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Orders and Delivery
All orders that you place on this website will be subject to acceptance in accordance with our terms and conditions and the terms of use detailed in this document. If you do not agree to our terms of use, please do not use this website.
To be eligible to purchase products on this website and lawfully enter into and form contracts on this website under English law you must:
- Register by providing your real name, telephone number, email address, payment details and any other requested information.
- Be over 18 years of age.
- Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable.
- Possess a valid credit or debit card issued by a bank acceptable to us.
On placing an order, you will be required to give us your name, email address, telephone number and credit/debit card details. It is important that you enter a correct and current email address as on receipt of your order we will send you an email acknowledging receipt of your order. This email will show your order in detail and give you the opportunity to check it for any errors. You should inform us immediately if anything is incorrect, otherwise we shall deem your order to be correct and proceed to process it. Please note that this email is not an order confirmation or order acceptance from us.
If any of the products you have ordered are not in stock we will send you an email informing you of this and will let you know when we expect those products to be available again for delivery to you.
Once we have processed your order (your payment has been received by us) and your item despatched, we will send you an email confirming that your order has been despatched. A legally binding contract between you and us arises at this point. If you decide to cancel your order after receiving this email you may be liable for the cost of returning the goods.
We require a current telephone number so that we may reach you if there is any problem with your order, or if your order requires a delivery quote. We may, unless you advise us otherwise, pass this information to our couriers or other agents in case they need to contact you to arrange the processing or delivery of your order.
Reasons why we may not be able to fulfill your order are as follows:
- Goods you ordered being temporarily out of stock or having been withdrawn from sale.
- Our inability to obtain authorisation for your payment.
- The identification of a pricing or product description error.
- Customers failing to reach any order criteria set out in our terms and conditions.
We reserve the right to reject any offer of purchase by you at any time. We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure but, in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.
Any 'made to order' items will be described as such on our website and will be ordered specially for you as a result of your placing an order for that product. If you wish to cancel your order for any 'made to order' item we must receive written notification from you within 7 working days of your order having been processed. After this time we regret to advise you that you will be charged a cancellation fee of 20% of the cost of the 'made to order' item(s).
Price and payment
We accept payment from most major debit and credit cards (Visa, Electron, Mastercard, Switch, Maestro/Solo).
You can also pay for your order by cheque, simply write to us with details of the products you wish to order, enclosing a cheque for full payment of your order. Please allow 5 working days for clearance before your goods are despatched.
The price you pay for any of our products is the price displayed on this website at the time we receive your order and will include VAT (where applicable) at the current rates. No other prices are applicable to these items. The total cost of your order is the price of the products ordered plus delivery. While we try and ensure that all prices on our website are accurate, occasionally errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
After we have received your order we will check your card details and stock availability before taking payment from your card. Goods are subject to availability. In the event that we are unable to supply the goods you have ordered, we will inform you of this as soon as possible. A full refund will be given where you have already paid for the goods.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this website whether or not that product has been sold.
Delivery
We currently deliver to Mainland UK only. This may change in the future though so do register with us to be kept informed of any changes!
We endeavour to pack and post all orders paid by credit/debit within 48 hours, subject to stock availability, unless the item in is 'made to order' or you have selected 'special delivery' (packed and posted same day). If an item is out of stock, we will notify you of the delay and despatch it to you as soon as it arrives unless you request cancellation of that order.
Delivery is to the address that you specify as the delivery address for your order. All orders are despatched via Royal Mail.
- Standard delivery: £4.95. Please allow 3-7 working days for your delivery.
- Express delivery: £9.95. Provided we receive your order before 12am (Monday to Friday) you will receive your goods the following working day.
Please note that all our goods are sent by registered post (except 'made to order' items which will be delivered by courier) and require a signature on delivery. All goods must be signed for by an adult aged 18 years or over on delivery. If you wish to specify a different delivery address for your order, i.e. a work address or an address for someone you are sending a gift to, please change your default address when you place your order. Please note that your billing address should always be the same address shown on the bank statement of the credit/debit card you have used for your order.
If you are not available to receive your order on delivery, a calling card will be left to which you will need to respond within 7 days for standard delivery or 21 days for next day delivery. Please be aware that if you do not respond to the calling card within this time period, the goods will be returned to us and a re-delivery charge will apply.
Some products, such as 'made to order' items, may incur an extra delivery charge. On receipt of your order for one of these items, we will contact you to let you know what this extra charge will be (based on the postcode of your delivery address) and to confirm that you accept this charge before adding it to your order. If you do not wish to pay the extra delivery charge for an item you may decline and receive a refund for that item. If you would prefer to receive a quote for the delivery of an item prior to ordering, please contact us at orders@flowshop.co.uk stating the product you are interested in and the postcode of where you would like the item delivered.
It is your responsibility to ensure that large items (i.e. baths, radiators) ordered from us will pass freely through doorways. Please be aware of any restricted passageways, stairs and awkward corners or turns. All of our products have their dimensions clearly displayed on our website so you should check for access for these items prior to ordering. Should you find that any item you have ordered does not fit through your access ways, we will not be able to refund your delivery charges and you will be responsible for arranging return delivery to us of this item, including insurance, at your own cost.
