How can I report an issue with my order?
If you receive a damaged product or notice a manufacturing error, Flow Foundry offers a free replacement or refund if you contact us within 14 days of product delivery.
GUIDE: Reporting an Issue
In the unlikely event that you are unhappy with your product please follow these instructions to return / receive a new product:
Upon delivery of your purchase you shall receive an email asking: How did you like your order?
Please use the response option in this email within 14 days to report the issue.
If you do not receive this email, within 14 days please:
Email us at: sales@flowfoundry.co with;
- The date of your purchase
- Your order number
- What you would like to return
- Why you want to return it
- A photo highlighting the fault/damage [ SEE EVIDENCE GUIDE BELOW ]
Required Evidence
An issue with the quality of the print
Required Evidence
A clear photo of the received product laid on a flat surface in which the design and the issue are clearly visible in a single frame.
An issue with the graphic placement (distance from collar, off-center, etc.)
Required evidence
A clear photo of the received product laid on a flat surface where the incorrect placement is shown with a ruler/measuring tape.
There is an expected tolerance of 0.5" for print placement.
Graphic in the wrong area
Required Evidence
A clear photo of the product you received, folded in a way that clearly displays both sides.
Issue with the Product Received
Required Evidence
A photo of the product that was received, where the design, issue, and/or size tag are clearly visible in a single frame.
A product sizing issue (Manufacturing defect)
Required Evidence
A clear photo of the received product being measured according to the measurements provided in the size chart. Both the print and the measurement should be clearly visible and the garment should be laid on a flat surface.
The tolerance is +/- 1” for adult garments and +/- 0.5” for children's clothing.
Delivery-related product damage
Required Evidence
A photo or video of the received product, where the package, the printed design, and the issue are clearly visible.
Replacement item has the same issue as the original item
Required Evidence
A photo or video of both the original and reprinted item in the same frame where the issue is clearly visible.