Where can I find information about shipping, exchanges and payment?
To make your shopping experience as pleasant and easy as possible, we have gathered all the information you might need under the “Shipping&Delivery” and “Exchange&Returns” categories. Here you can find relevant information regarding shipping, exchanges and payment.
Do I need to have an account to place an order?
You do not need to create an account prior to placing an order. For subsequent purchases, you can log into your account from the home page or at checkout.
How do I change the quantity of products in my bag?
You can remove items or change your quantity of products from the shopping bag, accessible in the top right corner of the website. Please note that you can make these changes on the checkout page as well.
How do I change the address in the checkout?
Your shipping address can be edited in the checkout phase prior to placing your order.
Can I change or cancel the order after I have placed it?
We are able to change or cancel your orders once the order has been confirmed. Just write e-mail for us: email@example.com
Where can I find my order details once it has been placed?
Once you click place order, we will send you a confirmation email with your purchase details. You can also view your order history from the account page on the website.
Which payment methods can I use?
Payments as well as refunds are invoiced in Euro (€). We accept Visa, MasterCard, American Express and Maestro cards. You can also choose to pay with PayPal or PaySera. when selecting this option at checkout, you will be directed to the PayPal or PaySera site to 'Log In' and review the amount shown before clicking 'Pay Now'.
Where do I enter a promotional code?
A promotional code can be entered in the promotion code field under order summary at checkout. Please ensure you enter your code prior to selecting place order.
Can I ship an order to a different country?
If you would like to pay via credit card, your billing and shipping addresses must have the same country location. In order to ship to a country that is different from your residence, you can pay via PayPal.
Where do I find the tracking number for my order?
Once your order has been shipped, you will receive an email with your tracking number. You can then use this number to follow the progress of your shipment.
How much does shipping cost?
We offer free standard delivery to all shipping locations for purchases with a 100 eur. minimum order value. To view shipping cost, please select your delivery location at checkout.
How long will it take for my order to arrive?
Standard delivery takes 6-14 business days; this may be extended during sale periods. Please refer to the checkout page for an updated estimate for your region.
Returns & Exchanges
How do I return an item that I have purchased?
If you are not satisfied with an item that you have purchased from our online shop, we are more than happy to help you with a return. The item can be returned within 14 days of delivery if it is unworn, unwashed, undamaged and in its original condition. Return instructions can be found on the returns form that you received in your parcel, or you can read more in Exchange & Returns.
How long does it take to receive a refund for a return?
We aim to provide refunds as soon as our team has received the returned parcel. However, during busy sale periods it can take up to one weeks to process a refund. Our team will send you an email as soon as the process is complete, and please feel free to get in touch if for any reason you have not received a refund within this time frame.
Can I exchange an item without placing a new order?
To exchange an item bought online, please return the item and place a new order online.
Safety of personal information
- Personal information and data presented by Buyer are used for orders only;
- The Seller can arrange questionnaires for the e-shop promotion purposes and ask Buyer for his/her opinion about it;
- Seller can send information to Buyer about products, services, sales and special offers;
- In case Buyer does not want to get any marketing information Buyer has to inform the Seller’s Customer Service;
Buyer agrees as follows:
- Seller can contact Buyer by e-mail or phone;
- Buyer’s contact information can be given to Delivery Company in order to contact Buyer for goods delivery purposes;
- Buyer agrees with terms and conditions of the Sellers e-shop including transfer of Buyer’s information to delivery service company;
- Buyer’s information will be used for the following purposes:
- For delivery of Buyer’s order;
- For additional Seller’s offers to Buyer by e-mail.
How do I unsubscribe to the newsletter?
If you would like to stop receiving newsletters from FLOW, kindly open your most recent email received. At the bottom of the newsletter is an unsubscribe button. Select this button to confirm your preference. You can also unsubscribe from the account page on the website.
I couldn’t find the information I was looking for on this page. What should I do?
Still have questions? We’re happy to help. Contact a member of our customer care team by phone or by email at firstname.lastname@example.org and we’ll assist you as soon as possible.
Phone: +370 650 99756
Monday - Friday, 9:00 - 17:00 CET
Saturday - Sunday, Closed
Our Customer Care team is English speaking.