Glass Leopard Battery Lamp

Live Chat: Click button - bottom right of page

Call:  01865 821101

Email: askflo@floandjoe.co.uk

PLACING AN ORDER

We have tried to make purchasing an item from Flo & Joe as simple as possible, if  you should encounter any problems or do not wish to place an order online please call customer service: 01865 821101 who will be happy to help or take your order by phone.

DELIVERY OPTIONS

UK - excluding Channel Islands/Isle of Wight, Northern Ireland & Scottish Islands

Standard Delivery - FedEx/Courier  2-4 working days £3.95

Express Delivery - FedEx/Courier  1-2 working days 6.95

Some items due to their nature will be sent under special conditions and as stated in the product description can take up to 10 working days and may also be subject to a specific delivery charge, again this will be shown on product page 

Isle of Wight, Northern Ireland and Scottish Highlands & Islands - larger items will be subject to an additional charge.

Items that are returned to us through no fault of our own can be resent but at the true cost of shipping.

INTERNATIONAL

International orders are sent by various couriers such as UPS or FedEx, DHL depending on product and take 2-7 working days from dispatch date

Small and lightweight items will be charged at the standard Mainland European and Rest of the World International rates but larger and multiple items and orders will be subject to an additional charge.  

International orders for Cushions are sent without their inner cushions.

It is important to note that you may have to pay customs duties and taxes on the items you purchase and that these local fees are not included in your Flo & Joe invoice. Flo & Joe is unable to predict these charges and we recommend contacting your local importing office.

*Note if you choose to refuse the shipment due to Duties and Taxes you will be liable for any return to sender costs which will be deducted from your refund.

Please note the international shipping charge applied at checkout is for a small lightweight Item and charged at £45.00. Larger Items such as light shades will be subject to additional shipping charges.

Customers that choose to collect and ship their orders or are required to provide essential information for shipping must do so within 28 days of notification the order is ready.  Orders can not be cancelled nor refunded after this point and a storage charge of 10% of the order total will be charged for each 28 day period between shipment being collected.

Please note non delivery claims must be made with 21 days of shipping date due to courier terms and conditions

When you receive your package from Flo & Joe we hope you are delighted with your purchase.  If for any reason you are not we will do our best to resolve the issue.

You have up to 14 days after receipt of purchase to return your purchase, however,  we insist the products are returned unused and have their swing tags, labels and product packaging intact. 

Discounts & Promotions

If you are returning goods that you bought using a discount or promotion offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or promotion offer will no longer apply. All items must be returned unused and have their swing tags and washing instructions intact.

The value of your goods will be refunded in full excluding your original postage costs.
This does not affect your statutory rights as a consumer. Please note that we are not responsible for return postage costs other than for damaged, faulty or incorrect goods. If this is the case, please contact us before returning items.

Q. How do I return items?

When returning any goods to us, we recommend that you send items on a trackable service as we cannot be held responsible for packages that fail to reach us. Please check with the delivery provider that your parcel is adequately insured against loss or damage.

If you are returning an item from overseas, please ensure that the postage is paid in full and the postal docket is ticked as ‘Returned Goods’ to avoid an import duty levy from HM Customs & Revenue for which we will not be liable.

Q. What happens if my goods arrive damaged, faulty or incorrect?

If you receive damaged, faulty or incorrect items, please contact us so that we can send you a pre-paid returns label. We will do our very best to resolve the issue quickly and with as little inconvenience to you as possible. We will be happy to exchange them for the same items within 14 days of the date of despatch. If you would prefer a refund, then the value of damaged, faulty or incorrect goods will be refunded in full, including your postage costs. For products that develop a fault after 60 days please contact us.

Q What happens if I need to change an item?

If you would like to change an item you have received we recommend that you place an order for the correct replacement and send the original order back to us for a refund.  This method ensures that the stock is allocated to you and your order will be despatched much faster.

If you do not wish to place another order you can send them back to us within 14 days of your order date and depending on your preferences and our stock levels, we can either exchange it or give you a full refund. We recommend contacting us by phone or email to discuss this.

When returning an item please ensure that you enclose a note of your order number, name and address (and the details of the purchaser if different), stating whether you would like a refund or an exchange (with the new style, size and colour).

Q. Do I have to pay for postage if I want to return or exchange an item?

Yes, you will have to pay for return postage unless you have received an item which is damaged, faulty or incorrect – in which case please contact us so that we can send you a pre-paid returns label.

Q. What if I want to exchange my item for something cheaper or more expensive?

We will refund the price difference between your item and a cheaper one, or require extra payment to match the price of a higher value item.

Q. How long will it take for you to process my exchange or return?

We aim to process your return within three days of receipt. Please note that your bank may take up to a further 7 days to show the transaction in your account, therefore we ask that you allow 14 days from the date that we receive your return for the refund to appear.

Q. Where should I send my returns?

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

If you need to talk to us about an exchange or refund please call on 01865 821101. Alternatively you can email us at askflo@floandjoe.co.uk

Live Chat: Click button - bottom right of page

Call:  01865 821101

Email: askflo@floandjoe.co.uk