Refund policy

If you’re not entirely satisfied and would like to return a product, we’re here to help. You have 14 days after the delivery of your order to apply for a return.

Please note that no returns of online purchases, can be accepted via our showroom.

Conditions:

A product which you wish to return must satisfy the following conditions:

• The product must be in new condition.
• It must include the GOFLUO garment tag.
• It must be unworn, unwashed and undamaged.
• It must be complete (i.e. together with all accessories which came with the original product).
• It must be packaged in a sufficiently sturdy box (neutral and not showing a logo), so that we receive the product in an undamaged condition.
• Returns will not be accepted if the product was made especially for you, based on your specific choices or instructions, or if they were clearly customised to your personal needs.
• Multiple returns: Each return must be sent separately for accurate processing. 

Did you receive a damaged article? Please contact us as soon as possible via: support@gofluo.com

Return an item within the EU:

• Scan the QR-code on the packing list that you received in the shipment, to request your return or go to tosendr.com and fill in your order number and postal code. Request only one return label per order. Multiple requests for the same order may cause delays.
• As soon as we have accepted your return request, we will provide you with a return label and further instructions by email within 24 hours (on business days).
• Safely pack your return items, attach the provided return label, and follow the displayed instructions.
• Individual Returns: Each requires a dedicated return; combining multiple orders is not possible.
• Visit your local drop off point (disclosed in the return portal), ensuring the return is scanned upon receipt. Don't forget to get a receipt for your records.

For returns within the EU, the return shipping cost will be covered by GOFLUO with a return shipping label. However 6,50 EUR will be charged for the return processing costs of the return. This amount will be deducted from your refund.

Return an item outside the EU:

Please contact us at support@gofluo.com

For returns outside the EU, the return shipping cost will not be covered by GOFLUO. An additional fee of 6,50 EUR (converted at the daily exchange rate) will be charged for the return processing costs of the return. This amount will be deducted from your refund.

 

Return overview:

market	return period	return processing costs
europe	14 days	€ 6,50
international (or non-eu countries)	14 days	€ 6,50 (converted at the daily exchange rate)

Refund:

The customer will be refunded for the product(s) minus the return processing costs. Please note that duties and fees will not be refunded. Once your return reaches us, and is in accordance with the conditions above, we will arrange for a refund within 14 calendar days. We reserve the right to only make a refund when the products have reached us. The refund will be credited to the original payment method used to place the order.

• If the order was (partially) paid with a gift card, a new gift card will be issued and sent via email.
• If a discount was applied to your original order, the amount refunded will be adjusted if necessary.
• If you are returning an item that was part of a bundle or promotional offer (e.g. "buy one, get one at a discount"), please ensure that all items linked to that offer are returned. If only part of the bundle is returned, we reserve the right to recalculate the refund and charge the full price of the item(s) kept.

 

If you still have a question about your return, don't hesitate to contact us via: support@gofluo.com.