Our product
What are the main materials of our clothes?
Guided by our commitment to environmental sustainability and renewability, we use predominantly natural materials in our products. This not only minimizes dnvironmental impact but also ensures maximum comfort for
our customers.
Why are Hand-Brushed Cashmere pieces limited in stock?
Our Hand-Brushed Cashmere is crafted in small batches due to its highly intricate brushing process, which requires expert artisans and significant time to achieve its signature cloud-soft texture.
Because of this meticulous craftsmanship and limited production capacity, each batch is released in very limited quantities.
If a shade or size sells out, restocks are not guaranteed.
For more details, please refer to our Return & Exchange Policy.
What sizes do our clothes come in?
We typically offer sizes ranging from XS to XL. For specific sizing details of each clothing item, please refer to the "Find your size" section located at the top right corner of the product page.
How can you find the Size Guide on a product page?
The Size Guide can be found on the product page next to the product details. To access it, simply click on the “Size Guide” button located to the right of the size attributes. This will open a guide that includes both body measurements and product measurements to help you find your perfect size.
If you're browsing from the Shopify Shop app, Instagram Shop, or Facebook Shop, you can click the “Visit Fibflx” or “View on Website” link on the product page to see additional details, including the size guide, fit advice, and more.
If you have any questions or need further assistance, feel free to reach out to our customer support team at hello@fibflx.com.
Are our clothes true to size?
In our "Size Guide" section, you can find the corresponding body measurements and specific product measurements to help you choose the right size.
You can also refer to the "Fit & Model" section on the product detail page for fit recommendations. If you have any questions about sizing, feel free to contact our customer support team at hello@fibflx.com.
How can you care for our clothes to ensure longevity?
We use natural materials in the hope that our customers will wear our clothes for years, reducing waste. Please follow the "Care Instructions" on our product pages when washing the garments to prolong their lifespan.
How often do we release new clothing collections?
We update our product offerings every one to two weeks.
Keep an eye on our updates for the latest fashion styles.
Shipping
What are your delivery times?
In stock items will ship out within 48 hours.
Estimated shipping time:
Mainland US & Canada: 3 - 5 business days
Europe: 7 - 10 business days
Australia: 4 - 10 business days
All other countries: 1 - 2 weeks
How much will shipping cost?
We offer free shipping to mainland US, Canada, Australia, and UK for orders over $150 USD.
For orders under $150 USD, a flat rate of $15 USD is charged.
For all other countries, the shipping fee is a flat rate of $15 USD.
Can you provide worldwide shipping?
Yes! We ship worldwide.
My Order
How do I track my order?
Once your product as shipped out, we'll send you an email with the tracking number.
How can I edit or cancel my order?
Send us an e-mail at: hello@fibflx.com. Please include your name and order number.
Returns & Exchanges
How do I return my product?
Returns may be initiated through our online portal: Request a return.
- Log in to your account
- Click the order that you want to submit the return for
Once approved, instructions and shipping details will be provided according to your location.
Please allow up to 2 weeks for your refund to process. Return restrictions may be placed on accounts that have exceeded our returns threshold.
Can I exchange my product?
We welcome exchanges within your eligible return window. To ensure availability and faster delivery, the quickest method is to:
- Submit a return for the original item
- Place a new order for the desired size/color/style
Our Concierge Team is happy to provide one-to-one sizing guidance. For any questions, please feel free to reach out to us at hello@fibflx.com.
What if I receive a defected or wrong product?
Send us an e-mail at: hello@fibflx.com. We'll assist you with an exchange or return.
Do you offer an extended return window for the holiday season?
Yes. For purchases made between November 1 and December 31, we offer an extended holiday return window. Eligible items may be returned until January 15.
Please note that all returns must meet our standard eligibility criteria (unworn, unwashed, undamaged, and with original tags attached). Final sale and customized items are excluded.
Happy holidays!
What is FIBFLX’s Special Return & Exchange Policy?
Our return policy varies by product category to honor craftsmanship and production methods:
- General Products: Eligible for standard returns and exchanges within the return window.
- Pre-Order & Made-to-Order (MTO): Exchange only; not eligible for refunds, except for verified defects or incorrect shipments.
- Luxury Atelier Collections (e.g., 100% cashmere coats, Suri alpaca, Italian-atelier knitwear): Complimentary exchange only; no refunds, except for defects or mis-shipment.
- Fur & Shearling Atelier: Exchange-only, with a 15% atelier handling fee applied to accepted returns.
- Holiday Purchases (Nov 1 – Dec 31): Extended return window until January 15. Category exclusions apply.
For full details, please review our updated Return & Exchange Policy: https://fibflx.com/policies/refund-policy.
Are there any exceptions to your return policy?
To ensure fairness for all customers, FIBFLX monitors return patterns over a rolling 12-month period. If an account shows unusually high return activity — such as 10 or more items returned within 12 months, or a return rate above 75% of total purchases — return eligibility may be temporarily adjusted or restricted.
If you believe this review was made in error, please contact us at hello@fibflx.com for reassessment.
For full details, please refer to our Return & Exchange Policy.
Sales & Promotions
Are there any sales or promotions currently available at FIBFLX?
Currently, there are no ongoing sales or campaigns in our store.
At FIBFLX, we pride ourselves on being a brand committed to offering accessible luxury. Regular discounts are not part of our strategy as we focus on providing true value throughout the year. We believe in maintaining the integrity of our pricing to ensure sustainable business practices and to uphold the quality that our customers expect from us. Our inventory levels are also consistently managed to optimize efficiency, allowing us to deliver high-quality products at reasonable prices.
If you'd like to stay updated on future promotions or events, you can subscribe to our emails or follow us on our official social media channels. We hope you have a delightful shopping experience with FIBFLX!
FIBFLX Integrity Pricing Guarantee®
What is FIBFLX Integrity Pricing Guarantee®?
During our Black Friday & Cyber Monday period, if the price of an item you purchased drops further, we’ll offer a one-time price adjustment for the same order.
This applies to eligible purchases made on fibflx.com during the protection window and excludes previous orders and gift cards.
For full eligibility, limitations, and how to request an adjustment, please refer to our Integrity Pricing Guarantee® Policy.
