Payment & Refunds
What forms of payment do you accept?
We offer several secure and convenient payment options. You can pay using
Google Pay
Shop Pay
Visa
Mastercard
American Express
UnionPay
Klarna
Flattered uses Klarna Checkout as our primary payment service provider. Depending on your location, you can choose to pay by credit card, debit card, or through Klarna’s invoicing and financing options. All payments are made in the currencies available in our online store.
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?
You may return your items within 30 days of delivery, provided they are unworn and undamaged.
For items purchased on sale, the return period is 14 days from delivery.
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 initiate a return?
You’re welcome to return your purchase within 30 days of delivery or 14 days for items purchased on sale.
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.
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.
Do you charge a return fee?
We charge a return fee, with the specific amount depending on the region. You can see the fee for your location listed below.
This contribution helps cover the key costs of processing a return, such as receiving, inspecting, repackaging, and restocking the item, along with the associated logistics.
For certain regions, the fee is higher because shipping, customs, and handling expenses are significantly greater.
Return Fee:
Nordics
Sweden -55 SEK
Norway - 60 NOK
Denmark - 35 DKK
Europe
Rest of EU - 5 EUR
Cyprus - 20 EUR
Other
United States - 10 USD
Canada- 10 CAD
United Kingdom- 5 GBP
Switzerland - 20 EUR
Australia - 20 EUR
Rest of World -20 EUR
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.
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.
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’re in the middle of a warehouse move, which may mean a small delay in dispatch. You’ll receive a shipping confirmation as soon as your order is on its way. Thank you for your patience.
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.
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.
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.
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.
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.
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.
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.
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 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.
How do I take care of my Flattered products?
At Flattered, we want your shoes to stay with you for many seasons to come. Proper care helps preserve both their quality and comfort over time. You can find our full guide on how to care for your Flattered products here.
Where are the products designed?
All our products are created by our in-house design team in Stockholm, Sweden.
Rooted in Scandinavian design values, our team focuses on timeless aesthetics, thoughtful details, and long-lasting craftsmanship.
Watch our 'Crafting Legacy, Making Art' video here
What material are the products handcrafted in?
At Flattered we are committed to creating products with lasting appeal.
Most of our pieces are crafted in leather, but we also use carefully selected materials such as wool, or organic cotton for lining.
If you’re curious about the material of a specific item, you’ll find the full details in the product description.You can also read more about our materials here.
Where are Flattered products made?
All our products are handcrafted by skilled artisans in Spain, Portugal and Italy.
We work closely with carefully selected factories that share our commitment to exceptional quality and responsible production. These teams bring generations of expertise to their craft, using traditional manufacturing techniques alongside contemporary design and thoughtful environmental practices.
This combination allows us to uphold our core values of quality, sustainability, creativity, and accessibility.
You can read more about our factories here.
Other
Terms & Conditions
These terms and conditions apply to all orders placed through Flattered AB’s online store available at flattered.com (hereafter referred to as the “webshop”) and govern all purchase agreements entered into between the customer (“you”) and Flattered AB (“Flattered”).
Flattered reserves the right to amend these terms at any time. The version of the terms applicable to your purchase is the version in force at the time the order is placed.
Eligibility to Purchase
To place an order through the Flattered webshop, you must be at least 18 years of age or have the consent of a legal guardian. By placing an order, you confirm that the information provided is accurate and complete. Orders placed in another person’s name without their consent may be reported to the relevant authorities.
Order Confirmation and Formation of Contract
A binding purchase agreement is concluded once Flattered has confirmed your order by sending an order confirmation to the email address provided at the time of purchase. Ownership of the purchased product(s) transfers to you once the order has been delivered to the address specified by you and payment for the order has been authorised or otherwise approved in accordance with the selected payment method. From that point onward, you bear the risk for loss of or damage to the product(s). Where payment is made using a third-party payment provider, such as Klarna, the terms and conditions of the relevant payment provider shall also apply.
Stock Availability
All products are subject to availability. In the event that a product becomes unavailable after an order has been placed, but before such unavailability is reflected on the webshop, Flattered will notify the customer without undue delay.
In such circumstances, Flattered reserves the right to offer a replacement product or to cancel the order. If the order is cancelled, any payments received will be refunded in full.
Right to Cancel or Refuse Orders
Flattered reserves the right to cancel or refuse any order, in whole or in part, in the event of incorrect pricing, technical or system errors, stock discrepancies, suspected fraud, or other circumstances beyond Flattered’s reasonable control. Should an order be cancelled, any payments received will be refunded in full using the original method of payment.
Returns, Right of Withdrawal and Refunds
Information regarding returns, the statutory right of withdrawal, refunds, and related procedures is available in Flattered’s Returns & Refunds FAQ, available on the webshop.
