Shipping and returns

All orders are confirmed by email, which includes the total price, delivery costs, and the list of ordered products.

To receive an order confirmation, a valid email address must be provided at the time of ordering. By placing an order, you agree to our current delivery terms and conditions.

We deliver your order to a pickup point, parcel locker, or directly to your door, based on your selected delivery method. You will receive a notification by SMS, email, or letter once the parcel has been delivered.

Delivery Options in Finland

Orders are delivered safely and quickly via Posti and Postnord to your nearest pickup point or directly to your home, depending on your choice.

If you wish to change your selected Posti or Postnord pickup location after placing your order, please email us as soon as possible at tilaukset@flowcosmetics.com and include your order number.

Pick-up from the factory store

When choosing the delivery method as pick-up; your order can be picked up at our factory store, by Kylänraitti 7, 11710 Riihimäki (Finland). Please check the opening hours

Pickup from Factory Store

If you choose "Pickup" as your delivery method, your order will be available for collection at our factory store in Riihimäki during opening hours:

Address: Kylänraitti 7, 11710 Riihimäki, Finland
Opening hours:  Please check here.

Pickup orders are processed within 24–48 hours, depending on the order volume and processing time. You will receive an email notification once your order is ready for pickup.

Please note: we store pickup orders for 3 months from the date of the order.

In matters related to deliveries, please send us an email tilaukset@flowcosmetics.com or call us +358105675190.

International Shipping

We deliver to the countries listed below. Shipping costs vary by country, but orders over €150 or €200 (depending on the destination) qualify for free shipping.

Products and prices

EU Customers: All prices shown on our website include VAT (25.5%).
Non-EU Customers: Prices are shown without VAT (0%). Customers are responsible for any import duties, local taxes, or similar charges in their own country, payable upon receipt. For help estimating duties and taxes, please contact your local customs office.

How long does the delivery take?

We aim to dispatch orders as quickly as possible—usually on the same or next business day after receiving the order. During busy periods or if an item is out of stock, delivery may take slightly longer. In case of significant delays, we will contact you directly.

Domestic delivery time: 1–4 business days
Any delays will be communicated by email.

• Delivery time in Finland 1-4 business days
• For international deliveries, please see the table above.

Pre-sale

If you order a product on pre-sale, it will be shipped on the date specified on the product page. You may include other items in the same order, but note that the entire order will be shipped together once the pre-order product becomes available.

Return policy

Customers have a 14-day right to exchange or return products in accordance with the Finnish Consumer Protection Act. The return shipping fee is paid by the customer (€6.90 within Finland, international returns follow country-specific shipping fees).

Please note: The return policy only applies to unused, saleable products in their original packaging. It does not apply to sample products.

Return Instructions

If you wish to return a product, please contact us first via email or phone. Please note that uncollected packages are not processed as returns.

1. Contact us at asiakaspalvelu@flowcosmetics.com or call us at +358 10 567 5190.

2. Provide your order number and let us know which product you'd like to return.

3. We’ll send you detailed return instructions and a return code.

4. Include your name and order number in the return package for identification.

5. Once approved, we will refund the product price to your original payment method.

6. A return shipping fee will be deducted from the refund amount.

Uncollected Orders

If an order is not collected and is returned to us, we charge a €12 handling fee. This covers part of the costs incurred, such as delivery, return freight, and warehouse handling. As a small family business, each uncollected order results in real costs for us. (Carriers charge for delivery both ways and storage.)

Please note that an uncollected order is not the same as a return. If you wish to return a product, always contact us first.

If you want an uncollected package to be re-shipped, we will charge the regular delivery fee as per our price list. Please contact us to arrange the re-shipment.

Claims & Complaints

If you receive a defective product or if the package is damaged in transit:

1. Contact us within 7 days at asiakaspalvelu@flowcosmetics.com or call +358 10 567 5190.

2. If the package is damaged, take a photo of the packaging and the product.

3. We will either replace or refund the item depending on the situation.

If the damage occurred during shipping, please note that the complaint must be made immediately to the carrier. Send us a clear photo of the damaged parcel and product to asiakaspalvelu@flowcosmetics.com. We will refund the value of the damaged products.