Customer Support
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My order was dispatched but has not arrived
Once your order is dispatched, you can track it online using the information provided in your dispatch confirmation email. If the courier's online tracking is not updating, please see here. If t...
How much does shipping cost and how long is it?
Shipping costs are calculated at checkout depending on your location and the total weight of your order. After you have chosen your destination country and before you complete your payment with us,...
Where are your products manufactured?
We partner with specialist factories around the world across all of our products. We believe that making good quality products need not come at the expense of others. We have handpicked our manufac...
What is your exchange / return policy?
We do offer refunds for products purchased directly from us which are returned in the same condition that you received them in, with tags intact and the garment box. Please be aware that we do not ...
How do I make my return?
From the day you made your purchase, you have 30 days to send any items back to us for a refund. Kindly note that you need to return your item(s) in the same condition that you received them in, wi...
Why are some items only available for pre-order?
Firstly, we were blown away by the number of you that ordered one of our Overture Collection dresses when we launched Flossy by Freddy, and nearly all of our stock sold out within just 48 hours! ...
Can I cancel my pre-order if I change my mind?
Yes! We will be accepting refunds on pre-orders if you change your mind, up until the point that your dress is received in our Flossy warehouse. You can request to cancel your order by submitting a...
Can I change my pre-order after I’ve placed it?
We will try to accommodate any changes to the size or item you want to pre-order, however this is not guaranteed and subject to availability of the requested item. Please submit a Customer Suppor...
Can I change or cancel my order?
Unfortunately, amendments to your order cannot be made after the order has been placed. Please double-check your order details at checkout and before making your payment.
Where is my order confirmation email?
Please check the email account used to complete your order. Your order confirmation email (as well as your dispatch confirmation email, if your order is already on its way) should be there. If you ...