General Terms and Conditions


Where to find information about us and our products

You can find everything you need to know about us, Here We Flo Ltd (company number 10474281), and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email, in your online account or on paper.

These terms may have changed since you last reviewed them.

Order Confirmation

The order is confirmed once you complete your purchase online. A contract exists between us once your order is complete.

Sometimes we cancel orders

Sometimes we cancel orders, for example because a product is unexpectedly out of stock, because you are located outside our delivery areas as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when we accept your order

However, for some products we also take payment at regular intervals if you have subscribed to receive regular deliveries of products from us on one of our subscriptions, as explained to you during the order process. You will own your product once we have received payment in full.

We charge interest on late payments

If we're unable to collect any payment we will try a maximum of 6 times and if payment cannot be collected, your order will be cancelled.

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as extreme weather, natural disasters, a pandemic, postal strikes, or war, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us to end the contract and receive a refund for any products you have paid for, but not received.

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

You have a legal right to change your mind plus extra rights under our guarantee

We cannot offer refunds on underwear and on intimate items such as products sealed for health protection or hygiene purposes, such tampons, sanitary pads, condoms, and panty liners, once these have been unsealed after you receive them.

Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it.. This is subject to some conditions, as set out below.  You have the right to inspect the products in the same way that you would inspect them in a shop.  You have 14 days to change your mind after buying any secondary products online this does not include products sealed for health protection or hygiene purposes, such tampons, sanitary pads, condoms, and panty liners, once these have been unsealed after you receive them.  In the event that you do change your mind, you agree to pay any costs associated with returning the products.

When you can't change your mind. You can't change your mind about an order for products sealed for health protection or hygiene purposes, such tampons, sanitary pads, condoms, and panty liners, once these have been unsealed after you receive them or underwear.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If the product is for regular delivery (for example, a monthly subscription which automatically renews), you can change your mind within 14 days after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us, fill in the online form.

You have to return the product at your own cost. You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product. You can:

send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for products which can't be posted, see our Returns Process: https://www.hereweflo.co/pages/delivery-and-returns or contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us .

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: https://www.hereweflo.co/pages/contact-us can advise you on whether we're likely to reduce your refund.

When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for a subscription to goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. We can change products and these terms

Changes we can always make. We can always change a product to reflect changes in relevant laws and regulatory requirements This may mean substituting a product for a newer version of that product; and

We can suspend supply of a product(and you have rights if we do)

We do this to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the product we adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than three (3) months you can contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

We can withdraw products

We can stop providing a product, such as a subscription for goods. We let you know at least four (4) weeks in advance and we refund any sums you've paid in advance for products which won't be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

  • you don't, within a reasonable time, allow us to deliver the product to you, we treat your order as cancelled and refund the purchase price, see You have a legal right to change your mind plus you have rights under our guarantee.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
  • Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: https://www.hereweflo.co/pages/privacy-and-cookie-policy.

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Teamhttps://www.hereweflo.co/pages/contact-us will do their best to resolve any problems you have with us or our products as per our Complaints policy: https://www.hereweflo.co/pages/contact-us.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.


Competitions and Discounts


Flo Babe Pad Questionnaire — £100 Voucher Prize Draw

1. The Promoter

The promoter is Here We Flo Ltd (company number 10474281), registered address 9 Perseverance Works, Kingsland Road, London, United Kingdom, E2 8DD ("Flo", "we", "us"). Questions about this prize draw should be sent to hiya@hereweflo.co

2. Acceptance

By entering the prize draw you confirm that you accept these terms and conditions and that your entry complies with them. Entries that do not comply will be disqualified.

3. Who can enter

Entrants must:

a) be aged 18 or over at the date of entry; b) be resident in the United Kingdom (England, Scotland, Wales or Northern Ireland); and c) have used Flo period pads for more than three periods, as set out in the questionnaire.

Employees of Here We Flo Ltd, their immediate families and households, and anyone else professionally connected with this promotion or its administration may not enter.

4. Promotion period

The prize draw opens on Tuesday 18th August and closes at 5p on Friday 28th August (the "Closing Date"). All times are UK time. Entries received after the Closing Date will not be entered into the draw.

5. How to enter

Entry is free and no purchase is necessary.

