Frequently Asked Questions (FAQS)

Orders

How do I place an order?

The customer must follow the on-screen instructions to complete the purchase process. The customer may always correct any errors in the information entered, change the contents of the shopping cart by adding or removing one or more products from the cart, or cancel the entire order during the purchase process before placing the order. By placing an order, the customer acknowledges and declares that they have read all instructions provided during the checkout process and fully accepts these Terms and Conditions. The customer places an order for products through the Website by clicking the "Pay" button at the end of the order process.

Once the order has been submitted, a "Thank you for placing your order with FLOWEL" page will appear, and the customer will shortly receive an email confirming receipt of the order. In accordance with Article 63 of the Consumer Law and Article 28 of the LSSI (Spanish Consumer Protection Act), the order confirmation email contains a summary of the Terms and Conditions, information on the essential characteristics of the purchased products, a detailed indication of the price and payment method, information on shipping costs, information on the conditions and methods for exercising the right of withdrawal, the address for submitting complaints, and information on support services and existing commercial guarantees.

If customers have any questions or concerns when placing an order, or if they wish to ask a question about a previous order, they can contact us via the contact form or by email at info@flowelbrand.com.

FLOWEL may not consider or process an order if there are insufficient guarantees of solvency, if orders are incomplete or incorrect, or if the products are no longer available. In these cases, we will inform you by email that the contract has not been executed and that FLOWEL has not executed the purchase order, specifying the reasons. All product orders are subject to availability. Therefore, if there are difficulties in supplying products, or if items are out of stock, we reserve the right to provide information about substitute products of equal or greater quality and value that the customer may order. If the customer does not wish to order these substitute products, we will refund any amount the customer may have paid.

I haven't received a confirmation email, what should I do?

Upon completion of your order, you will receive an automatically generated confirmation email from our online store. If you haven't received it, please contact us at info@flowelbrand.com.

I received a defective item. What should I do?

If you receive a defective product, please contact our customer service team at info@flowelbrand.com. You must include your order number and attach photographs of the towels and/or sarongs from all angles, as well as the part you believe is defective. Please provide us with as much information as possible, including your order number, the product you purchased and a description of the defect, and whether you prefer a refund or replacement.

You have 10 days, counting from the date you receive your order, to check whether it is in perfect condition or correct (for visible manufacturing defects, including packaging, accessories, or any errors in size or model). After this period, we do not accept returns for defects.

I received the wrong item. What should I do?

You have 10 days, counting from the date you receive your order, to check if it is in perfect condition or correct (for visible production defects, including packaging, accessories, or any errors in size or model).

If the product you received is not the one you purchased, please contact our customer service team at info@flowelbrand.com and they will tell you how to proceed.

Can I cancel or modify my order?

Our orders are processed automatically and almost immediately through our logistics, so we are unable to make changes or cancellations to most orders.

Please contact our team immediately at info@flowelbrand.com with your order information, and we will do our best to accommodate your request. During periods of high volume, we are unable to cancel or modify orders. We are not responsible for address errors once the package has left our facility.

Shipping and delivery

When will I receive my order? What is the shipping cost?

In the Peninsula: 2-5 business days (excluding Portugal). Balearic Islands: 5-7 business days.

*Express shipping service does not include weekend deliveries.

*During promotional periods, delivery times may be delayed due to high order demand.

AREA	DELIVERY TIME	SHIPPING COST
Spain - Peninsula	3 - 5 business days	Shipping 5 euros. Free for orders over 60 euros.
Balearic Islands and Portugal	5 - 7 business days	Shipping 7 euros. Free for orders over 60 euros.

Deliveries to the Canary Islands are currently not available, unless specifically requested via info@flowelbrand.com

Under no circumstances will FLOWEL be responsible for any costs incurred by customs or any delays therein. Shipments to destinations requiring customs clearance may require an additional 1 (one) day.

Furthermore, it is the customer's responsibility to ensure that the shipment is in good condition at the time of delivery. Therefore, if the box is found open or if the appearance of the packaging raises doubts or suspicions about breaches of the product's inviolability, the customer should not accept it. They should immediately notify FLOWEL via email at hola@theFLOWELbrand.com. Exceptional circumstances may arise that prevent these delivery times from being met, such as promotional periods, unforeseen events with the courier service, system updates, or circumstances of force majeure. However, FLOWEL undertakes to notify the customer in the event of any of the aforementioned events occurring.

If at the time of delivery, there is no one at the indicated address and the package cannot be delivered, our courier will contact the customer to find an alternative delivery solution. If, despite offering alternative delivery options, the package remains undeliverable repeatedly, it will be returned to our facilities and, once received, a refund will be issued for the product(s) purchased.

Initial shipping costs will not be refunded. If, once the order has been shipped and delivered within the specified timeframe, the customer refuses the package, they will be responsible for all incurred costs (shipping, customs, taxes, duties, etc.). These costs will be deducted from the refund.

How do I know where my order is?

Once you place your order, you'll receive periodic email updates about the steps you've completed. You'll also receive an email alert when your order leaves our warehouses with the shipping company's tracking number and a link to check the progress of your shipment.

Returns

How to return an order?

1. You must provide the email address used when placing your return and your order number. You can submit your return HERE.
2. Once you've selected the model and size, along with the reason for the return, you can provide a pickup address. A return label will be sent to you by email, which you must affix to the outside of the box. You can drop off the package at a pickup location (the ones closest to your zip code will be displayed) or arrange for a pickup at your address.
3. How to prepare your return? Place the products inside their box and then inside the shipping box we delivered them in. You must return them in perfect condition. Close the shipping box; you can use tape. If you don't have the shipping box, you can return them in any other box as long as it's properly sealed.
4. Once we have them in our warehouse, we will refund the amount of the products (it may take 15-20 days for the refund to appear in your account, depending on the bank). You will receive an email once the refund has been processed.

