OUR SUPPORT TEAM IS HERE TO HELP YOU!

Please skim through our FAQ section first before asking a question via e-mail. Most of your questions have already been answered there

If you have any questions for/about us after reading the FAQ, you just leave feedbacks. You can do so by sending an E-mail to [email protected]

If you have any questions about your order, please add your order number and give us a description as many details as possible.

We will answer your questions as quick as we can!

FAQS

ORDER CHANGING QUESTIONS:

I SEE I ORDERED THE WRONG SIZE, CAN I STILL CHANGE THIS?

Yes you can, but you have to be swift. Once your order is being shipped, unfortunately we cannot change the order anymore. So if you need a change of size, contact our support team ASAP via [email protected]. Do not forget to mention your order number when contacting our support team.

I SEE I FILLED THE WRONG ADDRESS, CAN I STILL CHANGE THIS?

As long as your item is not shipped yet, we can still change this. Please mail us the correct address and your order number to [email protected] and we will take care of it. 

Once the order is shipped out (you will receive tracking info when shipped), it is out of our hands. If the case happens to you, you need to contact the carrier who is delivering your items. 

I CHANGED MY MIND, CAN I STILL CANCEL MY ORDER?

As long as your items have not been ”shipped” yet, you still cancel your order. When your item is “shipped” , you cannot cancel anymore since they have already be given to the shipper. To cancel your order mail us at [email protected] Use “Cancel order #ORDERNUMBER” and we will take care of it.

RETURNS AND EXCHANGES

IF YOU NEED TO RETURN OR EXCHANGE  YOUR ORDER, PLEASE READ THE FOLLOWING INSTRUCTIONS CAREFULLY. IF YOUR REASON FOR RETURN SATISFIES THE BELOW CRITERIA, YOU CAN EMAIL OUR TEAM HERE: [email protected]

Note: we cannot take exchanges for personalized items as we are out of stock .

Reasons why you want to return or exchange your order

  • A change in size
    It happens that you make a mistake. We are all human, right? Please insert a note that states which size you would like and we will send you the correct one.
  • Please Note: 

– The item(s) must be unworn and unwashed. 

– The item(s) should be in the original state 

– The item(s) are returned within 30 days after you received them.

  • You received the wrong item
    Although we double check everything, it can happen that we send you the wrong item. Do not worry, you mail us stating your order number and which item you actually ordered. Please attach us a photo of what you recieved. We will contact you via email within a day and send you the correct item ASAP.
  • Please Note: 

– The item(s) must be unworn and unwashed. 

– The item(s) should be in the original state 

– The item(s) are returned within 30 days after you received them.

  • You received a damaged item
    Although quality is one of our top priorities, it can happen that a damaged item is sent out by mistake. In this case you do not need to return the item. The only thing we need you to do is sending us a support email ([email protected]) stating your order number and please include a photo of the damaged good. If we can see on the photo that your item is damaged, we will send you a new item 100% free of charge ASAP.
  • Please Note: 

– The item(s) must be unworn and unwashed. 

– The item(s) should be in the original state 

– The item(s) are returned within 30 days after you received them.

NOTE: You will be charge shipping fee if it’s your fault of changing size after we already have shipped your items.

WE DO NOT ACCEPT RETURNS OR EXCHANGES IF

  • You want a refund/return because you “changed your mind”. We made on you demand, so we cannot accept return/refund on that case.
  • The item(s) have been worn or washed
  • The item(s) have been altered in any way
  • The item(s) are in defective form from the original condition, unless the condition is at our fault
  • The item(s) do not have the original tags on them
  • The item(s) were a Final Sale item

GENERAL QUESTIONS:

WHERE ARE YOUR ITEMS MADE?

It depends on your country of residence. We have 14 factories in North America, Europe and Asia. Where it’s made, depends on what factory is closest to you and which has the capacity to take orders (especially around december , our factories are full of orders).Due to this, your item will be at your doorstep in the fastest way  🙂

WHY IS EVERYTHING PRICED IN DOLLARS? I AM NOT FROM THE USA.

Allthough we ship worldwide, We are from USA. This does not mean that you can just order when you are American. The credit card companies / paypal will help you use your own currency on payment.

I FIND THAT THE PRICE IS PRETTY HIGH, WHY?

We pride ourselves on quality. We also love the fact that you will have a Limited Edition Item. Our items can only be bought on our store and nowhere else! Besides that, we work with the best designers in the bizz. We also work with the best sewers in the bizz. 

Other than that, all our items are hand made in North America, Europe or Asia depending on capacity. We print, cut and sew your order by hand. Our items are made on demand. This means when your order comes, our creation process starts.

Unfortunately, great quality comes with a high price. Therefore, we have to price our items worthy to maintain great quality.

Other than that, we work with top materials. This is what it makes our price a little higher, but it worths even more.

CAN I USE MULTIPLE DISCOUNT CODES ON ONE ORDER?

You can only use one discount code per order. Multiple codes are not supported on our website.

SHIPPING AND HANDLING QUESTIONS:

HOW CAN YOU SHIP TO ME, I AM NOT FROM THE USA ?

Do not worry, we ship worldwide! 

HOW LONG WILL IT TAKE FOR MY ITEM TO BE DELIVERED?

This is divided into 2 parts:

PRODUCTION (TIMES):

Keep on mind that we order on demand. Therefore, we take about 1-2 business days to create our products. Then you should add shipping times on top of that

More than a half of our orders are shipped within 25 business days or less due to the amount of orders around the world at that time. Basically we do everything to get you your order in time.

Keep in mind that all our items are created manually. Therefore, it can be that the end product you’ll receive can slightly differ from our product photos. Please allow slight differences lining up at the seam since It’s not possible to perfectly align patterns or images from front to back.

 

SHIPPING TIMES:

How long shipping takes really depends on where you are from. To make it easy for you we created this simple table to help you estimate:

 

To

Shipping time

USA

1-10 business days

Canada, Australia, UK

2-12 business days

Europe

3-12 business days

Worldwide

3-14 business days

I DIDN'T RECEIVE ALL MY ITEMS, HOW COME?

To ensure the best quality possible, we work with different factories for our items. Therefore, if you order a hoodie and a pair of shoes, you will receive 2 packages.

WHAT DO YOU CHARGE FOR SHIPPING?

To ensure the best quality, we have work with many factories for our items. Therefore, if you order a hoodie and a pair of shoes, you will receive 2 packages. We think that quality is the priority, so in that case we only charge shipping fee on one order. Besides, when you order items above $50 on fotoflaco.net, shipping is FREE!

  • US: 4.99$ per item
  • Rest Of World: 9.50$ per item
I CANNOT TRACK MY ORDER VIA YOUR TRACKING PAGE, HOW COME?

You will be send an e-mail once your item is confirmed and sent out for delivery. This e-mail informs that your item is coming plus a tracking code for it.

CUSTOMS CHARGED ME EXTRA FOR MY DELIVERY, NOW WHAT?

We are very sorry to hear about the custom fee, but it is beyond our control. This is not a fee collected by our company. Unfortunately, some governments randomly pick packages to check and decide to charge extra import fee. 

Sorry for any inconvenience, but there is nothing we can do about this.