Shipping, Returns and Refunds

Shipping, Returns and Refunds

Shipping and Delivery

Confirmation Of Your Order
After ordering online, you must provide us with your phone number and email address for Flat Friends® to be able to email you confirmation of your order and payment. We will normally confirm receipt of your order within a few minutes of you ordering with us by an email that will have your order details. Please check the details when you receive your order confirmation for accuracy. This reflection of your order is what we will follow to put your order together and for shipment of your order. Once we receive cleared funds into our account from you, we will email you payment confirmation. Flat Friends® will not process your order until we receive cleared funds into our account.
Processing Your Order
Once Flat Friends® receives cleared funds into its account from you for your order, we will aim to process your order within 72 hours during business hours. Business hours means Monday to Friday, 9am to 5pm. Flat Friends® does not operate on public holidays, or weekends. Orders placed by you during the weekend or on public holidays will be processed the next business day.
In processing your order Flat Friends® will pick, pack and organise your order following all your instructions as placed by you with us.
We will pack your order in our standard packaging. Any special packaging requested by you is subject to additional charges.
Conditions About Delivering Your Order
We aim to deliver your order to you at the place of delivery requested by you in your order. We may, at our discretion and expense, deliver parts of your order separately.
Once your order is despatched, you will receive an email from us with your tracking number. This will help you track the delivery status of your order.
Once an order has left Flat Friends®' facility, it is in the hands of the parcel shipment company that Flat Friends® engages to deliver your order, and Flat Friends® is not liable for any errors made by these services.
Please note that it might not be possible for us to deliver to some locations. If this is the case, we will inform you using the contact details that you provide to us when you make your order and arrange for cancellation of the order or delivery to an alternative delivery address.
You may grant us an ‘authority to leave’ when placing your order. If you do, you understand and agree that this 'authority to leave' gives us and/or our selected couriers permission to leave your order unattended at the front door – or, where applicable, at the reception or concierge's desk - of the delivery address without obtaining a signature confirming that delivery is made to you. This will be the same as if you received and signed for receiving the goods you ordered and you understand and agree that by granting us 'authority to leave', we and our couriers are released of all responsibility and liability for your orders delivery, since your order will be left unattended, and this responsibility and liability for proof of delivery is transferred to you once your goods are dropped off as per your instructions.
Delivering Your Order
We aim to deliver within the time indicated by us at the time your order is despatched and you are provided with a tracking number.
We cannot promise an exact delivery date when you submit your order, nor when we confirm your order. Your tracking number will give you an ability to track the whereabouts of your order while it is in transit.
We make every effort to deliver within 3 working days from the date of any confirmation of your order for orders within Australia and 14 days for international deliveries but we cannot guarantee any firm delivery dates. Where this is not possible, we will notify you and, unless we state otherwise, ensure that your products are delivered within 28 - 45 days from acceptance.
We shall aim to let you know if we expect that we are unable to meet our estimated delivery date, but, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.
Australian Delivery
The estimated delivery time for orders within Australia is 1-3 business days after shipment.
Your orders are shipped using Post or a Courier company depending on urgency and cost.
Each parcel is able to be traced and requires a signature upon delivery. If you cannot be present at the delivery time, then please leave a message (using the ordering process at the check-out stage) giving permission for your parcel to be left in a secure place without a signature 'authority to leave' please remember this releases us from all liability if you do not receive your order. Otherwise, a note will be left and you will be required to pick up the package. To confirm shipping times and track your order, use your tracking number and follow the instructions as shown by the shipping company.
Any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays, couriers delaying the order in transit, or force majeure for which we will not be responsible.
International Delivery
For international orders, you may have the option to select Standard or Express delivery services. Standard Delivery is not available to all counties and this is something outside Flat Friends®' control. If Standard Delivery is not available to your country, you must select the Express Delivery shipping option. In some countries, customs or import duties may be charged. These charges must be paid by you when you pick-up or receive your parcel. We have no control over these charges and cannot provide an estimate of what they may be.
Customs policies vary widely from country to country, please contact your local customs office for further information.
Please note, the International Courier will not deliver to a PO BOX address. Please use a residential address, or work address where you will be available to sign for your parcel.

