FAQ

+   What payment methods do you accept?
For online orders we accept all usual credit cards Visa, Maestro, Mastercard and American Express. We also accept Apple Pay, Google Pay, Shop Pay and Paypal. If you are buying from us face to face at a show, event or out 'on the hill' we will quickly and easily use our Point Of Sale App so you can start looking great straight away!

+   What currencies can I use?
Currently we only accept payment in Great British Pounds, GBP, £. Once we know the Brexit trade deal we hope to be able to accept Euros and deliver within the EU. Sorry for any inconvenience, come on Boris.

+   I am having problems checking out?
Please first try checking out with a different web browser and if the problem continues please email hello@flashtag.me and we’ll investigate as quickly as possible. If the problem is with your payment system then please check with your payment gateway/card issuer or try another payment method before contacting us.

+   My discount code doesn’t work?
1.   Make sure the discount code is written correctly i.e. case sensitive and is still in date.
2.   Check the terms and conditions of the code, and that the items are not already sale items, you can only use one code per transaction.
3.   If you still have any further questions get in touch at hello@flashtag.me, we’d be happy to talk through this with you further.

+   Can I use more than one promotional code on my order?
No, only one promotional code can be used with each order.

+   Do you have any discount codes?
All the products have been priced at the best possible price for you. You will, however, automatically receive a 10% discount on your first purchase. Just a little thank you for choosing to buy online with flashtag.me.

From time to time discount codes are sent out to subscribers. These are usually for the last few items of a colour or design or at the end of a season. By signing up for notifications you will be the first to hear about promotions, discount codes and offers. Only while stocks last.

 

DELIVERY

+   What are the delivery costs?
All deliveries are sent via the Royal Mail, either by:

• UK Standard Delivery (3-5 working days) £2.95 or free for any single order over £50.
• If you need UK Next Day Delivery (next working day if ordered before 2pm) at an additional cost please contact us ASAP at hello@flashtag.me to see if we can help. *Please note that next day delivery is for mainland UK only, this service is not available for Northern Ireland, The Isle of Man, Scilly Isles and Highlands and Islands of Scotland. Working days are Monday to Friday, not including weekends or Bank Holidays.

For further details please visit the shipping page on the website www.flashtag.me 

+   Where do you deliver?
At present delivery is only to addresses in mainland UK. Once the Brexit trade deal has been confirmed we hope to be able to accept Euros and deliver within the EU and then further afield to the US and Canada. Sorry for any inconvenience.

 

ORDERS

+ Will my parcel be charged additional custom and import charges?
Custom or Import Charges are not applicable for orders within the UK.

+  Can I change or cancel my order?
Log back into your account on the website. If your order can be changed you will be able to change the order with no charge. If this is not possible then unfortunately it means that the order has already been processed and you will have to follow the usual returns process. If you are unhappy with your item or no longer require them, you are welcome to send them back to us within 28 days of receipt for a full refund. 

+   I placed an order but never received an order confirmation email?
First please check your spam or junk folders. If you find the email there please make sure that you add all FLASHTAG email addresses to your safe senders list. If you still cannot find anything it’s possible you have entered an incorrect email address. Please email us at hello@flashtag.me and tell us when you placed the order. We will then check and confirm the status of your order as soon as possible.

+   My order has not arrived?
For orders placed before 2pm for next (working) day delivery please contact us at hello@flashtag.me.  For standard delivery please wait for the full 5 working days before contacting us. Please remember working days are Monday to Friday only and do not include bank holidays.
 

+   I entered the wrong delivery address?
Please log back into your account and try to change your address. If this cannot be changed then unfortunately the order has already been processed. You will need to contact someone at the delivery address that you entered to forward the item to you or to return to us for a refund.

+   Can I exchange an Item?
Items can be exchanged 28 days after delivery. Simply complete the usual returns process indicating on the packing slip what you would like to exchange it for. Subject to availability.

+   Can I return a gift?
If you have been given a FLASHTAG item as a gift and wish to return or exchange the item this will need to be done within 28 days of the original delivery. You will need to ask the person who gave you the item to follow the usual return process.

+   What if my item arrives faulty? 
For faulty goods, including anything with a quality issue, please take a photo of the problem and send it to us by email at hello@flashtag.me within 28 days of ordering along with your name and order number.

 

PRODUCTS & STOCK

+   How do I make sure I order the right size?
For a neck warmer if you measure around your neck with a tape measure the following should fit each category:

Adult 18”
Youth 15”
Child 13” 

You can access the size guides for hoodies here. 

+   What are the neck warmers made of?
Our ethos is to use the softest and sparkliest materials we can find so that you look good and feel great. If you need more information please contact us hello@flashtag.me. You will not find any real fur on any of our products.

