Returns

 

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

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund.

Full price items

You have up to 30 days after purchase to return your full price products, however we insist that the products must be returned unused and have their swing tags labels and product packaging intact (e.g. shoe boxes). 

Reduced items

Reduced items must be returned within 14 days, rather than 30 days. All items must be 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 by recorded delivery and that you keep proof of posting or if not using recorded delivery request proof of posting, as we cannot be held responsible for packages that fail to reach us. Please check with the post office 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 30 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 30 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 & Co

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