Economy Express Delivery - International
The estimated delivery time is 1-3 weeks after shipment. Once your parcel has arrived in your country, standard shipping parcels will be passed on to the internal postal service, according to standard delivery procedures.
For deliveries, we suggest you have your order delivered to a work address rather than a home address, as our couriers only deliver between 9am and 5pm, Monday to Friday, and will require a signature on receipt. If you aren't available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up.

Special Express Delivery - International
The estimated delivery time is 3-7 business days after shipment depending on location.
All overseas parcels will be marked at full value as is legally required.
The International Courier will try delivering for 3 consecutive business days. If unsuccessful, the International Courier Service will notify us to seek instructions or destroy your parcel. We cannot be held accountable for any packages destroyed by the International Courier Company.
Receiving Your Order
You shall ensure that you are ready for safe receipt of your order without undue delay and at any time reasonably specified by us.
On delivery of your order, you will be required to sign for delivery, unless you grant us ‘authority to leave’ your order.
Once you have received your parcel, you must open it with care so as not to damage it, particularly when using any sharp instruments.
Flat Friends® is not liable for any items damaged during the opening of your parcel.
You agree to inspect your order for any obvious faults, defects or damage before you sign for delivery.
You will be responsible for the products as soon as they are delivered and found to be in conformity to the contract.
It is your responsibility to ensure that the Products are sufficient and suitable for your purposes and meet your individual requirements.
We do not warrant that the Products will meet your individual requirements. You acknowledge that the Products are standard and not made bespoke to fit any particular requirements that you may have.
Unless otherwise specified, all risk in the Product shall pass to you upon delivery, exceptance, where delivery is delayed due to a breach of your obligations under a Contract, risk shall pass at the date when delivery would have occurred but for your breach.
From the time when risk passes to you, we will not be liable for loss or destruction of the Product.
You need to keep a receipt of your delivered order in case of future discussions with us about it.
Failing To Deliver Your Order
If you are not available to take delivery or collection, we may leave a card giving you instructions on either re- delivery or collection.
If we cannot deliver the products to you at the address you have specified for any reason (other than when we are at fault), we will notify you and store the products at your risk. If you wish us to redeliver the products to you, you will need to authorise us to charge your credit/debit card for re-delivery. If we do not hear from you within 28 days, we will cancel your order and refund your payment to you less any reasonable delivery charges we have incurred.
If delivery or collection is delayed through your unreasonable refusal to accept delivery or if you do not, within two weeks of our first attempt to deliver your order to you accept delivery or collect your order from the carrier, then we may, without affecting any other right or remedy available to us, do either or both of the following:
  • charge you for our reasonable storage fee and other costs reasonably incurred by us; or
  • no longer make your order available for delivery or collection and notify you that we are immediately cancelling the applicable Contract, in which case we will refund your credit or debit card as applicable any money already paid to us under the applicable Contract, less our reasonable administration charges including for attempting to deliver and then returning the Product, and any storage fees.


Cancelling Your Order
We Cancel Your Order - Product is out of stock and no longer available

We may cancel Your Order if the Product is not available. We will notify you if this is the case and refund any payment that you have made.We will usually refund any money received from you using the same method originally used by you to pay for the Product.

You Cancel Your Order - Product is Not Faulty

If you wish to cancel your order please contact our Customer Service Team on
No cancellation fees apply, if the item has not been packed or despatched. Once an order has been packed or dispatched it may not be cancelled.

If you have changed your mind about the product after it has been packed or despatched, you must return the product to Flat Friends, once Flat Friends has received the product back and as long as it is in good condition, you will be refunded less delivery and handling charges.

If you receive any Products that you are unhappy with, you may return the item to Flat Friends within 30 days of receiving it and we will offer you a store credit or refund for the purchase price of the item less handling and delivery charges. The purchase price is the amount you paid for the Product and does not include any delivery costs and handling costs. If you wish to exchange a Product, you will be given a store credit that you will be able to use towards your next order. Please be aware that any purchases made with store credits are processed as a new order and standard postage costs and delivery times will apply. All items returned to us must be returned in the original condition - unused and unwashed.

We will not be able to accept any items for return which are not in the original condition and with the original packaging.
You are responsible for postage costs of returning the item. We recommend using registered mail to return items, as Flat Friends is not liable for any items lost in the post.
If you have received a Product which is faulty or defective please contact us at

Under Flat Friends' policy for defective or faulty items (please refer to section “faulty products” for more information: you may return your Products to us if the Products (among other things):
  • are or become faulty through no fault of your own;
  • are not fit for a stated purpose or a purpose you made known to our sales staff; or
  • don't match the description for them.

