FAQ

Welcome to the Flexy Mart FAQ.

Here you'll find answers to common questions about our products, orders, delivery, payments, returns, exchanges, and customer support. If you can't find the information you're looking for, our support team will be happy to help.

ABOUT FLEXY MART

Q: What is Flexy Mart?

A: Flexy Mart is an online bag store offering a range of handbags, shoulder bags, crossbody bags, totes, work bags, backpacks, travel bags, and other styles for everyday use and different occasions.

We focus on offering practical and stylish options while providing clear product information to help customers choose the right bag for their needs.

Q: What types of bags can I find at Flexy Mart?

A: Our collections include handbags and shoulder bags, crossbody and small bags, tote and work bags, backpacks and travel bags, along with other styles.

Our range is not limited to these categories. We plan to introduce additional collections and products as Flexy Mart continues to grow.

PRODUCTS AND PRODUCT INFORMATION

Q: How can I find the right size bag?

A: We recommend checking the product page before purchasing. Where available, product pages provide dimensions and other useful details to help you understand the bag's size and capacity.

If you're unsure about a particular product, you can contact our support team for assistance.

Q: Are the colors shown on the website exactly the same as the actual product?

A: We make every effort to display product colors as accurately as possible. However, colors may appear slightly different depending on your screen, device settings, lighting, and photography conditions.

Q: How should I take care of my bag?

A: Care instructions can vary depending on the material and design of the bag. As a general rule, keep your bag away from excessive moisture, prolonged direct sunlight, perfumes, and sharp objects.

For routine cleaning, gently wipe the surface with a soft cloth and avoid soaking the bag or using harsh chemicals.

Q: Will new products and collections be added?

A: Yes. Flexy Mart plans to continue expanding its range with new products, styles, and collections over time.

ORDERS AND CHECKOUT

Q: Do I need to create an account to place an order?

A: No. You can place an order without creating an account when guest checkout is available.

Creating an account can make it more convenient to manage your orders and view your order history.

Q: What happens after I place an order?

A: After your payment has been successfully processed, we begin preparing your order for shipment.

You will receive an order confirmation at the email address provided during checkout. Once your order has been dispatched, a separate shipping confirmation with available tracking information will be sent to you.

Q: Can I change or cancel my order after placing it?

A: Please contact us as soon as possible if you need to change or cancel an order.

We can generally make changes or process cancellations only before the order enters processing or shipment. Once an order has been dispatched, changes or cancellations may no longer be possible.

SHIPPING AND DELIVERY

Q: Where does Flexy Mart deliver?

A: Flexy Mart currently ships orders to addresses within the United Kingdom.

Q: What delivery service do you offer?

A: We currently offer Standard Delivery.

Shipping Cost: £25 flat rate
Processing Time: 1–3 business days
Transit Time: 8–9 business days
Estimated Total Delivery: 9–12 business days

Delivery estimates are not guaranteed and may be affected by carrier delays, weather, public holidays, high shipping volumes, or other circumstances outside our control.

Q: What is your daily order cut-off time?

A: Our order cut-off time is 5:00 PM (UK Time - GMT+00:00).

Orders placed before the cut-off time on a business day will generally begin processing that day. Orders placed after the cut-off time, on weekends, or on public holidays will generally begin processing on the next business day.

Q: How will I know when my order has been dispatched?

A: Once your order has been dispatched, we'll send you a shipping confirmation email with tracking information when tracking is available.

You can use the tracking details to follow the progress of your package.

Q: What should I do if my delivery is taking longer than expected?

A: Delivery timeframes are estimates, and unexpected delays can sometimes occur.

If your order has gone significantly beyond the estimated delivery period, please contact us with your order number so we can review the available shipping information and assist you.

Q: What if I entered the wrong delivery address?

A: Contact us immediately if you notice that your shipping address is incorrect or incomplete.

We'll do our best to update it before your order is processed. Once an order has been dispatched, we may no longer be able to change the delivery address.

Customers are responsible for providing accurate delivery information at checkout.

