Returns and refunds

Order cancellation or annulment:

It is possible to request the cancellation of an order, provided that our Customer Service team can manage and approve the request before the order has been prepared for shipment.

To request a cancellation, write to hola@flamingueo.com indicating your order number and the reason for the cancellation.

Important: sending a cancellation request does not mean that the order has been cancelled automatically. The cancellation will only be effective once it has been expressly confirmed by our Customer Service team.

Requests are reviewed within our customer service hours. For this reason, even if you write to us immediately after placing the order, we cannot guarantee cancellation if, by the time our team manages your request, the order has already been prepared or handed over to the carrier. This may happen, for example, with requests sent outside of business hours, at night, on weekends, or on holidays.

Once the order has been prepared for shipment or is in the hands of the carrier, it will no longer be possible to cancel it. In that case, once received, you may request a return in accordance with our Returns Policy.

Return period:

You have 15 calendar days from receipt to return a product.

The return period for orders placed during the Christmas period (from December 1st to January 5th) will be extended until 01/13/2026, or 15 days from receipt if this results in a longer period than indicated. Returns are not accepted outside of the specified period.

Return shipment:

The customer is responsible for the shipping costs of the return to our warehouses in Spain, which will be calculated based on the product to be returned. Upon accessing the returns portal, if the established deadline and return conditions are met, the shipping cost to proceed with the return will be provided. The shipping costs to our warehouse will be deducted from the amount to be refunded. Some products have special return conditions; you can check these on the product page. Products purchased in packs can only be returned if the pack is complete.

To initiate a return, access our returns portal.

Return conditions:

1. Returns due to withdrawal

If you do not like the product, it does not meet your expectations, or you simply wish to return it, you may make the return provided it is within the return period (15 calendar days from receipt).

In order for the product return to be accepted, it must meet the following conditions:

• You must return the same item that was delivered. Do not forget to include the instructions and accessories inside the box.
• The packaging must be the original and in the same state as when it was received. You must send the package with the external protective packaging in which it was delivered. In case you have thrown it away, the customer must send it with similar protections and must never stick the carrier's label onto the product box itself.
• The product must be clean and in perfect condition with no signs of use or wear.

If the return conditions are met, you must send an email to hola@flamingueo.com indicating the order number and the reason for the return. If everything is correct, we will send you the return instructions so you can proceed.

If the conditions are not met, we reserve the right to reject the return and refund. Please note that some products, due to their nature, have special return conditions indicated on the product page (decorative mirrors, clothing, sneakers, glasses, and thermoses).

2. Return due to breakage or damage of the product during shipment or delivery:

We ship our fragile products with special protections for each item and work to ensure that the delivery service is excellent. Sometimes this is not enough and the product may arrive with some damage or breakage.

The customer has a period of 15 days from the delivery of the package to report the incident. They must contact us by sending an email to hola@flamingueo.com indicating the order number, the problem, and attaching images of the breakage or fault (packaging, product, and shipping labels). We will review the case as soon as possible to provide an immediate solution.

3. Return due to factory defect.

Send us an email at hola@flamingueo.com indicating your order number, a brief explanation of the product problem, and proof of the fault or problem (video and images if necessary). We will review the case as soon as possible to provide an immediate solution.

4. Return due to shipping error or mistake in the order.

If you receive a product that does not correspond to what you bought, it may be a packaging error or an issue with the shipping company. The customer has a period of 15 days to notify the incident: send us an email at hola@flamingueo.com indicating your order number and photographs of the package received. We will review the case as soon as possible to provide an immediate solution.

5. Packs and 2x1 campaigns.

PACKS AND 2X1 OFFERS HAVE SPECIAL RETURN CONDITIONS. ONLY THE COMPLETE PACK MAY BE RETURNED.

Refunds:

Our team will review the return once it is received at our warehouse within a maximum period of 10 business days from receipt (this period may be affected during promotional or holiday periods). Once reviewed and approved, we will process the refund of the amount associated with the returned products to the original payment method of the order. You will receive a refund confirmation email once it has been processed. Please note that depending on your bank, it may take up to 14 days for the money to appear in your account.

In the following cases, the buyer will be refunded for the product amount, but in no case for the shipping already incurred:

• Package held at the destination branch for more than 15 days and returned to our warehouse because the customer did not request or collect it.
• Package not collected from the office within the established timeframe.
• In case the address is incomplete or erroneous, and we have not received a response from the customer.