Stonewashed Mustard Quilt

We’d love to hear from you.
Whether you’re placing an order, working on a project, or just need some advice, we’re here to help.

Live Chat: Click the chat icon in the bottom-right corner of the 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. We accept secure international payments in your local currency, so customers outside the UK can shop with confidence.

If you encounter any issues ordering online or would prefer assistance, please call us on +44 (0)1865 821101. We’re happy to help and can provide a secure payment link or our bank details for BACS transfer. For security reasons, we do not take card details over the phone.

Delivery  - UK

UK Delivery
(Excluding Channel Islands, Isle of Wight, Northern Ireland & Scottish Islands)

Standard Delivery (FedEx / Courier): 2–4 working days — £4.95
Express Delivery (FedEx / Courier): 1–2 working days — £12.95*

Some items, due to size, fragility, or handling requirements, may take up to 10 working days to dispatch and may incur an additional delivery charge. Any such charge will be clearly shown on the product page before purchase.

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

If an order is returned to us through no fault of our own (for example, refused or undeliverable), it can be resent at the actual cost of shipping.

Important Information About Delivery

All Flo & Joe orders are delivered via standard courier services (such as FedEx).

Delivery is made to the front door or nearest accessible entrance.
Our standard delivery charge is heavily subsidised and does not include white-glove, room-of-choice, or assisted delivery.
Couriers are unable to carry items through properties, around buildings, or via alternative entrances.
Drivers are not required to wait while items are unpacked or inspected.

If you require room-of-choice delivery, additional assistance, or specialist handling, please contact us before placing your order. In some cases this can be arranged at an additional cost, and we’ll always confirm feasibility and pricing with you in advance.

Delivery Tracking & Receipt

Once your order has been dispatched, you’ll receive tracking details by email. These allow you to monitor delivery progress and, where available, manage or rearrange your delivery date.

A signature is required on delivery.
Any visible damage must be recorded on the courier’s handheld device at the time of delivery. Damage reported after delivery may not be accepted by the courier for investigation.

International Delivery

International orders are shipped using couriers such as UPS, FedEx, or DHL, depending on the product.

Typical delivery time is 2–7 working days from dispatch.

The £45 shipping charge at checkout applies to small and lightweight items only. Larger or multiple items will incur additional shipping costs — we’ll obtain a quote and confirm this with you before dispatch.

All international shipping charges must be paid in full before an order is released. Alternatively, customers may arrange their own courier collection from our UK warehouse.

Please note that cushions are shipped internationally without inners.

Customs, Duties & Taxes

International orders may be subject to customs duties, import taxes, or handling fees. These charges are not included in your Flo & Joe invoice and remain the responsibility of the customer.

If a shipment is refused due to unpaid duties or taxes, return shipping costs will be deducted from any refund.

Update for U.S. Customers

From 29 August 2025, the U.S. duty-free exemption for imports under USD $800 has been suspended. All U.S. imports are now subject to duties, taxes, and standard customs procedures, regardless of value.

Delivery Address & Responsibility

It is the customer’s responsibility to provide a complete and accurate delivery address at checkout.

We cannot be held liable for delays, losses, or additional costs arising from incorrect or incomplete address details. If an order is returned due to address issues, additional shipping charges may apply to resend the item.

Order Collection & Storage

Customers arranging their own courier collection, or those required to provide additional shipping information, must do so within 28 days of being notified that their order is ready.

After this period, orders cannot be cancelled or refunded and a storage charge of 10% of the order value per 28-day period will apply.

Any claims for non-delivery must be made within 21 days of the dispatch 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.

We’d love to hear from you.
Whether you’re placing an order, working on a project, or just need some advice, we’re here to help.

Live Chat: Click the chat icon in the bottom-right corner of the page.
Call: 01865 821101

Email: askflo@floandjoe.co.uk