Delivery & Returns

DELIVERY

Deliveries to the UK are sent next business day delivery, tracked with proof of delivery. Deliveries to the rest of the world are sent using International Tracked (Where possible) and proof of delivery. Orders are in most cases sent out within 24 hours. You will receive an email stating that your order is complete when we have posted it.

Expected delivery times:

If you have not received your order within these time frames please contact us (info@flowcell.co.uk) (please bear in mind that deliveries to some countries can take longer than the times indicated above and these are provided as a guide).

INTERNATIONAL CUSTOMERS

Now that the UK has left the European Union, there will be some changes to the way that we handle international shipments.

Items shipped outside the EU are sold exclusive of VAT. Import duties and taxes may be imposed when the shipment reaches your country and you are responsible for these. Please check your local customs authorities for the relevant rates.

Please note: It is a requirement that we declare the full value of the goods (not including shipping charges) on all packages being sent outside of the European Union, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. We cannot inaccurately describe the contents; claim a lower value or mark as a gift. Please do not ask, or expect us to do any of the above. For details of Customs charges please consult your own Customs authorities for the latest rates.

 

CUSTOMS & IMPORT DUTY

Orders may attract customs and import taxes dependent upon the delivery country and the items included in your order. The following provides detail.

 

Items shipped within the UK

No customs or import taxes will be charged.

 

Items shipped to the EU and Norway

When shopping from an EU country, tax (VAT) will not be due on your order with us. You may however be subject to taxes, vat and duties at your door, payable on delivery. If you have been charged taxes and import duties, they are your responsibility as the customer and we unable to estimate what these charges will be as they are out of our control.

We apologise in advance for any inconvenience caused, should you have any questions, please contact us at info@flowcell.co.uk 

 

Items shipped to Switzerland

No customs or import taxes will be charged.

 

Items shipped to Australia and New Zealand

No customs or import taxes will be charged.

Note for orders shipped to island territories please ensure you select the full delivery destination country before ordering to ensure the correct taxes are applied.  This will apply to New Zealand Island Territories.

 

Items shipped to any other destination

Orders shipped outside of the UK, Australia, New Zealand may be subject to custom and import taxes.  This is dependent upon the local laws of the destination country.  Any additional costs incurred at the border will be borne by the customer.

 

RETURNS

Our policy lasts 14 days. If 14 days have passed by since your purchase, unfortunately we cannot offer you a refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a completed copy of our returns form and proof of purchase (sales receipt, a bank statement or an online sales invoice).

Please note that we will not refund any postage fees (except if you have received a wrong product).

You will be responsible for paying for your own shipping costs for returning your item. We would advise to use a tracked delivery service as we cannot be held liable for the loss of any parcel on its return journey.

To receive a returns form please email returns@flowcell.co.uk. As soon as we have received your returns form send your product back to the address on the returns form. We suggest using tracked and or signed for mail. Exchanges usually take up to 7 business days and refunds can take up to 14 days – thanks for your understanding.

 

FAULTY ITEMS

Faulty items sent back to us will undergo an inspection. It may also be necessary to send the item away to the manufacturer to confirm the fault. Once we have received your item back we will inform you how we need to proceed. 

Please note: Items over 30 days old may need to be sent off for repair before we can consider a refund/replacement. Our returns team will inform you if this is the case.

Please note we can only offer exchanges for faulty items. Unwanted items can be returned for a refund only.

The return address for your items is: