FAQ TEST VERSION 13/6/2023
How does the satisfaction grant work?
The satisfaction guarantee allows you to buy and try a product. If you are not satisfied, you can get your money back within 101 days by sending the product and a valid receipt/invoice. Please note that you must pay for the return shipping yourself
When can I use the satisfaction guarantee?
You can only use the satisfaction guarantee once per product. You must present a valid receipt or invoice to claim the warranty. Subsequently, your money will be refunded or a credit certificate will be issued if a credit certificate or gift card was used for the purchase.
What situations does the satisfaction guarantee not cover?
The satisfaction guarantee does not cover the following situations: If the item is damaged due to improper maintenance. If the item has been used for a purpose it was not intended for. If the purchase is a business purchase. The satisfaction guarantee only applies to private individuals.
Is Flowlow liable for indirect or consequential damages?
No, Flowlow is not responsible for indirect damage or consequences
Freight and shipping
What's the delivery time?
The delivery time is usually between 5-12 working days.
Are there shipping costs?
No, we always offer free shipping, regardless of the size of the shipment
Which shipping companies do you use?
We use Postnord, Dao, DHL, FedEx and UPS for our free delivery service. Please note that we do not deliver to Greenland and the Faroe Islands.
When will my order be prepared for shipment?
As a starting point, your order will be prepared within 48 hours. In certain cases, however, there may be a longer waiting time, depending on the chosen shipping company.
What should I do if I have not received my order within the stated delivery time?
If you have not received your order within the stated delivery time and your order has already been marked as completed, there may be a delay with the shipping company. We recommend that you call for your package and expect additional delivery time until there is clarity about the matter with the shipping company. Contact us by email at email@example.com and remember to state your order number in the email.
When should I contact you if there are delays with my delivery?
Minor delays may occur with the shipping companies, so we recommend that you contact us 1-2 days after the expected delivery time has been exceeded.
What happens if my delivery takes too long?
If too much time passes, the request can unfortunately be refused, as it will not be possible for the shipping company to replace the package. We therefore recommend contacting us early if you experience a significant delay with your delivery.
How long do I have to return an item?
Our return policy lasts for 90 days. If 90 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
What are the conditions for returning an item?
To be eligible for a return, your item must be in the same condition as you received it and in the original packaging. We do not pay for shipping on items returned due to a change of customer, nor do we refund the original shipping cost.
What should I do if I want to return an item?
Before any return, please send us an email at firstname.lastname@example.org to inform us of your intention.
Does the return only apply to purchases made through your official online shop?
Yes, returns are only valid for purchases made through our official online shop. We do not process returns on items purchased from other retailers or third party websites.
What is required to complete a return?
To complete your return, we require a receipt or proof of purchase. Please do not return your purchase to the manufacturer. There may be certain situations where only partial refunds are given (if applicable).
How does the refund work on returned products?
When you have sent your return item to our warehouse, you must inform us via e-mail so that we can keep track of the return. Once we can confirm that it has been received and inspected, we will let you know. We will also inform you of the approval or rejection of your refund. If approved, your refund will be processed and applied to your credit card or original payment method. It may take up to a week for the refund to appear.
What do I do if my refund is late or missing?
There is often a certain processing time before a refund is posted. If after a week you still haven't received a refund, first check with your bank account or credit card company to make sure the delay isn't on their end. If you still have not received your refund despite these attempts, please contact us at email@example.com.
order and payment:
What payment methods do you accept?
Flowlow accepts online payments with Dankort, Visa/Dankort, Visa, Mastercard, Mobilepay Online, Visa Electron, Paypal, ApplePay and Viabill.
When will the payment be deducted from my account?
Payment will only be deducted from your account when the physical item is shipped.
Are the prices inclusive of VAT?
Yes, all amounts on the website include VAT.
Which currencies do you use for pricing?
We use the following currencies for pricing: Germany: Euro (EUR) Denmark: Kroner (DKK) Sweden: Krona (SEK) Great Britain: British pound (GBP)
Is my payment secure?
Yes, Flowlow uses a secure payment server that encrypts all information with SSL protocol. This means that your data is secure and cannot be read by outsiders.
Is there an age restriction for shopping at Flowlow.dk?
Yes, to shop at Flowlow.dk you must be 18 years of age and have a valid payment card. If you are not yet 18 years old, you can still buy goods if you have obtained the consent of your guardian or have the legal right to make the purchase.
How do I place an order?
You choose the items you want to buy and put them in your "shopping basket". You can edit the contents of the shopping basket until the time of ordering, and you can continuously check the contents and the price of the goods. When you are ready to order, click on "Cart" where you enter your personal information, including name, address, e-mail, phone number and payment method. You can change the contents of the shopping basket until you confirm your purchase by clicking on the "Go to payment" button. Your order will then be sent to Flowlow.dk.
RIGHT OF WITHDRAWAL
How long is the right of withdrawal?
You have a 90-day full right of return on goods purchased on the website, unless otherwise agreed or stated in your order.
When does the right of withdrawal start?
