Stonewashed Forest Green Quilt

Live Chat: Click button - bottom right of page

Call:  01865 821101

Email: askflo@floandjoe.co.uk

Placing an Order

Ordering online through our website is the quickest and easiest way to purchase from Flo & Joe. Our system accepts secure international payments in your local currency, so customers outside the UK can shop with confidence.

If you encounter any problems or prefer not to place an order online, please call us on +44 1865 821101. We’ll be happy to assist you and can provide either a secure payment link or our bank details for a BACS transfer. For security reasons we do not take card details over the 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 — £12.95

Some items (due to size, fragility, or custom handling) may take up to 10 working days and may incur an additional delivery charge. Any such charge will be shown on the product page.

For Isle of Wight, Northern Ireland, and Highlands & Islands, larger items may be subject to an additional charge.

If an order is returned to us through no fault of our own (e.g. refused or undeliverable), we can resend it, but at the actual cost of shipping.

Delivery Address & Responsibility

• It is your responsibility to provide the correct delivery address when placing an order.

• We cannot be held liable for delays, losses, or additional costs arising from incorrect or incomplete addresses provided by you.

• If an order is returned to us due to an incorrect or incomplete address, you may be responsible for additional shipping charges to resend the parcel.

• For international deliveries, please ensure that your address includes all necessary details (e.g. postal/ZIP codes, state/province, and a valid local contact number) to avoid customs or courier issues.

INTERNATIONAL

International orders are sent by couriers such as UPS, FedEx, or DHL, depending on the product. Delivery usually takes 2–7 working days from dispatch.

The £45 charge applied at checkout covers small and lightweight items only. For larger or multiple items, additional shipping costs will apply. We will obtain a quote for you and confirm the cost before dispatch.

All shipping charges must be paid in full before your order is released. Alternatively, you are welcome to arrange your own courier collection from our UK warehouse.

Please note that international orders for cushions are sent without inners.

It is important to note that you may be required to pay customs duties, taxes, or local fees on your order. These are not included in your Flo & Joe invoice and remain the responsibility of the customer. If you refuse a shipment due to Duties or Taxes, you will be liable for the return shipping cost, which will be deducted from your refund.

Customs, Duties & Taxes

You may be required to pay local customs duties, import taxes, or handling fees. These charges are not included in your Flo & Joe invoice and must be paid to your local customs authority. Please check with your customs office for details before ordering.

Update for U.S. Customers

• Until recently, imports under USD $800 could usually enter duty-free.

• From 29 August 2025, this exemption has been suspended. All U.S. imports are now subject to duties, taxes, and standard customs procedures — regardless of value.

• Depending on the origin country and product type, charges may be calculated as either a flat fee or a percentage tariff.

Please take this into account when ordering, as all shipments to the U.S. may now incur customs costs.

Delivery Address & Responsibility

• It is your responsibility to provide the correct delivery address when placing an order.

• We cannot be held liable for delays, losses, or additional costs arising from incorrect or incomplete addresses provided by you.

• If an order is returned to us due to an incorrect or incomplete address, you may be responsible for additional shipping charges to resend the parcel.

• For international deliveries, please ensure that your address includes all necessary details (e.g. postal/ZIP codes, state/province, and a valid local contact number) to avoid customs or courier issues.

Order Collection & Storage

• Customers arranging their own collection/shipping, or those required to provide additional information for shipping, must do so within 28 days of notification that the order is ready.

• Orders cannot be cancelled or refunded after this period. A storage charge of 10% of the order total per 28-day period will apply thereafter.

• Any claims for non-delivery must be made within 21 days of the shipping date, in line with courier terms.

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.

Live Chat: Click button - bottom right of page

Call:  01865 821101

Email: askflo@floandjoe.co.uk