FAQ
Find answers to our most frequently asked questions.
Refunds & Exchanges
Do you offer refunds & exchanges?
Yes, we offer full and partial refunds. We also offer exchanges.
Please enquire for more information about our Refund policy
support@fllowofficial.com
Who pays the return postage in the case of a refund/exchange?
All return shipping is to be paid by the customer.
We will only refund the postage if the customer has received a wrong order/product.
What size should I get?
Our garments fit true to size for a naturally fitted silhouette.
Prefer a more relaxed look? We recommend selecting one size up.
If you're between sizes, sizing up will offer a more comfortable fit without compromising shape.
For personalised guidance, our team is here to help.
What if I selected the wrong size?
No problem. We offer a 7-day return or exchange policy. Just contact us, and we’ll help you get the right size.
Shipping & Delivery
What are your timescales for delivery?
Delivery time can take between 7-14 days. Processing time 1-3 days.
Due to global supply chain challenges, shipping times could be longer than usual.
For more information check our Shipping Policy.
Do you ship internationally?
Yes, we ship worldwide.
Shipping costs are calculated at checkout. Email subscribers enjoy exclusive access to special deals and promotions throughout the year.
Do you offer next day delivery?
We don't offer next day delivery at the moment.
However, we work hard to ensure there is no delays with our current processes.
How much does it cost?
Shipping rates can vary depending on your region and are calculated at checkout.
Here are the full details of our Shipping Policy.
Do you provide tracking information?
Yes!
Once your order is shipped, you'll receive an email with tracking details so you can easily follow your packages journey.
Payments & Safety
Is my payment data safe with you?
Yes. All payments on Fllow Official are processed through secure and encrypted payment gateways such as Visa, Mastercard, PayPal, Apple Pay, Google Pay, and Shop Pay.
These providers adhere to PCI-DSS security standards set by the PCI Security Standards Council, ensuring your payment information is protected at all times.
Do you accept online payments?
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
What forms of payment do you accept?
We accept payments from major credit card companies like Visa, Mastercard, and American Express.
Products Information
What materials does Fllow Official use?
At Fllow Official we carefully select premium natural fibres such as wool, merino wool, cotton, and mink blends.
These materials are chosen by our founders and team for their comfort, durability, and refined texture.
Our goal is to create versatile garments that can be worn year-round as part of a timeless capsule wardrobe.
Why does Fllow Official avoid polyester?
Many brands rely on polyester because it is inexpensive and easy to mass produce.
However, polyester is a synthetic fibre derived from plastic and can trap heat and moisture against the skin.
We prioritise natural fibres that are more breathable, comfortable, and designed to last longer.
Does Fllow Official ensure safe and fair working conditions?
We work with manufacturing partners who maintain safe working environments and respect fair worker rights.
We prioritise factories that follow responsible labour practices, ensuring employees are treated with fairness, safety, and respect throughout the production process.
Ethical working conditions are an important part of how our garments are made.
Are Fllow Official pieces designed to last?
es. Our garments are designed with longevity in mind.
By using high-quality materials and neutral, versatile colour palettes, each piece is intended to remain wearable across multiple seasons.
Warranty & Repair
Do you offer warranty for your products?
All our products are subject to quality control.
Our warranty provides a guarantee against manufacturer defects.
The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.
It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.
Do you offer extended warranty?
An extended warranty can be added to your products for an additional cost.
Please get in touch for more information about extended warranties.
How much does extended warranty cost?
The extended warranty could come at a different cost depending on the type of product and extended period.
Please get in touch for more information.
“As a new brand, we take pride in giving every customer our full attention and satisfaction with every order. We carefully select premium materials with a neutral, versatile palette in mind.”
The founders, Dan and Jo.