Refunds & Exchanges
Flock Fashion & Accessories - Refund & Exchange Policy
At Flock Fashion & Accessories, we’re passionate about delivering vibrant, festival-inspired fashion that makes you shine. As a small business based in Cape Town, we strive to ensure your complete satisfaction. Our refund and exchange policy is designed to be clear, fair, and customer-friendly, making your shopping experience seamless.
No Cash Refunds
Flock Fashion does not offer cash refunds. We are happy to provide store credit or exchanges for unused, tagged items in their original condition. Please note: Sale items are non-refundable and non-exchangeable.
Return Policy for Store Credit
If you’re not completely satisfied with your purchase, we accept returns of unworn, tagged items in their original condition within:
· 7 business days for domestic returns within South Africa.
· 18 business days for international returns.
New South African customers receive one free return via standard courier (3-5days). Subsequent returns and all international returns are at the customer’s expense. We recommend using Aramex, any other courier service or Uber parcel for Cape Town returns, as Flock Fashion is not responsible for lost or damaged packages during transit.
Online and In-Store Purchases
Purchases made online or at our Cape Town store (111 Loop Street) can be returned or exchanged at our store. Items purchased at markets or external events are not eligible for return or exchange.
How to Return an Item
To initiate a return:
· Send the unworn, tagged item along with your NAME, EMAIL, and ORDER NUMBER to the address below.
· Store credit, minus original shipping charges, will be issued within 14 business days of receiving the item.
Note: Worn or damaged merchandise cannot be returned unless there is a manufacturing fault.
Faulty Products
All garments undergo rigorous quality checks before dispatch. If you receive an item with a manufacturing fault, we will replace it or issue store credit if returned within 7 business days of purchase. Beyond this period, returns for faults are subject to our discretion. Wear and tear from normal use is not considered a manufacturing fault.
⚠️Important Notice – Hygiene Policy⚠️
For hygiene reasons, we kindly ask that:
· All bottoms, bodysuits, swimwear, and catsuits are tried on with underwear only.
· We do not accept exchanges or returns on these items due to their intimate nature and health regulations.
· Our staff is instructed to check these garments for any signs of wear or staining at the crotch area before and after fitting.
Thank you for helping us maintain a clean, safe, and respectful shopping experience for everyone.
Non-Refundable Items
The following items are not eligible for returns or exchanges:
· Sale items
· One-of-a-kind pieces
· Eyewear, accessories, bodysuits, catsuits, stockings, and feather pieces
All other products are eligible for return or exchange within 7 business days of purchase.
Exchanges
We’re happy to exchange items for a different size, subject to availability. The same return conditions and procedures apply as for store credit.
Instore Pick-Up's - Uncollected Orders
If you choose to order online and collect instore and in the event that an order is not collected within 7 business days of notification, we will attempt to contact you using the provided contact details. If we receive no response within 14 business days, the item will be returned to stock, and the order cancelled. Store credit, minus any handling or restocking fees, will be issued. If you need more time to collect, please contact us, and we’ll gladly hold your order.
Contact Us
Phone: 065 852 2618
Email: Shop@flockfashion.co.za
Return Address:
FLOCK Collective - RETURNS/EXCHANGES
111 Loop Street, Cape Town
8000, South Africa
We’re here to make your Flock Fashion experience magical! Thank you for shopping with us.