What are the conditions for making a return?

Returns are not accepted except in the case of defective products. You can return them within 10 calendar days from the date of receipt*. They must be returned in perfect condition, in their original box or packaging, with the label and all accessories.

Towels and sarongs must be returned in their original packaging and sealed.

Are size or model changes possible?

Our first collection of towels and sarongs is one size fits most. Size or style exchanges are not available.

What is the cost of the return?

RETURN COST AREA IN CASE OF DEFECTIVE PRODUCT

Spain - Peninsula €3

Balearic Islands and Portugal €3

Under no circumstances will FLOWEL be responsible for any costs incurred by customs or any delays therein. Shipments to destinations requiring customs clearance may require an additional 1 (one) day.

The costs of council fees, appraisals, or any other taxes at the destination will be borne by the recipient. Furthermore, it is the customer's responsibility to ensure that the shipment is in good condition at the time of delivery. Therefore, if the box is found open or if the appearance of the packaging raises doubts or suspicions about violations of the product's inviolability, the customer should not accept it. They should immediately notify FLOWEL via email at info@flowelbrand.com. Exceptional circumstances may arise that prevent these delivery times from being met, such as promotional periods, unforeseen events with the courier service, system updates, or circumstances of force majeure. However, FLOWEL undertakes to notify the customer in the event of any of the aforementioned events occurring.

If at the time of delivery, there is no one at the indicated address and the package cannot be delivered, our courier will contact the customer to find an alternative delivery solution. If, despite offering alternative delivery options, the package remains undeliverable repeatedly, it will be returned to our facilities and, once received, a refund will be issued for the product(s) purchased.

Initial shipping costs will not be refunded. If, once the order has been shipped and delivered within the specified timeframe, the customer refuses the package, they will be responsible for all incurred costs (shipping, customs, taxes, duties, etc.). These costs will be deducted from the refund.

How to prepare your return?

You must return the products in perfect condition, inside their box and in the shipping box in which they were delivered to you. The products must be returned in the same condition as when they were delivered to you, with all accessories, and the box must not have any writing or painting on it. You can seal the shipping box with the "FLOWEL sticker" that we provide during shipping. If you don't have the sticker, you can seal it with tape. If you don't have the shipping box in which we sent the shoes, you can return them without problem in any other box, as long as it is properly sealed.

How to get a refund?

Once the collection has been completed and the items have been received at our warehouse, we will refund the amount for the products (allow 7-10 days for the refund to appear in your account, depending on your bank). You will receive an email once the refund has been processed.

Can I return to a physical store?

At this time, returns are not available in physical stores.

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More information on return conditions.

Contact and customer service

How can I contact you?

Through our contact form or by email: info@flowelbrand.com

When is customer service available?

FLOWEL Customer Service is available Monday to Thursday from 9:00 a.m. to 1:00 p.m. and from 2:00 p.m. to 5:30 p.m., and Friday from 9:00 a.m. to 2:00 p.m., or you can contact us by email at info@flowelbrand.com. During July and August, FLOWEL Customer Service is available Monday to Friday from 8:00 a.m. to 3:00 p.m.

My account and newsletter

What are the benefits of registering with FLOWEL?

The main advantage of being registered is that all your order information is saved and you can log in with a username and password without having to fill out the form for each purchase.

Do I have to create an account to buy online?

No, it is not necessary, you can purchase as a visitor.

How can I change my FLOWEL account details?

Log in to "My Account" and click "Edit" where you want to change your information.

How can I cancel my FLOWEL account?

You must contact our customer service.

How can I unsubscribe from the newsletter?

You can unsubscribe by clicking on the following link

Product recommendations

How do I use my FLOWEL?

FLOWEL is a fashion brand of towels and sarongs. Our products are made to the highest quality standards. Not intended for sports use or on hard surfaces.

We use delicate, high-quality fabrics, such as organic cotton and recycled polyester, chosen for their aesthetic value and comfort. The most important thing is to make cleaning a regular habit; you can find our recommendations here.

Our towels have been subjected to temperatures of up to 50°C in INESCOP laboratories without suffering any deterioration. Therefore, we can assure you that FLOWEL towels and sarongs are prepared to withstand high summer temperatures without suffering any thermal damage.

Payments, promotions and gift vouchers

What are the payment options?

You can pay by bank card (Visa, Visa Electron, Mastercard and AMEX), Bizum, PayPal, Amazon Pay and Klarna

Is VAT included in the price?

Yes, prices are published with VAT included.

What happens if I pay in a currency other than the Euro?

You can make purchases normally, although payment will be made in euros. Currency exchange fees vary by bank. Please check with your bank for terms and conditions.

Why has my payment been rejected?

Your card may have been declined for one of the following reasons:

• The card may have expired. Please check the validity of your card.
• You may have entered some information incorrectly. Please check that you have filled out all the required fields correctly.
• You may have exceeded your credit limit. Contact your bank to verify that you have not exceeded the authorized purchase limit.

I have a discount code, how do I use it?

You must enter the code in the "Promotional Code" box that will appear during your purchase validation process.

Is it safe to order online?

Yes, it's completely secure. We guarantee high data protection in our online store. We use industry-standard Secure Socket Layer (SSL) technology to enable the encryption of potentially sensitive information, such as your name, address, and other critical information like your credit card details.

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