The right of withdrawal starts on the day you receive the item. If the deadline expires on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve, the deadline is extended to the following weekday.
How do I make use of the right of withdrawal?
To make use of the right of withdrawal, you must clearly notify us of this no later than 90 days after receiving the item. You can contact our customer service on the e-mail firstname.lastname@example.org to return the item and cancel the purchase.
How do I handle the item to maintain the right of withdrawal?
In order to maintain the right of withdrawal, you must only handle the goods in a way that makes it possible to determine the nature, characteristics and function of the goods. You must try the product in the same way as if you shopped in a physical store.
What happens if the item has been handled beyond what is necessary?
If the item has been handled beyond what is necessary to establish its nature, characteristics and function, it is considered used. In that case, you can get a smaller part or none of the purchase amount back, depending on the shelf life of the item. It is up to Flowlow to assess the condition of the goods.
COMPLAINT - IF THERE IS SOMETHING WRONG WITH THE ITEM
How long do I have the right to complain?
You have the right to complain for 24 months in accordance with the Swedish Purchase Act.
What can I expect if I have a defective item?
Depending on the specific situation, you can have the item repaired, exchanged, the money returned or the price reduced.
Are there requirements for the complaint?
Yes, it is a requirement that the complaint is justified and that the defect is not due to incorrect use or damage-causing behaviour.
When should I advertise?
You must advertise within a "reasonable time" after discovering the defect. We recommend reporting as soon as possible and within 2 months after the error was discovered.
How do I contact you in the event of a complaint?
You can contact us by email at email@example.com or by phone on +45 52 73 41 45.
What happens when I return the item?
When returning the item, please state in detail what the problem is. It is recommended to use our complaint form to facilitate case processing.
What happens if the complaint is justified?
If the complaint is justified, we will refund your reasonable shipping costs for returning the item.
What happens if the complaint is not justified?
If the complaint is not justified, you must bear all transport costs yourself, including our freight costs for returning the goods after examination. A fee may also be charged.
Where can I complain about a product or service?
You can lodge a complaint with Nævnenes Hus or use the EU Commission's online complaints portal. Further information is available on their respective websites. Note: Be aware that the information may have changed, so it is always a good idea to contact Flowlow directly for the latest information on claims and complaints.
REFUND OF VAT
REFUND OF VAT
Please note that we cannot refund VAT for customers abroad (including the Faroe Islands and Greenland) as this is a very time-consuming manual process and will therefore cause us a loss due to the very low margin Flowlow sets in order to be able to sell our goods as cheap as possible.
What personal data must I provide to shop at flowlow.dk?
In order to shop at flowlow.dk, you must provide at least your name, address, e-mail address and telephone/mobile number.div class="faq-question" onclick="toggleFAQ(this)">How long is my personal data kept?
Your information will be stored for 5 years from the end of the financial year to which it relates, in accordance with the Accounting Act. After this period, the information will be deleted.div class="faq-question" onclick="toggleFAQ(this)">Will my personal data be passed on to third parties?
We only pass on the personal data that is necessary to deliver the goods to you. Information is not sold to third parties, unless there is a restructuring or a full or partial sale of the company. Any disclosure takes place in accordance with applicable personal data legislation.div class="faq-question" onclick="toggleFAQ(this)">Do you collaborate with other companies on the storage and processing of data?
Yes, we cooperate with other companies that store and process data on our behalf. These companies may only use the information for our purposes and not for their own purposes. We only work with data processors in the EU or countries that can ensure adequate protection of your information.
Who is the data controller for personal data at flowlow.dk?
The data controller at www.flowlow.dk is FLOWLOW.
How can I gain insight into my registered data and object to the registration?
As a customer, you have the opportunity to gain insight into our registration of data about you and to object in accordance with the rules in the Act on the Processing of Personal Data. You can contact Flowlow via e-mail at firstname.lastname@example.org in connection with this.
What is a cookie?
A cookie is a small data file that collects digital footprints about you when you move online. Cookies are stored on your computer, tablet or smartphone when you visit our website.
What information do we process about you?
Depending on your cookie preferences, we may process technical information about your device, your IP address, geographical location, behavior on our and other websites, interests, search history and transaction information.
How do I delete cookies?
u can delete cookies already placed on your device by changing the settings in your browser. Follow the instructions in your specific browser or device to delete cookies.
On what basis do we process your personal data?
Our processing of your personal data is based on either our legitimate interest in improving your website experience or your consent, depending on the purpose of the processing.
Do we pass on personal data collected via cookies to third countries?
You may pass on personal data collected via cookies to our external partners operating in third countries, in order to improve the website and adapt it to your needs and interests.
Who can I contact with questions?
You are welcome to contact us at email@example.com if you have comments or questions regarding the processing of your personal data.
What rights do you have?
According to the data protection regulation, you have the right to access, rectify, limit, object, data portability and delete your information. You can also complain to the Danish Data Protection Authority if you are dissatisfied with our processing of your personal data.
How long do we store cookies and personal data obtained via cookies?