SHIPPING & RETURN POLICY
Edited on 13th of April, 2023.
Deliveries will be made to the address indicated in the purchase order. Once an order has been placed and validated, it is no longer possible to change its items and its delivery information, so please check the information carefully.
Parcels leave our warehouses within 2 to 5 business days. The timelines are indicated starting from the day the order has left the warehouse and depending on the carrier’s deadlines. Delivery lead times are given as an indication only.
All orders placed with express shipping option before 2pm between Monday and Friday included, (Paris, FR (UTC)) can be received within 24H. All orders placed after this period will arrive 2 open days later instead of 1 open day.
Customs duties not included.
When importing goods from France, the foreign consumer is subject to taxes which come on top of the purchase price of the goods, as well as shipping costs, and particularly :
- Customs duties.
- Customs clearance fees (i.e. the administrative fees collected by the freight company when the goods go through customs, which are different to customs duties).
We are not responsible for any parcels which disappear after official delivery. There will be no refund in this case. Once your parcel has been received we are no longer responsible.
FLOWHER is not responsible for the disappearance of parcels after delivery has been officially recorded by the carrier. Once your parcel has been recorded delivered, our responsibility is no longer engaged. No refund will be made in this case.
The risks are borne by the Purchaser from the moment the products have left the premises of FLOWHER. In the event of damage incurred during transport, the claim must be made to the carrier, stating the reasons for dispute, within 3 days after delivery.
When getting early access to some items on PREORDER, the items will be shipped as soon as they’re available and you will be notified by email.
Items on sale, promotion (discount code) can not be exchanged, returned nor refunded.
EXCHANGE & RETURN POLICY
For any claims about your order, please contact our Customer Service by email to firstname.lastname@example.org within 72 hours after receiving your parcel. Please make sure you send us an email to inform us of the exchange or return of your goods. Without such mail, we cannot accept the exchange nor return.
We accept exchanges and returns (via voucher to be used within one year) on all our pieces (except on promotional items) in a period of 14 days starting from the day you received the order.
We only ask that the following requirements are met:
- Item/s must be in original condition with original tags and hygiene seal remaining in place.
- Item/s must be in original packaging.
- Item/s must not have been worn, washed or altered in any way.
Unfortunately, we cannot accept any returns that do not meet above requirements.
Refunds (via voucher to be used within one year) will be issued excluding the original shipping and return label cost.
EXCHANGE & RETURN Q&A
ARE RETURNS FREE?
The shipping costs incurred for returning item/s to FLOWHER for an exchange or refund are not covered nor refunded by FLOWHER.
IF I BOUGHT A SWIMWEAR SET, DO I NEED TO RETURN THE WHOLE SET?
If you are exchanging: you only need to return the piece/s you wish to exchange, in perfect conditions as mentioned above.
If returning: the full set must be returned (top and bottom). We cannot issue refunds for a partial return of a top or bottom.
HOW DO I MAKE A RETURN?
To initiate a return, simply email us at email@example.com using the e-mail address used for the order. (Please note that we are unable to refund initial shipping charges for goods returned, other than for faulty items. We are also unable to refund return postage costs.)
Once the items have been received, we will send your voucher (item price excluding original shipping cost) to be used within one year.
FLOWHER cannot be held liable for the loss of garments being returned. We recommend using a registered post service to return goods, and keeping a record of the tracking details.
WHERE DO I SEND MY RETURN TO?
We will provide you with the full address when we allocate your Returns Authorisation number to you.
Items returned without a valid RETURNS AUTHORISATION # will be returned to sender and will not be processed.
Please use a trackable shipping method to ensure that we receive your return.
HOW LONG DOES IT TAKE FOR MY EXCHANGE / REFUND TO BE PROCESSED?
We try to process returns as quickly as possible. If you are initiating a return, we try our best to reply with your Returns Authorisation (RA) number within 48 hours.
If you are exchanging, we will send your new piece/s out, after receiving the your returned item. We will send you an email with a new tracking number within 2-4 business days.
If you are returning, we will send you a voucher to be used within one year, in 1-2 business days after receiving your return item(s).
WHAT IF MY ORDER ARRIVES DAMAGED, OR THERE IS A FAULT?
Whilst we hope this never happens, if you do receive a damaged item, or have a manufacturing fault occur, please contact us immediately at firstname.lastname@example.org.
In the event of damage incurred during transport, the claim must be made to the carrier, stating the reasons for dispute, within 3 days after delivery.DO YOU ACCEPT EXTENDED RETURNS?
To accommodate for the holiday and gifting period, all orders placed during special holidays will have extra time to request an exchange or refund. Special holidays being :
Christmas - from 26th of November 2023 to 14th of January 2024.
WHEN IS THE CUSTOMER SERVICE OPEN ?
Monday to Friday : 9AM - 6PM (UTC+2)