FAQ – Flabelus

 

 

 

 

At Flabelus, we would love to achieve one step ahead from our client's expectations.

This is why we have created a list of different questions that you may have come up with.

Please, if you have any further enquiries, do not hesitate to contact us at: hola@flabelus.com.

We really hope this is helpful and makes the process quicker.

 

I CAN'T ACCESS MY ACCOUNT, HOW DO I RECOVER MY PASSWORD?

If you have forgotten your password and you want to recover it, you just need to follow these instructions:
- Click on the little person symbol on the top right side.
- Then click on 'Forgot my password'.
- Enter your email and click 'Submit'.
- Access your email and follow the instruction of the email we have sent you with the subject 'Customer account password reset'. If you can't find it in your primary inbox, please check in the promotions inbox.
- Once you find the email, click on 'Reset your pasword' and you will be redirected back to our website.
- Enter you new password and click on 'Reset password'.

I CAN'T ACCESS MY ACCOUNT, WHAT CAN I DO?

If you can't access to your account, please first try to reset your password. You can do so by following the steps from the question above. If you keep having trouble accessing your account, you can contact us at hola@flabelus.com.

HOW TO CLEAN MY FLABELUS

To clean your flabelus, use a soft, dry natural coloured cloth. Do not dry clean. Do not iron. Do not bleach.
All of our footwear is handmade by experts in the footwear sector, with the highest quality standards. Any marks or irregularities that appear should not be considered defects but attributes of the shoes.

I WANT TO CANCEL MY ORDER

If you want to cancel your order, you can do it from the RETURNS & EXCHANGES tab by following these steps:
1. You have to enter your order number with you email/ZIP/phone number and click on 'Find my order'.
2. You will see all the information of your order and a 'Cancel' option at the bottom right.
3. We will ask you to explain the reasons why you do not want the product and then you just need to confirm the cancellation.

Currently, some of our services are only available in English. We are working to make them available in several languages. If you have any difficulty finding something because of the language, you can contact us at hola@flabelus.com and we will be happy to help you.

I WANT TO KNOW THE STATUS OF MY ORDER

If you want to check the status of your order, you can do so by following these simple steps:
1. Log in with your Flabelus account. If you don't have one, you can do it from our website, by clicking on the little person symbol on the top right side.
2. Once inside your Flabelus profile, the first thing that will appear will be all the orders you have placed with us.
3. Click on the order you would like to track, and you will have all the information you need.

Currently, some of our services are only available in English. We are working to make them available in several languages. If you have any difficulty finding something because of the language, you can contact us at hola@flabelus.com and we will be happy to help you!

I WANT TO CHANGE THE DELIVERY ADDRESS

If you want to change the delivery address of your order, you can contact Flabelus at hola@flabelus.com at your earliest convenience and we will be happy to assist you with your request.

If the change of address is reported after the order has been processed, the charges will be borne by the consumer.

IN-STORE PURCHASES RETURN/CHANGE REQUIREMENTS (HERMOSILLA 35)

All the products will be eligible for returns/changes within 15 days after the purchase. The packaging must be in perfect condition (the box, the shoe bag and the card).

In case you want to change your product for a different color or size, you can do so with the email confirmation you are sent when you purchase our products in-store.

In case you want to return your products, it is strictly necessary to bring the email confirmation and the payment receipt given to the customer when the products are purchased in-store.

I WANT TO CHANGE/RETURN MY PRODUCT

We accept changes in size/color and returns within 15 days from the date of the order, please see below our simple instructions for the fastest possible attention:

We reserve the right not to send the change or not to proceed with returns in case of receiving a defective package (we shall receive it with the box, cloth bag, tissue paper or padding inside the shoes correctly placed).

 

Go to the "Returns and Exchanges" section at www.flabelus.com and follow the instructions to choose the new model or make the return. Exchanges for models with higher or lower prices will be treated as if they were returns. This means that the amount of the product will be refunded and you will have to make another purchase with the desired product.