Risk of loss and damage of any products ordered by you passes to you on the date of delivery of those products, or on the date of first attempted delivery by us.
Returns, refunds and exchange
We are sure that you will be happy with the products purchased on our website but if you do wish to return an item to us then we aim to make it as quick and convenient as possible for you. Simply return the product to us within 7 working days of receipt of that product with details of your order, including your order reference, and your reason for returning the item (we welcome your comments as they help us improve our service to you). You must return the item to us unused, in the same condition in which you received it and with any product packaging.
We recommend that you use insured parcel post or special delivery to return any goods to us, and that you keep the receipt as proof of postage, as we cannot accept liability for goods lost or damaged in transport. We will exchange or refund any returned goods within 30 days of receiving them back from you and will notify you when your refund/exchange has been issued to you. Unfortunately, we are unable to refund the original delivery charge or return postage for returned goods or the cost of any gift wrap service included as part of your order unless the item is faulty.
If you wish to exchange goods and the new item you want costs less than the one you have returned we will refund you the difference. If you wish to exchange goods and the new item you want costs more than the one you returned an additional payment will be required by us before the new item can be despatched to you.
Refunds for items bought as gifts will be made to the original purchaser only. If you decide to exchange an item that was purchased for you, the original purchaser will be informed of the refund being issued to them.
If, as a result of your return you no longer fulfil the conditions under which we sent you a free gift (i.e. spending over £100), you must also return the free gift with the item or items you are returning.
Please note that any goods described as 'made to order' are absolutely non-refundable. This is due to the fact that these items will have been made specially for you as a result of you having placing an order for this item. Any such items will be described clearly as MADE TO ORDER on the website. In the event of any such item being faulty, you must inform us as soon as possible and stop using the item immediately.
Please return goods to Flow Ltd, Suite 37, 49 Effra Rd, London SW2 1BZ.
Faulty goods
If any item you have purchased from us is faulty, you must notify us within 48 hours of receiving it. Under these terms, we will refund any faulty goods, including their delivery costs, within 30 days of receiving them back from you.
If any item you have purchased from us develops a fault that is not due to normal wear and tear, you must contact us as soon as possible and stop using the item immediately.
Please be aware that once an item has been fitted (i.e. radiator, baths, basins, tiles etc), it cannot be returned. Any claims for faults arising in an item after it has been fitted should be taken up with the fitter first before recourse to us. We will investigate any faults we think may have arisen outside of the fitting, or the natural wear and tear of an item, providing you have followed the manufacturer's advice on caring for the item.
Aftersales and guarantees
Some items may carry a manufacturer's guarantee. If there is a registration card included with the item that needs to be returned to the manufacturer, please make sure that you fill in the details of your purchase and return it to the stated address on that card, otherwise the card may not be valid.
Please ensure that you keep any documentation supplied with the goods that tells you how to make a claim under the guarantee. A guarantee or warranty from the manufacturer may enable us to claim a free repair or replacement for you within a set time if the item develops a fault.
Products & product descriptions
We have tried our best to make all descriptions, weights, sizes, dimensions, colours and prices correct. However, the product information and photographs contained within our website are provided for illustrative purposes only and we cannot warrant that they are accurate. We reserve the right to withdraw any products from this website at any time and/or remove or edit any materials or content on this website.
You may wish to receive further information on a product in order to decide whether to purchase or order this item. In some instances we may be able to provide a sample of the material in which a 'made to order' product is made (i.e. Durat baths), aswell as technical drawings and/or maintenance instructions. Please contact us to discuss what further information we can provide you with in order to help you decide whether or not to purchase an item. We are always happy to help.
Distance selling regulations
You have the right to cancel the contract between us at any time up to the end of 7 working days after you receive the goods. To cancel, you must give written notice to Flow Ltd by post, fax or email quoting the reference number of your order, giving details of the goods ordered and (where appropriate) their delivery. We recommend that you send any letter by registered post, so that you can prove that you sent it within the given time frame.
A working day is any day other than weekends and bank or other public holidays. If you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to Flow Ltd at your own cost (the address to return the goods to is given below). You must take reasonable care to ensure the goods are not damaged in the meantime or in transit.
Once you have notified Flow Ltd that you are cancelling the contract, we will refund you within 30 days for any sum that has been paid by you or debited from your debit/credit card for the goods minus any delivery charges, unless the item is faulty in which case we will refund your delivery charges also.
Complaints
We take any complaints very seriously. If there is any aspect of our goods or services that you are not satisfied with, please contact us at customercare@flowshop.co.uk with as many details as possible of your complaint. We will endeavour to do all we can to investigate any complaint you make thoroughly and to your satisfaction.
Questions/Comments
If you have any questions/comments about orders or delivery please email us at orders@flowshop.co.uk, call us on 020 7733 7373 or write to us at our registered address, shown below.
Our details
This website is operated and owned by Flow Ltd registered in England & Wales. Company registration number 4908102. VAT number 832861716. Registered office address: Suite 37, 49 Effra Rd, London SW2 1BZ.
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