Welcome to the flatandfold Help Centre. Below you will find detailed information regarding ordering, payment options, shipping procedures, and our return policies for customers across European destinations.
1. Orders and Payments
What payment methods are accepted on the website?
We accept major credit and debit cards, as well as supported digital wallet services for checkout. The accepted payment methods include:
-
Visa
-
Mastercard
-
American Express
-
Apple Pay
-
Google Pay
-
Digital Wallets
All transactions are processed in a standardized, encrypted operational framework.
Which regions do you deliver to?
Flat & Fold Haushaltswaren UG provides services and deliveries exclusively to residential customers located within European countries.
2. Shipping and Logistics
What are the standard order handling and delivery times?
-
Order Handling Time: Orders are processed within 1 to 2 business days following payment confirmation.
-
Transit Duration: Deliveries are estimated to arrive within 5 to 12 business days after handling is completed.
Which carriers perform the deliveries?
We partner with established European logistics providers, including DHL, FedEx, and UPS Priority services, to ensure structured distribution.
How do I track my order?
Automated notification emails containing tracking details are issued directly to the email address provided during checkout at key operational milestones, including:
-
Initial order dispatch
-
Arrival at regional transfer facilities
-
Local final delivery distribution
What should I do if my delivery is delayed beyond the standard timeframe?
If an order exceeds the standard estimated shipping window (12 business days), please contact our support team at support@flatandfold.com. Flat & Fold Haushaltswaren UG will open a formal enquiry with the respective carrier. Based on the investigation outcome, we will issue either a full refund or a replacement shipment.
3. Returns and Refunds
What is the statutory return policy for European customers?
In compliance with European consumer rights legislation, customers residing in European territories possess a 14-day statutory Right of Withdrawal. You have the right to cancel or return your purchase within 14 days from the date physical possession of the items is received, without providing a reason.
To initiate a withdrawal request, please send a written notification to support@flatandfold.com within the 14-day timeframe.
How are damaged or defective items handled?
If an item arrives in a damaged or defective condition, you are not required to return the damaged physical item.
To receive a prompt resolution:
-
Send an email to support@flatandfold.com explaining the issue.
-
Attach clear photographic evidence demonstrating the damaged or defective item along with your order details.
Upon review and confirmation of the photographic documentation, our support team will process either a full monetary refund or a replacement dispatch without requiring the return of the damaged unit.
4. Contact and Business Information
How can I contact customer support?
For further assistance, order inquiries, or corporate communications, please reach out via our official contact channels:
-
Operating Entity: Flat & Fold Haushaltswaren UG
-
Registered Address: Friedrichstraße 123, 10117 Berlin, Germany
-
Customer Support Email: support@flatandfold.com
-
Telephone: +49 30 12345678
-
Official Domain: www.flatandfold.com
Our support team responds to written requests within 24 hours on standard business days.