Shipping policy
We prepare and ship every order with care. If you have a question about your delivery, email us at hello@floven.nl with your order number.
Where we deliver
We deliver to addresses in the Netherlands and Belgium. We do not currently ship to other countries. At checkout you can see whether delivery to your address is available.
Order processing
Orders placed before 16:00 on a business day are usually prepared and dispatched the same day or the next business day. Orders placed after 16:00, at weekends or on public holidays are processed on the next business day.
You receive an order confirmation by email once your order is placed, and a tracking link as soon as your parcel has been handed to the carrier.
Estimated delivery times
- Netherlands — 1 to 3 business days
- Belgium — 2 to 3 business days
These are estimates, not guarantees. Unless we have agreed otherwise with you, we deliver within 30 days of your order confirmation at the latest. If we cannot manage that, you may contact us to agree a reasonable further period or to cancel your order for a full refund.
Shipping costs
Shipping costs depend on your address and are shown clearly at checkout before you pay.
Carriers and tracking
We ship with DHL. As soon as your parcel is dispatched you receive a tracking link by email so you can follow it.
Possible delays
Delivery times can vary because of weather, carrier capacity, peak periods or other circumstances beyond our control. We cannot influence those, but if your parcel is running late, contact us and we will chase it with the carrier for you.
Delivery attempts
Our carriers usually attempt delivery twice. If nobody is home, the parcel may be left with a neighbour or taken to a pick-up point — your tracking link will tell you where.
If a parcel comes back to us undelivered, we will contact you to ask what you would like to do.
- If you would like it sent again, we will arrange a new delivery. Where the parcel was returned because the address supplied at checkout was incorrect or incomplete, the shipping cost of the new attempt may be charged before we send it.
- If you no longer want the order, we treat that as a withdrawal and refund you as described in our Refund Policy.
We do not charge administrative or handling fees for a returned parcel.
Incorrect or incomplete addresses
Please check your delivery details carefully before completing your order — a missing house number or apartment letter is the most common reason a parcel does not arrive.
If you spot a mistake, email hello@floven.nl straight away. If your order has not yet been dispatched we can usually still correct it.
Missing or lost parcels
Until you, or someone you have asked to receive it, take possession of your order, the risk of loss or damage is ours. So if something goes wrong in transit, it is our problem to solve, not yours.
If your tracking shows the parcel as delivered but you have not received it, please check with your neighbours and your usual pick-up point first, then contact us at hello@floven.nl. If a parcel has not moved for several days or appears to be lost, contact us as well.
We will open an investigation with the carrier. These usually take a few business days. Once a parcel is confirmed lost, we send a replacement or refund you in full — your choice.
Checking your order on arrival
Please check your order when it arrives. If anything is damaged, missing or not what you ordered, contact us at hello@floven.nl with your order number and a photo where possible. Reporting quickly helps us sort it out faster, and this is covered by your statutory rights as set out in our Refund Policy.
Storing your order
She Sleeps is best kept in a cool, dry place out of direct sunlight. If your parcel has been sitting in a warm delivery van or on a doorstep in the sun for a while, the product is still fine, but bring it inside as soon as you can.
Returns
Information about returns, our 30-Night Money Back Promise and your statutory right of withdrawal is in our Refund Policy.
Contact
Floven B.V. Vlierweg 12, 1032 LG Amsterdam, the Netherlands hello@floven.nl
