FAQ

1.ORDERS

Do I need an account to place an order?

It is not mandatory to have an account in order to checkout. However, we recommend placing your order via an account as it will allow you to easily access your order history and order status anytime.

What’s the status of my order?

Once your order is completed, we will send you an order confirmation email. You will also receive a shipping confirmation email with the tracking number once your order has been shipped. Please check your spam and promotions folders in case the email landed there.

If you haven’t received any emails, please reach out to orders@flowywear.com.

Can I change or cancel my order?

Please note that orders cannot be changed or canceled once processed. If you wish to change or cancel your order, please contact us within 24 hours of placing your order at orders@flowywear.com, along with your order number.

2.PAYMENTS

Are payments secure?

Our website's payment processor is certified LEVEL 1 PCI DSS, which guarantees the highest standard of safety for payments made on our website.

What payment methods can I use?

We accept the following types of payments: VISA, MasterCard, American Express, China UnionPay, Apple Pay and Google Pay.

What currency can I pay in?

All payments are due in euro. In case your bank account is in a different currency, then your bank may include additional currency conversion fees. Please contact your bank for further information. Please note that we are unable to cover these extra costs.

How can I apply my FLÕWY E-Gift Card to my order?

If you have any E-Gift Card and/or discount code, you can redeem it on the “Payment” page during your checkout, by entering it in the “Gift card or discount code” field. Once applying the E-Gift Card and/or discount code, the purchase price will be reduced in case of qualifying items. Please make sure that you actually added the E-Gift Card and/or discount code to your order, as we are unable to apply discounts once an order is finalized.

3.DISCOUNTS

How can I get a discount on my order if I’m a new customer?

We are happy to offer all new customers with a one-time discount of 10% that applies towards purchased products during the first order. You can obtain your discount code after signing up to our newsletter. Please note that this discount code does not apply towards the shipping fee.

Where can I enter my discount code?

In order to apply a discount on your order during your checkout, you need to enter the discount code in the “Gift card or discount code” field, which you can find on the “Payment” page of your checkout.

Can I use more than one discount code at checkout?

You may only use one discount code per checkout.

4.SHIPPING

What are made to order items?

A made to order item is not yet in stock, which means that we only start its production once you place your order. This helps us to eliminate oversupply and waste, while also making your item more unique and special as it is being specifically produced for you.

How long will it take to process and ship out my order?

We pride ourselves in preparing your order with the highest care and attention to detail. A made to order item will ship out 1-2 weeks after your purchase. 

Do you offer green shipping?

We ship every order with 100% carbon-neutral shipping. You can learn more here.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with the tracking number. 

Which courier company do you ship with?

We currently ship via DPD and FedEx.

What countries do you ship to?

We ship worldwide, with a few exceptions. At the present moment, we are unfortunately unable to ship to the following countries: the Russian Federation, Ukraine, Azerbaijan, Georgia, Bahrein.

How much does shipping cost?

Please refer to our Shipping Policy here for detailed shipping costs.

Does FLÕWY cover import duties and taxes?

FLÕWY is not liable for any custom clearance charges and fees. Such charges will be your responsibility and will be collected from you by the shipping company upon delivery. For more information, please see our Shipping Policy here.

How long does delivery take?

From the time you receive the shipping confirmation email, delivery usually takes 1-2 business days within Hungary, 3-5 business days within the EU and up to 7 business days for other delivery locations. Please note that these times are only estimates and may vary due to circumstances out of our control.

What should I do if my package is lost?

We encourage you to reach out to the shipping carrier with your tracking number as they will have the most up-to-date information regarding your package. If you need further assistance, you may also reach out to us at orders@flowywear.com.

Is the packaging eco-friendly?

Yes, all our packaging is 100% eco-friendly. You can learn more here.

5.RETURNS AND REFUNDS

What are the conditions to return my item?

You may return any item in its original condition (unworn, clean, unwashed and undamaged) with all original tags attached and its original packaging, within fourteen (14) days from the date you received your order. Any items that don't meet the above criteria or are returned beyond the 14-day return window, will not be eligible for a refund. Please note that hair accessories are not eligible for return and refund due to hygiene reasons.

How can I return an item?

Please follow the steps outlined in our Return Policy in order to lodge a return.

