Returns


Returns Policy

When your order arrives from Flo & Joe, we hope you’re delighted with your purchase. If for any reason you’re not, we’ll do our best to resolve the issue.

You have up to 14 days from receipt to return your purchase. Returned items must be unused, with swing tags, labels, and product packaging intact.

We cannot accept returns on items that have been used for events, photo shoots, or promotional purposes without prior agreement. In some cases, we may agree to an extended return window if items are to be used for photography or styling purposes, provided that our business is credited appropriately.

Our returns policy is in place to give customers a fair opportunity to check and decide on their purchase, while protecting us from products being used and then returned with no acknowledgment of our contribution.

Discounts & Promotions
If you return items purchased as part of a discount or promotion, we’ll adjust your refund if the return causes you to fall below the qualifying threshold.

Refunds are issued for the value of the goods, excluding original postage costs. This does not affect your statutory rights. Please note: return postage costs are your responsibility, except for items that are damaged, faulty, or incorrect. If that’s the case, please contact us before returning anything.

FAQs

How do I return items?
We recommend using a tracked service, as we cannot be responsible for parcels that do not reach us. Please also check that your parcel is insured against loss or damage.

If returning items from overseas, please ensure postage is paid in full and mark the package as “Returned Goods” to avoid import duties (which Flo & Joe cannot cover).

What if my goods arrive damaged, faulty, or incorrect?
Please contact us immediately so we can provide a pre-paid returns label. We’ll arrange a replacement within 14 days of dispatch, or issue a full refund (including postage costs) if you prefer. For products that develop a fault after 60 days, please contact us to discuss next steps.

What if I need to change an item?
For the quickest turnaround, we recommend placing a new order for the correct item and returning the original for a refund.

Alternatively, you can return the item within 14 days and request either an exchange (subject to stock availability) or a refund. Please include a note with your order number, name, and address, and tell us whether you’d prefer a refund or exchange (include details of the new style, size, or colour if relevant).

Do I have to pay for return postage?
Yes, unless the item is damaged, faulty, or incorrect. In those cases, we’ll provide a pre-paid returns label.

What if I exchange for a cheaper or more expensive item?

  • If the new item is cheaper, we’ll refund the difference.

  • If the new item is more expensive, we’ll ask for additional payment.

How long will processing take?
We aim to process returns within 3 working days of receipt. Please allow up to 14 days in total for the refund to appear in your account, as banks may take extra time to show the transaction.

Where should I send returns?

Flo & Joe
The Little Owls
Lodge Lane
Longworth
Oxfordshire
OX13 5HG

For any exchange or refund queries, please call us on 01865 821101 or email askflo@floandjoe.co.uk.

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