Frequently Asked Questions

General Bits & Pieces

  • Why Flip Flop Shop?

    Everything we do is focused on making it quick and easy for you to find and buy the flips flops you want online, so you can focus on enjoying the sunshine!

    We are the UKs largest dedicated retailer of Flip Flops stocking 1000's of styles and showcasing all the best brands.

    We offer instant advice from our lovely experts by phone or email:

    Call us: 0203 1376426 Email us: help@flipflopshop.co.uk

    We provide immediate dispatch of your order, Free UK delivery on orders over £20.

    PLUS Free 2 day tracked UK returns processed the day they’re received. Exchanges are simple and usually sent out the day returned items are received

    Our customers have a lot of love for us and you can read more about their experience shopping with us here.

    We are a small business based in Cornwall. This means that not only does your order receive the personalised touch, but also that you as a customer are not a number in a big corporate machine. You matter to us and we will always be happy to do all that we can for you.

    Read more about Why Flip Flop Shop.

  • Do you have an actual shop?

    Yes we do. Come and say "Hi!"

    click here for details.

  • How do I contact you?

    If you have any queries regarding your order, or just a general question then you can either call and speak to our customer service team on + 44 (0)203 1376426 or email us help@flipflopshop.co.uk. We aim to resolve your query as quickly as possible, during peak season (May - August) this may take a little longer, however, be assured that we will get back to you

  • Are your products authentic?

    All the products we sell are legitimate goods we obtain direct the from brands. We have a close relationship with all the brands we retail, most of whom we have worked with for many years. All products are shipped direct to us from our suppliers and sent straight out to our customers. We do not deal with counterfeit goods.

Warranty

  • I think my item has a fault, what do I do?

    We're sorry to hear that you have a problem with one of our products, in order for us to resolve the issue quickly please contact us before returning any items, the best way to do this would be to email us help@flipflopshop.co.uk, in your email please include the following information:

    Your Name

    Order Number (FF....)

    Short description of the fault

    Photos - showing the fault, and the tread on the soles of the item

    Once we have received this information we will conduct an initial review and will then contact you to inform you how we will proceed

     

    PLEASE DO NOT DISPOSE OF THE ITEM AS IT MAY BE REQUIRED FOR WARRANTY PURPOSES

Security & Privacy

  • Is your site secure?

    All of our website is encrypted and secured with RSA 2048. Look for the green padlock secure icon beside the web address on your browser.

    All our payment functionality for Flip Flop Shop is run through PayPal. We do not store credit or debit card details or customer contact details, apart from email addresses if you sign up to our e-newsletter database or enter a competition.

    You can find out more about our privacy policy here.

  • Do I need to create a Flip Flop Shop account?

    You do not need to create an account to order from our website. We currently do not offer the facility to create an account on our site.

Pricing & Payment

  • My payment has been declined, what can I do?

    Firstly, please double check that all the card details are entered correctly, and that the billing address matches the address as held by your card issuer. If this is all correct but the problem still persists then you will need to contact the card provider.

    You are welcome to try a different payment card, or alternatively if you have a Paypal account you can make your purchase with this.

  • What payment methods do you accept?

    We accept payment by credit/debit card (Visa, Maestro and Mastercard) or via Paypal.

    All payments made to the Flip Flop Shop, including Paypal, will be subject to security checks from the card provider, Paypal and the Flip Flop Shop. This is done through a validation process with the issuing card company using comparative information supplied from the customer and the issuing card company, or Paypal depending on your method of payment.

    We may also contact you by email to request that you call us to confirm some order information. This will be done prior to your order processing and may cause a delay in the dispatch of goods.

  • Do you offer promotions and discounts?

    We offer periodic promotions thought out the year, you can join our newsletter database to find out more about these offers.

    Find out more about discounts here.

  • Do you price match?

    We make every effort we can to be as competitive as possible in the market place. On top of our competitive pricing structure we also offer free delivery, free returns and very reasonable 2 day and 1 day delivery options. Some other flip flop retailers may show cheaper prices but may not offer the same delivery and returns service we do, so it is swings and roundabouts! We may not always be the cheapest, but our level of quality and personalised service should give you the reassurance that shopping with Flip Flop Shop is the right choice.

Delivery

  • How much does delivery cost?

    UK & Northern Ireland Deliveries

    Delivery is simple, we offer 3 delivery options to choose from, prices vary depending on your order value.

    For Orders Under £20

    Economy - Cost £2.95, deliveries arrive within 4-6 working days
    Standard 2-3 working days tracked delivery - Cost £3.95, deliveries arrive within 2-3 working days.
    Express 1-2 working days tracked delivery - Cost £5.95, deliveries arrive within 1-2 working days.

