EXCHANGES AND RETURNS
FLÉR aims to make the buying process as comfortable as possible.
Exchanges and returns are carried out in accordance with Ukrainian law and the terms set out below.
Return and exchange period
The customer may request an exchange or return of an item of proper quality within 14 calendar days of receiving it, unless a different period is set by law.
To be eligible for a return or exchange, the item must:
Be unused
Retain its original appearance
Retain its consumer properties
Have all original tags and labels
Be in proper condition and, where possible, in its original packaging
Be accompanied by proof of purchase
For international orders, the return or exchange period is extended to 30 calendar days from the date of receipt.
Items not eligible for return or exchange
Items for which such a return or exchange is excluded by Ukrainian law are not eligible for return or exchange.
Certain items may also not be eligible for return or exchange if they:
Have been used
Have been washed, dry-cleaned, or otherwise treated
Show signs of wear, damage, stains, or the smell of cosmetics or perfume
Have damaged or missing tags or labels
Were made or altered to the customer's individual specifications, where such an item is not returnable under law
Have otherwise lost their original appearance or consumer properties through the customer's fault
Made-to-order items
An item made specifically for the customer according to their individual specifications (custom tailoring, personalization, etc.) is not eligible for exchange or return, except in the case of a manufacturing defect.
The customer is informed about custom production before placing the order.
How to arrange a return or exchange
Before sending an item back, please contact FLÉR customer support:
Email: clientcare@flerstudios.com
Phone: +380983469019
In your message, please include:
Order number
First and last name
Reason for the return or exchange
Preferred resolution
Once we receive your message, we will provide further instructions for the return or exchange.
Sending the item
The item must be properly packaged and handed over to the carrier according to the instructions provided by FLÉR.
Return address:
46/11 Oleksandra Konyskoho St., office 103, Kyiv, 01054, Ukraine
Please do not send a return without prior agreement with customer support.
Return shipping cost
The cost of returning or exchanging an item of proper quality is borne by the customer, unless otherwise provided by Ukrainian law or separately agreed terms.
If an item is defective through the seller's fault, or the customer was mistakenly sent the wrong item, the cost of returning that item is borne by the seller.
Refunds
After receiving and inspecting the returned item, the seller issues a refund in the manner and within the timeframes set by Ukrainian law.
Refunds are issued using the same method as the original payment, unless otherwise agreed by the parties or required by the payment system.
The actual time for funds to appear in the customer's account may depend on the bank or payment provider.
Items of improper quality
If the customer receives an item with a manufacturing defect, a damaged item, or an item that does not match the order, please contact us as soon as possible after receiving it.
To resolve the issue promptly, we may ask for photos or video of the item, packaging, and other circumstances confirming the problem.
Under Ukrainian consumer protection law, the customer has the right to choose to request that the seller:
Remedy the item's defects free of charge within a reasonable time
Reduce the item's price accordingly
Replace it with an identical item of proper quality
Replace it with the same item of a different model, with a corresponding price adjustment
Terminate the agreement and refund the amount paid for the item
The cost of returning an item of improper quality is borne by the seller.
International returns
The return process for international orders is arranged individually with the customer, taking into account the destination country, the agreed shipping arrangement, and legal requirements.
Customs duties, taxes, and other costs related to an international return are determined in accordance with the law of the destination country and the specific return terms.
Contact details
FOP Danyliv Veronika Andriivna
Address: 46/11 Oleksandra Konyskoho St., office 103, Kyiv, 01054, Ukraine
Phone: +380983469019
Email: clientcare@flerstudios.com