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DELIVERY
Where is my shipment?
Once your order has been shipped, you can track the shipping stages of your order from the "Orders" menu title in the "My Account" section. If you are not a member, you can track your order by entering the order number and mobile phone number using the "Shipping Tracking" tab under the "Order" tab. Once you have completed your order, you will receive the following notification messages:
1- When payment is completed, You will receive an email with the subject "Your order has been received"
2- When your order is shipped, you will receive an email with the subject line: "Your Order Has Been Shipped"
When will my order arrive?
The products you purchased will be shipped to you within the timeframe mentioned on the product detail page. The cargo company will notify you with an SMS when your order is in the process of distribution.
Is there a delivery fee?
There is a shipping/cargo fee for your credit card orders.
With which shipping company will my order be sent?
Your orders are sent with PONY EXPRESS.
My order came when I wasn't at my address. How can I reach my order?
If you are not present at the delivery address, the cargo company will contact you by SMS or phone number.
Do you deliver on public or bank holidays?
Delivery is not possible on public holidays.
What should I do if my deliveries are late?
If your order is not received within 7 business days at the latest, you may contact Customer Services.
Will I be charged any fees when I receive my order?
For credit card orders, no fees are charged upon receipt of products.
RETURN
How can I return an order?
For the products you want to return, you must first create a cancellation/refund request in the My Account field. In the second stage, after you fill out the return form in your package, you must take the product you wish to return to the shipping company of PONY EXPRESS by taking it to the nearest shipping branch of PONY EXPRESS.
The return period for purchased products is 14 days as of the invoice date.
Can I exchange and return items I purchased from your site at your stores?
There is no exchange process for the order made on our website. You can return the product you are not satisfied with by returning it to the cargo company free of charge within 14 days after receiving it, and then you can order again if you wish.
Important: It is strictly necessary to return the product along with its invoice, that the product has not been used and that it be delivered with all of its accessories in the same way that it was received by you.
Will I pay the shipping/cargo fee on the return?
You can return your products free of charge with our contracted PONY EXPRESS company.
Can I return the products I purchased with more than one order at once?
You must create a cancellation/return request in the "My Account" section at once and then fill out the return form in the cargo package and deliver it to PONY EXPRESS shipping/cargo company with your product.
What Is your return policy?
1. For online orders, the return period shall be 14 days from the invoice date.
2. In order to return your products for free, you must send them with the contracted company PONY EXPRESS.
3. Single-use products that deteriorate rapidly or are likely to expire are not accepted for return.
4. Products will be sent to you if they arrive in used, worn, and washed condition. In this case, no refunds will be given
When will the fee refund be made for the product I have returned/canceled?
The returned product process is as follows:
• Upon receipt, the product is checked for compliance with the return policy.
• If the product complies with the return terms, the return process is completed within 14 working days.
• If the product does not comply with the return terms, it will be sent back to your address.
• For your credit card orders, an email notification is sent when the refund process is complete. The time for your refund to be reflected on your card varies depending on the return terms of your bank.
MY ACCOUNT
How can I open a new account?
You can create an account by filling in the necessary information in the "Create Account" field by clicking the "Login" button on the upper right corner of the screen.
How do I update my membership information?
First, you must sign in as a member. Once you sign in, you can update your membership information by going to the "My Profile" tab in the profile section at the top right of the screen.
How can I change my password?
After logging in, you can change your password from the "Change Password" tab in the profile section in the upper right corner of the screen on our website.
Can I change my e-mail address?
For your security, we cannot change your email address.
I forgot my password, what do I do?
You can create a new password by clicking the "Forgot Password" button on the "Login" page.
Can I also order as a guest without opening an account?
You can shop without being a member (Guest Checkout), only using your credit card payment method.
How can I delete my account?
You can submit a request to delete your account by sending an email from our communications department.
I want to activate my deleted account. What can I do?
To reactivate your account, you can send an email to support@flo.com.kz
PAYMENT METHODS
Can I pay with Cash on Delivery?
Payment method via cash is currently is unavailable.
Can I pay with a bank/debit card?
You can pay for shopping using all bank/credit cards.
Am I safe when shopping with a bank/credit card?
Yes, it is completely safe. Card information used when shopping cannot be recorded without your permission, and third parties cannot view it. For your security, your credit card information is sent to the relevant bank via SSL in an encrypted way, and a confirmation is obtained from the bank. Our systems are protected against all kinds of threats by using state-of-the-art hardware and software technologies for the security of your information.
Can I pay by bank transfer?
Payment cannot be made by wire transfer. You can use a debit card or bank card for your Internet shopping.
What is 3D Secure Payment?
3D Secure Payment is a secure payment system designed to improve the security of credit and debit card transactions conducted over the internet. With the "safe internet shopping" solutions developed by Visa and Master Card, both cardholders and member merchants are secured against fraud. All payments on our shopping website are made using 3D secure payment.
INVOICE
How and when is my invoice sent?
The documents of the products you purchased from our shopping site are sent to the delivery address in your cargo package.
Can I make changes to billing information?
You can make changes to your billing information prior to ordering.
