Terms of service
Last updated: 25-08-2026
Overview
This website is operated by Flow & Co. London (“we”, “us”, “our”). Throughout the site, these terms apply to all users, including browsers, customers, and content contributors. By visiting our site and/or placing an order, you agree to be bound by these Terms of Service.
Please read these Terms carefully before using our website. If you do not agree with any part of these Terms, please do not use our website or place an order.
Our store is hosted on Shopify Inc., which provides the e-commerce platform enabling us to sell our products and services.
Section 1 — Company Information
Trading as: Flow & Co. London
Legal entity: YoronEcom
KvK (Chamber of Commerce) number: 98483374
Registered address: 1325SC Viscontistraat 68
Email: hello@flowboutique.co.uk
Customer service hours: Monday–Friday, 9:00–17:00 (CET)
This address is the company’s registered business and administrative office.
It is not used for returns or product fulfillment.
If you would like to return a product, please contact our customer support team before sending any items back. This allows us to assist you quickly and ensure your return is processed smoothly. Please note our return address is disclosed in our Return Policy.
Once your return request is approved, you will receive clear instructions on how to proceed with the return.
Section 2 — Acceptance of Terms
By accessing or browsing our website, creating an account, or placing an order, you confirm that you have read, understood, and agree to these Terms of Service, our Privacy Policy, and our Returns Policy.
You confirm that you are at least 18 years old, or have the permission of a parent or legal guardian, and that you will use our website and products only for lawful, personal, non-commercial purposes.
Section 3 — Product Information & Descriptions
We make every reasonable effort to ensure that product descriptions, sizing information, material composition, care instructions, pricing, and images are accurate and up to date. Please note:
- Colours may vary slightly depending on your screen settings and lighting.
- Sizing may vary slightly between styles; please refer to our size guide.
- Typographical or unintentional pricing/description errors may occasionally occur. In such cases, we reserve the right to correct the error and, where an order has already been placed at an incorrect price, to cancel the order and issue a full refund, or to contact you to confirm whether you wish to proceed at the correct price.
- Product availability is subject to change without notice.
If you receive an item that does not match its description due to our error, please contact us within 14 days of delivery, including photographic evidence where the issue relates to a visible defect or discrepancy, and we will resolve the issue. Claims made without supporting evidence, or made significantly outside this window, may be declined at our discretion, without prejudice to your statutory rights under Section 8 and Section 11.
Website content, including product images, blog content, and marketing copy, is provided “as is” for general informational purposes and does not constitute a guarantee, professional advice, or a binding representation beyond the specific product description accompanying each item for sale.
Section 4 — Account Registration
You may create an account to track orders, save addresses, and view order history. You are responsible for:
- Providing accurate and complete information;
- Keeping your password secure and confidential;
- Notifying us immediately of any unauthorised access to your account.
We reserve the right to suspend or terminate accounts that violate these Terms or engage in fraudulent activity.
Section 5 — Ordering Process
Orders are placed by browsing our site, adding items to your cart, and completing checkout with payment. You will receive an order confirmation email once payment has been successfully processed. This confirmation email marks the point at which a binding contract is formed between you and us.
Until you receive this confirmation, you may withdraw your order at any time without cost.
We reserve the right to refuse, limit, or cancel any order at our sole discretion, including but not limited to orders where: fraud or unauthorised card use is suspected; an item is unexpectedly unavailable; a pricing or description error has occurred; the order appears to originate from a reseller rather than an end consumer; or the order forms part of a pattern of abuse of our promotions, returns policy, or delivery insurance. If we cancel your order for any reason other than your own breach of these Terms, you will receive a full refund within a reasonable time.
We are under no obligation to explain the specific reasoning behind a refused or cancelled order where doing so could compromise our fraud-prevention measures.
Section 6 — Order Cancellation Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. We will do our best to accommodate cancellation requests, but cannot guarantee this once an order has entered fulfilment, as our processing is largely automated.
This service-based cancellation window is separate from, and does not replace or limit, your statutory right of withdrawal described in Section 8 below, which applies regardless of dispatch status.
Section 7 — Pricing & Payment
Prices may change at any time, but changes will not affect orders already confirmed. Payment is processed securely at checkout; we do not store your complete card details.
All prices are displayed in British Pounds (£).
Section 8 — Right of Withdrawal (14-Day Cooling-Off Period)
As a consumer, you have the right to cancel your order and return your item(s) within 14 days, without giving any reason. This period begins on the day after you (or a person you have nominated) receives the goods.
To exercise this right, you must inform us of your decision to withdraw within this 14-day period by clear written statement (e.g. email). You must then return the goods within a further 14 days of notifying us.
While in your possession, you should handle the goods with reasonable care — you may examine them as you would in a shop, but excessive use may affect any refund. Items must be returned unworn, unused, with tags attached, and in their original packaging where reasonably possible.
Return shipping costs are the customer’s responsibility unless the item is faulty or was sent in error.
Exceptions: the right of withdrawal does not apply to goods made to your specification, hygiene-sealed items where the seal has been broken, or items that have deteriorated or clearly been worn.
Section 9 — Refunds
Once we have received and inspected your returned item(s), we will process your refund within 14 days, to your original payment method. We will notify you by email once your refund has been issued.
Section 10 — Order Processing & Delivery
Orders are typically processed within 1–3 business days after payment confirmation; this may take longer during peak periods. Estimated delivery is 7 business days depending on destination. A tracking number will be provided once your order ships.
Processing and delivery times are estimates, not guarantees. We are not responsible for delays caused by customs processing, extreme weather, or carrier issues beyond our control, though we will assist you where possible.
