conditions
These terms apply to all orders submitted through Flattered's online store located at flattered.com (hereafter referred to as the “webshop”) and covers all purchase agreements between the customer (you) and Flattered AB (hereafter called Flattered).
You are advised to read these terms in full before placing an order on the webshop. As these terms may be updated from time to time, Flattered recommends that you ensure you are up to date with any and all changes to the terms before placing a new order.
In order to make a purchase from the Flattered webshop, you must be at least 18 years of age, and not in the care of a legal guardian. Flattered assumes that customers who place orders on the Flattered webshop provide truthful information about their age, and/or have the necessary consent of a guardian to make said purchase. Orders made in another person's name without their consent will be reported to the competent authority.
A binding purchase agreement is entered into as soon as your order has been confirmed by Flattered, i.e. an order confirmation has been sent to the email address provided by you at the time of purchase. When your order has been delivered, and Flattered has received its due payment, you become the owner of the purchased product(s) and are thus responsible for their loss and/or destruction.
If an item runs out of stock at the same time that you place an order for it, before its unavailability has been updated on the website, Flattered will notify you by email. Flattered may then suggest another product in exchange, or cancel your order and offer you a full refund for your purchase. Flattered reserves the right to reject or revoke a purchase contract if it suspects fraud or acts similar to fraud – for example, the illegal use of another person's credit card.
Business information
Flattered AB
Erik Dahlbergsallén 15
115 20 Stockholm
Sweden
Organisation number: 556936-9027
VAT number: SE 556936902701
Privacy
1. Introduction
Flattered AB ("Flattered") is committed to protecting your privacy as a customer, website visitor, or other third party – such as, for example, a contact person in a business or organisation with which Flattered cooperates.
Flattered therefore aims to be transparent about how it handles your personal data, so that you feel safe when you make a purchase or visit our webshop. The purpose of this privacy policy is to explain how Flattered collects and uses your personal data, and how you may exercise your rights.
If you have any questions or comments regarding this privacy policy, or the processing of your personal information, please contact us via Flattered’s customer service.
2. When does Flattered collect your personal information?
Flattered may collect personal information from you when you make a purchase on the site; communicate by post, email or phone; create a subscription service account on the site; or request information from Flattered. Flattered may also automatically collect technical and user information about your devices and browsing patterns when you are interacting with the Flattered website. This data is collected using cookies, the server's logs, and other similar technology.
In addition to the personal data you provide, Flattered may collect information about you from a third party, such as a credit information agency, supervisory authority, or other publicly available database.
If you do not provide certain information when requested, Flattered may not be able to fulfil its obligations to you, or respond to your inquiries. In this event, Flattered may be prevented from providing you with the best possible service, as well as from fulfilling its legal obligations (such as reporting requirements).
3. What kind of information does Flattered collect?
Flattered may collect, store and use the following types of personal information about you:
- General information, as well as contact information – for example, your name, gender, telephone number, email address, physical address, and/or other contact details.
- Financial information – for example, your bank details, credit information and payment history.
- Marketing and communication related information – for example, your preferences regarding receiving marketing communications from Flattered and/or third parties; account information, if you have signed up for Flattered's subscription service; correspondence details, if you have been in contact with Flattered's customer service; and/or other similar information.
- Technical data – for example, your IP address; login details; browser type and version; time zone and location settings; browser plugins; operating system, platform, and other technologies your devices may use to access the Flattered website.
- Usage data – for example, information about how you use Flattered's website, as well as your purchase history.
4. How does Flattered use your personal information?
Flattered may use your personal information to:
- Manage and fulfil its contractual and legal obligations to you, or to the company you represent – for example, when handling warranty claims.
- Meet its reporting requirements – for example, when following accounting rules and regulations, and submitting declarations to tax and other regulatory authorities.
- Answer your questions and inquiries.
- Validate the legal age requirement for online purchases.
- Determine, exercise, or defend its legal rights.
Processing of your personal data outside of legal or contractual obligations will be based on Flattered's legitimate interest in:
- Providing you with marketing related communications – in the form of newsletters and other publications via email or similar technology – regarding Flattered's business, as well as general information that may be of interest to you.
- Analysing statistical data to study how visitors use Flattered's website, in order to improve its features and services.
- Managing Flattered's daily business needs.
Flattered engages Klarna Bank AB (“Klarna”) as its payment partner, therefore providing several payment solutions to you as a customer. Regardless of the payment method chosen on the Flattered website, your personal data will be handled and protected by Klarna. For questions regarding how your personal data is managed when making a payment, we refer you to Klarna's customer service at + 46 8-120 120 10.
You can also read about Klarna's Data Protection Policy here.
Your personal data will only be used for the purpose of which it was collected, unless Flattered reasonably believes that it may be used for any other reason that is consistent with the original purpose. If Flattered sees the need to use your personal data for an unrelated purpose, you will be notified before further processing of your data is conducted.
5. To whom does Flattered provide your personal information?
In addition to the disclosures reasonably necessary for the purposes stated elsewhere in this Privacy Policy, Flattered may disclose information about you in the following ways:
- To Flattered's service providers – for example, logistics, payments, marketing, and technical support, all of which may only process your personal data on behalf of Flattered.
- To the extent that Flattered is obliged to do so in accordance with applicable law.
- In connection with any ongoing or future legal proceedings.
- In order to establish, exercise, or defend Flattered's legal rights.
Over and above what is stated in this privacy policy, Flattered will not disclose your personal data to any third parties.
6. Where does Flattered collect and store your personal information?
Your personal information and email address will be collected and stored in our e-commerce, mailing, and business systems. Klarna Bank AB will also collect and store this information in its internal systems.
7. How does Flattered protect your personal information?
Flattered will take appropriate security measures to prevent accidental or illegal loss, destruction, alteration, unauthorised access to, or disclosure of, your personal data. However, Flattered cannot guarantee full security for data sent over the Internet, since data transmission is in its nature uncertain.
8. For how long does Flattered save your personal data?
Flattered only saves your personal data as long as it is required to achieve the purpose for which it was collected, or if it is required to comply with any form of mandatory storage periods, in accordance with applicable law.
9. What rights do you have?
9.1 Access to your personal data
Keep in mind that you may, at any time, request access to and/or retrieve, information that Flattered has stored about you. You have the right to know what data has been stored; to what purpose; and for how long Flattered intends to save this information.
9.2 Corrections, deletions, and objections
You have the right to request that Flattered correct any incorrect information about you; delete information that is no longer relevant to the purpose for which it was collected; and/or oppose Flattered's processing of your personal data. However, certain legal obligations may prevent Flattered from immediately deleting specific types of information.
If Flattered has processed your personal data based on your consent, you may withdraw said consent at any time.
9.3 Opting out of direct marketing
You always have the right to opt out of direct marketing, and to object to all processing of your personal data, based on a balance of interests between the company and yourself.
9.3.1 Newsletters
If you, as a customer, have consented to the use of your personal data for this purpose, i.e., a subscription service, Flattered will communicate with you by email in the form of newsletters. You have the right to unsubscribe from Flattered's subscription service at any time, by withdrawing yourself from our mailing list and/or contacting our customer service.
9.3.2 Social media
If you follow and/or interact with Flattered via third party social media such as Instagram, Facebook, YouTube, or Pinterest, your data will also be subject to the third party’s personal data management and privacy policies.
9.4 Complaints
You may, at any time, file a complaint with the competent supervisory authority if you consider Flattered to be in violation of applicable data protection laws with regard to your personal data.
10. Cookies
Flattered uses cookies for the purpose of gathering information about the way you use our online service, as well as your interests. You can configure your browser settings to reject some or all of these cookies, and/or be notified of when a website uses cookies, and when they are being stored on your device. If you choose to block the use of cookies, you can still access the Flattered website. However, certain sections and features of the site may become inaccessible to you, and/or not work properly.
11. Third Parties
Flattered's website may contain links to other websites. This privacy policy does not cover third party websites that you choose to access based on links presented on the Flattered website. Flattered is not responsible for the privacy and data management policies of the third party’s website.
12. Policy Updates
Flattered reviews its privacy policy on an ongoing basis, and may choose to update it at any time. You are therefore advised to check this privacy policy periodically, to ensure that you are satisfied with the changes it may have undergone. This privacy policy was updated no later than 16-04-2019.
Contact
If you have any questions or concerns regarding this privacy policy, or Flattered’s processing of your personal information, please contact:
Flattered AB
Erik Dahlbergsallén 15
115 20 Stockholm
Sweden
Organisation number: 556936-9027