    For Orders Over £20

    Freepost - FREE, deliveries arrive within 4-6 working days.
    Standard 2-3 working days tracked delivery - Cost £1.95, deliveries arrive within 2-3 working days.
    Express 1-2 working days tracked delivery - Cost £3.95, deliveries arrive within 1-2 working days.

    European Deliveries Including Republic of Ireland

    Delivery is simple, all orders cost a flat rate of £4.95. All European shipments are sent using Airmail.

    International Deliveries

    Delivery is simple, all orders cost a flat rate of £7.95. All International shipments are sent using Airmail.

  • How long will it take for my order to arrive?

    UK & Northern Ireland Deliveries

    Economy & Freepost - Deliveries arrive within 4-6 working days, after dispatch.
    Standard 2-3 working days tracked delivery - Deliveries arrive within 2-3 working days, after dispatch.
    Express 1-2 working days tracked delivery - Deliveries arrive within 1-2 working days after dispatch.

    European Deliveries Including Republic of Ireland

    Your order should arrive within 3 - 7 working days, after dispatch. Normally packages arrive in Western Europe within 3 - 4 days. But please allow a few extra days in case of any Airmail delays.

     

    International Deliveries

    Your order should arrive within 3 - 7 working days, after dispatch. But please allow a few extra days in case of any Airmail delays.

  • When will my order be dispatched?

    We aim to dispatch all orders received before 3pm UK Time on the same day. Orders received after 3pm will be dispatched the next working day.

    We only dispatch orders on working days, orders placed on the weekend or UK bank holidays are dispatched on the next working day.

    If order volumes are very high - orders using a tracked delivery services will be dispatched first and orders using free postage will be dispatched next.

  • How do I track my order?

    If you have selected one of the tracked delivery options, you will receive a tracking number in your dispatch email.

    In order to track the progress of your parcel just click on the Track your delivery link within this email, you will be taken to the Royal Mail Track and Trace website which will provide updates as your parcel progresses through the system.

    If for any reason the link does not work, click here https://www.royalmail.com/track-your-item#/ and enter your tracking number.

    Should you experience any issues in using this service then please contact us

  • My order hasn't arrived, what shall I do?

    DELIVERY NOTIFICATION RECEIVED

    If you have received a delivery notification from Royal Mail but you do not have the parcel, please check that you have not been left a calling card requesting that you either collect your parcel from your local delivery office, or informing you that your parcel has been left with one of your neighbours, or in a 'safeplace'.

    If no card has been received, please check with your neighbours and also check in any 'safeplaces' that you may have e.g shed, porch etc.

    Should your parcel still not be located please call us on 0203 1376426, we will then request that Royal Mail investigate the delivery of your parcel, it can take 48 - 72 hours to receive a response for the initial investigation and we would appreciate your patience and understanding during this time, once a response has been received we will contact you to inform you of the outcome.

    PLEASE NOTE THAT DURING THIS TIME WE ARE UNABLE TO ISSUE A REPLACEMENT/REFUND

    NO NOTIFICATION, ITEM STILL NOT ARRIVED

    If your order has still not been received after 7 working days please contact us on 0203 1376426, we will then ask Royal Mail to investigate the whereabouts of your parcel, it can take 48 - 72 hours to receive a response for the initial investigation and we would appreciate your patience and understanding during this time, once a response has been received we will contact you to inform you of the outcome.

    PLEASE NOTE THAT DURING THIS TIME WE ARE UNABLE TO ISSUE A REPLACEMENT/REFUND

    If your order is showing as delivered we may request GPS data from Royal Mail which will determine the exact location of delivery, if you still dispute delivery, a denial of receipt claim will be submitted and you will be required to sign a legal document stating that you did not receive the goods.

  • Do you deliver to BFPO or PO Box addresses?

    Unfortunately at this time we are unable to offer delivery to BFPO or PO Box addresses

  • I missed my delivery and my order has been returned to you, what happens now?

    If you have missed your item delivery, Royal Mail will hold your item for a maximum of 18 calendar days, if you do not collect your parcel within this time it will be returned to us.

    Once we receive this back we will contact you using the email provided on your order to inform you. If you require the item re-dispatched then a £2.95 fee will be payable, payment for which can be made by credit/debit card over the telephone +44 (0) 203 1376426 or alternatively via Paypal invoice sent to your Paypal account.

    This fee is charged to cover costs we incur in having the item sent back to us.

