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Top Asked Questions


Where is my order?

Your order could be in a couple of places… our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it’s on its way. You can track your order from your account page.

Why is my order late?

Are you sure it’s late? Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by.  If it’s before the advised delivery date and you’ve had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your delivery date has passed, please contact us using the channels below.

Why was my order cancelled?

If you’ve placed an order and received a cancellation email from us, we’re very sorry. This will usually be because the stock wasn’t in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.


How do I return?

Floös returns are easy and pain free! 

We hope you are satisfied with all your purchases but if you ever need to return an item, you can do so within 7 days from the date your received your parcel. Click here to view our full Returns Policy.


Follow the steps below:

  1. Select your items(s) you wish to return from your order history
  2. Select your item(s) and click on request returns
  3. You will then receive the address to post the items backs to us.


Start your return


Please note: Returns are only made available when the items is returned un-opened without the seal being breached. 

When will I receive my refund?

A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.

How long do I have to return?

You’ve got 14 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

Can I return more than one order in the same parcel?

Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

Why was my order cancelled?

If you’ve placed an order and received a cancellation email from us, we’re very sorry. This will usually be because the stock wasn’t in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

Can I cancel or edit my order?

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

Payment & promotions

Promotions & discounts

We know you like a good deal so we often have some great promotions running on our website. Just remember, you need to enter the discount/promo code when you are checking out as it can’t be applied later.

Having issues redeeming your discount? This might be why:

  • -Oh no – you’re out of time! That code could’ve expired now as we run offers for a limited time.
  • -Trying to use two codes? Sneaky! We love giving you discount, but ask that you only use one code per order please.
  • -Double check your delivery option. Some of our codes only work when you select a specific delivery option such as our Next Day Delivery service.
  • -Check for typos. We all do it – double check you haven’t mistyped the code in your mad dash for discount. Compose. And re-type.
  • -Want. It. All. But check you’ve only picked products from the category on offer.
Apple Pay


Yay for Apple Pay! You can now pay for your Floös orders with Apple Pay using a Visa, Mastercard or American Express Card on all devices which support Apple Pay*.


How to Pay:

It’s simple! Make sure you have Apple Pay set up on your device. Then, all you need to do is add the items to your basket, choose your preferred delivery option and then when you reach checkout, select the Apple Pay option as your payment method.

Once you’re happy with your order tap the Touch ID**  or glance at your iPhone for Face ID and pay!

Once the order has successfully gone through you will then be sent an order confirmation email.

Please note, you won’t be able to select Apple Pay if you’ve applied a gift voucher. 

*If you are using Apple Pay on a Mac device, this payment option will only be available on Safari whilst using the Mac OS Sierra operating system.

**If you have a Mac with Touch Bar, you will be able to verify your payment using the Touch ID sensor on your MacBook Pro keyboard. If not, you will need to make sure your phone or Apple watch is nearby in order to verify them remotely.


Pay In 3 Easy Payments

No need to wait until payday … Shop now and pay later in three equal payments that let you spread the cost of your purchase, with no added charges or hassle.

Pay nothing extra. Three equal payments are automatically collected every 30 days from your debit or credit card. You get all the “closure” of a full upfront payment, but with the cash-flow benefits of spreading the cost. The total amount charged to your card is no greater than if you simply paid for the entire purchase up front (provided the agreed payment schedule is followed). Pretty great, huh!

All you need is:

An UK bank account

To be over 18 years of age

A UK residents address

Customer Service

For customer service queries you can contact the Klarna customer service team here.

See here for further information about Klarna.



Shop Now. Wear Now. Pay It In 4

Pay for your purchases over 4 automatic fortnightly installments.

Pay nothing extra. If you make repayments on time, you’ll only ever pay the price of the item you’ve purchased. The only fees that may apply are late fees for missed payments.

Simply select Clearpay as your payment method at checkout for orders over £10.

All you need is:

  1. A UK credit or debit card
  2. To be over 18 years of age
  3. A UK residents address

Customer Services

Clearpay Customer inquiries will be addressed by the Customer Support team

See T&C’s for further details

How can I place my order?

Payment options

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron, American Express, Discover and Diners. We also accept PayPal, Apple Pay (iOS only), Klarna, Clearpay, Giftcards and prepaid debit cards.


Payment Issues

Payment Error

If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly. Contact your bank to ensure there are no problems with the card. After this, please contact us by going to ‘contact us’ tab on this page to submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible (don’t worry if you’re not very technical or are unsure about any of the below; just give us as much information as you can):

  • -What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
  • -What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
  • -What payment method you were trying (e.g. PayPal, Visa)
  • -A description of the problem and what time the problem occurred
  • -If you get an error message, please include it in your message to us

Payment Declined

If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your Floös account.

If the above doesn’t help, your Credit Card Company or bank will have more information.

If using PayPal, please contact PayPal directly if your payment has been declined.

managing my account

How do I change my delivery address?

Log in your account, select “addresses” and you can either add a new one or edit an existing one. We are unable to amend the delivery address on an order which has already been placed

How do I change my password?

If you know your password its simple! Log into your account using your current password, then under the account information section, you have the option to change your password. If you’ve forgotten your password, at the account log in page select the forgotten password option and follow the steps to reset. If that doesn’t work, please get in touch by going to the ‘contact us’ tab on this page.

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