Payment & Refunds
What forms of payment do you accept?
We accept Google, Shop Pay, Visa, Mastercard, American Express, UnionPay and Klarna.
Flattered engages Klarna Checkout as its sole payment solutions provider.
Payments may be made in the currencies listed in Flattered’s online store. You may pay by credit card, debit card or Klarna Invoicing. For further questions regarding payments, we refer you to Klarna’s customer service at +46 8-120 120 10. Please note that Klarna's purchase Terms & Conditions are assumed as accepted by the customer when a payment is made at checkout. You can read about Klarna's Data Protection Policy here.
Do I have to pay customs and taxes?
Orders shipped within Europe, the USA, and Canada are not subject to any additional customs fees or taxes.
For deliveries to Switzerland or otherwise outside of the regions stated above, local import duties, taxes, or charges may apply.
These fees are not included in your order total and cannot be reimbursed by Flattered.
When will I receive my refund on a returned product?
Once your return is marked as delivered, please allow up to 14 business days for our warehouse to process it. After your item has been inspected and approved, your refund will be issued, and you’ll receive a confirmation email.
Please note that it may take an additional 3–5 business days for the refund to appear in your account, depending on your bank or payment provider.
If your refund has not arrived within this timeframe, please contact us at support@flattered.com, and we will be happy to assist you.
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Payments with Klarna
If you have paid with Klarna you can register the return by visiting the KlarnaPortal. Select the order and click 'returns'. This will pause your payment due date until the return has been processed. Klarna will then provide you with your new invoice total or send a confirmation email when there's no payment due anymore. If you have already paid you will receive your refund within 3-5 business days.
Payments with Credit card
If you have paid with Credit card we will refund the money for the returned product as soon as the return is registered at the warehouse. Please note that refunds can take up to 3-5 business days to appear on your bank account due to varying processing times of financial organizations.
Which currency will I be charged in?
Our prices are displayed and charged in the local currency of selected countries.
You can view or change your country and currency using the Currency/Country selector in the top-right corner of our website.
On mobile, this can be found in the main menu.
If your payment card is registered in a different currency, your bank will convert the amount using its own exchange rate and may charge a conversion fee. These fees are not covered by Flattered.
Discount Codes
You can enter your discount code under “Enter discount code” at check out. Once you hit “Apply” it will automatically be applied to your purchase.
Please note that you may not be able to combine the code with another offer simultaneously.
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If you are having issues with your discount code, please try the following:
1. Make sure you've entered the code exactly as it was given to you, without any spaces.
2. Try copy-pasting the code into the 'Enter discount code' box.
3. Check the validity of your code. You may not be able to combine the code with another offer simultaneously.
If you have a valid discount code that still does not work, please contact our customer support at support@flattered.com.
Return & Exchange
What is your return policy?
All purchases made online and in-store between 17 November 2025 and 7 December 2025 can be returned until 7 January 2026.
For purchases made from 8 December 2025 onwards, our regular return policy applies.
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Items may be returned within 30 days of delivery and must be received in unworn, undamaged condition.
Once your return is delivered to our warehouse, please allow up to 14 business days for it to be processed. After the return is approved, your refund will be issued to the original payment method.
As with all refunds, it may then take 3–5 business days for the funds to appear in your account, depending on your bank or payment provider.
Shipping costs are non-refundable, and any local duties or import taxes paid are not reimbursable by Flattered.
Additional Information
Items purchased through an external retailer or stockist (not directly from Flattered) must be returned to the same retailer where the item was bought.
Please ensure returns are sent to the correct Flattered return address, using the return slip provided.
We cannot take responsibility for returns sent to the wrong address or for items returned in unsuitable condition, in which case no refund can be issued.
How do I make an exchange?
At the moment, we’re not able to facilitate direct exchanges. If you wish to receive a different size or style, the best option is to return the item and place a new order on flattered.com. This ensures you receive the product you want as quickly as possible.
Exchanges for US customers
For customers in the US, we’re pleased to offer exchanges through our US Return Portal.
Simply register your return, and then place a new order. Your return fee will be available to use as a credit toward your new purchase. You’ll receive all the details on how to apply this credit in your return confirmation email.
