Shipping, Returns & Exchanges
Shipping
A discreet parcel
All FlowFlow orders are shipped in neutral outer packaging, with no imagery or wording that could identify the nature of the Products. The shipping label only contains the information needed to deliver the parcel.
A confirmation email is sent when the order ships, with a tracking link or number where available.
Delivery areas and shipping rates
We deliver to mainland France and to the other countries of the European Union, only to the destinations offered at checkout. French overseas departments and territories, the United Kingdom, Switzerland and Norway are not currently served.
Pickup-point and home delivery are free with no minimum purchase in mainland France. From €200 of purchases after discounts, delivery is free for all available methods, including express, in mainland France and in the other EU countries we serve.
Available delivery methods and their rates depend on the destination, the address and the contents of the order. They are shown before payment is confirmed.
Delivery times
In mainland France, delivery usually takes 2 to 5 business days from dispatch, depending on the delivery method chosen. For other destinations served, estimated delivery times are shown when placing the order.
These times are estimates and may vary in exceptional circumstances.
In the event of a delay, FlowFlow will inform the Customer. The Customer’s statutory rights regarding delivery remain applicable.
Returns — 30 days to change your mind
A return can be requested within 30 days of receipt, without giving a reason: 14 days under the statutory right of withdrawal, plus 16 additional days offered by FlowFlow.
For products covered by the hygiene exception below, the hygienic seal must remain intact. From the 15th to the 30th day, products must also be unused, complete and in their original condition and packaging.
The product must be sent back within 14 days of notifying us of the return. These periods are expressed in calendar days, subject to the statutory rules on calculation and extension. Where the products of a single order are delivered separately, the statutory withdrawal period starts on receipt of the last product.
Returns are free using the prepaid label provided by FlowFlow, at a pickup point or through another free-of-charge solution if needed.
Exception to the right of withdrawal for hygiene reasons
Pursuant to Article L.221-28, 5° of the French Consumer Code, the right of withdrawal cannot be exercised for Products that have been unsealed after delivery and cannot be returned for reasons of health protection or hygiene.
For the Products concerned, the plastic film sealing the Product box constitutes the hygienic protective seal. Once this plastic film has been opened, removed, torn or damaged after delivery, the Product is considered unsealed and can no longer be returned under the right of withdrawal, for hygiene reasons.
Products subject to this exception are identified as such on their product page.
It is therefore recommended to inspect the Product and its outer packaging before opening or damaging the protective plastic film.
This exception to the right of withdrawal does not affect the statutory guarantees applicable in the event of a defective or non-conforming Product.
How to return a Product?
- Send an email to support@flowflowfrance.com with your Order number and the Products you wish to return.
- FlowFlow sends you the prepaid label and the instructions needed to arrange the return. For the statutory withdrawal, the date taken into account is the date the Customer sends their statement, without waiting for FlowFlow to confirm it.
- Pack the Product, print the label and stick it on the parcel, covering any old labels.
- Drop the parcel off at a pickup point of the indicated network that accepts returns, and keep the proof of drop-off.
FlowFlow checks the condition of the Product and its hygienic seal on receipt.
Refunds
Refunds are made to the payment method used for the purchase, unless another method is expressly agreed, at no additional cost.
What amount is refunded?
- Withdrawal within the 14-day statutory period: the price of the Products concerned is refunded. If the withdrawal covers the whole Order, the initial delivery costs are also refunded, up to the cost of the standard delivery method offered. Additional costs resulting from the express choice of a more expensive delivery method, such as express delivery, are not refunded.
- Commercial return from the 15th to the 30th day: only the price paid for the returned Products is refunded; the initial delivery costs are not refunded.
If delivery was free, no delivery costs are deducted from the refund. For a partial return within the statutory period, delivery costs are refunded under the conditions set out by law.
When is the refund made?
- Statutory withdrawal: within 14 calendar days of receiving the withdrawal decision. FlowFlow may wait until it has received the Product or proof that it has been sent, whichever comes first.
- Commercial return from the 15th to the 30th day: within 14 calendar days of receiving the Product, provided the return conditions are met.
Defective or non-conforming Product
Contact support@flowflowfrance.com with your Order number, a description of the problem and, if possible, photos or a video.
If a Product is defective or non-conforming, the statutory guarantees apply and may in particular entitle the Customer to a repair, a replacement, a price reduction or a refund.
The costs needed to implement the statutory guarantee are covered in accordance with the law.
The Product may have been opened or used: the hygienic protective film does not need to be intact to benefit from the statutory guarantees.
FlowFlow will tell the Customer how the return or handling will be arranged for their situation.
The statutory guarantee of conformity applies to lack of conformity appearing within 2 years of delivery of the Product, under the conditions set out by law.
Exchanges and guarantees
A Product that is unopened, still sealed and in its original condition can be exchanged within 30 days of receipt, subject to availability.
To arrange an exchange, contact support@flowflowfrance.com. Before confirming, FlowFlow will tell you about any price difference and any shipping costs for the new Product. The return at a pickup point is free with the label provided.
For a replacement under the statutory guarantee of conformity, the guarantee period applicable to the replaced Product is the one set out by law.
Commercial exchanges do not affect the statutory right of withdrawal or the statutory guarantees, in particular the guarantee of conformity and the guarantee against hidden defects.