DELIVERY + RETURNS
All our prices include the cost of shipping. We post FLO Classic retail products and FLO-matic subscription packs by Royal Mail. Bulk orders may be couriered by various providers. You will be notified via email upon shipment and fulfilment of your order.
Due to the intimate nature of our products, we do not accept returns. In the case of damaged or defective products, wherein the products themselves, and not merely the shipping or product packaging, are damaged or defective and supporting evidence is provided, you may be eligible for a refund or exchange.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Additional non-returnable items:
* Gift cards
To complete your refund or exchange, we require a receipt or proof of purchase and evidence of damaged or defective products. Acceptable formats of this evidence are at the company’s discretion; common examples include photographic images.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error. We are not responsible for damages incurred in transit, e.g. crushed packaging due to shipping.
* Any item that is returned more than 30 days after delivery
Once your issue is received and inspected, we will send you an email to notify you that we have received your evidence. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded; sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email with appropriate evidence to email@example.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit. Once proof of needing a refund has been accepted, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.
Please do not return your item. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.