Shipping policy
GENERAL CONDITIONS OF SALE
Thank you for choosing a jewel made by FLOU. Our wish is that it can accompany you for a long time.
Before making the purchase, it is important that you know these General Conditions of Sale, which include the Privacy Policy, since when you place an order it implies that you accept them.
Reading them will only take a few minutes.
The purpose of these General Conditions of Sale is to regulate the offer and distance sale of jewelry through the online store www. flou.cat.
The contractual relationship that is carried out remotely between FLOU and the client is governed by these General Conditions of Sale.
The execution of an order by the customer implies full acceptance without reservation of these General Conditions of Sale, which must be read and accepted by the customer each time they place an order.
FLOU reserves the right to make the modifications it deems appropriate in the General Conditions of Sale, without prior notice and they will be mandatory while they are in force on the website.
Products with a purchase order made before these changes occurred, will not be affected.
When the customer makes a purchase through www.flou.cat, she declares that she is 18 years of age, which legally enables her to enter into contracts.
As a user, the client expressly declares that he knows, understands and accepts these General Conditions of Sale.
The duration of the contract is linked to the delivery of the product without prejudice to the right of withdrawal.
OUR JEWELS
The workshop where we design and produce each one of our jewels is located in Barcelona. We work with suppliers and other professionals located in the same city.
When you select a jewel, you can see that each one has its characteristics detailed: material, weight, size and a physical description of the piece.
The color of the product that appears in the photograph is not strictly the same as the real color since it is a photograph that is still a filter. In the description of the jewel the characteristics of it are described.
When dealing with pieces made mostly by hand, the availability of them must be taken into account.
PRICE
The price of each piece is described in euros.
To the P.V.P., retail price, you must add the cost of shipping, which will vary depending on the destination.
The variation in the prices of the precious metals market, or of the raw material with which we work, can affect the final sale price of our products as well as other factors that we do not have and that may make the amount of the jewelry vary. Therefore, FLOU may change the prices of the parts without prior notice. Products with a purchase order made before these changes occurred, will not be affected.
Each one of the prices of the articles that are reflected in this page are reviewed by FLOU.
TAXES
All articles have 21% VAT included in the price, which is what the current rate indicates.
Purchases that are made and must be delivered within the territory of the member states of the European Union will be subject to VAT.
Purchases and deliveries to territories of non-member states of the European Union, the Canary Islands, Ceuta or Melilla will be exempt from VAT, without prejudice to the application of indirect taxes and / or tariffs corresponding to each of these territories.
International orders may incur additional customs charges. This rate is not under our control, and is the decision of the customs agency. Customs policies vary greatly between countries, so we recommend that you speak with local authorities to clarify this point.
In the event that there are customs expenses or taxes in the country, they will be borne by the client.
PURCHASE PROCESS
Select a jewel from the main home page or from the catalog.
A new window will open where you can see different views of the jewel.
By placing the cursor over the image, it increases its size so that you can appreciate the details of the jewel.
Next to the image the characteristics of the jewel, size, weight, material and price are described.
If you want to buy several items, select the add to cart option, the purchases are saved in the cart until you consider the purchase completed.
To finalize the purchase, select buy now, different windows will open in which you must fill in the data shown:
-contact information and shipping address
-confirmation of contact and shipping fee
-data for payment and billing address
-check order
-confirmed order and customer information
Check the information you enter, email and delivery address. Make sure you enter them correctly. Your zip code is an essential part when writing your address.
Remember: when you buy at FLOU you are accepting the General Conditions of Sale described here
Once the purchase is confirmed, a confirmation email with the order number will be generated automatically.
Cancellation of the order will not be accepted once it is confirmed.
AVAILABILITY
If for any eventuality the product is not available after the order has been placed, the customer will be informed by e-mail of the total or partial cancellation of the order. The partial cancellation of the order due to lack of availability does not give the right to cancel the entire order. If, as a result of this cancellation, the customer wants to return the delivered product, they must follow the provisions of the section Exchange or Return of the Jewel, specified below.
PAYMENTS
The form of payment we use is the PAYPAL gateway. To make the payment you do not need to have a PayPal account.
PayPal allows companies or consumers with email to send and receive payments on the Internet in a safe, convenient and profitable way. The PayPal network builds on the existing financial infrastructure of bank accounts and credit cards to create a global real-time payment solution. https://www.paypal.com/es/webapps/mpp/about
We accept debit and credit cards: VISA and Master Card.
If there is any inconvenience at the time of making the payment, contact us at the following email orders@flou.cat, but please try to do the following first:
Delete the cookies and restart the browser. Then try the purchase again.
Use an alternative credit card.
Try another payment method accepted by FLOU.
If you continue to experience difficulty navigating the web or at the time of payment, please contact us at orders@flou.cat and we will provide you with a solution as soon as possible.
SALE SAFETY
Purchases in FLOU are completely safe purchases since in no case do we have access to your bank details.
All operations that involve the transmission of personal or banking data are carried out using a secure environment.
We have the maximum security measures to guarantee the confidentiality of the communications between FLOU and the client. Transactional services work on a secure server using the SSL (Secure Socket Layer) protocol, which is always activated when entering the service. The secure server establishes a connection so that the information is transmitted encrypted using 128-bit algorithms, which ensure that it is only intelligible by the client's computer and the FLOU server; In this way, by using the SSL protocol it is guaranteed: that the client is communicating their data to the FLOU server center and not to anyone who tries to impersonate the server center and that the data travels between the client and the FLOU server center encrypted, avoiding their possible reading or manipulation by third parties.
Likewise, the data about your credit card are entered directly on the bank's page, at the bank's POS (Point of Sale Terminal) and are not entered or registered in any FLOU or third-party server.
