Return & refund policy

Last Updated: May 28, 2026

We want you to be completely happy with your purchase. If you are not satisfied, you may return eligible items within 30 days of receiving your order for orders shipped to the 48 contiguous United States.

Returns

Eligibility To be eligible for return, the item must meet all of the following conditions:

  • It must be in its original condition: unworn, unwashed, and free of any stains (e.g., from makeup or deodorant).
  • All original tags, packaging, and any included gifts must be intact.
  • You must include your proof of purchase (order receipt or confirmation email).

How to Start a Return

  1. Log into your account at https://account.flowflowstore.com.
  2. Go to your order history and click “Request Return” for the relevant order.
  3. Select the item(s) you wish to return, choose a reason, and add any notes.
  4. Submit the return request.

If approved and a return shipment is required, you will receive an email with return instructions and a prepaid return shipping label (if applicable).

How We Refund

  • All approved returns will be refunded to your original payment method (credit/debit card).

  • Orders placed using Store Credit (including credits from previous returns) will be refunded as Store Credit

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    If you cancel your order before it ships, please contact us via email. We will process your refund after cancellation.

Return Shipping & Costs

  • If you receive a defective, damaged, or incorrect item, FLOW FLOW will cover both the original shipping costs and the return shipping costs.
  • Returns caused by customer use, wear, or handling are considered non-defective returns. In such cases, the customer is responsible for both the original shipping costs and the return shipping costs. A original shipping fee of $10 will be automatically deducted from your refund. This includes, but is not limited to:
    • Items showing signs of wear, stains, or odor from use
    • Missing or removed tags
    • Items that are no longer in a resalable condition
  • We do not charge any restocking fees or return handling fees.

 

Returns Warehouse

All approved returned items must be shipped to our Returns Warehouse at the following address: 3444 De Forest Cir, Jurupa Valley, CA 91752, United States

Important Return Exceptions The following items and situations are not eligible for return:

  • Items that show signs of wear, damage, or do not meet the return conditions above.
  • For hygiene and safety reasons, the following items cannot be returned:
    • Lingerie
    • Underwear
    • Swimwear (unless the hygiene sticker is intact)

Damaged or Defective Items

Please inspect your order upon receipt. If the item is defective, damaged, or you received the wrong item, contact us within 3 business days at info@flowflowstore.com with photos of the item and packaging. We will evaluate the issue and make it right. FLOW FLOW will cover both the original shipping costs and the return shipping costs.

Exchanges

The easiest way to exchange an item is to place a new order for the desired size or style. Once we receive your original return, we will issue a store credit to your account, which you can use toward your new order. Original shipping fees are non-refundable and cannot be applied to the new order.

Refund Processing Time

  • Once we receive and inspect your return, we will process the refund within 7 business days.
  • You will receive an email notification once the refund has been issued.
  • Refunds to your original payment method typically appear within 10 business days after processing (depending on your bank or card issuer).

Note: The total time from when you ship your return until you receive your refund can take up to 21 business days, depending on shipping and inspection time.

A Quick Tip

To receive a new item as quickly as possible, we recommend placing a new order right away instead of waiting for us to receive your return. We cannot hold items or process exchanges until the original item is back with us.

Questions?

If you have any questions about returns, please contact our support team 

info@flowflowstore.com

Service Hours: 10:00 AM – 6:00 PM GMT+8（Monday to Friday）

GRAPHENE LOCASIAN LIMITED

B233-12F,2-28 Kwai Lok Street
Kwai Chung, NT, HK

+852 9811 6488