RETURNS AND EXCHANGES

Q: Can I return an item if I change my mind?

A: Yes. Flexy Mart accepts returns for eligible non-defective as well as defective products.

Eligible products generally need to be returned within 30 days of delivery, unused and in their original condition with applicable packaging, tags, and accessories.

Q: What products may not qualify for a return?

A: Products that have been used, altered, damaged through misuse, or returned without the required condition or packaging may not qualify.

Final-sale or customized products, where applicable, may also be excluded from returns.

Please review our Return & Refund Policy for the complete requirements.

Q: Do you charge a restocking fee?

A: No. Flexy Mart does not charge a restocking fee for eligible returns.

Q: Who pays for return shipping?

A: For returns made because of personal preference, changing your mind, ordering the wrong product, or another reason not caused by Flexy Mart, the customer is responsible for the return shipping cost and return label.

If an item is confirmed to be defective, damaged, or incorrectly supplied, we will review the situation and determine the appropriate resolution.

Q: Can I exchange an item?

A: Yes. Exchanges are available for eligible products that meet our return requirements.

Please contact us before sending an item back so we can review your request and provide the appropriate return instructions.

Exchanges are subject to product availability.

Q: What should I do if my order arrives damaged, defective, or incorrect?

A: Please inspect your order when it arrives.

If you receive a damaged, defective, or incorrect product, contact us within 48 hours of delivery.

Please provide your order number, a description of the issue, and clear photographs of the product and packaging where applicable. We'll review the information and help determine the appropriate resolution.

REFUNDS AND PAYMENTS

Q: How long does a refund take?

A: Once an approved return has been received and inspected, the refund is generally processed within 10 business days and issued to the original payment method.

Your bank or payment provider may require additional time before the refunded amount appears in your account.

Q: Are original shipping charges refundable?

A: Original shipping charges are generally non-refundable.

An exception may apply when a return is required because of an error on our part, such as sending an incorrect product.

Q: Which payment methods can I use?

A: Payments are securely processed through Shopify Payments. Depending on your location, device, browser, and payment availability, the checkout may offer:

Visa Credit & Debit Cards
Mastercard Credit & Debit Cards
American Express
Discover
Apple Pay (where available)
Google Pay (where available)
Shop Pay (where available)
Other payment methods supported by Shopify Payments (where available)

The payment options available to you will be displayed during checkout.

Q: Is it safe to pay through the Flexy Mart website?

A: Payments are processed through secure payment technology using encryption and applicable payment-card security standards.

Flexy Mart does not directly store complete credit or debit card information on its own systems. Additional payment verification may also be requested for certain transactions.

ACCOUNT AND CUSTOMER SUPPORT

Q: Will I receive confirmation after making a purchase?

A: Yes. After a successful purchase, an order confirmation will be sent to the email address you provided during checkout.

After your order is dispatched, you'll receive a separate shipping confirmation with available tracking information.

Q: How can I contact Flexy Mart?

A: You can contact our support team by email or through our 24/7 online chat.

Email: info@flexymart.com

Business Hours: Monday - Friday | 9:00 AM - 5:00 PM (UK Time - GMT+00:00)

Chat Support: Available 24/7

Q: What if my question isn't answered here?

A: We're happy to help. If you can't find an answer in this FAQ, contact us through our Contact Us page, email us at info@flexymart.com, or use our 24/7 chat support.

Please include your order number when contacting us about an existing order.

SOCIAL MEDIA AND UPDATES

Q: Where can I follow Flexy Mart on social media?

A: You can follow Flexy Mart on our official social media channels for new products, collection updates, promotions, and other store news.

Facebook: Facebook | Flexy Mart

Instagram: Instagram | Flexy Mart

Pinterest: Pinterest | Flexy Mart

SEND US A MESSAGE

Q: Can I send a message if I need help with something not covered here?

A: Absolutely. If your question isn't answered in this FAQ, please contact our support team. We're happy to help with product questions, orders, delivery, payments, returns, refunds, exchanges, or other concerns.

When contacting us about an existing order, including your order number can help us assist you more quickly.