When paying with a Visa or Mastercard card, you will be asked for the card number, the expiration date, and the CV (validation code) that matches the last three digits of the number printed in italics on the back of your card.
Remember that the payment must be made in euros and any exchange and banking commissions are client's responsibility.
SHIPPING
We need approximately 7 business days to prepare and manage the order and once prepared we must add the shipping time, which will depend on the destination.
The shipping time is indicative, but it can be estimated as follows:
Spain: Between 48 and 72 hours
Europe: 4-7 business days
International: 7-10 business days
Shipping times and shipping rates may change depending on the policies of each courier company, if the company's shipping costs change, we will be forced to make the same change.
FLOU is not responsible for any setbacks caused by the transport company.
DELIVERY
The delivery date is calculated from the moment the payment has been made.
When we deliver the package to the courier company, the customer will receive an email indicating that the package has been sent and, depending on the type of delivery, we will include a link so that it can be tracked virtually.
The delivery is considered to have been made at the time it is made available to the customer by the transport company, through its control system.
FLOU is responsible and is obliged to deliver the package in perfect condition to the address that the client The client tells us through the purchase form.
The customer must check the optimal condition of the package before the courier, (hired by FLOU), who delivers the product, indicating on the delivery note any anomaly that may be detected in the packaging. Once the product has been reviewed, if the customer detects incidents such as blows, breakages, signs of having been opened or any damage caused to the package by shipping, the customer agrees not to accept the package that is delivered and immediately notify it to FLOU via email in the shortest time possible to be able to be in the next 24 hours and a maximum of 7 calendar hours from delivery.
If the customer is not at the delivery address and this fact leads to the return of the order, it will be the customer who must bear the costs of a new shipment, generating an independent invoice.
Flou will not deliver to PO boxes or any other address other than the one strictly indicated in the purchase details.
FLOU is not responsible for errors in delivery caused by omission or error in the delivery data indicated by the customer.
If your order has not yet arrived, please check that the delivery address and postal code you provided are correct and then contact us at orders@flou.cat.
If the reason why the delivery could not be made is the loss of the package, the courier company will initiate an investigation. In these cases, the response times of transport companies usually range between one and three weeks.
We are at your disposal at orders@flou.cat to provide a solution.
DEFECTIVE PRODUCT
We are sorry that any kind of incident has occurred. We are concerned if the product has arrived damaged. We do everything in our power so that the jewel you have chosen reaches you in the best conditions.
Please send us, within a maximum period of one week from the receipt of the package, a form with the following information:
-Photos of the damaged product.
-order number or code.
-Any other details and additional information you have about the order.
At FLOU, we carefully review each jewel that comes out of the workshop so we will review the state of your jewel to find out what could have happened.
We will assess whether the deterioration of the piece is caused by FLOU, by the courier company or by the customer.
If by mistake, FLOU has sent the damaged product, please send the jewel back to us in its original packaging, with a courier company, and we will take care of delivering the jewel you chose. The costs of returning the damaged part and the shipping costs of the new part will be borne by FLOU.
If the deterioration is caused by the customer, FLOU will not accept the exchange of a piece that has been abused or of which a use has been made for which the piece was not intended.
WRONG PRODUCT
If the item you have received is not the one you selected or if the size of your ring, necklace or bracelet is incorrect, we apologize.
We are sorry that any kind of incident has occurred. We worry if it is not the piece you had selected. We do everything in our power so that the jewel you have chosen reaches you in the best conditions.
If you receive the package in these conditions, please send us, within a maximum period of one week from receiving the package, this form with the following information:
- photos of the wrong product or the wrong size
-order number
-Any other details and additional information you have about the order.
If the wrong size is the customer's error, FLOU will apply a ring repair surcharge. The client will pay the costs of sending the part to the workshop and the costs of shipping the part already fixed to the address indicated by the client. If this is the case, please contact us at orders@flou.cat.
EXCHANGE OR RETURN OF THE JEWEL
If you want to change your purchase there is no problem, from the date of receipt of the package, we offer a margin of 7 calendar days, so that you can make the change for another FLOU jewel.
We will ask you to fill out the following form so we can know the reason why you want to make the change. This information helps us to get to know our customers and therefore to improve as a company.
At FLOU we do not accept refunds. The returned item will be used to purchase another item.
Changes will be made for an item of the same amount or for an item of a higher amount, the customer paying the difference if this is the case, generating a separate invoice for the amount of the difference.
The shipping costs, both for the return of the piece to be changed and for the shipping of the new jewel, are paid by the buyer.
As proof of the return, we recommend that you always keep the receipt from the courier as proof the fact that the package has been delivered.
You will have a period of 7 days to make the change. If within 7 days you want to wait for the arrival of new items, no problem, write us an email to orders@flou.cat, we will pause the validity of the exchange and we will resume it when we offer new jewels again.
We are a small company, we work practically the entire piece by hand and we take our time to design and create new jewelry, therefore we cannot guarantee exact dates of when we can offer you new jewelry.
For hygiene reasons, the earrings cannot be exchanged or returned.
The expenses derived from the exchange of one piece for another, at the request of the client, will be associated with the buyer.
FORCE MAJEURE
Failure to comply with the obligations of any of the parties that is due to force majeure will not entail any responsibility for any of the parties. In these cases, the fulfillment of the obligation will be suspended until the cessation of force majeure. In the event that force majeure is prolonged, either party may request the termination of the contract without granting the right to compensation.
CLAIMS
Do not hesitate to contact us for any question, suggestion or claim by filling out this form or by writing an email to the following address: orders@flou.cat. We will proceed to respond in the shortest possible time and, at most, within one month from the sending of the form by the Client.