 

CHANGES - The shipping of the original pair back to our warehouse is born by the client. The shipping of the new pair is born by Flabelus. Once you select the "change" option, you can send back to us your original order with the parcel company of your choice to:

Flabelus Store

Calle de Hermosilla, 35

28001

Madrid

hola@flabelus.com

 

Flabelus will ship the new pair as soon as the original pair is recieved and checked.

 

 

RETURNS -The shipping of the pair back to our warehouse is born by the client. Once you select the "returns" option, you can send back to us your original order with the parcel company of your choice to:

Flabelus Store

Calle de Hermosilla, 35

28001

Madrid

hola@flabelus.com

Flabelus will proceed to the refund as soon as the pair is recieved and checked. Refunds can take up to 10 working days.

 

IS THERE A LIMIT TO THE NUMBER OF CHANGES FOR THE SAME ORDER? WHAT IS THE COST?

First changes referring to the size/color of the product are free. The shipping costs of further changes will be born by the client.

RESTOCKING

The products that appear in our website are the ones available to buy. If you would like to be informed when a product is available again, you just need to sign up to our waitlist inside each product and we will send you an email informing you that the stock is available once we have restocked it.

WHAT IS MY SIZE FOR FLABELUS

Size is 0.5 smaller than the average EU number. I.e. If you are usually 35.5 your Flabelus will be EU36. If you are EU35/36, then you should go for a EU 36.

STORE

Our Flabelus store is located in Calle Hermosilla, 35 (28001, Madrid). We also sell at numerous multi brand stores all over the world, please feel free to email us at hola@flabelus.com and we will let you know if we are in your city already.

SHIPPING POLICY

A unique tracking number will be assigned to each order through our courier companies. We offer estimated delivery times, Flabelus will not take responsibility for any delays caused by the courier service.
Once Flabelus has received the payment confirmation will carry on to the delivery of the products within the following hours, according to our working schedule: Monday to Friday from 10:30am to 18:30pm. No shipments will be made on weekends or bank holiday days. If you have an emergency you can contact us directly via email (hola@flabelus.com) and we will try to sort it out for you.

These are our shipping costs and estimated delivery times for every country:

PLACE PRICE DELIVERY ESTIMATE

SPAIN (PENÍNSULA)

4€

3 working days

BALEARES, CANARIAS, CEUTA Y MELILLA

9€

3 working days

EUROPE

Free shipping

4-5 working days

REST OF THE WORLD

3€

5-7 working days

AVAILABLE PAYMENT METHODS

Right now at Flabelus we have got different available payment methods: ordinary card payment, Shop Pay, Amazon Pay, Apple Pay and PayPal.

HOW DO I USE A DISCOUNT CODE

If you have a discount code and want to use it, just follow these simple steps:
1. Once in the cart with all the products you want to buy, continue with your order by clicking on 'CHECK OUT'.
2. Next, the window will ask for the address to which the order will be sent. On the right, below the selected product, there is a box where you can include your discount code.
3. Enter your code, click 'Use' and the discount will be applied to your order.

HOW TO REQUEST AN INVOICE

If you need an invoice for your order, you can contact us at hola@flabelus.com and we will help you!

I HAVE RECEIVED A DEFECTIVE PRODUCT

If you consider that you have received a product that is not in good condition, you can let us know by using the "RETURNS AND EXCHANGES" portal and following the option "I want to return a product".

WHAT HAPPENS IF THE PRODUCT I WANT TO EXCHANGE HAS A LOWER PRICE

If the price of the product you want to exchange your order for is cheaper, the difference will be refunded to the account from which the payment was made.

WHAT HAPPENS IF THE PRODUCT I WANT TO EXCHANGE HAS A HIGHER PRICE

If the price of the product you want to exchange your order for is more expensive, you will need to request the refund of the product at "RETURNS AND EXCHANGES" portal first and then you will have to make a new purchase of the product you want to exchange it for.

REFUND TIME

Whenever you return a Flabelus product by shipping it to our store, the refund will be processed once we have received it and checked it is in perfect condition. The refund will be made into the account from which the payment was made.