Refund Policy

Updated: July 16, 2015

FLOS Toronto

We, at FLOS Toronto, want you to be completely satisfied with every order you make with us. Regarding the return of damaged items please follow the procedure below. Please note that items purchased at our online shop may not be returned to our physical Flos Toronto store.

Should you be unhappy with your order we will happily provide you with a refund under the following conditions:

In your email request for returns please provide:

and send to the following email address:

Please do not send your purchase back to the manufacturer.
As some FLOS items are shipped directly to you from FLOS Europe, you, the purchaser, agree to allow up to 8 weeks for delivery of your product. We will make every effort to ship the item in a timely manner.



A return authorization code will be given to you, which you will need to attach to your returned item. Please note that any item returned without an Authorization Code will not be accepted and returned to sender.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

With authorization, returns should be sent to:
FLOS Toronto
267 Niagara St.
Toronto, Ontario
Canada M6J2L7
We strive to make sure your package gets to you safe and intact. On occasion, however, you may receive a product that was damaged during shipping. In those cases we will make every effort to get your replacement as quickly as possible, at no cost to you. According to our insurer’s criteria, damaged goods must be reported within 24 hours of delivery. If damage does occur, please review our guidelines below for receiving and returning damaged items.

a. Damage to Outside Package Only:
If you receive a package with clear damage to the outside of the packaging but still believe the item inside is undamaged, please make written note of this with the courier when signing for your package. If no note is made of external damage, we cannot be responsible for any product damage and will not accept a return or administer a refund.

b. Damage to Package + Contents:
If a package arrives significantly damaged, you may refuse delivery of the item. It will then be returned to the place of origin. Please notify us right away if this occurs and we will make the necessary arrangements for a replacement to be shipped to you as soon as possible. Please note that original product lead times may apply on the replacement item.

c. Damage to Contents Only:

For any of the above situations please follow these return instructions:

FLOS Toronto reserves the right to refuse or issue a refund/replacement item in the case that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear.



If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at



Only regular priced items may be refunded, unfortunately sale items cannot be refunded.



We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at