Refund policy
Returns
We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. To be eligible for a return, the item must be in the same condition as when you received it – unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, please contact us at contact@floowaco.com. Please note that returns must be sent to the following address: [INSERT RETURN ADDRESS]
If your return is approved, we'll send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If you have any questions about returns, feel free to contact us at contact@floowaco.com at any time.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and resolve it.
Exceptions / Non-Returnable Items
Certain items cannot be returned, such as perishable goods (e.g. food, flowers, or plants), custom-made products (e.g. special orders or personalised items), and personal care products (e.g. cosmetics). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is approved, place a separate order for the new item.
14-Day Cooling-Off Period for the European Union
Notwithstanding the above, if your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving a reason. As stated above, your item must be in the same condition as when you received it – unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Refunds
We will notify you once we've received and inspected your return, and let you know whether the refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it may take some additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at contact@floowaco.com.
Updated: March 2026
Right to Cancel under the Consumer Contracts Regulations 2013
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods.
Right to Cancel
You may cancel your order within 14 days of delivery. To exercise this right, please contact us at: contact@floowaco.com. You will then have a further 14 days to return the item.
Return Conditions
Items must:
- be unused and in resaleable condition
- be returned in their original packaging
We reserve the right to refuse returns that do not meet these conditions.
Return Shipping Costs
Return shipping costs are the customer's responsibility. Original shipping costs are non-refundable.
Refunds
Refunds are processed within 5–10 business days after the returned item has been inspected. We reserve the right to reduce the refund amount if the item shows signs of use.
Damaged or Incorrect Items
You must contact us within 48 hours of delivery with photographic evidence. Where applicable, we will offer a replacement or a refund.
Chargebacks & Disputes
Customers agree to contact us directly before opening a dispute with their payment provider. We are committed to resolving issues quickly and fairly. Unauthorised chargebacks may be contested with supporting evidence, including order confirmation, tracking information, and acceptance of our policies at checkout.