How do I initiate a return?
You’re welcome to return your purchase within 30 days of delivery. To ensure a smooth return, simply follow the steps below according to your delivery method.
Post Office
1. Register your return in our Return Portal using the email address and order ID from your purchase, then print your return label.
For customers in the United States, please use our US Return Portal and enter your order ID together with your ZIP code.
2. Pack your order as it was received in its original box.
3. Paste the prepaid return label on top of the original address label.
4. Return your order to your closest pick-up point within 30 days of the date of delivery.
Home Delivery
1. Register your return in our Return Portal and print your return label. Use the email from your order and the order ID to initiate the return.
2. Pack your order as it was received in its original box.
3. Paste the prepaid return label on top of the original address label.
4. Arrange for the carriers to pick up your return within 30 days of the date of delivery.
Budbee
1. Go to the Budbee app and find the order you want to return
2. Click on "Book a return". You do not need to print a return label, Budbee takes care of that.
3. Choose how you want to return:
- Pick up at your door: If you choose pickup at your door, book the date and time that suits you best, Budbee will pick up the return at your place.
- Budbee box: If you choose the Budbee box, you book the desired box and receive a PIN code that you enter at the box display.
Please keep your return receipt until your refund has been confirmed.
When will an item be back in stock?
We recommend using the “Notify me” button on the product page to be alerted as soon as an item is back in stock. You’ll find it next to the size information.
While we’re not able to provide specific restock timeframes on the site, you’re always welcome to contact our Customer Relations team if you’d like more information.
What should I do if my item arrives damaged?
All items are carefully quality-checked before leaving our warehouse. If your package appears damaged upon arrival, please report this to our customer support team at support@flattered.com before opening it.
If you discover any damage after opening the package, please contact us as soon as possible.
To help us resolve the issue promptly, include photos of the damage along with your order number.
Label-Free Returns in Germany
If you are returning an order from Germany, your return label includes a QR code. Simply show this QR code—on your smartphone or another device—at any DHL service point, and they will print the physical return label for you.
This allows you to complete your return without needing to print anything yourself.
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Wenn Sie eine Bestellung aus Deutschland zurücksenden, enthält Ihr Rücksendeetikett einen QR-Code. Zeigen Sie diesen QR-Code einfach auf Ihrem Smartphone oder einem anderen Gerät in einer DHL-Filiale vor, und das Rücksendeetikett wird dort für Sie ausgedruckt.
Order & Shipping
Where is my order?
We always do our best to ensure that your order reaches you on time. Orders are typically dispatched within 24–48 hours, unless an item is on pre-order, in which case the estimated dispatch date will be shown at checkout and in your order confirmation.
Once your order has been dispatched, you will receive a tracking number. If you haven’t received your tracking details within the expected timeframe, or if your tracking hasn’t updated for a while, please contact our customer support team at support@flattered.com.
How do you ship?
The courier used for your delivery is shown at checkout page on our website, this varies depending on the destination country.
When your order is ready for delivery or arrives at your nearest pick-up point, you will receive a notification using the contact details provided at checkout.
Please note that delivery times may vary depending on availability, local carrier conditions, and your country of residence. We aim to dispatch all orders within 24–48 hours, unless the item is a pre-order.
Where do you ship?
Europe:
Albania, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, Serbia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.
Asia:
Bahrain, Brunei, China, Hong Kong, India, Indonesia, Israel, Japan, Kazakhstan, Kuwait, Malaysia, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Taiwan, Thailand, Turkey, United Arab Emirates, Vietnam.
North America:
Canada, Mexico, United States.
South America
Brazil
Oceania
Australia, New Zealand.
Africa
South Africa.
Can I update my delivery address after placing an order?
If your order has not yet been shipped, we may be able to update your delivery information. Please reach out to us as soon as possible at support@flattered.com, and we will do our best to assist.
If your order has already been shipped, we are unfortunately unable to make any changes to the address. In this case, we recommend contacting the shipping carrier directly, as they may be able to help redirect or update the delivery.
Can I make changes to my order after it’s placed?
We aim to ship all orders within 24–48 hours, so changes are only possible if your order has not yet been fulfilled by our warehouse.
Once an order has entered the fulfilment process or has been dispatched, we are unfortunately unable to make any changes.
If you need to update your order, please contact us as soon as possible at support@flattered.com, and we will do our best to assist.
Pre-orders
Some products are in particularly high demand or coming soon to our newest collection.
When an item is already in production at one of our factories, we offer it as a pre-order so that you can secure your piece before the next restock arrives.
Pre-ordering guarantees that the item is reserved for you and will be shipped as soon as the incoming production is delivered to our warehouse.
You’ll see the estimated delivery date stated on the product page, below the 'pre-order' button and again before placing your order.
It will also appear in your order confirmation email.
Please note that payment is taken at the time of purchase. This secures your pre-order and ensures that the item is allocated to you in the upcoming restock.
When will an item be back in stock?
We recommend using the “Notify me” button on the product page to be alerted as soon as an item is back in stock. You’ll find it under the size information.
While we’re not able to provide specific restock timeframes on the site, you’re always welcome to contact our Customer Relations team if you’d like more information.
What should I do if my item arrives damaged?
All items are carefully quality-checked before leaving our warehouse.
If your package appears damaged upon arrival, please report this to our customer support team at support@flattered.com before opening it.
If you discover any damage after opening the package, please contact us as soon as possible. To help us resolve the issue promptly, include photos of the damage along with your order number.
Where is Flattered based?
Flattered is a Swedish-registered company headquartered in Stockholm. The warehouses are located in Sweden and the US. The majority of our products are produced in Spain, followed by Portugal and Italy.
The Flattered flagship store is located at Mäster Samuelsgatan 11, Stockholm.
From where do you ship your orders?
Our warehouses are located in Sweden and the US.
Product Help
How do I take care of my Flattered products?
At Flattered, our vision is to create long-lasting relationships between our shoes and their owners. You can read all about how to take care of your Flattered products here.
How should I choose my size?
Our shoes follow standard European sizing, but fit can vary slightly between styles due to differences in materials, construction, and lasts.
Softer leathers tend to relax with wear, while firmer materials like patent leather offer a more structured feel. Pointed-toe designs may also feel narrower, which is why some customers choose to size up.
Whenever a style fits differently than usual, we note this directly on the product page. If you’re between sizes or unsure which size to choose, our Customer Relations team is happy to offer personalised advice. You can reach us at support@flattered.com.
How to measure:
1. Stand on a flat surface with your heel against the wall.
2. Place a ruler on the floor, aligned with your foot.
3. Measure from the heel to your longest toe. Use the chart above to identify your size.
What size should I pick if my feet differ in size?
It’s completely normal for one foot to be slightly larger than the other.
In this case, we recommend choosing the size that accommodates your larger foot and using an insole or insert to create a more secure fit for the smaller foot.
Where are the products designed?
All the products are designed by our talented designers in Stockholm, Sweden.
What material are the products handcrafted in?
At Flattered we are committed to create products with forever appeal. All our products are either handcrafted in leather, wool, organic or cotton. If you are wondering what material a specific product are handcrafted in, check out the product description.
Read more about our materials here.
Where are the products handcrafted?
All the products are handcrafted by fantastic craftsmen in southern Europe. Our production teams and the factories are carefully selected for their premium quality and values, with people who live for their craft. The traditional handmade manufacturing methods, combined with our environmental efforts and contemporary design ideas, allow us to evolve and build upon our brand’s balance of quality, sustainability, creativity, and accessibility.
Read more about our factories here.
Other
Terms & Conditions
These terms apply to all orders submitted through Flattered's online store located at flattered.com (hereafter referred to as the “webshop”) and covers all purchase agreements between the customer (you) and Flattered AB (hereafter called Flattered).
You are advised to read these terms in full before placing an order on the webshop. As these terms may be updated from time to time, Flattered recommends that you ensure you are up to date with any and all changes to the terms before placing a new order.
