Refund policy

Returns, Refunds & Cancellations Policy

At Flow & Co. London, we want you to feel confident when shopping with us. This policy explains how returns, refunds, exchanges, damaged items, and cancellations are handled.

Nothing in this policy affects your statutory consumer rights.

1. Return Period

You have 14 days after receiving your order to notify us that you wish to return an eligible item.

If your order is delivered in multiple shipments, the 14-day period starts on the day you receive the last item from your order.

After notifying us that you wish to return an item, you have a further 14 days to send the item back.

To start a return, please contact:
hello@flowboutique.co.uk

Please include your order number and the item(s) you wish to return.

1. Conditions for Returns

For change-of-mind returns, please take reasonable care of the products while they are in your possession.

You may inspect and try on clothing in the same way you reasonably would in a physical store.

Where reasonably possible, returned items should be:

• Unworn other than for trying on
  • Unwashed
  • Undamaged
  • Returned with their original labels attached
  • Returned with the original packaging where available

If an item has been handled beyond what is reasonably necessary to inspect it, and this results in a reduction in value, we may make an appropriate deduction from the refund where permitted by law.

1. Items Excluded from Change-of-Mind Returns

Certain products may not be eligible for change-of-mind returns where a legal exception applies. This may include:

• Personalised or custom-made products
  • Sealed products not suitable for return for health or hygiene reasons once the seal has been removed
  • Earrings and other hygiene-sensitive items where a hygiene seal has been removed

1. Damaged, Faulty or Incorrect Items

If you receive an item that is damaged, faulty, or different from what you ordered, please contact us as soon as possible at hello@flowboutique.co.uk, providing:

• Your order number
  • A description of the issue
  • Photos or a short video where reasonably possible

Photos and videos help us assess the issue quickly, but requesting this information does not remove your statutory consumer rights.

Where an item is confirmed to be faulty, damaged, or incorrect, we will provide an appropriate solution in line with your legal rights, which may include a replacement, a repair where appropriate, or a full or partial refund.

1. Return Shipping Costs

For change of mind returns, the direct cost of returning the item is the responsibility of the customer.

Our designated return warehouse is located in Asia.

International return shipping costs vary depending on the courier, parcel size, weight, and selected service. As a general indication, return shipping may cost approximately £25.

We do not add a restocking fee to eligible statutory returns.

If an item is faulty, damaged, or incorrect and you are legally entitled to return it at our expense, we will cover reasonable return costs or provide prepaid return instructions.

1. Return Address

Please do not send returns to the address shown on the original shipping label, or to our registered business address, unless our customer service team specifically instructs you to do so. The address on a shipping label may belong to a carrier or logistics facility that cannot process customer returns.

Always contact us before returning an item. Once your return request has been registered, we will provide the correct return instructions and address. Returns sent to an unauthorised address may not reach us and may delay your refund.

1. Partial Returns

You may return only part of an order — you are not required to return all items if you only wish to return one or more products. Any refund will be calculated based on the items actually returned and any applicable promotional conditions.

1. How to Start a Return

To request a return, email hello@flowboutique.co.uk with:

• Your full name
  • Your order number
  • The item(s) you wish to return
  • The reason for the return, where applicable

For damaged, faulty, or incorrect products, please also include photos or a short video where reasonably possible so we can assist you more efficiently. Our customer service team will then provide the correct return instructions.

1. Refunds

Once a valid return has been received and processed, your refund will be issued to your original payment method.

For statutory cancellation returns, we will issue the required refund no later than 14 days after receiving the returned goods, or, where applicable, after receiving sufficient evidence that the goods have been sent back.

Once we have issued a refund, your bank or payment provider may require additional processing time before the funds appear in your account. This processing time is outside our control.

1. Original Delivery Costs

If you cancel and return your entire eligible order under your statutory cancellation rights, we will also refund the cost of our standard delivery option, where a delivery fee was charged.

If you selected a more expensive or premium delivery method, we are only required to refund an amount equal to our standard delivery cost.

If you return only part of your order, the original delivery charge may not be refundable.

1. Exchanges

If you would prefer an exchange, please contact our customer service team. Exchanges are subject to product availability. Where an exchange is not available, you may return the eligible item and place a new order. Your statutory rights are not affected.

1. Lost or Undelivered Parcels

If your parcel has not arrived, please contact us so we can investigate with the carrier.

Goods remain our responsibility until delivered to you (or to a person you have nominated), except where you independently arranged a carrier not offered by us.

If your parcel is confirmed lost in transit and cannot be delivered, we will offer an appropriate solution, such as a replacement shipment or a full refund for the undelivered goods.

If your order has not arrived within 30 days of purchase, please contact us immediately so we can investigate.

1. Incorrect or Incomplete Delivery Address

You are responsible for providing an accurate and complete delivery address at checkout.

If a parcel cannot be delivered because the address supplied was incorrect or incomplete, please contact us. If the parcel is returned to our fulfilment facility, we may be able to arrange redelivery once the correct address has been confirmed; additional delivery costs may apply where the delivery failure resulted from incorrect information supplied at checkout.

We recommend reviewing your shipping details carefully before completing your purchase.

1. Unclaimed or Refused Parcels

If a parcel is not collected from the carrier, or is refused at delivery, it may be returned through the carrier’s network. Refusing a parcel does not guarantee it will automatically reach our designated return address.

If you wish to cancel or return your order, please contact us directly so we can provide the correct instructions. If a parcel has already been refused or returned to sender, contact us with your order number and tracking information so we can investigate its status.

1. Order Cancellations

Our fulfilment process is largely automated. If you would like us to stop an order before it enters fulfilment, please contact us within 5 minutes of placing your order — after this point, the order may already be in processing and we may no longer be able to intercept or amend the shipment.

This operational 5-minute window is a service we offer for convenience and does not affect your statutory cancellation rights in any way. You may still inform us at any time that you wish to cancel your eligible order; if the parcel has already entered fulfilment and cannot be intercepted, you may need to receive it and return it using the procedure described in this policy.

Cancellation requests can be sent to hello@flowboutique.co.uk.

1. Contact Information

If you have any questions about a return, refund, exchange, or cancellation, please contact us.

Trading as: Flow & Co. London
Legal entity: YoronEcom
KvK (Chamber of Commerce) number: 98483374
Registered address: 1325SC Viscontistraat 68
Email: hello@flowboutique.co.uk

This address is the company’s registered business and administrative office.

It is not used for returns or product fulfillment.