At Flatverra Sales, we take pride in offering premium tableware, bar essentials, and glassware collections to our discerning clientele. We want you to be completely satisfied with your purchase. If for any reason you’re not, we offer a straightforward returns and exchanges process.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Items must include all original tags and labels
  • A copy of the original receipt or proof of purchase is required

Note: For hygiene reasons, we cannot accept returns on certain glassware and drinkware items that show signs of use. This includes items from our Cocktail & Bar and Glassware & Drinkware collections that have been opened from their original packaging or show any signs of use.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the subject line “Return/Exchange Request” and include your order number.
  2. Provide Details: Include the following information in your email:
    • Your full name
    • Order number
    • Item(s) you wish to return/exchange
    • Reason for return/exchange
    • Whether you prefer a refund or exchange
  3. Receive Instructions: Our team will respond within 2 business days with return authorization and shipping instructions.
  4. Ship Your Return: Package the item(s) securely in their original packaging and ship to the address provided. We recommend using a trackable shipping service.

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:

Dear Flatverra Customer Service,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Below are the details:

  • Item(s) for return/exchange: [Product Name(s)]
  • Reason: [Please specify]
  • Preference: [Refund to original payment method / Exchange for [Product Name]]

Please let me know the next steps to complete this process.

Thank you,

[Your Full Name]
[Your Email Address]
[Your Phone Number (optional)]

Refund Process

Once your return is received and inspected (typically within 5 business days of arrival at our facility), we will process your refund or exchange:

  • Refunds: Will be issued to the original payment method within 5-7 business days after approval. Please note it may take additional time for your bank or credit card company to process and post the refund.
  • Exchanges: We will ship your replacement item once the return is received. Shipping times follow our standard delivery estimates.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we will cover the shipping costs of the replacement item.

Damaged or Defective Items

If you receive a damaged or defective item from our premium collections, please contact us immediately at [email protected] with photos of the damage. We will arrange for a replacement at no additional cost to you.

Non-Returnable Items

For hygiene and quality control reasons, the following items cannot be returned unless defective:

  • Glassware & Drinkware that has been removed from its original packaging
  • Opened glass jars & bottles from our Glass Jars & Bottles collection
  • Personalized or custom-ordered items

Contact Us

For any questions about our Returns & Exchanges policy, please contact our customer service team:

Email: [email protected]
Flatverra Sales
4471 Foley Street
Miami, US 33179

We appreciate your trust in Flatverra Sales for your premium tableware and bar essentials needs. Our team is committed to ensuring your complete satisfaction with every purchase.