In order to make a purchase from the Flattered webshop, you must be at least 18 years of age, and not in the care of a legal guardian. Flattered assumes that customers who place orders on the Flattered webshop provide truthful information about their age, and/or have the necessary consent of a guardian to make said purchase. Orders made in another person's name without their consent will be reported to the competent authority.
A binding purchase agreement is entered into as soon as your order has been confirmed by Flattered, i.e. an order confirmation has been sent to the email address provided by you at the time of purchase. When your order has been delivered, and Flattered has received its due payment, you become the owner of the purchased product(s) and are thus responsible for their loss and/or destruction.
If an item runs out of stock at the same time that you place an order for it, before its unavailability has been updated on the website, Flattered will notify you by email. Flattered may then suggest another product in exchange, or cancel your order and offer you a full refund for your purchase. Flattered reserves the right to reject or revoke a purchase contract if it suspects fraud or acts similar to fraud – for example, the illegal use of another person's credit card.
Business information
Flattered AB
Erik Dahlbergsallén 15
115 20 Stockholm
Sweden
Organisation number: 556936-9027
VAT number: SE 556936902701
Privacy
1. Introduction
Flattered AB ("Flattered") is committed to protecting your privacy as a customer, website visitor, or other third party – such as, for example, a contact person in a business or organisation with which Flattered cooperates.
Flattered therefore aims to be transparent about how it handles your personal data, so that you feel safe when you make a purchase or visit our webshop. The purpose of this privacy policy is to explain how Flattered collects and uses your personal data, and how you may exercise your rights.
If you have any questions or comments regarding this privacy policy, or the processing of your personal information, please contact us via Flattered’s customer service.
2. When does Flattered collect your personal information?
Flattered may collect personal information from you when you make a purchase on the site; communicate by post, email or phone; create a subscription service account on the site; or request information from Flattered. Flattered may also automatically collect technical and user information about your devices and browsing patterns when you are interacting with the Flattered website. This data is collected using cookies, the server's logs, and other similar technology.
In addition to the personal data you provide, Flattered may collect information about you from a third party, such as a credit information agency, supervisory authority, or other publicly available database.
If you do not provide certain information when requested, Flattered may not be able to fulfil its obligations to you, or respond to your inquiries. In this event, Flattered may be prevented from providing you with the best possible service, as well as from fulfilling its legal obligations (such as reporting requirements).
3. What kind of information does Flattered collect?
Flattered may collect, store and use the following types of personal information about you:
- General information, as well as contact information – for example, your name, gender, telephone number, email address, physical address, and/or other contact details.
- Financial information – for example, your bank details, credit information and payment history.
- Marketing and communication related information – for example, your preferences regarding receiving marketing communications from Flattered and/or third parties; account information, if you have signed up for Flattered's subscription service; correspondence details, if you have been in contact with Flattered's customer service; and/or other similar information.
- Technical data – for example, your IP address; login details; browser type and version; time zone and location settings; browser plugins; operating system, platform, and other technologies your devices may use to access the Flattered website.
- Usage data – for example, information about how you use Flattered's website, as well as your purchase history.
4. How does Flattered use your personal information?
Flattered may use your personal information to:
- Manage and fulfil its contractual and legal obligations to you, or to the company you represent – for example, when handling warranty claims.
- Meet its reporting requirements – for example, when following accounting rules and regulations, and submitting declarations to tax and other regulatory authorities.
- Answer your questions and inquiries.
- Validate the legal age requirement for online purchases.
- Determine, exercise, or defend its legal rights.
Processing of your personal data outside of legal or contractual obligations will be based on Flattered's legitimate interest in:
- Providing you with marketing related communications – in the form of newsletters and other publications via email or similar technology – regarding Flattered's business, as well as general information that may be of interest to you.
- Analysing statistical data to study how visitors use Flattered's website, in order to improve its features and services.
- Managing Flattered's daily business needs.
Flattered engages Klarna Bank AB (“Klarna”) as its payment partner, therefore providing several payment solutions to you as a customer. Regardless of the payment method chosen on the Flattered website, your personal data will be handled and protected by Klarna. For questions regarding how your personal data is managed when making a payment, we refer you to Klarna's customer service at + 46 8-120 120 10.
