Returns and refunds

Cancellation or annulment of the order:

You can request a cancellation or annulment of your order. You must contact our team by email (hola@flamingueo.com) with your order number and "CANCELLATION" in the subject line. Your request will be reviewed as soon as possible. We cannot cancel orders that have already been processed or are in the hands of the shipping agency.

Returns period:

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

The return period for orders placed during the holiday season (from December 1st to January 5th) will have an extended return period until January 13th, 2026, or 15 days from receipt if this requires a longer return period than indicated. Returns after this period are not accepted.

Return shipping:

The customer must be responsible for the return shipping costs to our warehouses in Spain. If the customer meets the established return deadline and conditions, they must send an email requesting the return of the product. We will provide the return address in response to the request.

Return conditions:

1. Return due to withdrawal

If you don't like the product, it doesn't meet your expectations, or you simply want to return it, you can return it as long as it is within the return period (15 calendar days from receipt).

To be able to accept the return of the product, the following conditions must be met:

• You must return the same item that was delivered. Don't forget to include the instructions and accessories inside the box.
• The packaging must be in its original packaging and in the same condition as when it was received. You must send the package with the outer packaging it was delivered in. If the outer packaging has been discarded, the customer must send it with similar packaging and never affix the carrier's label to the product box itself.
• The product must be clean and in perfect condition with no signs of use or deterioration.

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

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

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

We ship our fragile products with special protection and strive to provide excellent delivery service. Sometimes this isn't enough, and the product may arrive damaged or broken.

The customer has 15 days from delivery of the package to report the incident. They must send an email to hola@flamingueo.com indicating the order number, the problem, and attaching images of the breakage or defect (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 to hola@flamingueo.com with your order number, a brief explanation of the product issue, 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 failure or error in shipping the order.

If you receive a product that doesn't match what you purchased, it may be due to a packaging error or an error with the shipping company. Customers have 15 days to report the incident: send us an email to hola@flamingueo.com with your order number and photos of the package received. We will review the case as soon as possible to provide an immediate solution.

Refunds:

Our team will review the return once it's received at our warehouse and within a maximum of 10 business days of receipt (this timeframe may be affected during promotional periods or holidays). Once reviewed and approved, we'll refund the amount associated with the returned products to your original payment method. You'll receive a refund confirmation email once the refund 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 the amount of the products, but in no case will the amount of the shipment already made be refunded:

• 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 picked up at the office within the established period.
• In case the address is incomplete or incorrect, and we have not received a response from the customer.