+   Can I wash my garments?
All neck warmers have a washing label sewn in. To make sure your clothing looks great and is as comfortable as possible, the washing label is sometimes tucked into a seam, to hide it away. For washing we recommend a quick hand wash using mild washing products for long life.  All items can be machine washed at 30 degrees, but the sparkle of the product will reduce after each wash and much quicker when machine washed. Items cannot be tumble dried so please allow to drip dry. When machine washing with other items some of the sparkles might transfer onto other garments, you can either enjoy the extra sparkle or wash separately.

Please follow the washing instructions provided for each individual garment.

+   The item I want is out of stock?
We are really sorry about this. Please email us at hello@flashtag.me and we’ll let you know if this item is to be restocked at any time soon. The designs are constantly changing, so usually when stock is gone it's gone.

 

RETURNS & REFUNDS

+   Can I return something if it’s not for me?
Absolutely, if you need to return or exchange your product, we are happy to help!  We offer free exchanges within 28 days of receiving your order. We will then exchange your product for a different product. 

Returns and exchanges are simple.

Just return your unused, unopened items in as new condition as it was received within 28 days for a full refund or for a free exchange to a different size or colour.

To start a return or exchange please complete the following steps:

1. The quickest and easiest way is to highlight the products you would like to return on the packing slip that you received with the original delivery. If you have lost your packing slip, don’t worry just print off your order email and send with the item(s) instead.
2. Securely wrap the item so that it cannot be damaged in its original packaging and tags, unused, along with the packing slip, then package up ready to post.
3. Take to a post office and send to FLASHTAG.me Ltd, Red House Farm Business Unit 1, Rectory Road, Bacton, Suffolk IP14 4LE, UK. Please make sure that you ask for a proof of posting when posting your product back to us (remember to keep this safe in case for some reason we do not receive the item). Postage for returned items are to be paid for by the customer unless faulty.

1. On safe receipt we will send you an email to notify you that we have received the return and are processing your enquiry. Once your refund request has been accepted, you will receive a refund (to the payment method that you originally used) within 14 days of the item arriving at our warehouse. If you have requested an exchange we will endeavour to do this as quickly as possible. Allow 7-10 working days, as depends if your request is in stock.

Please note the following exceptions:

• Discounted items cannot be returned or exchanged.
• Return Items must be in as new condition with original packaging and tags, with no signs of wear or use.
• Items damaged due to normal wear and tear, by accident or misuse will not be considered faulty.
• Any item purchased containing sparkly products will lose a bit of sparkle each time it is washed, and over time. This is completely normal.
  
  

+   What do I do if I received the wrong item?
We are so sorry if you’ve received the wrong item in your order. Please get in contact with us at hello@flashtag.me and we’ll issue you with a free returns label to send it back to us.

+   Can I return a gift?
Yes you can. To return or exchange a gift you need to get in touch with the person who purchased the gift and ask them to get in touch with us directly at hello@flashtag.me.

+   What should I do if my refund is incorrect?
Please contact us at hello@flashtag.me.

+   I forgot to include my returns note in my return, what can I do?
Obviously, we cannot process returns unless we know who has sent the item. Please email hello@flashtag.me with the date of return postage, a copy of the proof of posting and original order number. We will endeavour to match up unallocated returns with your order and process your request.

+   Will my original postage costs be refunded?
Postage costs will only be refunded if your product is damaged or faulty.

+   What do I do if I've received the wrong item?
We are so sorry if you’ve received the wrong item in your order. Please get in contact with us at hello@flashtag.me and we’ll issue you with a free returns label to send it back to us.

+   Can I get a refund if the price has changed since I ordered it? 
As a business we're constantly changing our prices due to fashion trends, sales demand and other various reasons. This does unfortunately mean that if the price has changed since you've ordered, we are unable to refund the price difference. 

 

ACCOUNTS & CONTACT

+   Where are you located?
We are predominantly an online store based in Suffolk in the United Kingdom. You may, however, find our products in selected stores we work with. Keep an eye out though whilst out on those slopes as you never know where you might quite find us!  

+   How do I contact your company if my question isn’t answered here?
Very simply, email us at hello@flashtag.me and we’ll get back to you as soon as we can to answer your question.

+   Do you have any discount codes available?
If you would like to be kept up to date when discount codes become available you can sign up via our website at www.flashtag.me to receive our newsletters.

+   What languages can I use on your site?
At this time the website and all website support are only available in English.

 

WHOLESALE & SPECIAL ORDERS 

+   Can I buy your products to resell in my store?
If you are a like-minded retailer and love our products and would like to sell them through your online or high street shop please get in contact with the sales and export team at hello@flashtag.me. Discounts are offered on orders of 30+ of the same design, so if you are looking for a side hustle or want to earn some extra pocket money please get in touch.

+   Are you able to have your products branded for me to resell?  
If you love our neck warmers or goggle covers and would like to order a batch in your own corporate colours or design, or with your company logo attached please enquire to hello@flashtag.me. We have a minimum order quantity of only 200 pieces.

+   Do you have an Influencer programme?
If you are an influencer with a large following in the snow, snow sport, fashion or activewear sectors and love our products, get in touch at hello@flashtag.me to see how we can help each.