Made With Love In Australia

FAQ

Here are some of the most frequently asked questions our F L A T I R O N friends have. If your question isn’t here and you’d like to speak to someone in Customer Care please email us.

About FLATIRON

You can find our flagship F L A T I R O N boutique at: 72 Willsmere Road, Kew, Victoria, Australia

Our opening hours are:
Monday: 11am to 3pm
Tuesday - Saturday: 10am to 5pm
Sunday (During daylight savings): 12pm to 4pm

Please Note: Due to COVID-19 restrictions, our boutique is currently closed.

Telephone: 0421 053 094

Every Tuesday and Wednesday, we offer private, one-on-one styling consultations. To make your appointment, please call 0421 053 094

Every piece is designed and handmade in Melbourne, Australia by our incredibly talented team of patternmakers, fabric suppliers and seamstresses. From first sketch to last stich, we are passionate about how and where our collections are made.

You can get in contact with our Customer Care team by emailing support@theflatironlabel.com.au.

Ordering

Pre-orders are a unique way to shop our limited edition pieces prior to their release to ensure you don’t miss out on your size. The estimated arrival date for the item will be shown on the product page.

If you submit a pre-order, this is treated like an actual order and you will be charged for the item and shipping when placing the order. Your order will then be mailed out as soon as the shipment arrives at F L A T I R O N.

For orders that contain a combination of in stock items and pre-order items, these will be shipped separately so you receive your in-stock item(s) straight away. Pre-order items will be shipped on the date advertised in the product description. No additional postage charges will be incurred in these circumstances.

Once you place your FLATIRON order, you will receive a confirmation email. You can also follow the progress of your order by logging into ‘My Account’.

As we pack and ship orders daily, we cannot guarantee change requests once an order has been placed. If you have any urgent changes, please contact our team ASAP by emailing support@theflatironlabel.com.au

Payment

All prices are charged in AUD.

Credit Cards We accept VISA, Mastercard and American Express. PayPal PayPal express is available to speed through the checkout. Store-Credit and Gift Cards Our gift cards and store-credit notes carry an individual code that you enter when completing the checkout. They may be used with promotions and combined with other payment methods. Afterpay We offer an interest-free payment plan on all our Australian orders through Afterpay.

Absolutely! Call 0421 053 094 and we can take care of your payment over the phone.

Yes, you can use both a promo code and a gift card in the same order.

Gift cards and promo codes are case sensitive, so please check your caps lock is not on. If you’re still having trouble, please contact our customer service team by emailing support@theflatironlabel.com.au

F L A T I R O N gift cards are valid for 12 months from the date of purchase.

We are more than happy to extend your gift card or store credit if it is requested within four weeks of expiration. Please contact our customer service team by emailing support@theflatironlabel.com.au to request an expiry extension.

Afterpay

Afterpay is a third party, interest-free payment solution that allows you to purchase your items straight away without having to pay a lump sum. Automatic payments are taken every two weeks in four equal installments. For more information on Afterpay visit their website here. If you have a question about your Afterpay account or order, please contact Afterpay’s customer support directly at info@afterpay.com.

Simply shop F L A T I R O N as usual. At the checkout, select ‘Afterpay’ as your payment method.

Afterpay is only available to customers with an Australian billing address.

Like any F L A T I R O N order, Afterpay orders are delivered within our standard shipping and processing timeframes. You can find out more here.

Afterpay orders can only be returned for a store credit. Unfortunately refunds cannot be issued with Afterpay, so please choose carefully.

Afterpay can be used in conjunction with a F L A T I R O N gift card or store credit. At the checkout, select ‘Afterpay’ to pay the remainder of your order amount.

Shipping and Delivery

We aim to dispatch your order the next business day, Monday to Friday, from Melbourne.

Our team works hard to ensure all orders are sent out as soon as possible, however please allow 1-2 days for your order to be processed and dispatched during promotions and over the Christmas period.

All orders are dispatched from Melbourne, Australia. Deliveries During COVID-19 While we aim to deliver your parcels on time, please allow additional time for shipping during this period. We currently offer the following shipping options:

Shipping Option

Estimated Delivery

Cost

Australian standard shipping

2-5  business days

$10, free for orders over $150

Australian Express shipping (Metro areas)

1-3 business days

$15

Australian Express shipping (rural areas)

2-3 business days

$15

International shipping

Up to 14 days

$30

Click & Collect

During Store Hours

$0

Standard shipping is free for all Australian orders over $150.

We offer a free Click & Collect service that allows you to order online and pick up your purchase from our Melbourne Flagship Boutique. Simply select ‘Click & Collect’ at checkout and we will email as you as soon as your order is ready.

We ship to all overseas countries. Our international shipping rate is AU $30.

All international orders may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities. Duties and taxes are the responsibility of the customer and we recommend you please check your local customs website for estimated costs. F L A T I R O N reserves the right to deduct any return costs incurred from the total return amount for orders that are refused at customs should duties and taxes be unpaid.

Within Australia we can ship to a PO Box or hotel. Unfortunately, if you’re shipping outside of Australia we cannot ship to PO Boxes or hotels.

All orders are lovingly gift wrapped with tissue, a F L A T I R O N sticker and placed in a gift box or satchel.

If you wish to include a personal note, please email us immediately after placing your order.

Tracking Your Order

You can track your order via our shipping confirmation email or by logging into ‘My Account’.

Returns and Exchanges

Whilst we hope you love your F L A T I R O N purchase, we do have a returns policy in place if you’re not 100% happy. You can find out more here.

Yes, you can return a sale item within 14 days of receiving your online purchase for a store credit or exchange. You can find out more here.

Please email us with your order number and a photo of the fault. Once we receive your request we will arrange a replacement or refund for you.

Please email us with your order number and style you’ve incorrectly received. Once we receive your request we will ensure your receive your original order.