If your BodyFlexx order arrives with a damaged, defective or incorrect item, we’re here to help. Please inspect your order when it arrives and contact us promptly so we can review the issue and arrange an appropriate resolution.

Contact us before purchasing return postage or sending anything back. We’ll explain the next steps after reviewing your report.

What should I report?

Please get in touch if:

• Your item arrived with torn fabric, a hole, an open seam or another visible defect.

• A hook, fastening or zipper appears damaged or does not function correctly.

• You received a different product, colour or size from the one listed on your order confirmation.

• Your item appears materially different from its description.

• An item is missing from your order.

If an item is missing, check your shipping emails first to see whether your order was sent in separate parcels. If you’re still unsure, contact BodyFlexx Support.

How do I report the problem?

Email info@shopbodyflexx.com with “Order issue — [your order number]” as the subject.

Include:

• Your order number.

• The name of the affected item.

• A description of the issue, including what you expected to receive.

• Clear photos, where possible, showing the damage or incorrect item.

You can also reach us through the options on our Contact Us page. Live chat is available 8 a.m.–6 p.m. Eastern Time, seven days a week.

Which photos are helpful?

Photos help us understand the problem and identify the item. Where possible, include:

• A photo of the whole garment.

• A close-up of the affected area, such as a seam, hook or zipper.

• A photo of the product tag or size label.

• Photos of the outer packaging and shipping label if the parcel arrived damaged.

For an incorrect item, show the product you received and its identifying label.

You do not need to wear the garment for these photos. If you cannot provide photos, contact us with a description so we can discuss how to proceed.

What should I do with the item and packaging?

While we review your report:

• Keep the item, its tags and the original packaging.

• Avoid washing, altering or attempting to repair the affected item.

• If you suspect a defect, stop wearing or using it until we’ve provided guidance.

• Keep any damaged outer packaging if it may help explain what happened.

Please wait for our instructions before returning the item. This helps us arrange the appropriate return process and address any shipping costs before you spend money on postage.

What happens after I contact BodyFlexx?

We’ll review the information you provide and may ask for further details if needed.

Once we understand the issue, we’ll explain the appropriate resolution and any next steps. Depending on the circumstances, this may involve a replacement, a refund or another agreed solution, subject to your applicable consumer rights.

If a return is needed, we’ll provide instructions before you send the item back.

Will I have to pay return shipping?

Our standard policy makes customers responsible for return postage, but please do not purchase postage for a damaged, defective or incorrect item before contacting us.

We’ll review the issue and confirm the shipping arrangement as part of the resolution. The standard customer-paid return process should not be used automatically for an item that arrived faulty or was sent in error.

See our Returns & Exchanges policy for the full terms.

What if I received the wrong size?

First, compare the garment’s size label with your order confirmation.

If the garment’s label differs from the size you ordered, email info@shopbodyflexx.com with your order number and, where possible, a photo of the label.

If you received the size you ordered but need a different fit, follow our size exchange instructions. You can also check our Size Guide or ask us for sizing help.

What if the parcel arrived damaged?

Take photos of the outer packaging and any damage to the item, where possible. Keep the packaging and contact us with your order number and a description of what happened.

If the packaging is damaged but the garment appears unaffected, let us know if you have any concerns. Packaging damage alone does not necessarily mean the product is defective.

Can I report a problem with a Final Sale or promotional item?

Yes. Final Sale and promotional-item exclusions do not limit your applicable rights concerning goods that are defective, damaged or not as described.

Contact us with the details so we can review the issue. A free promotional item has no refundable purchase value, but you can still report a defect or an incorrect item.

When would a refund be issued?

If the resolution includes a return and refund, we’ll notify you after receiving and inspecting the item and confirming approval.

Approved refunds are issued to your original payment method within five business days of approval. Your bank or payment provider may need additional time to post the funds.

Read Refund Timing and What to Expect for more information.

Need assistance?

BodyFlexx Support is happy to help. Contact Us with your order number and details of the issue.