Shipping policy

1. Delivery and Dispatch

FLOW Inspires Us conducts international shipments from Colombia through trusted allied carriers, including DHL and other logistics providers with global coverage.

Delivery times: The estimated delivery time for international orders is seven (7) to ten (10) business days, counted from payment approval. This time is estimated and may vary depending on:

The destination country and its geographic location. Customs processes and nationalization in the destination country. Customs inspections and tariffs. Weather conditions or force majeure events. Carrier capacity and distribution center congestion.

Delivery location: Orders will be delivered to the address provided by the customer at the time of purchase. It is your responsibility to provide a complete and accurate address: include house number, apartment, clear references, postal code, and contact phone number.

Authorization to receive: Any person at the registered address is understood to be authorized by you to receive the package. FLOW is not responsible for deliveries made to the provided address, regardless of who receives the package.

Responsibility for delays: FLOW is not responsible for delays caused by external processes beyond its control, including: customs reviews, customs retentions, authority inspections, force majeure events (extreme weather, natural disasters, pandemics, strikes, roadblocks), carrier delays, or administrative procedures in customs.

Tracking: Once dispatched, you will receive a tracking number to track your package in real time with the carrier.

2. Taxes, Tariffs, and Customs Charges

International orders may be subject to tariffs, value-added taxes (VAT), customs processing charges, nationalization fees, and other levies determined by the customs authorities of the destination country.

These values: Are not included in the product price or shipping cost. Must be assumed by you upon package receipt. Are determined by your country's customs, not by FLOW. May vary according to tariff classification and legislation.

FLOW's responsibility regarding tariffs: FLOW has no control over these charges and cannot estimate them in advance. It is your responsibility to research and understand the taxes that apply in your country before making the purchase. Some countries publish public information about typical tariffs by product category.

For orders shipped to the United States: In accordance with current regulations, most orders with a value below USD $800 may not generate additional tariff charges. However, this is not guaranteed and depends on product classification and current customs policies.

For orders shipped to Colombia: If you are a resident of Colombia, taxes may apply according to the purchase value. Consult with Colombian customs authorities for more information.

For orders shipped to the EU: Taxes and tariffs may apply according to European Union regulations. Exact costs depend on the tariff classification of the product.

3. Delivery Attempts and Reshipping

If the package is not delivered: If the package cannot be delivered due to causes attributable to the customer, it may be retained in customs, returned to the distribution center, or held by the carrier.

Causes of non-delivery include: Incorrect, incomplete, or illegible address. Customer absence from the address on multiple delivery attempts. Unavailability to pay customs duties or charges upon delivery. Customer refusal to accept the package. Local restrictions in the destination country.

Reshipping: If the package is returned or retained, you must assume the full reshipping cost if you wish it to be reshipped. These costs must be paid before processing the new shipment.

Options in case of non-delivery: Reshipping: Pay reshipping costs for it to be sent again. Address change: Request it be sent to a different address (also incurs reshipping cost). Money refund: Request a refund of the amount paid for the product, deducting shipping, customs, and logistics costs already incurred.

Responsibility: FLOW is not responsible for additional charges generated in reshipping, retention, or return processes. The customer assumes all associated costs.

4. Responsibilities in International Shipping

FLOW's responsibility: Ensure products are dispatched in good condition from Colombia. Coordination with trusted carriers. Provide tracking numbers. Quick response to shipping inquiries. Refund in case of total package loss (according to carrier policy).

Buyer's responsibility: Provide complete, correct, and accurate address. Be available or authorize someone to receive the package. Inspect the package upon delivery. Report damage within 48 hours with photographs. Pay customs duties and tariffs when required. Comply with import regulations of the destination country.

Carrier's responsibility: The carrier is responsible for delivering the package intact and undamaged. If the carrier causes damage or loses the package, the carrier is responsible for replacement or compensation according to its coverage policy.

Customs authorities' responsibility: Customs authorities are responsible for determining and collecting taxes and tariffs according to local legislation. FLOW has no control over these processes.

5. Damage in Transit

If the package arrives damaged: You must report it within forty-eight (48) hours of receiving the package. Provide clear photographs of external damage (packaging) and internal damage (product). FLOW will coordinate with the carrier to investigate.

