Política de reembolso

Flock Fashion & Accessories – Returns, Exchanges & Refund Policy

At Flock, we take pride in the quality and craftsmanship of our garments. As a small, independent business, we have put the following policy in place to ensure a fair, transparent, and legally compliant process for both our customers and our team, in line with the South African Consumer Protection Act (CPA).

NO CASH REFUNDS

Flock Fashion & Accessories does not offer cash refunds.

  • Eligible items may be exchanged or returned for store credit only
  • Store credit is valid for 12 months from date of issue
  • Proof of purchase is required for all returns and exchanges

RETURNS FOR STORE CREDIT (CHANGE OF MIND)

If you are not fully satisfied with your purchase, we accept returns for store credit only, provided the item meets the conditions below.

Return Timeframes

  • South Africa: Within 7 business days of purchase or delivery
  • International: Within 20 business days of delivery

Return Conditions

Items must:

  • Be unworn, unused, unwashed
  • Have all original tags attached
  • Be returned in original condition
  • Show no signs of wear, damage, odour, or alteration

Returns that do not meet these conditions will not be accepted.

ONLINE & IN-STORE PURCHASES

  • Items purchased online or in-store may be returned or exchanged at our Cape Town store or via Uber Parcel.
  • Items purchased at markets, festivals, pop-ups, or external events are final sale and not eligible for return or exchange

FREE FIRST RETURN (SA ONLY)

  • One free return via standard courier (non-express) is offered to first-time South African online customers
  • After the first return, all courier and handling costs are the customer’s responsibility
  • We recommend using a tracked courier service
  • Flock is not responsible for lost or damaged parcels during transit

HOW TO RETURN AN ITEM

Please send your return with:

  • Full Name
  • Email Address
  • Order Number

Returns should be sent to:

HAUS OF FLOCK – RETURNS / EXCHANGES
44A Bloem Street
Cape Town, 8000
(Shop entrance on the corner of Bloem & Loop Street)

Once received and approved, store credit will be issued within 14 business days, excluding original shipping fees.

FAULTY OR DEFECTIVE ITEMS (CPA COMPLIANT)

All garments are quality-checked before dispatch.
If you receive an item with a manufacturing defect, please notify us within 4 days of receiving the item.

In accordance with the CPA:

  • Faulty items may be repaired, replaced, or refunded via store credit
  • The chosen remedy is at Flock’s discretion

Not Considered Faults

  • Normal wear and tear
  • Damage caused by misuse or incorrect care
  • Items worn to events and then returned
  • Damage caused after delivery

NON-RETURNABLE & FINAL SALE ITEMS

The following items cannot be returned or exchanged due to hygiene, exclusivity, or sale conditions:

  • Sale items
  • One-of-a-kind pieces
  • Eyewear
  • Accessories
  • Bodysuits
  • Stockings
  • Feather pieces

EXCHANGES

  • Size exchanges are permitted on eligible items
  • All exchange requests follow the same conditions and timeframes as returns
  • Exchange availability depends on current stock levels

UNCOLLECTED ONLINE ORDERS (CLICK & COLLECT)

  • Orders selected for collection must be collected within 7 days of notification
  • We will attempt to contact you using the details provided
  • If unresponsive after 14 days, the order will be cancelled and returned to stock
  • Store credit will be issued minus any handling or restocking fees
  • If no communication is received within 30 days of purchase, the item will be returned to stock without store credit

If you need more time, simply contact us, we’re happy to assist where possible.

CONTACT DETAILS

Store Contact Number: 065 852 2618
Email: shop@flockfashion.co.za