The provisions set out in the Returns & Refunds FAQ form an integral part of these terms and conditions and apply to all purchases made through the webshop.
In the event of any conflict between these terms and conditions and the information provided in the Returns & Refunds FAQ, these terms and conditions shall prevail, unless otherwise required by mandatory consumer protection legislation.
Fraud
Flattered reserves the right to reject or revoke a purchase agreement where fraud or attempted fraud is suspected, including but not limited to the unauthorised use of payment details.
Flattered AB
Erik Dahlbergsallén 15
115 20 Stockholm
Sweden
Organisation number: 556936-9027
VAT number: SE556936902701
Privacy
1. Introduction
Flattered AB (“Flattered”, “we”, “us”, or “our”) is committed to protecting your privacy. This Privacy Policy applies to customers, website visitors, and other individuals whose personal data Flattered processes, such as representatives of business partners or organisations with which Flattered cooperates.
Flattered is the data controller for the processing of your personal data and is responsible for ensuring that such processing is carried out in accordance with applicable data protection legislation, including the EU General Data Protection Regulation (GDPR).
This Privacy Policy explains how Flattered collects and uses personal data, for what purposes, and how you may exercise your rights.
If you have any questions regarding this Privacy Policy or Flattered’s processing of personal data, please contact our customer service.
2. When Does Flattered Collect Personal Data?
Flattered may collect personal data when you:
- Make a purchase on the webshop
- Contact Flattered via email, phone, or post
- Subscribe to newsletters or other communications
- Create an account or register for a service
- Interact with Flattered’s website or digital services
Flattered also automatically collects certain technical information through cookies and similar technologies when you visit the website.
In addition, Flattered may receive personal data from third parties, such as payment providers, credit reference agencies, public authorities, or publicly available registers, where permitted by law.
If you do not provide requested personal data, Flattered may be unable to fulfil contractual or legal obligations or respond to your enquiries.
3. Categories of Personal Data Collected
Flattered may process the following categories of personal data:
- Identity and contact data: name, address, email address, telephone number.
- Financial data: payment information, credit information, transaction history.
- Account and communication data: customer service correspondence, subscription preferences.
- Technical data: IP address, browser type and version, device identifiers, operating system.
- Usage data: information about how you use the webshop and your purchase history.
- Marketing data: preferences regarding marketing communications.
4. Purposes and Legal Basis for Processing
Flattered processes personal data for the following purposes and legal bases:
- Performance of a contract: to process orders, deliver products, manage payments, and handle returns or warranty claims.
- Legal obligations: to comply with accounting, tax, and consumer protection laws.
- Legitimate interests: to improve services, analyse website usage, prevent fraud, and conduct business operations.
- Consent: to send marketing communications such as newsletters, where required by law.
- Personal data will not be processed for purposes incompatible with those listed above.
5. Payment Providers (Klarna)
Flattered uses Klarna Bank AB (“Klarna”) as a payment service provider. When you choose Klarna as your payment method, Klarna independently processes your personal data in accordance with its own privacy policy.
For information on Klarna’s processing of personal data, please refer to Klarna’s Privacy Policy available on Klarna’s website.
6. Disclosure of Personal Data
Flattered may share personal data with:
Service providers acting on Flattered’s behalf (e.g. logistics, payment, IT, marketing)
- Public authorities where required by law
- Legal advisors or courts in connection with legal claims
- Flattered does not sell personal data to third parties.
7. Storage and Transfer of Personal Data
Personal data is stored in Flattered’s e-commerce, business, and marketing systems. Some service providers may process data outside the EU/EEA. In such cases, Flattered ensures that appropriate safeguards are in place in accordance with GDPR.
8. Data Security
Flattered implements appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or misuse. However, no data transmission over the internet can be guaranteed to be completely secure.
9. Retention of Personal Data
Personal data is retained only for as long as necessary to fulfil the purposes for which it was collected or as required by applicable law.
10. Your Rights
You have the right to:
- Request access to your personal data
- Request correction of inaccurate data
- Request erasure of personal data
Object to processing based on legitimate interests
- Request restriction of processing
- Request data portability
- Withdraw consent at any time where processing is based on consent
You also have the right to lodge a complaint with the Swedish Authority for Privacy Protection (IMY) or another competent supervisory authority.
11. Cookies
Flattered uses cookies and similar technologies to improve user experience and analyse website usage. For detailed information, please refer to Flattered’s Cookie Policy available on the webshop.
12. Third-Party Websites
The webshop may contain links to third-party websites. Flattered is not responsible for the privacy practices or content of such websites.
13. Changes to This Privacy Policy
Flattered may update this Privacy Policy from time to time. The latest version will always be available on the webshop.
Last updated: February 3rd, 2026
Flattered AB
Erik Dahlbergsallén 15
115 20 Stockholm
Sweden
Organisation number: 556936-9027