FAQS

a) Right of withdrawal (EU/EEA consumers)

If you are contracting as a consumer and user residing in the European Economic Area (EEA), you have the right to withdraw from this contract within 14 days after the delivery date without giving any reason, in accordance with Directive 2011/83/EU as amended by Directive (EU) 2023/2673.

The withdrawal period will expire after 14 calendar days from the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods. If the goods that make up your order are delivered separately, the withdrawal period will expire 14 calendar days after the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the last good.

To exercise the right of withdrawal, you may:

• For international orders (non-Spain): initiate your return through our Returns & Exchanges Portal. You will need your order number and email address to log in;
• Notify FLAMINGOS' LIFE by email with the subject "Order Withdrawal" at contact@flamingoslife.com; or
• Send a written notice to: FLAMINGOS' LIFE, Juan de Herrera street, No. 29, 03203 Elche (Alicante), Spain.

To meet the withdrawal deadline, it is sufficient that the request is sent before the expiry of the withdrawal period.

b) Commercial return policy (all customers)

In addition to the legal right of withdrawal, FLAMINGOS' LIFE offers all customers a 30-day return period from the date of delivery. To request a return:

• International orders (non-Spain): use our Returns & Exchanges Portal. You will need your order number and email address to log in.
• Spain orders: contact our Customer Service Department at contact@flamingoslife.com.
  

c) Effects of withdrawal

Refund of payments: In case of withdrawal, we will refund all payments received from you, including the cost of standard delivery. If you chose a delivery method more expensive than the cheapest standard delivery we offer, we will only refund the amount corresponding to the cheapest standard delivery option. The refund will be made without undue delay and in any event no later than 14 calendar days from the date on which you inform us of your decision to withdraw. We will proceed with the reimbursement using the same means of payment used by you for the initial transaction. You will not incur any additional fees as a result of the reimbursement. We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest.

Return shipping costs: The direct cost of returning the goods will be borne by you. A prepaid return label will be provided, and the return fee will be deducted from the refund amount. Returns are subject to the following return fees based on your location:

• Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovak Republic, Slovenia, and Sweden: €19
• Spain: €5
• Cyprus, Croatia, and Malta: €25
• Norway: €35
• Switzerland: 25 CHF
• United Kingdom: £15
• United States: $20

For countries not listed above, please check the complete list of return fees here.

Note for commercial returns (non-withdrawal): Returns requested under the 30-day commercial policy (section 1b) are subject to the same return fees listed above. The refund of original delivery costs only applies when the right of withdrawal is exercised within the 14-day legal period by EU/EEA consumers.

Returning the goods: You must send back the goods without undue delay, and in any event no later than 30 calendar days from the date you communicate your decision to withdraw from the contract. Further instructions and a return label will be provided by email. The deadline is met if you send back the goods before the period has expired.

d) Conditions for returns

Products must be returned in perfect condition, unused, with all original tags, labels, and packaging. Please use additional shipping packaging to protect the original product box during transportation. If the return does not meet these requirements, the refund will not be processed and the shipping expenses to retrieve the product will be borne by you.

Only returns of products purchased on www.flamingoslife.com will be accepted.

If you consider that at the time of delivery the product does not conform to the contract, you should contact FLAMINGOS' LIFE immediately at contact@flamingoslife.com, providing the product details and describing the defect or damage, along with clear photographs of the defect and the overall condition of the product, and indicating whether you opt for a refund or replacement with an identical product.

You may return without any additional cost any product with a manufacturing defect. In this case, FLAMINGOS' LIFE will provide a prepaid return label at no cost to you.

The product being returned must be unused and with all of its tags, labels, packaging, and where applicable, the original documentation and accessories supplied with the product. FLAMINGOS' LIFE reserves the right to reject the return or apply a depreciation if the product has been damaged or the user fails to proceed as instructed.

Once the inspection of the returned product is completed, we will communicate by email whether you are entitled to a refund or replacement. Reimbursement will be made as soon as possible, and in any case within 14 days from the confirmation date. The refund will be made using the same payment method you used for the original purchase.

The following will not be considered a manufacturing defect: normal wear and tear of the product; defects caused by storage or transport after delivery; defects caused by inappropriate use or insufficient maintenance; damages caused by modifying the product or by external impacts (sharp edges, torsion, compression, or falls); and damages caused by repairs or modifications performed by technicians external to FLAMINGOS' LIFE.

FLAMINGOS' LIFE offers one free size or colour exchange per order, limited to a different size or colour of the same product within the same collection. Exchanges to a different model are not supported through this policy.

• First exchange: A free return label will be provided.
• Subsequent exchanges: If an additional exchange is needed on the same order, the return shipping costs and any additional fees, import fees, or duties will be borne by the customer.

To request an exchange:

• International orders (non-Spain): use our Returns & Exchanges Portal. You will need your order number and email address to log in.
• Spain orders: contact our Customer Service Department at contact@flamingoslife.com.

Exchanges are subject to product availability at the time the returned product is received at our warehouse. If the requested size or colour is not available, we will offer you an alternative option or a refund. All original conditions for returns (perfect condition, unused, with tags and original packaging) apply.

The user must meet the following requirements to exercise the right of withdrawal, request refunds, or replace products:

I. To arrange the return, the user must either use our Returns & Exchanges Portal at contact@flamingoslife.com (Spain orders and defective products).

II. The user may exercise the right of withdrawal in any manner permitted by law.

III. The product must be returned in the same condition in which it was received. The consumer may handle and inspect the product as would be permitted in a physical store. FLAMINGOS' LIFE will not refund any amount if the product has been damaged, worn, or used beyond what is necessary to establish its nature, characteristics, and functioning. The user must take reasonable care of the product while it is in their possession.

IV. Reimbursement will be made using the same means of payment used by the user to pay for the product.

If you have any questions regarding this policy or our Data Protection Policy, you can contact us at contact@flamingoslife.com.