Order Information & Status
How can I check my order status?
You can check your order status using our Order Status tool. Enter your order number and the email address used at checkout.
I haven't received an order confirmation email
First, check your spam or junk folder, as your order confirmation may have been filtered there
If you still can't find it, check that you're looking at the email address used when placing your order.
Still need help? Contact Customer Care team and we'll help you locate your order.
Where can I find my order number?
Your order number is a 20-digit number that starts with 319. It can be found in:
- Your order confirmation email.
- Other order-related emails from us.
- The "My Orders" section in your account.
I've been charged but can't find my order. What should I do?
First, check your inbox, spam, and junk folders for your order confirmation email.
You can also check "My Orders" if you were logged in when you placed your order.
If you still cannot find your order contact Customer Care and we'll help locate your order.
Where can I find my invoice?
Cancelling Your Order
Can I cancel my order?
- Go to "Order Status".
- Enter your order number and email address.
- Select your order and click on "Cancel order".
You can find your order number in your order confirmation email.
What if I can no longer cancel my order?
If your order is already being processed, it can no longer be cancelled.
Once you receive your order, you can return any eligible items. See our Returns article for more information.
What happens after I request a cancellation?
We'll email you to confirm whether your cancellation was successful.
If successful, any payment authorisation will be released, or any payment already taken will be refunded to your original payment method. Processing times depend on your payment provider.
Why was my order cancelled?
An order may be cancelled if:
- An item is no longer available when your order is being prepared.
- There was an issue with your payment.
If all or part of your order is cancelled, we'll let you know by email.
If you have already been charged, any refund due will be sent to your original payment method. Refunds typically appear within 3–10 working days, depending on your payment provider.
Changing Your Order
Can I change my order after placing it?
No. Once an order has been placed, you cannot change the items, size, colour, quantity or payment method.
If your order is still eligible for cancellation, you can cancel it and place a new order with the correct details. If cancellation is no longer possible, you can return any eligible items after delivery. See our Returns article for more information.
Can I change my delivery or billing address?
No. Once an order has been placed, the delivery or billing address cannot be changed. For future orders, you can update your saved addresses anytime in your FLX account.
Already shipped? Depending on the courier, you may be able to redirect your parcel using the tracking link in your shipping confirmation email. Available options may include delivery to a neighbour, safe place or parcel collection point.