Risk of loss and title to the goods passes to you upon delivery to the address you provided, except that where goods are lost or damaged in transit before reaching you, we will investigate and — where appropriate — arrange a replacement or refund. This does not affect your statutory rights.
An order is considered delivered when carrier tracking confirms delivery to the address provided at checkout. We are not responsible for packages marked as delivered by the carrier; if you believe a tracked-as-delivered package was not received, please check with household members, neighbours, or your local delivery office, and report this to us within 7 days so we can raise it with the carrier. Claims for lost or damaged parcels must be reported within 14 days of the expected delivery date and, where applicable, supported by photographic evidence of damage or of the delivered packaging.
It is your sole responsibility to provide a complete and accurate shipping address at checkout. We are not liable for non-delivery or misdelivery resulting from an incorrect or incomplete address supplied by you. Address corrections must be requested within 24 hours of placing your order; once an order has been dispatched, we cannot guarantee that an address change or redirection is possible, and any resulting redelivery or return-to-sender costs may be passed on to you.
Section 11 — Conformity & Faulty Goods
We warrant that our products correspond to their description and are of satisfactory quality, in accordance with applicable consumer protection law, including the UK Consumer Rights Act 2015 for UK consumers.
If you receive a faulty, damaged, or incorrectly delivered item, please contact us within a reasonable time of discovering the fault, and in any event no later than 30 days after delivery where possible, so that we can arrange a repair, replacement, or refund as appropriate. This is in addition to, and does not affect, the 14-day right of withdrawal in Section 8.
This warranty does not apply to damage caused by normal wear and tear, misuse, or unauthorised repair/modification.
Section 12 — Liability
To the fullest extent permitted by law, we are not liable for indirect, incidental, special, or consequential losses arising from your use of our website or products, including loss of profit, loss of data, loss of anticipated savings, or wasted time, even where we have been advised of the possibility of such losses.
Our website, its content, and our Service are provided “as is” and “as available.” We do not guarantee that the website will be uninterrupted, secure, or error-free, and you use it at your own risk, save where this would conflict with a right that cannot lawfully be excluded.
Our total aggregate liability to you for any and all claims arising out of or relating to a single order — whether in contract, tort, or otherwise — shall not exceed the total amount paid by you for that order, except where a higher or unlimited liability cannot lawfully be excluded (for example, liability for death or personal injury caused by our negligence, or liability that cannot be excluded under mandatory consumer protection law).
Nothing in these Terms limits or excludes any right that you may have under applicable mandatory consumer protection law, including your rights under the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where any provision of this Section would otherwise conflict with such mandatory rights, that provision is limited only to the extent necessary to comply, and the remainder of this Section continues to apply in full.
Indemnity. You agree to indemnify and hold us, our officers, employees, and agents harmless from any claim, loss, liability, or expense (including reasonable legal costs) arising from: your breach of these Terms; your misuse of the website; or your violation of any law or third-party right, except to the extent such claim arises from our own breach or negligence.
Section 13 — Force Majeure
We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including natural disasters, war, government restrictions, strikes, or carrier/supplier failures. In such cases, our obligations are suspended for the duration of the event, and we will keep you informed where possible.
Section 14 — Complaints Procedure
If you have a complaint, please contact us at hello@flowboutique.co.uk with your order number and a description of the issue. We aim to acknowledge complaints within 2–5 business days and to work with you towards a fair resolution.
Section 15 — Intellectual Property
All content on this website — including text, graphics, logos, images, and product photography — is the property of Flow & Co. London or its licensors and is protected by copyright and trademark law. You may not reproduce, distribute, or use this content for commercial purposes without our prior written permission.
Section 16 — Reviews & User Content
By submitting a product review, comment, or other content to us, you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, edit, and publish that content in connection with our website and marketing, in any format. You confirm that any content you submit is your own genuine experience, does not infringe any third party’s rights, and does not contain unlawful, defamatory, or offensive material. We reserve the right to remove or decline to publish any submitted content at our discretion.
Section 17 — No Waiver, Entire Agreement & Severability
Our failure to enforce any right or provision of these Terms at any time does not constitute a waiver of that right or provision, and does not prevent us from enforcing it at a later date.
These Terms, together with our Privacy Policy and Returns Policy, constitute the entire agreement between you and Flow & Co. London regarding your use of our website and purchases, and supersede any prior agreements or communications on the same subject, save for any representation made fraudulently.
If any provision of these Terms is found by a court or regulator to be unlawful, void, or unenforceable, that provision will be limited or severed to the minimum extent necessary, and the remaining provisions will continue in full force and effect.
Section 18 — Prohibited Use
You agree not to use our website for unlawful purposes, to transmit malicious code, to attempt unauthorised access to our systems, or to use automated tools (bots/scrapers) to access the site. Violation may result in suspension or termination of your access.
Section 19 — Changes to These Terms
We may update these Terms from time to time by posting the revised version on this page, with an updated “Last updated” date. Continued use of our website following any changes constitutes acceptance of the revised Terms. Material changes affecting orders already placed will not apply retroactively to those orders.
Section 20 — Governing Law & Jurisdiction
These Terms are governed by the laws of the Netherlands. Notwithstanding this choice of law, where you are a consumer resident in the United Kingdom, you continue to benefit from any mandatory consumer protections provided under UK law that cannot be excluded by agreement.
Any disputes that cannot be resolved amicably shall be subject to the jurisdiction of the competent courts in the Netherlands, without prejudice to any mandatory right you may have to bring proceedings in your own country of residence under applicable consumer protection rules.
Section 21 — Contact
Flow & Co. London
Email: hello@flowboutique.co.uk