Have you changed your mind, ordered the wrong colour or written the incorrect address? No problem, it happens to everyone: please immediately contact our Support Team via email at hello@theflocompany.com within one hour of receiving your order confirmation so we can either edit or cancel your purchase.
After this point it will be very difficult for your order to be cancelled as it will have already been processed. You will therefore be responsible for paying the return postage fee in the case that we cancel an order and it has already passed the point at which it can be cancelled.
Oh no, we’re sorry to hear this! If you haven't received your confirmation email, we recommend first checking your spam inbox as these sometimes get lost in there!
The order confirmation is sent immediately to the same email address you entered in the contact information fields during checkout. We’re all human so you may have made a typo when inputting your info which would mean we cannot deliver you any further communication concerning your order and subsequent tracking information.
If after 24 hours you still have not received anything, please get in touch with our friendly support team via the contact page and we’ll look into this for you. Please include the full name used on your order to help us locate it.
The goods are delivered to the postal address provided when ordering on our website (we do not ship to Packstations). You are solely responsible for the accuracy of the postal address communicated. Please review your order confirmation carefully and notify us immediately if the address needs to be amended.
When the shipping address is invalid and making delivery impossible, we will cancel the order and attempt to get in touch with you via email or phone. The payment will be refunded if we are unable to contact you within 5 working days. We will then invite you to re-order after verifying the delivery address.
We’re so glad you asked! We offer free standard delivery to all UK mainland addresses! but you’ll find all the information regarding our delivery charges as well as shipping timeframes for express and international shipment options at checkout.
The simplest way to find out about our shipping rates and delivery timeframes for express and international shipment options is to go through to the checkout with a bottle and enter in your address details - you will then receive an automated shipping calculation.
Customs and local tax for international orders may be charged separately which are not included in the costs.
We do our best to dispatch your flo within 1 business day of purchase. Exceptions may occur if there is a question regarding your order, in which case we will contact you directly. If you have questions concerning the status of your item, please get in touch with us at hello@theflocompany.com
2-Day and overnight orders should be placed by 11:00am GMT for quickest delivery. Expedited orders placed after 11:00am GMT will require an additional business day for processing. This excludes weekends and bank holidays. All "Delivery by" dates are estimates and not guaranteed.
Flo reserves the right to split up the shipping of any order. Flo cannot therefore be held responsible for the consequences of delayed delivery.
Depending on the shipping method selected, processing and shipping times vary. Orders are processed and shipped during business hours only, so please note that the below estimates do not include evenings, weekends or holidays.
Please allow additional time during busier periods such as before Christmas and during your destination country's bank holidays or national postal strikes.
STANDARD DELIVERY
Domestic UK delivery currently takes an estimated 2-4 working days from dispatch and your order will be dispatched on a working day. For example, an order placed on a Friday evening will be dispatched on the following Monday.
If your order has not arrived within 10 working days upon receipt of your order confirmation email or within 24 hours of a 'delivered' status on your tracking information, then please contact us to help locate your delivery.
This does not apply to pre-orders.
NEXT-DAY DELIVERY (TO UK MAINLAND ONLY)
Orders placed before 11am GMT will be processed on the same day and arrive on the following day if you choose next-day delivery as the shipping method. Orders placed after 11am GMT will be processed and shipped the next day. Please note that this is applicable to next-day delivery orders made from Monday to Thursday. Next-day delivery orders made on Friday-Sunday will be shipped on Monday and delivered on Tuesday.
Yes, for certain regions we do offer expedited shipping! If applicable, it will appear as an option during checkout.
The total charges for orders do not include any import taxes, customs duties or fees. These vary by country and you should check whether your order will incur any such charges before finalising your purchase.
We will not be liable for any import or customs charges incurred by the customer for importing goods to their final destination. Additional customs clearance costs must be met by the consignee; we have no control over these charges, nor can we predict what they might be. If any customs duties or charges are due, you will receive an email from our third-party supplier instructing you on how to pay these charges. Please note that your order will not be delivered until these fees are settled.
Yes, we deliver worldwide!
To find out which countries we deliver to, you can select the product you want, and checkout to see a list of shipping destinations available to choose from, before officially placing your order.
Please bear in mind that we’re forever expanding our reach here at flo, so if we don’t ship to your country yet, we’re coming for you soon.
Alternatively, please feel free to email hello@theflocompany.com to suggest that your country be added next!
Yes. Orders can be shipped to a different address other than the billing address. During the order process, you will be asked first for a billing address, then you will be given an option to “Ship to this address” or “Ship to a different address.” At that point, you can enter a different shipping address.
We use Royal Mail’s fully tracked postal service on all shipments within mainland UK unless an expedited option is selected by the customer. We feel that it is important that your flo bottle arrives safely and securely once dispatched.
Flo bottles are shipped in Europe, the United States & Australia through a network of couriers.
Express European delivery is couriered by DPD Expresspak and DHL for the United States & Australia.
Yes, all flo orders are tracked for your convenience! You will find your tracking link and number in your dispatch email once your order ships. Please bear in mind that the status of your parcel may take a couple of hours to update.
If you are worried about the amount of time your flo is taking to arrive, don’t sweat! Please consult this article for more accurate shipping times.
If you haven’t received a dispatch email or have any issues with your order, please reach out to our friendly Customer Service team who will be happy to help! You can do this by emailing hello@theflocompany.com
A delivery attempt note will be left at your UK delivery address. The parcel will then be taken to a local Post Office, where you can collect it using your delivery card and photo I.D. Please remember to take these items with you to the Post Office to avoid unnecessary delays.
We will do everything possible to ensure that your order is delivered quickly.
If your parcel still has not arrived within the estimated time, then please check for a missed delivery slip from the postman in addition to checking with any neighbours or safe places where the delivery may have been left.
Once you have done the above and have still not located your order, please get in touch with our Customer Service team via our contact page. We'll get back to you within 1 to 2 working days and try to solve the inconvenience by ensuring your parcel is safely delivered. Notification of lost items must be received within 1 days of the shipping confirmation e-mail.
During our busy or peak holiday seasons, we will try our best to guarantee your parcels to arrive on time, but due to high volume and/or unexpected circumstances beyond our control, there might be slight delays in delivery of your orders.
Unfortunately, once the courier accepts a parcel, we are no longer liable for the shipment.
Understandably, no refund can be issued for returned and delayed orders due to adverse weather conditions or any unforeseen circumstances that may affect our couriers.
Do not accept a package showing major damage. If accepting a damaged parcel, you must note any visible damage on the packaging of the goods on the delivery receipt before signing. Please take photographic evidence and notify us with a copy of the signed receipt if the goods are damaged.
Any package deposited in your mailbox or approved by someone else than you will be considered “approved” and no action can be undertaken in case of damaged goods without photographic evidence. If no claim has been issued within working days after the receipt of the package, we will not be able to consider potential disparities or accord any compensation.