Will my invoice or the products I have purchased appear outside the package?
Only sender and receiver information is included in your shipping package. The items you have purchased or your invoice are not visible outside the shipping package.
ABOUT FLO
Is it safe to shop on your site?
Yes, it is completely safe. Card information used when shopping cannot be recorded without your permission, and third parties cannot view it. For your security, your credit card information is sent to the relevant bank via SSL in an encrypted manner, and a confirmation is obtained from the bank. Our systems are protected against all kinds of threats by using state-of-the-art hardware and software technologies for the security of your information.
Are the products sold original?
All of the products sold on flo.com.kz are genuine items you can find on the product catalogs of the brands.
Where can I find the FLO Personal Data Protection and Processing Policy?
You can access the Personal Data Protection and Processing Policy from here.
What is your privacy policy?
You can access our privacy policy from here.
ORDERS
How can I place an order?
1- You can add the product to the shopping cart by selecting the product and the size you want to buy and clicking the "Add to Cart" button. (To choose the size, you can use our "Size Chart" section.)
2- After adding to the cart, you can continue shopping or click the "Go to cart" button to complete your order.
3- If you have a discount code that you can use on your order, you can type it in the "Campaign Code / Coupon" field and click the Send button. After this process, your discount will be applied to the shopping cart. You can then continue to purchase.
4- Please fill out the address details on the page that opens and continue.
5- Select your preferred method of payment and enter your payment details.
6- Click 'Checkout' to complete your purchase.
How can I track my order?
After your order has been shipped, you can track the shipping status of your order from the "Orders" section in the "My Account" section. After completing your order, you will receive the following notification emails:
1. When payment is completed, You will receive an email with the subject "Your order has been received"
2. When your order is shipped, you will receive an email with the subject line: "Your Order Has Been Shipped"
How do I cancel my order?
Click on the "My Orders" link under the "My Account" button. You can cancel your order if your order status is "Pending Confirmation, Pending Payment, Confirmed or In Preparation."Cancellation cannot be made after your order has been invoiced and shipped. You can return your order. You can follow the return steps described under " How can I return an order?"
How can I use my discount/coupon code?
You can use the discount/coupon code by following the steps below.
1. Add the product to your cart and go to your cart..
2. Click on the Campaign Code / Coupon icon at the bottom right.
3. You can use your discount code by entering the code in the relevant field and then clicking Send.
How can I find the product I'm looking for?
You can search for products, brands, models, colors, etc. from the "Search" bar at the top of our site. You can easily search for details between categories. You can quickly access the product you are looking for by entering your options in category filters separated by different criteria or by selecting from the product menu options.
Can I have my order wrapped as a gift? Can I have a gift card attached?
Gift wrapping and gift cards are currently not available.
Can I make changes to my order?
Sign in to your account and click on the "My Orders" link under the "My Account" button. You can change your address information for orders with "Pending Confirmation", "Pending Payment", "Confirmed" or "In Preparation" status.
Can I change the size of the product I purchased?
We do not have an exchange process on our site. You can return the product you have at no cost and reorder the size/number that suits you.
My order has been canceled. How can I get the information?
Some orders you create may be canceled automatically to ensure your safety if deemed risky by our system or other cancellation reasons. You can find the reason for the cancellation in the information e-mail sent to your email address. If you have not received any e-mails, please contact Customer Services.
My order arrived damaged. What should I do?
Please contact our Customer Services department or send an e-mail to customerservice@flo.com.kz.
My order is incomplete. What should I do?
Please contact our Customer Services department or send an e-mail to customerservice@flo.com.kz.
Is VAT included in the prices of the products I purchase?
VAT is included in the sales price of every product sold on our site.
Can I place my order through a customer representative?
For your information security, only you can place yours order through the website.
What should I do if I do not receive the payment confirmation despite entering all the required information during the payment step?
If you are trying to pay by credit card, we recommend that you check the following:
* Whether your credit card can be used for Internet shopping.
* The available limit on your credit card or virtual card.
* The expiration date on your card.
* The CVC information of your card.
* Whether you have entered your card information correctly.
* If the card you use is an additional card, whether it has been canceled by the main cardholder.
* Your internet connection during the confirmation process.
* Whether there is a report of loss made on behalf of your card.
DELIVERY
Where is my shipment?
Once your order has been shipped, you can track the shipping stages of your order from the "Orders" menu title in the "My Account" section. If you are not a member, you can track your order by entering the order number and mobile phone number using the "Shipping Tracking" tab under the "Order" tab. Once you have completed your order, you will receive the following notification messages:
1- When payment is completed, You will receive an email with the subject "Your order has been received"
2- When your order is shipped, you will receive an email with the subject line: "Your Order Has Been Shipped"
When will my order arrive?
The products you purchased will be shipped to you within the timeframe mentioned on the product detail page. The cargo company will notify you with an SMS when your order is in the process of distribution.
Is there a delivery fee?
There is a shipping/cargo fee for your credit card orders.
With which shipping company will my order be sent?
Your orders are sent with PONY EXPRESS.
