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FAQs

Account

How can I create an account?

Click here to create an account. Here you will find a “Create an Account” button which will redirect you to a form. Once you have filled in your details, your account will be registered within seconds.

How can I login in the new website with my account?

Sign into your account by using your email and password.

If you face any issue with your login please contact Customer Service.

Why do I need to register?

Registering with Flos makes your entire shopping experience convenient and pleasurable. You can browse through products on the website, make a purchase within minutes, and track your order status right until delivery.

I created an account but forgot my password. How can I get my password, or create a new password?

If you have created an account and have forgotten your password, click here to enter your email address. We can email it to you in a matter of minutes. If you do not receive an email within 30 minutes, or would like to change your password, please call us at 888-860-4311

How can I cancel my account or my newsletter subscription?

To cancel your account, please contact customer service.

If you wish to stop receiving news from us, you can simply do so by scrolling to the bottom of an email and following the unsubscribe link.

How can I update my shipping address, billing address, or payment method?

Sign into your account. You can change the shipping address, billing address, and payment method on your account menu page.

Order

How can I place an order?

To place your order, browse through the products by category or room. Select the product you wish to purchase and add it to your shopping cart. You can either continue to shop or proceed to the checkout page, where you must fill in your personal information. Place your order and wait for a confirmation message to ensure that the process is complete.

How can I check my order status?

You can log into your online shopping account to retrieve your order number and check your order confirmation email. 

In case you are unable to view your previous orders or you do not find the tracking number of your order please contact Customer Service or please call us at 888-860-4311 (toll-free) or 347-305-6992.

Can I cancel or change my order before it is dispatched?

You can cancel your order within a short period of time. If you would like to cancel or change your order, please contact Flos customer service.

Can I place an order offline?

Yes! Apart from our secure online-purchase option, you can call us at 888-860-4311 (toll-free) or 347-305-6992 to place your order. We have several established stores across the country and have also partnered with retailers who maintain our high standards of quality and service across the globe. You could also email us at shop.usa@flos.com

Shipping

What are my delivery options and how much do they cost?

Shipping is based on the value of your order. For complete delivery options and shipping rates, click here.

How long will it take to receive my order?

It will take 7-10 days to receive items shipped within the continental U.S., as long as the items ordered are in-stock at our Syosset warehouse. Shipments and deliveries are made Monday-Friday during regular business hours. Please note that many spare parts are not stocked and require a longer delivery time. If an item is not in stock we will contact you with the expected delivery date.

How will my order be delivered?

We use UPS ground®, UPS 3 Day Select ®, UPS Next Day Air ® service to ship most products, although large orders may be shipped by a freight carrier. You will be notified if this is the case. If you ship to multiple addresses, we will apply separate shipping charges per location.

Can you ship orders internationally?

We currently ship only to addresses within the United States. Orders may be placed with billing addresses outside of the United States as long as they ship to addresses within the United States. 

Do you charge taxes?

As of January 2021, FLOS USA is required to collect sales tax on orders shipping to AZ, CA, CO, CT, DC, FL, GA, HI, IL, IN, LA, MA, MD, MI, MN, MO, NV, NJ, NY, NC, OH, PA, TN, TX, VT and WA.

When placing your order, we estimate sales tax based upon the county and state the shipping address is located in.

Return Policy

How do I return a product?

You may return most purchases made on our e-shop within 30 days of purchase. Please note that clearance items, special items, parts, and outdoor items are final sale and cannot be returned.

How can I return a product?

We take the utmost care to ensure that your order arrives in good condition, however, please notify Flos USA immediately in the event that your order arrives damaged. Failure by the customer to make any claim against Flos USA within 3 business days from the delivery date will constitute acceptance of goods and waiver of any damages, errors, or shortages.

If there is a problem with your order, contact Customer Service at 888-860-4311. Click here for further details about returns, cancellations, and exchanges.

I received a damaged product. What do I do next?

We take the utmost care to ensure that your order arrives in good condition. However, in the event that your order arrives damaged, please notify Flos USA immediately. If a claim against Flos USA is not made by the customer within 3 business days from delivery date, the company will constitute acceptance of goods and waiver of any damages, errors, or shortages.

If there is a problem with your order, contact Customer Service at 888-860-4311 (toll-free) or 347-305-6992. Click here for further details about returns, cancellations, and exchanges.

Product Details

Where are your products sold?

In addition to the FLOS showrooms, we have partnered with several qualified retailers across the country.

Can I use varied voltage/wattage?

Each product comes with a set of instructions for installation and maintenance of your product. But you’ll find all the essential information in the downloadable spec sheet available under the “Product Details” tab on each product page. The specific instructions for each product must be followed accurately.

What guarantee coverage does Flos offer?

All Flos products are sold with the following manufacturer warranty: Flos warrants its products to be free from defects in materials and workmanship for a period of one (1) year from the date of delivery. The warranty period is two (2) years for all LED products. During this warranty period, Flos will repair or replace, at its option, products that are proven to be defective. Read more about warranty criteria here.

Do you offer a LED replacement service?

Flos offers a warranty period of two (2) years for all LED products. During this warranty period, we will repair or replace, at its option, products that are proven to be defective.

This warranty does not apply to damages resulting from accident, alteration, tampering, misuse, negligence, or abuse. This warranty does not apply to light bulbs, which are not products manufactured by Flos and are supplied by Flos only as an accommodation.

Does Flos offer repair services?

During the warranty period of your product, Flos will repair or replace, at its option, products that are proven to be defective. This warranty does not apply to damages resulting from accident, alteration, tampering, misuse, negligence, or abuse. This warranty does not apply to light bulbs. To know more about warranty regulations with regard to repair services please contact our customer service department.

Does this lamp have a dimmer?

On the product page, read the detailed description and go through the specifications to find out if that particular product has a dimmer.

I saw a fixture in XYZ but it isn't on the site does this mean it is no longer available/out of stock?

All the products listed on our website are the entire Flos catalog that is tested and available in the US. Feel free to contact customer service with any additional questions.

Where can I find replacement/spare parts? How I learn more about replacement parts?

The simplest way to find replacement parts is by going to the relevant product page, scrolling all the way down to the bottom, and selecting the part you are looking for in the “Spare Parts” section. You can directly add it to your shopping cart from this page and proceed to checkout.

The alternative is to go to the spare parts section in “Shop Products” on the navigation menu and browsing through the dedicated landing page to find what you are looking for.

How do I know if a product has a lightbulb included or not?

If a product is delivered without lightbulbs, a pop-up with the recommended bulbs that are needed to complete your product set will automatically appear when you add your product to the cart.

Installation

Does Flos provide installation assistance on purchase of products?

On the purchase of a product, Flos provides a detailed Installation Guide to customers. This comprehensive manual will help you install the product in a hassle-free manner.

Flos Architectural

Where can I find architectural products?

You can find architectural systems, products, and lights here – Flos Architectural. Alternatively, you can also run a quick search on the website to find what you are looking for.

Trade Program

How long does it take to sign up for Trade discount?

The Trade Program usually takes 2 business days for approval. If there are any questions or incomplete registrations, the trade professional will be contacted within that time.

Flos Showroom

Do you have showrooms or stores?

We have several showrooms nationwide. Our products are also sold through qualified dealers throughout the country.

Security

Is your website secure?

Flos understands the need and importance of keeping personal information safe and utilize Secure Sockets Layer (SSL) technology to achieve this. Your credit card and personal information is encrypted as it gets processed and goes through our ordering system.