    If we receive no response to our email within 21 days then the order will be cancelled and refunded minus a £7.50 admin fee.

  • Where do you deliver to?

    We deliver Worldwide. Please see our delivery pages for more details.

Which Size Should I Order

  • Crocs sizing explained

    Confused by Crocs sizing? Unsure which size to order?

    All Crocs products are listed on our website in the converted UK size, please bear in mind that the sizes shown on the soles of Crocs are the US size

    To ensure you are ordering the correct UK size please watch the following Crocs sizing video.

    Kid's

    Kids is simple because the US size and UK size are the same, so if you have an old pair then order the same size as on these.

    Women's

    For Women's deduct 2 from the size printed on the sole, so if you have an 8 on the bottom of your old Crocs, you will need to order a UK 6.

    Men's

    For men deduct 1 from the size printed on the sole, so if your old Crocs have a 10 on the bottom you should order a UK 9

    Unisex

    Some Crocs are available in unisex sizing e.g Crocband, Classic. These Crocs have a size for men (M) and a size for women (W) printed on the bottom. To find your UK size, apply the same rules as above, so if your Crocs say M8 on the bottom you will need to order a UK M7, and, if your Crocs have W8 on the bottom you should order a UK W6.

    If you are still confused about which size to order then feel free to call us on +44 (0) 203 1376426 and one of our team will be happy to assist you.

  • Which size Havaianas should I order?

    If you haven't had Havaianas before or want to replace a pair and are unsure on sizing, we have created some clever size guides to assist you when ordering. Havaianas don’t have UK sizes printed on their flip flops, so sometimes there is a bit of confusion as to what size is right for you. Here at Flip Flop Shop we have converted the sizes for Havaianas so you can easily shop in UK sizes from our website.

    Havaianas offer a number of different styles which will suit you dependent on the look you are going for.

    Below we chat about the different options in our Havaianas range and show you the size guides for each, so you’re really clear what you’re ordering. These size guides can also be found on the Havaianas style product pages under the size selection.

    Click here to find out more about Havaianas sizing

    If you’re unsure you can get instant advice from our lovely experts by phone or email: Call us: 0203 1376426 or Email us: help@flipflopshop.co.uk

  • Do you have a size guide

    You will find a size guide on product pages under the sizing drop down.

    If you have any problems understanding what size to order please give us a call on + 44 (0)203 1376426.

Placing An Order

  • The product I require is showing as out of stock

    Our website shows the up-to-date stock availability for each product, however if there is a certain product style/size/colour that you require we may well have more stock on the way

    Feel free to call us on + 44 (0) 203 1376426 or email help@flipflopshop.co.uk and we will be able to give you further info on stock availability

  • Can I order over the phone?

    Yes of course you can, we understand that not everyone is comfortable placing orders on the internet so just call our customer service team on +44 (0) 203 1376426, available Mon - Fri 9am - 5pm, and we will happily place your order over the telephone, as well as answer any product or sizing queries that you may have.

    Please just ensure you have all your address, email and card details to hand so that we can process your order as quickly and efficiently as possible

    PLEASE NOTE: WE DO NOT STORE ANY OF YOUR CARD DETAILS

  • An item is in my basket, is it reserved?

    Unfortunately not, until you have completed your order at checkout and paid for your items there is still the chance that another customer could purchase them in the meantime, we would therefore recommend that you complete your purchase as soon as you have added all required items to your basket to avoid any disappointment.

  • I haven't received an order confirmation email, has my order been placed?

    A confirmation email is automatically sent upon receipt of your order. If you have not received this, firstly, please ensure that you have provided the correct email address when placing the order, if this is correct we would then advise to check your email spam folder just in case it has been filtered in to there.

    Still nothing? Please call us on +44 (0) 203 1376426 or email help@flipflopshop.co.uk and one of our team will be happy to assist you.

  • How do I place an order?

    You can place an order through our website. Simply select the product and size you require, add to basket and checkout using a credit card or through PayPal.

    You can also order over the phone, please call us on +44 (0) 203 1376426, we're available Mon - Fri 9am - 5pm.

  • I am having problems accessing or buying from your website.

    Check your internet connection, or try refreshing the page (hold down the 'ctrl' key and press 'F5'). If you are still having problems contact us on + 44 (0)203 1376426.

Change My Order

  • Can I cancel or amend my order?

    Yes, you can cancel or amend your order up until 3pm on the day of dispatch, after this time your order will be ready for shipping and therefore we shall be unable to make any changes.