To enter, complete the Flo Babe Pad Questionnaire and provide a valid email address in the final question of the form before the Closing Date. You must complete all required questions for your entry to be valid.

Free alternative entry route: you can also enter without completing the questionnaire by emailing hiya@hereweflo.co before the Closing Date with the subject line "Pad Questionnaire Prize Draw" and including your full name, date of birth and email address. Entries made this way carry the same chance of winning.

6. Entry limits

One entry per person. Where more than one entry is received from the same person or email address, only the first will be entered into the draw. Entries made using automated systems, bulk entries, or entries made by a third party on an entrant's behalf will be disqualified. We reserve the right to disqualify any entrant we reasonably believe has breached these terms or acted fraudulently.

7. The prize

There is one (1) prize: a £100 Flo voucher, issued as a single-use discount code redeemable at www.hereweflo.co.

The voucher:

  • must be redeemed within 2 years of receiving

  • must be used in a single transaction — any unspent balance is forfeited;

  • does include delivery charges

  • cannot be used in conjunction with any other offer, discount or promotion;

  • is subject to product availability and to the standard terms of sale on our website; and

  • is not transferable and cannot be exchanged, resold or redeemed for cash.

There is no cash alternative. We reserve the right to substitute the prize for one of equal or greater value if circumstances beyond our control make this necessary.

8. Selecting the winner

One winner will be selected at random from all valid entries received by the Closing Date. The draw will take place on or before 3rd September and will be carried out by an independent person, or under the supervision of an independent person.

Our decision is final and no correspondence will be entered into.

9. Notifying the winner

The winner will be contacted by email at the address given in their entry within 7 working days of the draw. The winner must respond within 14 days of the notification being sent. If we do not receive a response within that period, or if the winner is unable to accept the prize or does not meet the eligibility criteria, we reserve the right to withdraw the prize and select an alternative winner from the remaining valid entries.

It is the entrant's responsibility to provide a valid email address and to check their inbox and spam folder. We are not responsible for prizes that cannot be awarded because contact details were incorrect or out of date.

10. Publishing the winner

The surname and county of the winner will be made available for six weeks after the Closing Date to anyone who emails hiya@hereweflo.co with a request. Entrants may ask that this information is not published or is limited to the county only, by contacting us at the same address. We may still be required to provide the information to the Advertising Standards Authority on request.

11. Your personal data

Here We Flo Ltd is the data controller for the personal data you provide.

The email address you give will be used only to administer this prize draw and, if you win, to send your prize. Entering does not sign you up to marketing communications — you will only receive marketing from us if you separately opt in, and you can unsubscribe at any time.

Questionnaire responses will be used for market research, product development and to support advertising claims about our products. Responses will be reported in anonymised and aggregated form only, and will not be published in a way that identifies you.

Entry data will be deleted within 24 months of the draw, other than where we are required to keep records for legal or accounting purposes. Full details of how we handle personal data are set out in our privacy policy at https://www.hereweflo.co/pages/privacy-and-cookie-policy?srsltid=AfmBOooi-OIR5XFW5xbCNDp-HIZ4_SxRM_RT1ETGCPPXddeGPr0_WTMj.

12. Liability

We are not responsible for entries that are lost, delayed, corrupted, incomplete or not received for any reason, including technical faults, network failures or the unavailability of the entry form.

We are not liable for any loss or damage suffered in connection with this prize draw or the prize, except that nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited or excluded by law. Your statutory rights are not affected.

13. Changes and cancellation

We reserve the right to amend these terms, or to suspend, cancel or withdraw the prize draw, where this is necessary due to circumstances outside our reasonable control. Any changes will be published at https://www.hereweflo.co/pages/terms-and-conditions. We will not do anything that unfairly disadvantages entrants.

14. Third party platforms

This prize draw is in no way sponsored, endorsed, administered by or associated with Google. [Where the promotion is advertised on Instagram or Facebook: this prize draw is in no way sponsored, endorsed, administered by or associated with Meta, and entrants release Meta from any responsibility in connection with it.]

15. Governing law

These terms are governed by the laws of England and Wales and any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales, except that entrants resident in Scotland or Northern Ireland may bring proceedings in their local courts.