You can also read about Klarna's Data Protection Policy here.
Your personal data will only be used for the purpose of which it was collected, unless Flattered reasonably believes that it may be used for any other reason that is consistent with the original purpose. If Flattered sees the need to use your personal data for an unrelated purpose, you will be notified before further processing of your data is conducted.
5. To whom does Flattered provide your personal information?
In addition to the disclosures reasonably necessary for the purposes stated elsewhere in this Privacy Policy, Flattered may disclose information about you in the following ways:
- To Flattered's service providers – for example, logistics, payments, marketing, and technical support, all of which may only process your personal data on behalf of Flattered.
- To the extent that Flattered is obliged to do so in accordance with applicable law.
- In connection with any ongoing or future legal proceedings.
- In order to establish, exercise, or defend Flattered's legal rights.
Over and above what is stated in this privacy policy, Flattered will not disclose your personal data to any third parties.
6. Where does Flattered collect and store your personal information?
Your personal information and email address will be collected and stored in our e-commerce, mailing, and business systems. Klarna Bank AB will also collect and store this information in its internal systems.
7. How does Flattered protect your personal information?
Flattered will take appropriate security measures to prevent accidental or illegal loss, destruction, alteration, unauthorised access to, or disclosure of, your personal data. However, Flattered cannot guarantee full security for data sent over the Internet, since data transmission is in its nature uncertain.
8. For how long does Flattered save your personal data?
Flattered only saves your personal data as long as it is required to achieve the purpose for which it was collected, or if it is required to comply with any form of mandatory storage periods, in accordance with applicable law.
9. What rights do you have?
9.1 Access to your personal data
Keep in mind that you may, at any time, request access to and/or retrieve, information that Flattered has stored about you. You have the right to know what data has been stored; to what purpose; and for how long Flattered intends to save this information.
9.2 Corrections, deletions, and objections
You have the right to request that Flattered correct any incorrect information about you; delete information that is no longer relevant to the purpose for which it was collected; and/or oppose Flattered's processing of your personal data. However, certain legal obligations may prevent Flattered from immediately deleting specific types of information.
If Flattered has processed your personal data based on your consent, you may withdraw said consent at any time.
9.3 Opting out of direct marketing
You always have the right to opt out of direct marketing, and to object to all processing of your personal data, based on a balance of interests between the company and yourself.
9.3.1 Newsletters
If you, as a customer, have consented to the use of your personal data for this purpose, i.e., a subscription service, Flattered will communicate with you by email in the form of newsletters. You have the right to unsubscribe from Flattered's subscription service at any time, by withdrawing yourself from our mailing list and/or contacting our customer service.
9.3.2 Social media
If you follow and/or interact with Flattered via third party social media such as Instagram, Facebook, YouTube, or Pinterest, your data will also be subject to the third party’s personal data management and privacy policies.
9.4 Complaints
You may, at any time, file a complaint with the competent supervisory authority if you consider Flattered to be in violation of applicable data protection laws with regard to your personal data.
10. Cookies
Flattered uses cookies for the purpose of gathering information about the way you use our online service, as well as your interests. You can configure your browser settings to reject some or all of these cookies, and/or be notified of when a website uses cookies, and when they are being stored on your device. If you choose to block the use of cookies, you can still access the Flattered website. However, certain sections and features of the site may become inaccessible to you, and/or not work properly.
11. Third Parties
Flattered's website may contain links to other websites. This privacy policy does not cover third party websites that you choose to access based on links presented on the Flattered website. Flattered is not responsible for the privacy and data management policies of the third party’s website.
12. Policy Updates
Flattered reviews its privacy policy on an ongoing basis, and may choose to update it at any time. You are therefore advised to check this privacy policy periodically, to ensure that you are satisfied with the changes it may have undergone. This privacy policy was updated no later than 16-04-2019.
Contact
If you have any questions or concerns regarding this privacy policy, or Flattered’s processing of your personal information, please contact:
Flattered AB
Erik Dahlbergsallén 15
115 20 Stockholm
Sweden
Organisation number: 556936-9027