Frequently Asked Questions
Here you’ll find the answers to the most common questions our customers have asked!
CURRENCY
WHAT CURRENCY ARE THE PRICES ON THE SITE?
All prices are in USD.
SHIPPING
HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?
All items take between 1 and 3 business days to make, as we make everything to order; therefore, we typically ship all orders within 2-4 business days. If you select Express shipping at checkout, we aim to ship your item within 2 business days.
WHICH CARRIER DO YOU USE?
We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
HOW LONG DOES IT TAKE TO ARRIVE?
All items take between 1 and 3 business days to make, as we make everything to order. Then, all orders ship with love from the USA. Due to Covid-19, some international packages may be delayed due to routing or customs delays. Below are the current estimates once shipped:
- USA - Within 2-8 business days
- Canada - Within 5-10 business days
- Europe - Within 2-8 business days
- Australia/NZ - Within 5-10 business days
- Rest of the World - Within 5-20 business days
Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.
I DIDN'T RECEIVE MY ORDER.
Please email us: support@flipflopmoments.com, quoting your order number from the confirmation email message. We'll help track down your order.
CAN I PAY EXTRA TO GET MY ITEM QUICKER?
For USA domestic orders, you have the option of Express order processing at checkout. This will prioritize your order for shipping within 2 business days where possible. We hope to offer Priority carrier options for USA and International orders in the near future.
WHAT ABOUT CUSTOMS FEES/TAXES?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.
Changes to EU customs regulations means you may be charged sales tax (VAT) upon delivery of your order. Refer to your country tax authority for guidance on what fees are due on items shipped from the USA.
It's unusual for orders of 1-2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.
SHIPPING INSURANCE (PACKAGE PROTECTION)
Shipping insurance is offered at checkout. It's provided by Flip Flop Moments LLC and covers you in case the item is lost, stolen, or damaged in transit. To make a claim, contact our support team – support@flipflopmoments.com.
Please note - shipping insurance is non-refundable once your order has shipped.
PRODUCT PROTECTION
Some of our products will offer Product Protection. Purchasing the plan is optional and will allow you to claim if your item becomes damaged or defective within 2 years of purchase.
Terms and Conditions
2-year Product Protection starts from date of purchase
Protection Plan Covers
- Damaged Pendant
- Damaged Chain
- Stone Repair: Replacement or Fixes
- Tarnished Jewelry
- Not including lost or stolen items
Additional terms
- 2 Year Product Protection Plan includes one replacement / repair per covered product.
- If your jewelry has any defects that is covered during the term, please send a clear image of the defective product to our Customer Support Team and we will gladly repair or replace the item (our discretion).
- The damaged item needs to be returned at the customer's / owner's expense before a replacement item is shipped to customer / owner.
- If purchased item is discontinued, we will replace the item with a similar item of equal or higher value.
- Please note, lost or stolen items are not covered by the plan.
- Claims can be sent to support@flipflopmoments.com.
Please note - product protection is not refundable once the order has shipped.
CANCELLATION & EXCHANGES
CAN I CANCEL OR CHANGE MY ORDER?
We try to start production on all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team to check if changes or cancellation are possible and give the reason you wish to cancel.
MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?
We offer 100% Guaranteed Satisfaction. Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
CAN I RETURN MY PURCHASE?
Please refer to our Refund Policy.
MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING.
This is a very rare occurrence. We make every effort to accurately represent all designs and products. It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.
Customer support for Flip Flop Moments LLC can be reached at support@flipflopmoments.com