SHIPPING
We ship all the orders from our studio in Nairobi, Kenya.
We aim to deliver your chosen items in perfect condition, however we cannot be held responsible for delays occurring due to the carrier, misstatement of your shipping address, damages that occur during shipment or your destination’s customs. Further details on this below.
KENYA
Shipping costs are free for all orders within Kenya. Our courier partner, Sendy provides tracking for your order and ensures your Floc product to arrive safely.
INTERNATIONAL
Shipping costs are dependent on the weight of your purchase, starting at US$30 to the rest of the world. We use standard Kenyan Postal services partnered with EMS.
INTERNATIONAL TAXES AND DUTIES
In accordance with Kenyan export regulations FLOC is required to declare the exact value of all items.
Local guidelines apply once your purchase arrives in the country of destination and may be subject to local customs duties and/or local taxes in that country. These taxes and duties are not included with your purchase. Please check with the local authority to ascertain applicable rates as these charges are borne by you.
FLOC is not responsible for any matter regarding the custom policies or administrative fees and duties that may apply in the customer country.
If the receiver refuses to pay taxes + duties, the item(s) will be returned to FLOC Kenya and the order will be refunded excluding return shipping fee and original shipping fee.
We will be happy to assist you if you have any questions about this matter.
SHIPPING TIME
Packages typically arrive within 5 – 10 days to most international destinations from the date when the order is confirmed. You will receive an email notification confirming the dispatch of your order, including the tracking number.
Orders placed on Saturday and Sunday will be processed on the following Monday. If your order will not be dispatched within the time frame specified at ordering, we will notify you, as this may delay the shipping process.
Customers are responsible for any taxes incurred in the destination country. In the case that this applies, the shipping company will phone you once your items are in customs to let you know the cost before releasing the goods. This may delay your delivery time.
ORDER TRACKING
Once shipped, a tracking number will be emailed to you with details of your delivery.
RETURN POLICY
At FLOC, we want you to enjoy your product. If for any reason, you are not happy with the item you ordered, please email jambo@floc-suspend.com first to obtain a return form.
You have 14 days to return it (starting from the day you received it), provided that the items are in original condition and in original packaging. Items that are damaged on receipt will not be eligible for a refund, unless it is clear that the fault is due to the making of the peice.
We recommend sending via a courier and insured service with tracking, such as DHL, for your protection. Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us, we will be entitled to make a claim against you for any losses which we suffer.
Please allow 10 business days before receiving our email receipt of the return. Your refund will be issued in the original method, less any shipping costs. Please note that your banking institution may require additional days to process and post the transaction to your account (typically 3-5 business days).
We do not accept returns of products sold at a discounted price.
EXCHANGE POLICY
Unfortunately, we do not accept exchanges of products. If you would like to order a different product, just place a new order, and we will get in contact with you to manage the return of your product. No handling or restocking fees will be applied in this case.
If you require any further assistance, please contact us at ijambo@floc-suspend.com
CANCELLED ORDER
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
Item(s) not available
Difficulty in processing your payment information
Cannot ship to address provided
Duplicate order was placed