    The quickest way to cancel or amend your order would be to call us on +44 (0) 203 1376426 Mon - Fri 9am - 5pm, if you are calling to add another item to your order, changing to a more expensive product, or upgrading your postage option then please have your card payment details to hand as we do not store any previous payment details.

    If you are changing the product on your order and the item is cheaper, once the item has been changed (subject to stock availability) we will process a refund of the price difference back to your original payment method.

    Cancellations will be actioned and a full refund issued as soon as possible upon receiving a cancellation request, please allow a couple of days for the refund to show in your account.

    For cancellations or amendments requested by email, you will receive an email reply from us confirming when any changes have been processed

Returns

  • Do you offer extended returns for Christmas?

    Yes - Returns for Christmas orders (received after 1st November) are extended up-to 31st January.

  • How do I return some or all of my order?

    Returning or exchanging an item is no problem and for orders from the UK we provide a free post returns label. We can accept returns for refund or exchange up to a maximum of 30 days from the date of purchase. All we ask is that you return the item(s) unworn, in the original packaging with the tags still on.

    PLEASE NOTE: Unfortunately we are unable to post returns labels out, if you are unable to print a return label you can still return items to us at the following address, however you will need to pay the return postage cost:

    The Flip Flop Shop

    Unit 5

    Kernick Business Park

    Annear Road

    Penryn

    Cornwall

    TR10 9EW

     

    UK ORDERS

    Your order will arrive with a sales receipt on the reverse of which you will find instructions on how to return an order either for exchange or refund.

    All that is required is to drop the parcel into your local Post Office. Please ensure your return is well packaged and the return questionnaire form has been completed so that we can process your return promptly.

    Upon receipt of your return we will send you an email confirming we have received your returned order.

    If you have queries about returns and exchanges or have lost the returns slip please send us an email help@flipflopshop.co.uk

    Exchanges

    If you would like to exchange your item for another in the range then simply send us the item(s) using the free postage label and place a new order, via the website, for your replacement item in the normal way.

    Refunds

    Your credit card will be refunded within a couple of days of receipt of your returned item and you will receive confirmation of the refund via email.

    INTERNATIONAL ORDERS

    Returns

    Your order will have been delivered with a sales receipt. On the reverse of the receipt are instructions on how to return an item for exchange or refund.

    Please ensure your return is well packaged and the return questionnaire form has been completed so that we can process your return promptly.

    We regret that we are unable to offer a free returns service for international orders.

    We recommend using a 'signed for' service which includes adequate insurance to return your item(s).

    Upon receipt of your return we will send you an email confirming we have received your returned order.

    Exchanges

    If you would like to exchange your item for another from the range then simply send us back the item and place an order, via the website, for a new item in the normal way.

    Refunds

    We'll refund your credit card within a couple of days of receipt of your returned item. Refunds for returned items will cover the item(s) purchased but regretfully we are unable to cover any postage costs.

     

    PLEASE NOTE

    Unless you feel there is a manufacturing fault we can only accept returns if the item is unworn, in its original packaging and with all the tags still attached.

    We are only able to process returns and refunds for items bought through this website.

     

    Returning an Exchanged Order

    Free exchange and return for refund are only available once on your order. This is a service we provide to make it easier for you try multiple items and return the ones you do not want.

    If you need to return your exchanged items please post it back to the address above and include a letter with your order number and an instruction of what you would like us to do.

  • My order arrived damaged/I received an incorrect item

    Apologies that you have experienced an issue with your order, we take all steps possible to ensure that you receive the correct item/s and in excellent condition, unfortunately on rare occasions one may slip through the net.

    We would advise you to contact us as soon as possible upon noticing the issue, call us on + 44 (0) 203 1376426 or email help@flipflopshop.co.uk, if you are emailing us please include photos of the said issue, along with the order number that the item relates to.

     

    Please do not return any items until you have either spoken to us or received email communication back.

  • I've received a refund confirmation email, but the funds are not showing in my account?

    Check with your bank or PayPal, it can take 2 -3 days for funds to show. If you are still not seeing anything on your records please give us a call on + 44 (0)203 1376426

  • I have lost/disposed of my packing slip, can I still return an item?

    Yes. As long as the goods are in an unworn, re-saleable condition, in original packaging, and you are within the 30 day return period you can still return them to us. So that your return can be dealt with quickly and efficiently by our warehouse team we ask that you include a short note with your return stating the following information:

    Your Name and Order Number

    Reason for Return

    Refund or Exchange Required

    Contact Telephone Number

    If an exchange is required please be sure to include which Product/Size/Colour you would like. We will only call you if the item you require is out of stock, or if further payment is required due to a product price difference