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Flair Espresso Shipping Policy

Flair Espresso’s policy is to ship either the following or the second working day after an order is received. Please note, any stated shipping time will be in addition to the processing time it takes our small team to pick and pack your order. When there is an unusually large influx of orders, such as immediately following a new product announcement or during big sales events, the shipping may take a few extra days as we catch up. Some international shipments may take longer to pick and pack, and some items for international buyers may be shipped from locations outside the United States.

Delays due to carriers, customs and import issues and strikes can occur and are unfortunately out of our control. We will assist when possible in resolving these issues but we cannot be held responsible for third party delays. For international orders, please bear this in mind when choosing a less expensive carrier, since resolving any issue can be a long process.

All orders are insured to the full value. Once a trace has been completed, and the shipper has deemed a package lost in transit, we will either dispatch another item or issue a full refund. Refunds or replacements after an order has been confirmed as delivered will be dealt with on a case by case basis, and cannot be guaranteed. Refunds or replacements due to errors in shipping address cannot be covered. For the best shipping coverage please refer to the information on shipping protection via Route, below.

Shipping Insurance Through Route

Flair Espresso has partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Route is also a mobile app that allows you to visually track all of your online orders in one place. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

Route will automatically be applied to your order at checkout, but can be turned off if the customer does not want this shipping protection. If you experienced an issue with your order, please file a claim with Route’s team here.

Route FAQs

What is Route?

Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route Protect and looking to file a shipping issue online? File here

Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work? If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

Need to file a claim? File here

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

When Should I File a Claim?

Marked As Delivered (Stolen)

•Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered

•Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur

Stuck In Transit (Lost)

•For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

•For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

•Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?

Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout.

If your order has not arrived, please file a claim with Route here .

What if My Order Arrives Damaged?

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.

You can file a claim with Route here .

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at service@flairespresso.com and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.

You can also file a shipping issue on Route’s app or via the web here . To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet? Download here >

What are Route’s Terms and Conditions?

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

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Our refund policy is 30 Days for all products with the exception of “refurbished units.” Returns on “refurbished units” will only be accepted within 7 Days of shipment. Unfortunately we can’t offer you a refund or exchange after this period. This return policy can be extended during the holiday season, from November 1st through December 25th. Any product purchased during this period, and given as a gift, can be returned up until January 25th of the following year. All products purchased from our webstore must be returned to the Flair Espresso warehouse in California to be eligible for a refund. This policy stands for all customers, even international buyers that purchased and received their Flairs outside of the U.S.

Before you return the purchased merchandise, you need to obtain a Return Material Authorization (RMA) number and return label, if applicable. Once this is issued, you have two weeks to dispatch your return back to us. Please contact us at service@flairespresso.com to obtain a RMA number or should you need further information. To be eligible for a return, your item must be clean and undamaged and reflect the condition in which it was received. It must also be in the original packaging. Please repack the merchandise and ensure it is well protected in a shipping box (or original box) making sure you include all items received.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, less the cost of any provided prepaid return label ($16 for standard Flairs, Royals, and Power Towers/$22 for Flair 58s), and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Customers returning the product not in the original condition or missing items may be subject to a re-stocking fee, details below.

Restocking Fee Details

Returned items received will be reviewed for damages and any potential restocking fees. Fees will be assessed as follows:

•Tier 1 – If the item is received in its original condition, in the original packaging, not restocking fee will be charged

•Tier 2 – If the item cannot be restocked without replacing of damaged parts or cleaning of coffee residue, a restocking fee of 10-20% will be assessed, based on the damaged parts and extent of the cleaning.

•Tier 3 – Items so damaged they cannot be restocked will earn at least a 50% restocking fee.

The above will take into account customers that are returning for reasons of pre-existing damage.

Exchanges (if applicable)

We only replace items if they are defective or damaged. Every item we sell is carefully inspected before it is shipped. If the merchandise and/or package arrives defective or damaged upon receipt please contact us within 3 days of when your package is received. If you need to exchange it for the same item, send us an email at service@flairespresso.com.

Return Shipping

If within the US, you will be provided with a prepaid return label in order to mail your product back to us: The cost of this label ($14 for standard Flairs/$20 for Flair 58s) will be deducted from your refund amount once the product is received back and processed by our team. Once this is issued, you have two weeks to dispatch your return back to us.

If outside of the US, you will be responsible for paying for your own shipping costs for returning your item, including any importation or customs fees. Our address is 28 Hammond Street, Suite B, Irvine, CA 92618.

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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