My order came when I wasn't at my address. How can I reach my order?
If you are not present at the delivery address, the cargo company will contact you by SMS or phone number.
Do you deliver on public or bank holidays?
Delivery is not possible on public holidays.
What should I do if my deliveries are late?
If your order is not received within 7 business days at the latest, you may contact Customer Services.
Will I be charged any fees when I receive my order?
For credit card orders, no fees are charged upon receipt of products.
RETURN
How can I return an order?
For the products you want to return, you must first create a cancellation/refund request in the My Account field. In the second stage, after you fill out the return form in your package, you must take the product you wish to return to the shipping company of PONY EXPRESS by taking it to the nearest shipping branch of PONY EXPRESS.
The return period for purchased products is 14 days as of the invoice date.
Can I exchange and return items I purchased from your site at your stores?
There is no exchange process for the order made on our website. You can return the product you are not satisfied with by returning it to the cargo company free of charge within 14 days after receiving it, and then you can order again if you wish.
Important: It is strictly necessary to return the product along with its invoice, that the product has not been used and that it be delivered with all of its accessories in the same way that it was received by you.
Will I pay the shipping/cargo fee on the return?
You can return your products free of charge with our contracted PONY EXPRESS company.
Can I return the products I purchased with more than one order at once?
You must create a cancellation/return request in the "My Account" section at once and then fill out the return form in the cargo package and deliver it to PONY EXPRESS shipping/cargo company with your product.
What Is your return policy?
1. For online orders, the return period shall be 14 days from the invoice date.
2. In order to return your products for free, you must send them with the contracted company PONY EXPRESS.
3. Single-use products that deteriorate rapidly or are likely to expire are not accepted for return.
4. Products will be sent to you if they arrive in used, worn, and washed condition. In this case, no refunds will be given
When will the fee refund be made for the product I have returned/canceled?
The returned product process is as follows:
• Upon receipt, the product is checked for compliance with the return policy.
• If the product complies with the return terms, the return process is completed within 14 working days.
• If the product does not comply with the return terms, it will be sent back to your address.
• For your credit card orders, an email notification is sent when the refund process is complete. The time for your refund to be reflected on your card varies depending on the return terms of your bank.
MY ACCOUNT
How can I open a new account?
You can create an account by filling in the necessary information in the "Create Account" field by clicking the "Login" button on the upper right corner of the screen.
How do I update my membership information?
First, you must sign in as a member. Once you sign in, you can update your membership information by going to the "My Profile" tab in the profile section at the top right of the screen.
How can I change my password?
After logging in, you can change your password from the "Change Password" tab in the profile section in the upper right corner of the screen on our website.
Can I change my e-mail address?
For your security, we cannot change your email address.
I forgot my password, what do I do?
You can create a new password by clicking the "Forgot Password" button on the "Login" page.
Can I also order as a guest without opening an account?
You can shop without being a member (Guest Checkout), only using your credit card payment method.
How can I delete my account?
You can submit a request to delete your account by sending an email from our communications department.
I want to activate my deleted account. What can I do?
To reactivate your account, you can send an email to support@flo.com.kz
PAYMENT METHODS
Can I pay with Cash on Delivery?
payment method via cash is currently is unavailable.
Can I pay with a bank/debit card?
You can pay for shopping using all bank/credit cards.
Am I safe when shopping with a bank/credit card?
Yes, it is completely safe. Card information used when shopping cannot be recorded without your permission, and third parties cannot view it. For your security, your credit card information is sent to the relevant bank via SSL in an encrypted way, and a confirmation is obtained from the bank. Our systems are protected against all kinds of threats by using state-of-the-art hardware and software technologies for the security of your information.
Can I pay by bank transfer?
Payment cannot be made by wire transfer. You can use a debit card or bank card for your Internet shopping.
What is 3D Secure Payment?
3D Secure Payment is a secure payment system designed to improve the security of credit and debit card transactions conducted over the internet. With the "safe internet shopping" solutions developed by Visa and Master Card, both cardholders and member merchants are secured against fraud. All payments on our shopping website are made using 3D secure payment.
INVOICE
How and when is my invoice sent?
The documents of the products you purchased from our shopping site are sent to the delivery address in your cargo package.
Can I make changes to billing information?
You can make changes to your billing information prior to ordering.
Will my invoice or the products I have purchased appear outside the package?
Only sender and receiver information is included in your shipping package. The items you have purchased or your invoice are not visible outside the shipping package.
ABOUT FLO
Is it safe to shop on your site?
Yes, it is completely safe. Card information used when shopping cannot be recorded without your permission, and third parties cannot view it. For your security, your credit card information is sent to the relevant bank via SSL in an encrypted manner, and a confirmation is obtained from the bank. Our systems are protected against all kinds of threats by using state-of-the-art hardware and software technologies for the security of your information.
Are the products sold original?
All of the products sold on flo.com.kz are genuine items you can find on the product catalogs of the brands.
Where can I find the FLO Personal Data Protection and Processing Policy?
You can access the Personal Data Protection and Processing Policy from here.
What is your privacy policy?
You can access our privacy policy from here.
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