Where to find information about us and our products

You can find everything you need to know about us, Here We Flo Ltd (company number 10474281), and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email, in your online account or on paper.

These terms may have changed since you last reviewed them.

Order Confirmation

The order is confirmed once you complete your purchase online. A contract exists between us once your order is complete.

Sometimes we cancel orders

Sometimes we cancel orders, for example because a product is unexpectedly out of stock, because you are located outside our delivery areas as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when we accept your order

However, for some products we also take payment at regular intervals if you have subscribed to receive regular deliveries of products from us on one of our subscriptions, as explained to you during the order process. You will own your product once we have received payment in full.

We charge interest on late payments

If we're unable to collect any payment we will try a maximum of 6 times and if payment cannot be collected, your order will be cancelled.

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as extreme weather, natural disasters, a pandemic, postal strikes, or war, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us to end the contract and receive a refund for any products you have paid for, but not received.

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

You have a legal right to change your mind plus extra rights under our guarantee

We cannot offer refunds on underwear and on intimate items such as products sealed for health protection or hygiene purposes, such tampons, sanitary pads, condoms, and panty liners, once these have been unsealed after you receive them.

Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it.. This is subject to some conditions, as set out below.  You have the right to inspect the products in the same way that you would inspect them in a shop.  You have 14 days to change your mind after buying any secondary products online this does not include products sealed for health protection or hygiene purposes, such tampons, sanitary pads, condoms, and panty liners, once these have been unsealed after you receive them.  In the event that you do change your mind, you agree to pay any costs associated with returning the products.

When you can't change your mind. You can't change your mind about an order for products sealed for health protection or hygiene purposes, such tampons, sanitary pads, condoms, and panty liners, once these have been unsealed after you receive them or underwear.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If the product is for regular delivery (for example, a monthly subscription which automatically renews), you can change your mind within 14 days after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us, fill in the online form.

You have to return the product at your own cost. You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product. You can:

send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for products which can't be posted, see our Returns Process: https://www.hereweflo.co/pages/delivery-and-returns or contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us .

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: https://www.hereweflo.co/pages/contact-us can advise you on whether we're likely to reduce your refund.

When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for a subscription to goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. We can change products and these terms

Changes we can always make. We can always change a product to reflect changes in relevant laws and regulatory requirements This may mean substituting a product for a newer version of that product; and

We can suspend supply of a product(and you have rights if we do)

We do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the product we adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than three (3) months you can contact our Customer Service Team: https://www.hereweflo.co/pages/contact-us to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

We can withdraw products

We can stop providing a product, such as a subscription for goods. We let you know at least four (4) weeks in advance and we refund any sums you've paid in advance for products which won't be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

• you don't, within a reasonable time, allow us to deliver the product to you, we treat your order as cancelled and refund the purchase price, see You have a legal right to change your mind plus you have rights under our guarantee.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: https://www.hereweflo.co/pages/privacy-and-cookie-policy.

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Teamhttps://www.hereweflo.co/pages/contact-us will do their best to resolve any problems you have with us or our products as per our Complaints policy: https://www.hereweflo.co/pages/contact-us.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.