Frequently Asked Questions (FAQS)

Orders

How do I place an order?

The customer must follow the instructions on the screen to complete the purchase process. The customer can always correct any errors in the data entered, change the contents of the shopping basket by adding or removing one or more products from the basket or cancel the entire order during the purchase process before placing the order. By placing an order, the customer acknowledges and declares that he or she has read all the instructions given during the checkout process and fully accepts these Terms and Conditions. The customer places an order for products through the Website by clicking on 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 shortly after, the customer will receive an email confirming receipt of the order. In accordance with the provisions of article 63 of the Consumer Law and article 28 of the LSSI, 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 the payment method, information on shipping costs, information on the conditions and methods for exercising the right of withdrawal, the address for sending complaints and information on support services and on existing commercial guarantees.

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

FLOWEL may not consider and process an order if there are insufficient guarantees of solvency, if the 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 orders for products are subject to availability and, in this regard, if there are difficulties in terms of their supply, or if there are no items in stock, we reserve the right to provide information about substitute products of equal or higher quality and value that the customer may order. If you do not wish to order such substitute products, we will refund any amount that the customer may have paid.

I have not received a confirmation email, what should I do?

After completing your order, you will receive a confirmation email generated automatically from our online store. If you have not received it, please contact us at info@flowelbrand.com

I have received a defective item, what should I do?

If you receive a defective product, please contact our customer service team via email: info@flowelbrand.com. You will need to indicate your order number and attach photographs of the towels and/or sarongs from all angles as well as the part you consider defective. Please provide us with as much information as possible such as your order number, what the defective product is and a description of the defect, as well as whether you prefer a refund or a replacement.

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

I have received an incorrect item, what should I do?

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

If the product you have received is not the one you purchased, contact our customer service team via email: 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 with our logistics, so we cannot make changes or cancellations on 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 times of high order volume, we will not be able 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 working days (excluding Portugal). Balearic Islands in 5-7 working days.

*The express shipping service does not include deliveries on weekends.

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

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

Deliveries to the Canary Islands are not made at the moment, except for special requests via info@flowelbrand.com

In no case will FLOWEL be responsible for costs incurred by customs or for possible retention by them. Shipments to destinations that require customs clearance may require 1 (one) additional day.

Furthermore, it is the customer's responsibility to ensure that the shipment is in good condition upon delivery. Thus, if the box is open or if the appearance of the packaging gives rise to doubts or suspicions about violations of the inviolability of the product, the customer must not receive it, immediately notifying FLOWEL via email at hola@theFLOWELbrand.com. There may be exceptional situations 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 that any of the above events occur.

If at the time of delivery there is no one at the indicated address and the package cannot be delivered, our courier service will contact the customer in order to find an alternative delivery solution. If, despite having proposed alternative delivery solutions, the package continues to be undeliverable on repeated occasions, it will be returned to our facilities and, once received, a refund will be made for the product or products purchased.

Initial shipping costs will not be refunded. If, once the order has been sent and delivered within the specified time, the customer rejects the package, he or she will be responsible for all costs incurred (transport, customs, taxes, duties, etc.). These costs will be deducted from the refund amount.

How do I know where my order is?

Once you place your order, you will receive periodic email notifications about the completed steps. You will also receive an email alert when your order leaves our warehouses with the tracking number of the transport company and a link that you can use to check the progress of the shipment.

Returns

How to return an order?

1. You must indicate the email address you used when you placed the order and your order number. You can make your return HERE.
2. Once you have selected the model and size and the reason for the return, you can indicate a collection address. A return label will be sent to you by email, which you must stick on the outside of the box. You can drop off the package at a pick-up point (the ones closest to your postcode will appear) or arrange for a collection at your address.
3. How to prepare your return? Put the products inside their box and in turn inside the transport box in which we delivered them to you. You must return them in perfect condition. Close the transport box, you can use a seal. If you do not have the transport box, you can return them in any other box as long as it is well closed.
4. Once we have them in our warehouse, we will proceed to refund the amount of the products (between 15-20 days to see it reflected in your account, depending on the bank). You will receive an email when the refund has been made.

What are the conditions for making a return?

Returns are not accepted except in the case of a defective product. You can make a return within a maximum period of 10 calendar days from the date of receipt of the product*. It must be returned in perfect condition, in its original box or packaging, retaining the label and with all accessories.

Towels and sarongs must be returned in their original packaging and with the box closed.

Are size or model changes made?

Our first collection of towels and sarongs is one size fits all. No size or model changes are made.

What is the cost of return?

RETURN COST AREA IN CASE OF DEFECTIVE PRODUCT

Spain - Peninsula 3 €

Balearic Islands and Portugal 3 €

In no case will FLOWEL be responsible for costs incurred by customs or for possible retention by them. Shipments to destinations that require customs clearance may require 1 (one) additional day.

The costs of councils, appraisals or any other tax at destination will be the responsibility of the recipient. In addition, it will be the responsibility of the client to ensure at the time of delivery that the shipment is in good condition. Thus, if the box is open or if the appearance of the packaging gives rise to doubts or suspicions about violations of the inviolability of the product, the client must not receive it, immediately notifying FLOWEL via email at info@flowelbrand.com. Exceptional situations 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 client in the event that any of the events described above occur.

If at the time of delivery there is no one at the address indicated and the package cannot be delivered, our courier service will contact the customer in order to find an alternative delivery solution. If, despite having proposed alternative delivery solutions, the package continues to be undeliverable on repeated occasions, it will be returned to our facilities and, once received, a refund will be made for the product or products purchased.

Initial shipping costs will not be refunded. If, once the order has been sent and delivered within the specified time, the customer rejects the package, he or she will be responsible for all costs incurred (transport, customs, taxes, duties, etc.). These costs will be deducted from the refund amount.

How to prepare your return?

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

How to get a refund?

Once the collection has been made and received at our warehouse, we will proceed to refund the amount of the products (between 7-10 days to see it reflected in your account, depending on the bank). You will receive an email when the refund has been made.

Can I return in a physical store?

Any item purchased in our physical stores will have 30 days to request a return or exchange. You must keep the electronic receipt or physical ticket of the purchase. Its presentation at the establishment is necessary for any verification, exchange or return. The item must be returned in perfect condition. If you are not satisfied, we will refund your money. Only size or model changes will be accepted for items purchased in our physical store.

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More information on returns 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 from Monday to Thursday from 9:00 to 13:00 and from 14:00 to 17:30 and Friday from 09:00 to 14:00 or you can contact us by email at info@flowelbrand.com. In July and August, FLOWEL Customer Service is available from Monday to Friday from 08:00 to 15:00.

My account and newsletter

What are the advantages of registering with FLOWEL?

The main advantage of being registered is that all the information regarding your orders is saved and allows you to access with a username and password without having to fill out the form for each purchase.

Do I have to create an account to purchase 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" wherever you want to change your details.

How can I cancel my FLOWEL account?

You must contact our customer service.

How can I unsubscribe from the newsletter?

You can cancel your subscription 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 manufactured to the highest quality standards. Not intended for sports use or rough 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. Here are our recommendations.

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

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 as normal, although the payment will be made in Euros. The fees for currency exchange depend on the bank, please check the conditions with your bank.

Why was my payment declined?

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

• The card may be expired. Please check the validity of your card.
• You may have entered some incorrect information. Please check that you have filled out all the required fields correctly.
• You may have exceeded your credit limit. Please 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 is completely safe. 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 critically sensitive information such as your credit card details.

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