How long does it take to process my return?

Our team will send you a confirmation email once we've received your return. We will then process your return within  3-4 business days. 

How long does it take to process my refund?

Once we’ve processed your return, we will issue your refund and send you a refund confirmation email. Please note that it may take up to 5-7 days for the refund to show in your statement, depending on your bank.

Can I exchange my item?

At this point, FLÕWY is unable to offer product exchanges. If you like your item but need it in a different size or color, we kindly ask you to lodge a return for the original item and then place a new order.

What should I do if I receive a faulty item?

We hope this never happens, however, in the event that you receive a faulty item (e.g. damaged or different from the one you ordered) please contact us within 24 hours of receiving your order at orders@flowywear.com with your order number and a picture of the defect, and we will find a solution as quickly as possible.

Do you refund shipping costs?

Shipping costs are non-refundable.

Do you refund custom duties and taxes?

FLÕWY is unable to reimburse or refund any duties and taxes associated with the delivery and return of items.

What should I do if my returned package gets lost on its way to your warehouse?

In such a case, we advise you to reach out to your chosen courier or local post to see if the package can be located. Customers are responsible for the returned items until they arrive at our warehouse address and as such, we are unable to be held liable for missing or lost returned items. To avoid such cases from happening, we recommend using a registered postal service with tracking.

6.PACKAGING

Is the FLÕWY packaging sustainable?

Yes, our packaging is 100% sustainable. 

What is the packaging made of?

We only use FSC-certified and recycled materials for our packaging. All our packaging is plastic-free.

What are FSC-certified materials?

FSC stands for Forest Stewardship Council, an organization that bestows labels upon forest products that have been sourced in an environmentally friendly and socially responsible way.

Is the FLÕWY sticker recyclable?

Normally, stickers aren’t recyclable due to the adhesive backing which may contaminate paper recycling. However, we have been committed to make all our packaging sustainable, and therefore we have designed our FLÕWY stickers to be 100% recyclable. Our stickers are made from FSC-certified materials, without PVC and with a special water-based adhesive.

Is the FLÕWY tape recyclable?

Just like usual stickers, tapes cannot be recycled normally due to their adhesive layer. However, similar to our stickers, our tape is 100% recyclable as well, as it is made out of a special kraft paper and with water-based adhesive.

7.FLÕWY FOREST

Why do you plant trees?

Trees are an essential part of our ecosystem and play a major role in reducing the impacts of climate change: they help to clean the air that we breathe, filter the water that we consume and provide habitat to over 80% of the world’s terrestrial biodiversity. As trees are vital to our world, we consider it our responsibility as a sustainable brand to support reforestation efforts around the world.

Who is One Tree Planted?

One Tree Planted is a 501(c)(3) non-profit organization, recognized internationally as one of the most impactful charities for reforestation. We are proud to partner with them in a shared vision of working together towards a more sustainable tomorrow.

Do you plant a tree for every order?

Yes, we plant a tree after each order.

How does the project work?

At the end of each month, we conclude the number of products sold in that month and then transfer the funds to One Tree Planted, who plant the trees on our behalf.

What projects do you support?

We support 5 different projects around the world, which do not only focus on reforestation and the protection of wildlife but also on empowering women communities. These projects are located in the Amazon Rainforest, Columbia, Rwanda, Vietnam and the Philippines. You can learn more about these projects via our FLÕWY FOREST map here.

8.GUPPYFRIEND WASHING BAG

What is the GUPPYFRIEND Washing Bag?

The GUPPYFRIEND Washing Bag is the first, patented washing bag of its kind that provides protection for synthetic and non-synthetic garments during a wash and also prevents microplastic fibers from entering rivers and oceans via the waste water. Therefore, the use of the bag ensures that your clothes will last longer, while also protecting the environment. To learn more about microfibers, read our article here.

What material is the bag made of?

The GUPPYFRIEND Washing Bag is made entirely of fully recyclable polyester. As the fabric is made of monofilaments, it doesn’t shed any microplastics, which makes the bag a safe and environmentally friendly choice for washing your clothes.

What is the size of the bag?

The size of the washing bag is 50 x 74 cm ( 19. 7 x 29.1 in).

How can I be sure that the washing bag works?