If damage is by carrier: The carrier is responsible for replacement or compensation. FLOW will coordinate with them on your behalf.

If damage is due to manufacturing defect: FLOW will assume the cost of replacement or refund as appropriate (see Return and Refund Policy).

6. Important Considerations for International Customers

By making an international purchase, you accept that:

The package will be dispatched from Colombia, not from Florida (where the company is based). There may be customs clearance and nationalization processes in the destination country. Delivery times may be affected by customs controls, inspections, or administrative procedures. It is your responsibility to understand your country's import laws before making a purchase. Some products may be restricted or prohibited in certain countries - verify before buying.

Customs and delays: International shipments may experience significant delays in customs. FLOW is not responsible for delays caused by customs procedures, inspections, documentation requirements, or decisions by customs authorities of your country.

Import restrictions: Some countries have restrictions on importing certain products (textiles, accessories, etc.). It is your responsibility to verify that products are legal in your country before making the purchase. FLOW is not responsible if a product is rejected by customs due to local restrictions.

Package receipt: In some countries, you may need to present identification documents or go to customs to claim the package and pay tariffs. FLOW is not responsible for these administrative procedures.

7. Shipment Tracking

Once your order is dispatched, you will receive a tracking number via email or WhatsApp. You can use this number to track your package in real time with the carrier (DHL or other).

If you have questions about your shipment: Contact FLOW via WhatsApp at +57 310 2485375 or email hola@zonaehome.com. We will respond within 24-48 hours on business days.

8. Lost or Undelivered Shipments

If your package is completely lost during transit (after being dispatched from Colombia):

Report within five (5) business days of the estimated delivery date. Provide order number and tracking number. FLOW will coordinate with the carrier to investigate. If loss is confirmed due to carrier negligence, the carrier is responsible for compensation according to its policy.

If loss is due to external causes (natural disaster, indefinite customs retention, etc.), FLOW and the carrier are not responsible for additional compensation beyond what is covered by the standard policy.

9. Special Shipments and Restrictions

Shipping capacity: FLOW ships clothing, footwear, and accessories items. We do not ship dangerous, controlled products, or those requiring special licenses.

Size and weight: Products must fit in standard packages. Very large or heavy items may require special quotation.

Geographic coverage: FLOW ships to most countries in the world. Some countries may have restrictions or limitations. Contact to confirm if your country is available.

10. Shipping Claims

If you have a claim related to shipping (delay, damage, loss, incorrect address), contact FLOW within five (5) business days after the estimated delivery date.

Provide: order number, tracking number, photographs (if applicable), detailed description of the issue.

FLOW will evaluate the claim and determine responsibilities according to the nature of the case.

11. Legal Basis and Dispute Resolution

Legal basis: This policy is primarily governed by the laws of the State of Florida, United States. However, Flow respects the consumer protection laws of your country of residence when they are more favorable to you:

In Colombia: Law 1480 of 2011 (Consumer Protection Code)

In the European Union: Directive 2011/83/EU (Consumer rights in distance selling)

In the United States: Applicable state consumer protection laws

In other countries: Local consumer protection legislation as appropriate

The legislation most favorable to you applies.

Dispute resolution: In case of dispute related to shipping or this policy:

Step 1 - Direct communication: First contact Flow at hola@zonaehome.com or +57 310 2485375 on WhatsApp.

Step 2 - Mediation: If not resolved, Flow offers international online mediation.

Step 3 - Arbitration: If mediation fails, it will be submitted to binding arbitration according to UNCITRAL, in English language, in Miami, Florida.

12. Contact

For questions, issues, or shipment tracking:

WhatsApp: +57 310 2485375 (available for inquiries in Spanish and English)

Email: hola@zonaehome.com

Distribution center (Colombia): Cruce del Tablazo, 700 meters towards Zona Franca, Llanogrande, Rionegro – Antioquia, postal code 054047, Colombia

Address in Florida (USA): 135 103rd Street, PH-2, Bay Harbour Islands, Florida 33154, United States

Website: www.flowinspiresus.com

We will respond to your request within 24 to 48 hours on business days.

Last updated: May 2026