Any Product returns must be made within a reasonable period of time and you will be asked for proof of purchase. In the event of items determined defective or faulty by the Flat Friends returns staff, Flat Friends will cover postage costs for products that are deemed to be faulty. We apply strict quality control when manufacturing. Flat Friends has not had any returned products since we started in 1996. This is the peace of mind we offer you!
Right To Withdraw Distance Selling
You have the right to withdraw from this agreement, as stated in “You Cancel Your Order - Product is Not Faulty”.
Once you return the goods to us in their original state and packaging we will give a full refund less any shipping and handling cost.
If we have sent you the wrong product, you must send the product that you received in its original state and packaging with your order form. If we find that there is a mismatch between the order placed by you and the order received we will give you a full refund including any shipping costs.

HOWEVER, we may have delivered (or dispatched) the products you have ordered. In this circumstance, you must return the products to us and pay the costs in doing so. To avoid this, we recommend that you advise us as soon as possible if you wish to exercise this right to withdraw. If you wish to withdraw, email our Customer Care Team at; or complete the Contact Us form which can be found under the 'contact us' link on all pages of our website. Any products returned must be received by us in the same condition and, to the extent possible, in the same packaging as when we delivered them to you.
Guarantee And Complaints Management
We shall perform our obligations under these Terms and Conditions with reasonable skill and care.
We place great value on our customer satisfaction. You may contact us at any time by email to
We will attempt to address your concerns as soon as reasonably possible and will contact you on receipt of any relevant enquiry or complaint.
In guarantee cases, the manufacturer frequently must be involved, and as such it may take longer to resolve such an enquiry or complaint.
In the event of a complaint it will help us if you can describe the object of your complaint as accurately as possible and, where applicable, send us copies of the Order or at least the order number that we assign you in the Acknowledgement or Confirmation of Order. Should you not have received any reaction from us within five Business Days, please make further enquiries. In rare cases your emails may be caught up in our spam filters or not reach us, or correspondence that we send to you may otherwise not have reached you.
Product Warranties
The products which are sold on this website have been designed to comply with statutory legal requirements and relevant safety standards.
Our products have been quality tested to meet all international standards including CE, ASTM, CPSIA & ISO, and marked suitable either for new born babies or 3 years plus.
The majority of products will be covered for a period of 6 months from delivery, from defects in materials and workmanship.
Please see our Returns Policy for more information and our product care instructions.
Faulty Products
We warrant that:
  • the Product will be delivered undamaged in the quantities ordered; and
  • the Product will conform with the manufacturer's latest published instructions as set out on our website or in our Product material at the time of your Order.

The Product is intended to be used strictly in accordance with the manufacturer's latest published instructions as set out on our website or as on the Product itself. It is your responsibility to ensure that you use the Product strictly in accordance with those instructions.

We try very hard to keep all our products consistent but this is not possible. Our products require a variety of processes and climate, human intervention and other aspects not in our control will affect the end result of each product. This makes your product unique.
We try very hard to deliver Products in excellent condition. If you tell us that the Product is faulty, you agree to keep the Product in its current condition to inspect within a reasonable time.
To give you a full refund for a faulty product, you will need to send back the faulty product with your notes, order form and any other information we will request from you, including but not limited to;
  • you specify with detail the way in which the Product is damaged or defective;
  • you provide us with the delivery note number, order form and other information we require.

Let us know if you would like us to repair, replace or provide a refund for the Product
Refund Entitlement
We cannot refund you if:
  • you have misused, abused, subjected the product to neglect, improper or inadequate care, carelessness, damage or abnormal conditions;
  • the product has been damaged or you have tried to modify or repair it;
  • the product has been used contrary to our or the manufacturer's instructions;
  • the product has deteriorated through normal wear and tear, after delivery by us.

When you return the product to us, we will at our discretion decide not to repair, replace or refund you for the Product and/or we may require you to pay all reasonable carriage costs and servicing costs at our current standard fees and costs and charge this to your credit or debit card, or the payment details that you provided to us when you made your Order, and, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.
For Your Peace Of Mind
We apply strict quality control when manufacturing. Our products have been quality tested to meet all international standards. Flat Friends has not had any returned products since we started in 1996. This is the peace of mind we offer you!