The results and high effectiveness of the GUPPYFRIEND Washing Bag have been tested and confirmed over a period of three years by different scientific institutions, such as the German Textile Research Center North-West (DTNW), the Fraunhofer Institute and the University of California at Santa Barbara. According to the studies, the washing bag retains over 90% of the microfibers that break off during a wash.

How should I use my GUPPYFRIEND Washing Bag?

Step 1. Place your synthetic and/or non-synthetic garments inside the washing bag.

Step 2. Close the washing bag and place it inside the washing machine. You may also load the washing machine with other, non-synthetic garments. 

Step 3. At the end of the wash, take your textiles out of the washing bag while they are still wet. Hang them to dry.

How should I properly dispose of the collected microfibres?

At the end of the wash, simply collect the microfibers from the corners of the washing bag and then dispose of them in the residual waste.

I can’t find any microfibers in the bag - am I doing something wrong?

Not finding any microfibers at first is perfectly normal - don’t worry, you’re not doing anything wrong! Microfibers are very small and often transparent, so they can be sometimes difficult to find with the naked eye, especially in a wet bag. Moreover, the GUPPYFRIEND Washing Bag has been designed to prevent microfiber loss at source, causing fewer microfibers overall to break off during a wash. In turn, this also ensures that your clothes retain their quality over a longer time. 

Nonetheless, the microfibers that do break off will still accumulate over time - you will most likely find them in the corners or at the hem of the washing bag.

What temperature should I wash the bag at?

We recommend washing the bag at a maximum temperature of 40 °C. When using the bag with your FLÕWY clothes, please make sure to consider the care instructions for the garment materials as well. You may learn more about our aftercare tips here.

Can I put the washing bag in the tumble dryer?

It is not recommended to put your washing bag in the tumble dryer.

What kind of detergent should I use with the bag?

We recommend using a mild, chemical-free liquid detergent, ideally made from natural ingredients.

Can I reuse the washing bag?

You may reuse the washing bag for several wash cycles. According to different studies, the bag can withstand more than 50 washes before you need to replace it. The washing bag is fully recyclable - please dispose of it mindfully.

9.E-GIFT CARD

How can I purchase a FLÕWY E-Gift Card?

All FLÕWY E-Gift Cards can be purchased online on our website at www.flowywear.com. Upon purchase, you can decide on the value of the E-Gift Card. Please note that it is not possible to add extra value to your FLÕWY E-Gift Card after finalizing your purchase.

After completing your purchase, your E-Gift Card will be delivered to you immediately by email.

What is the minimum / maximum value of a FLÕWY E-Gift Card?

Our E-Gift cards are offered in values ranging from €50 to €500.

Are there any shipping or additional processing fees when buying an E-Gift Card?

When E-Gift Cards are purchased on their own, they do not have any additional processing and delivery fees apart from the face value of the card.

Can I redeem an E-Gift Card with a discount code?

No, it is not possible to redeem or buy E-Gift Cards with discount codes or other promotional discounts. 

Can I send the same E-Gift Card to several recipients?

It is not possible to have multiple recipients for the same E-Gift Card. If you’d like to gift E-Gift Cards to several people, we recommend that you place separate orders for each recipient.

Can I change the amount on the E-Gift Card after my purchase?

Unfortunately, it is not possible to change the amount of the E-Gift Card after purchasing. 

How long is an E-Gift Card valid for?

All FLÕWY E-Gift Cards are valid for one year from the date of purchase. and may be used on one or several occasions. 

Can I use more than one E-Gift Card for an order?

Yes, it's possible to use more than one E-Gift Card for an order. During the checkout, you can use multiple E-Gift Cards by entering the card number for each one of them. 

Is the E-Gift Card redeemable for cash?

No, the E-Gift card is not redeemable for cash. 

How can I find out the balance of my E-Gift Card?

You may find out your E-Gift Card balance at any time by sending us an email at info@flowywear.com. Please include the last 4 characters of your E-Gift Card code in your email so that we can identify your order.

Where can I find your E-Gift Card Policy?

You may find our E-Gift Card Policy at www.flowywear.com/pages/gift-card-policy. 

10.PRESS

Whom should I contact in relation to press inquiries?

Please reach out to press@flowywear.com and we will respond to you shortly.