Refund policy

Since we produce and send out our products with a 'HAPPY AF' guarantee, we have a policy in place for you to get the most out your experience.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. In addition, we have a 5-day exchange policy, read more below.

To be eligible for a return, your item must be faulty, incorrect or damaged. It must also be in the same condition that you received it, unworn or unused, unwashed with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To be eligible for exchanges, read more below.

Custom products (such as special orders or personalised items) cannot be returned. Read below for more information. 

To start a return, you can contact us at info@flu-jo.com. or go to your account and start there.

If your return is accepted, your items will be picked up by a courier at no extra cost for you.You can always contact us for any return question at support@flu-jo.com or info@flu-jo.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on free items or gift cards. 

Custom products

Returns are not accepted for custom-made or special edition products. With custom products, we can only accommodate exchanges for damaged or defective items, and not for change of mind. This policy extends to our special edition products as well.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

To be eligible for exchanges, you must exchange with the same product type and value.

We offer exchanges or store credit on retail items that are unworn and in the same condition received for up to 5 days after purchase. 

* Please make sure your exchange items are unworn and unwashed, and in the same condition. If you are returning products due to the size being too large, note that our shirts are 100% cotton and will shrink up to half a size after successive washes.

Discounted products

You can return the item that you obtained at a discounted price for store credit. Store credit will equate to the value you paid for the discounted item. 

You can exchange the item that you obtained at a discounted price or for free, only if you exchange with the same product type and same value.

Incorrect Items

If you've received something you haven't ordered, please reach out to us via info@flujo.com.

Once your issue has been approved, someone will come to collect the order from you. If you still want the item and it's still in stock, please order it through our website as normal. The easiest way to do this is to log into My Account, view your original order and add the items to your shopping bag.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days, or receive it as store credit, or in the form of a gift card. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

• You'll be notified when returns are received and inspected.

Refund methods include, but are not limited to:

• refunds being made to the original payment method within 10 business days.
• gift cards
• store credit
• COD
  

* Please note that refunds on delivery charges are not guaranteed.

Original Condition

Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached.

Fair Use

If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal Flujo customer would order or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.

Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@flu-jo.com.