How does the process work?

• Log into Flo by clicking the chat button and selecting the Returns tab

• Enter your security key which is a 4-digit code visible at the top of your account dashboard

• The screen will give you 2 options – ‘New Claim’ and ‘Existing Claim’ select ‘New Claim’ if it’s a new claim or type in your claim ID if it is Existing Claim

• Once you click on ‘New Claim’ the system will ask you to enter the order number.

• Input the relevant order in which you would like to raise a claim against (you can only input one at a time as claims have to be filed within 2 working days of receiving the product) g., if a product is delivered on Monday you have until 11:59pm on Wednesday to submit your claim, bank holidays and weekends and the day of the delivery doesn’t count

• Select one of the following options ‘Manufacturing Defect’ or ‘Transit Damage’ (as B2B we do not accept change of mind returns)

• Write a description of the damage/defect (up to 200 words) briefly explaining the reason for your submission

• Upload up to 4 images of the damage / defect > subsequently the system will ask you for a video (this is optional)  Product pictures are paramount as our  logistics partner or manufacturing site  would not accept a counter claim without this proof. Failure to do so will result in rejection of your claim.

• Upload up to 4 images of the inner and outer packaging showcasing the label side of the box. This is paramount as our  logistics partner or manufacturing site  would not accept a counter claim without this proof. Failure to do so will result in rejection of your claim.

• If you’re happy with everything then click submit (please note your submission will be locked and you will NOT be able to edit this or add pictures at a later time)

• The system will automatically fire an email with the claim ID to your registered email with a link to track the progression of your claim

Pre-Claim Status

• Claim Submitted – As soon as a claim is successfully submitted the tracking will automatically change to ‘Claim Submitted’

• Processing – This can take up to 48 hours or longer depending on the complexity of the case

• Not happy? Escalate (click this link to book an appointment with a senior member of the team, once the case is escalated it will be passed onto another member of the Returns Team for an impartial and independent decision)

• Resolved
• Case is resolved by a mutual agreement
• The decision made by the Returns Team is final and no further correspondence can be made

Claim is Closed and has moved to post-Claim status if applicable

• Post-Claim Status

• Collection – Once your claim is approved, we will contact you to organize a collection of the damaged product to be returned back to us.

• This will be followed by a collection number, courier, collection date and delivery date back into our warehouse

• Dispose of – On a case-to-case basis the returns team can approve a disposal of a product e.g., a mirror frame / home décor piece which is smashed in transit

Once the damaged item is delivered back to our warehouse, we will then organize a new one to be sent out.

• Free Replacement – A replacement of the whole product or a part of the product (such as a wall bracket, leg or knob) the parts are usually shipped directly from our factory in India and can be tracked using a Fedex / United Courier consignment number and link which will be provided

• Refund – This can be partial, full or in certain cases it could be a good-will gesture, this decision is finalized by the returns team.

• This will be followed by the source of refund, (bank transfer / stripe) the refund amount, refund percentage, date of refund and a credit note number

The returns department works on strict guidelines and the products will only be collected free of charge once the claim is approved by the Returns Team and regretfully, we cannot accept any other options such as self-paid returns. Please note this is guide only for automated claim submission and to know more about our returns policy please click here 

Why do we require submissions via Flo rather than emails or tickets?

While we understand that this may appear to be a ‘stubborn’ decision with additional steps, it is critical that you, our customer, understand the reasoning behind this decision.

Flo, our automated artificial intelligence-based system, is deeply integrated with our factories and artisans, as well as our offices in London and Jaipur, Ipswich distribution centres, and logistics partners such as DHL.

All submissions are then thoroughly reviewed by a human team comprised of carpentry, packaging, finishing, dispatch, admin, and quality control personnel.

Once each individual evaluation and approval is completed, the system automatically logs a counterclaim with the logistics provider and shares details with the training and learning department to avoid reoccurrence of the same issues in the future.

This fully integrated chain of command cannot be replicated or executed if a customer sends an email or raises a ticket; not to mention the lack of viability to other departments and data analysis, including lack of filing of the counter claims.

As a result, it is absolutely critical for every customer to spend a few extra minutes filing an appropriate claim through the proper process to avoid major disappointment in the future when emailed claims are rejected for the reasons stated above.

According to our internal data, nearly all emailed or ticketed claims are rejected, compared to a healthy claim acceptance ratio for a valid Flo submitted claim.

For follow-up, please keep in mind that you can open a ticket and our backend team will respond to let you know the status of the FLO-submitted returns. Please keep in mind that backend team members are merely the point of contact for customer communication and do not influence or change the decision made by the returns team.

Check out the video tutorial showcasing the step-by-step guide to how to file a claim with Flo.