Terms of Service

These Terms of Service (“Terms”) govern your use of our website https://www.floandjoe.co.uk, sub-domains, and any associated services (“Website”), operated by Flo & Joe (“we”, “our”, “us”).

By accessing or ordering from our Website, you agree to be bound by these Terms and all applicable laws. If you do not agree, you may not use our Website or services.

Last updated: September 2025

1. Our Contract with You

Placing an order implies acceptance of these Terms. Once you have completed checkout and we have confirmed your order by email, a binding contract is formed.

2. Products & Availability

• We aim to describe all products accurately, but minor variations in size, colour, or finish may occur due to their handcrafted nature.

• All items are subject to availability. If a product is out of stock after your order is placed, we will notify you and offer a refund or alternative.

3. Prices & Payment

• All prices are listed in Pounds Sterling (£GBP) and include VAT (where applicable).

• We accept payment by Visa, Mastercard, American Express, Diners Club, Discover, PayPal, Apple Pay, Google Pay, and BACS transfer.

• Payments are processed securely via Shopify Payments (powered by Stripe) or PayPal. We do not store card details.

• International customers may pay in their local currency. Your bank or provider will confirm the exchange rate at purchase.

• Orders must be paid in full before dispatch. For international deliveries, shipping charges must also be settled prior to release, unless you arrange your own courier.

4. Delivery

• UK delivery times and costs are listed on our Delivery Options page.

• International shipping is not fully calculated at checkout. A £45 charge covers small/lightweight items. Larger or multiple items will require a manual shipping quote.

• International orders for cushions are shipped without inners.

• Customers are responsible for paying any duties, taxes, or local import fees.

• If you refuse delivery due to customs charges, return shipping costs will be deducted from your refund.

5. Right to Cancel & Returns

• Under the Consumer Contracts Regulations 2013, you have 14 days from receipt of goods to cancel your order and request a refund.

• Items must be unused, with original tags and packaging intact.

• Exemptions: personalised or custom-made goods.

• Customers are responsible for return postage unless the item is faulty, damaged, or incorrect. Please contact us before returning faulty goods so we can issue a prepaid label.

• Overseas returns must be clearly marked as “Returned Goods” to avoid import charges, which we are not liable for.

Our full Returns Policy is available here.

6. Your Account

If you register for an account, you are responsible for keeping your login details confidential and for all activity under your account. We reserve the right to suspend or close accounts where misuse is suspected.

7. Intellectual Property

All content on our Website, including text, images, logos, and designs, is the property of Flo & Joe or its licensors. You may not copy, reproduce, or use our content without prior written permission.

8. Reviews & User Content

If you submit reviews, comments, or other content, you grant Flo & Joe a royalty-free, perpetual licence to use, reproduce, and display that content on our Website and marketing materials. We reserve the right to remove any content deemed offensive, misleading, or unlawful.

9. Liability

• We are not liable for indirect or consequential losses.

• Our total liability for any claim relating to your use of the Website or purchase of goods shall not exceed the total amount paid for your order.

• Nothing in these Terms excludes or limits liability for death, personal injury, or fraud.

10. Governing Law

These Terms are governed by the laws of England and Wales. Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to These Terms

We may update these Terms from time to time. The latest version will always be posted on this page. Continued use of our Website after updates indicates acceptance of the revised Terms.