Welcome to our FAQ section, where we will answer the most common questions our customers may ask. We hope these answers can help you better understand our service and address any doubts that may arise during the purchasing phase. If you have other questions, please do not hesitate to contact us through our Customer Service.

 

GENERAL QUESTIONS

• How can I make an order?
• To place an order, you have just to browse our website, select the product you desire to purchase, add it to the cart and follow the checkout process. We will guide you step by step through the entire process.
• How do I get confirmation of my order?
• Once the order is completed, you will receive a summary email with the identification number. If it does not go well, you will receive a second email where we inform you that the order has not been confirmed and, consequently, it will not be shipped.
• Do I have to create an account to place an order?
• No, during the checkout process you can decide whether to make the purchase by creating an account or not.
• How can I find the articles I am interested in?
• In order to look for products, you can use the main menu, by clicking on the category you are interested in.
• Where can I find the information about products?
• In order to find the details of each product, you can click on the image. A new page will open, the product detail page, where you will find all the information.
• Can I change my order?
• All the orders are processed automatically; therefore, it is not possible to change the items purchased.
• How can I receive updates about upcoming promotions and sales?
• You can do it by subscribing to our newsletter in order to be always updated on all promotional activities and news from the FLOUTFIT world.
• How can I change my contact information?
• You can do it by logging in to your account to view and edit all information.
• Is there a size guide?
• Of course, there is a size guide regarding each product detail page. 
• I have not received notifications regarding my order, why?
• You may have inserted a wrong email address during the purchase process. In order to receive notifications of your order, you must contact Customer Service that will provide with all the information you need.
• What can I do through the account?
• With an account, you will be able to see a summary of all your orders and returns, change your personal information and control your own addresses.
• I received a discount code. How can I use it?
• Apply the discount code during the checkout process, before finishing the order as a guest or registered user. If you need to return one or more items that are part of an order to which a discount code has been applied, this will not be refunded.
• How can I contact the customer service?
• You can contact our Customer Service through our online chat present on the website or send an email to “service@floutfit.com”. We are here to help you!

 

QUESTIONS ABOUT RETURNS AND REFUNDS

• If I am not satisfied, can I return a product?
• Yes, we guarantee the right of withdrawal within 14 days of receiving the product. We recommend you to see our returns policy for more details and instructions by clicking “here”.
• How can I return a product?
• In order to return a product, please complete the online return form and follow the instructions provided or by contacting our Customer Service. Our Customer Service will assist you in every step.
• What conditions must I respect to return the products?
• Returns that do not present products in the same condition in which they were received will not be accepted. Refunded products from the same order must be sent in a single shipment. It is impossible to send returns of multiple orders in the same packaging.
• If I want to return the products, do I have to pay for it?
• Yes, the shipping costs incurred for returning the products are at the expense of the customer. 
• Is it possible to replace the product?
• At the moment we can only manage returns. So, for now, we do not offer the possibility of replacing the products purchased. 
• I received the wrong item, what can I do?
• Prepare a small description of the product and attach 3/4 photos in which the entire item is visible, including the defect and immediately contact our Customer Service.
• When will the refund be made?
• The refund time will depend on the payment method used:
• Credit/debit card:
• The time it takes to view the refund on your account depends on the institution that issued the card. We recommend you to check your card's movements on your bank's account.
• PayPal:
• The refund will be visible within 24 hours.
• The refunded amount is incorrect, what can I do?
• If the refunded amount is incorrect, immediately contact our Customer Service, who will verify the refunded amount and accredit the missing difference.

 

QUESTIONS ABOUT SHIPPING

• What are the shipping times?
• Up to a maximum of 5 working days from the order confirmation, your order will be ready to be shipped. For the arrival, shipping times can vary between 5 and 14 days (they will vary depending on the destination). For more details, consult the page dedicated to shipments by clicking “here”.
• Do you provide tracking service for shipments?
• Yes, we provide a tracking link for each order. You will receive an email notification with the link to track your shipment during its journey.
• How much is shipping?
• We are happy to offer free shipping on all orders for our brand launch. There are no additional costs. Free delivery will last as long as FLOUTFIT deems it necessary.
• I lost the tracking of my order, what can I do?
• You can retrieve the tracking from the shipping confirmation email sent to you or access to the orders section of your account. If you have difficulty, we recommend you to contact our Customer Service.
• What countries do you ship to?
• You can view the countries to which we can ship orders during the checkout process.

 

QUESTIONS ABOUT PAYMENTS

• How can I pay for my order?
• We accept the following payments methods: Credit Cards, Debit Cards, Prepaid Cards, PayPal, Apple Pay and Google Pay. During the checkout process you can select your preferred payment method. 
• Is my payment safe?
• Absolutely, we use encrypted protocols to protect your sensitive information. For more details, consult the page dedicated to payments by clicking “here”.

 

CUSTOMER SERVICE 

If you have other questions or if you need support, our Customer Service team is here to help. You can contact us through our online chat present on the website or by sending an e-mail to “service@floutfit.com”. We will be happy to help you with any questions or concerns you may have.