Hopefully you'll find the answer you need from one of the articles in our FAQ centre below, but if you need a little help or just want to stop by and say hello, follow any one of the links below to get in touch.
1. Contact Us
Please get in touch via email on firstname.lastname@example.org as contacting us through other channels may take longer to receive a response.
Why doesn't FLŌA have a phone number!? FLŌA does not have a call centre and we're not set up to handle high volumes of phone calls. The FLŌA brand was built online, including our customer support. Though you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.
2. When are you restocking?
We can't always give a date to when products are due to restock as it's completely subject to change. Once dates are confirmed, we may shout about it over social media and send out promotional emails advising of restocks so it's worth signing up to our newsletter. You can sign up by entering your email address in the box found at the bottom of our homepage. We also regularly update our blog with articles regarding big restocks and new releases.
We exist to create the tools that help people unlock their full, incredible potential and put their ideas into action. Check out all of our current vacancies
4. Pop-up stores!
All information regarding upcoming FLŌA events can be found on the FLŌA blog - we’ll also shout about it across our social media pages, so keep an eye out, we may be coming to a city near you.
1. I want to change my order
We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:
Changing the item or size
Adding items to your order
There is a 15-minute window where you can cancel your order by locating the order in your account section and hitting the ‘cancel order’ button. After 15-minutes, it is too late to cancel the order and you’ll need to follow our returns process. If you don’t have a customer account, we’re unable to cancel the order for you.
*If you input the incorrect address at checkout, we can not be held accountable if the order goes missing. We are not liable to refund/replace this order.
2. I have received a faulty item
In the event you have received a defective item, please contact us immediately with the following information:
Your order number (found on the original order confirmation)
Which item is damaged
Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time. If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!
All claims for parcels arriving damaged must be made within 7 days of the delivery date. Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement. Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.
3. You have sent me the wrong item
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
Your order number
The name of the item you did not receive
The name of the item you received in it's place
A clear photograph of the item you have received, including logo
Once we've received the above info, our Customer Support team will get this sorted for you ASAP! You may be asked to return the incorrect item back to us through our returns process. All claims for orders arriving without the correct/missing items must be made within 7 days of the delivery date.
4. How do I track my order?
Got a FLŌA account?
Log into your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information.
I don't have a FLŌA account yet
As soon as your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched.
*Please note, tracking can take around 24-48 hours to update after dispatch
5. Can you deliver to PO Boxes?
FLŌA can deliver to PO Boxes, but only on a standard mail service. Parcels sent with a courier service (DPD or DHL) must be delivered to a residential address or place of work. If you're delivering to a place of work, please ensure the company name is on the delivery address.
1. How do I purchase a Gift Card?
You can purchase a Gift Card via the accessories page on the FLŌA website. Gift Cards are not physically shipped, you will receive a confirmation email containing your Gift Card code.
2. How do I access my FLŌA Gift Card?
Simply enter the Gift Card code on the checkout page and the amount will be deducted off your order total. If you bought the Gift Card for somebody else to use, not a problem! Just forward the Gift Card to them and they can use it whenever they like.
3. How long is my Gift Card valid for?
Our gift cards have no expiry dates!
4. Do I have to use the full amount in one order?
No you don't. The amount you spend will simply be deducted from your Gift Card credit. You can then use the same Gift Card code on a new order you place with us.
5. Can I use a Gift Card during an Outlet/Sale?
6. I placed an order using my Gift Card & now want to return the items
Refunds will be credited to your original method of payment. Your Gift Card will be refunded first & you can then use the original code for future orders!
Orders paid using split payment (part Gift Card, part other payment method) will always be refunded to the Gift Card(s) first. Any remaining balance will be paid back to the other payment method originally used, which will appear in your account within 3-5 working days.
7. Can I buy a Gift Card for my friend?
If you're purchasing a Gift Card for someone else, please place the order using your details (name, & email address) and forward the Gift Card to them. Alternatively, you can print off the code and give it to them this way.
*Please note, Gift Cards can only be applied to FLŌA items, this will not include shipping
Please see below payment error codes that may appear if you're order is unsuccessful:
2000 – Do not honour - The customer's bank is unwilling to accept the transaction. The customer will need to contact their bank for more details regarding this generic decline.
2007 – No Account – The submitted card number is not on file with the card-issuing bank. The customer will need to contact their bank.
2015 – Transaction not allowed - The customer's bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. They will need to contact their bank or use a different payment method.
3000 – Processor Network Unavailable – This response means there is an error with our payment gateway, but don’t worry, we’ll let you know of any issues and let you know once it’s fixed
If you receive an error code not displayed above, please contact us via email on email@example.com.