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 cannot 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 60 days of the delivery date.
4. Need to return something?
Let’s face it, returns can be a bit of a nuisance. You’ve ordered something, and now you’ve got to send it back. Yawn. But don’t panic, here at FLŌA we’ve worked hard to ensure this process is as seamless as possible.
FLŌA RETURN POLICY
Something not right? No problem. Let us know and we’ll get it straightened out. Item(s) must be unworn & unwashed. You know what we mean guys; keep it free of stains and signs of wear. All labels must still be attached to return the goods.
Item(s) cannot be returned if the care label has been cut/removed. All items are thoroughly inspected before any action is taken. You have 60 days from the date you received your items to make a return.
Orders placed separately cannot be returned as one. Combining orders will slow down the refund process! If you need more information on registering your return contacts FLŌA customer support
HOW DO I RETURN MY ITEMS?
The following countries are currently eligible for free returns:
United States of America
* All other countries are subject to returns shipping costs which may vary.
* Channel Islands are not eligible for free returns.
You have up to 60 days to initiate your return from the moment your FLŌA order is delivered. Items from separate orders cannot be returned within the same package, combining orders will slow down the refund process! Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.
HAVE YOU RECEIVED MY RETURN YET?
Depending on the service you've chosen to use to return your item(s), it can usually take up to 21 working days (excluding weekends & public holidays) to be delivered and processed by our returns team. We'll be in touch by email once the return has been processed to confirm your refund.
Depending on the service & country you're returning your item(s) with, it can take 21 working days (excluding weekends & public holidays) to be delivered and processed by our returns team, we will notify you by email once this has been processed. If your return is marked as delivered, sit tight, our returns team will be in touch to confirm your refund ASAP!
POP-UP STORE RETURNS POLICY
Any items purchased from a FLŌA event (i.e. pop-up store) cannot be returned for a cash refund. Store credit will be issued for the full amount of the item(s) returned.