WOMEN'S SLIDES – MOSS

FAQs for Orders, Deliveries and Payments

1. How long does it take to process and ship my order?
Processing times can vary based on the product and design complexity. Typically, it takes 4-7 business days for production. After that, shipping times depend on your location and chosen shipping method. We recommend you choose the FREE standard shipping option, the package will then be delivered via PostNord.

2. Can I cancel or change my order after it's been placed?
Orders can be canceled or modified within 2 business days of purchase. Please contact us as soon as possible with your order details. After the initial window of 2 business days, orders have already entered production and cannot be changed.

3. Can I track my order?
Yes, once your order ships, you will receive a tracking number via email. You can use this tracking number to monitor the status and location of your package.

4. What payment methods do you accept?
We accept a variety of payment methods, including major credit cards, PayPal, Klarna and other secure payment options. You can find the full list of accepted payment methods at checkout or check the footer on this page.

5. How can I contact your customer support team for further assistance?
We're here to assist you with any questions or concerns you may have – never hesitate to contact our support team.

Frequently Asked Questions: Customs Fees and VAT for Goods Shipped from Outside the EU to Sweden

1. Why do I have to pay additional customs fees and VAT for goods shipped from outside the EU to Sweden?
When you receive goods from outside the EU, they may be subject to customs fees and Value Added Tax (VAT) as per Swedish regulations. These fees are assessed to ensure that imported goods comply with customs and tax requirements.

2. How are customs fees and VAT calculated?
Customs fees and VAT are typically calculated based on the declared value of the goods, the type of product, and its country of origin. The specific calculations can vary. For detailed information on how these fees are determined, please visit Tullverket.se for guidance.

3. Where can I find more information about customs fees and VAT for imports to Sweden?
For comprehensive information on customs fees, VAT, and import regulations in Sweden, we recommend visiting the official Swedish Customs website at Tullverket.se. It provides detailed insights into the procedures and requirements.

4. How and when do I pay these fees?
Customs fees and VAT are typically collected by the shipping carrier upon delivery or in some cases in advance. The payment process and timing may vary, so it's essential to check with the carrier and follow their instructions.

5. Can I appeal or dispute customs fees and VAT charges?
If you believe that customs fees or VAT have been incorrectly assessed, you have the right to appeal. Detailed information on the appeal process can be found on Tullverket.se.

New Flow AB: Committed to Full Compliance

New Flow AB takes great pride in adhering to all import rules, Value Added Tax (VAT) regulations, and European Union (EU) laws governing incorporated entities, specifically "aktiebolag" in Sweden. Our commitment to full compliance ensures that we conduct our business operations with transparency and integrity while meeting all legal requirements.

By prioritizing compliance with these regulations, we aim to provide our customers and partners with the highest level of trust and reliability. Our dedication to operating within the framework of established rules and laws reflects our commitment to ethical and responsible business practices. Thank you for choosing New Flow AB, where compliance is at the heart of our operations.

FAQs for Quality, Warranty and Returns

1. Are your fitness products of high quality and durable?
Yes, we take pride in offering high-quality fitness products. Our items are designed to withstand regular use and are printed on durable materials to ensure longevity.

2. What is your return and exchange policy?
If you receive a defective or incorrect item, please contact our customer support team as soon as possible. But no later than 14 days after you have received the item. This in order for you to be able to send it back within the time-frame stipulated, by EU consumer-law. After these 14 days you will not be able to send anything back. You are of course always welcome to contact our customer support team anyways.
 
When you contact us we will provide you with full instructions on how to return or exchange it. You will need a return-number before sending anything back.

3. Does it cost anything to return my order?
Yes you have to pay for the return-delivery and that sum will not be refunded.

4. How do I return an order?
Please contact our team via our contact page and we will provide you with full instructions on how to return or exchange it. You will need a return-number before sending anything back.

5. What warranty rights do I have when buying fitness clothes online in the EU?
Under EU law, when you purchase fitness clothes online, you have a legal warranty period of two years from the date of delivery. This warranty guarantees that the product is free from defects and conforms to the contract for these 2 years.

6. What does the warranty cover?
The warranty covers fitness clothes for a period of two years from the date of delivery. During this time, the product must be free from defects in material and workmanship. If any defects arise due to manufacturing or quality issues, you have the right to a repair, replacement, or refund, depending on the circumstances. Normal wear and tear is not covered by this EU product warranty.

7. How do I claim warranty for fitness clothes purchased from New Flow?
If you believe that your fitness clothing has a defect covered by the warranty, please contact our customer support team as soon as possible after you notice the defect in material and/or workmanship. Provide details about the issue and your order. We will guide you through the warranty claim process. We will work to resolve the issue promptly and in accordance with EU and Swedish Consumer laws.

8. What if the fitness clothes show signs of normal wear and tear over time?
All clothes that are used frequently and washed (even if in accordance to washing-instructions) will show signs of wear and tear. Normal wear and tear is not considered warranty issues. However, if you believe there is a manufacturing defect, please contact us, and we will assess the situation.

9. What happens if I don't follow the care guide for my fitness garments?

It's crucial to adhere to the care guide provided for your fitness garments to ensure their longevity and performance. Failure to follow these care instructions may result in flaws or issues that are not covered by our warranty and may be considered wrongful care.

10. What constitutes wrongful care?
Wrongful care refers to actions or practices that deviate from the recommended care guide and cause damage to your fitness garments. This includes, but is not limited to:

• Overstretching: Stretching your garments excessively beyond their design limits, which may lead to visible flaws, such as the white fabric showing through and seams breaking.

• Improper Washing: Washing your activewear in hot water, using harsh detergents, bleach, or fabric softeners, which can degrade the fabric, white undergarment starts showing and affect color vibrancy overall.

• High Heat Exposure: Exposing your fitness garments to high heat sources like direct sunlight or using high-heat settings in the dryer, which can lead to fading and damage. 

• Rough Handling: Mishandling your garments during wear, storage, or washing, causing unnecessary stress on the fabric and seams.

11. What happens if my garments show flaws due to wrongful care?
If flaws or issues arise due to wrongful care practices, they will not be covered under our warranty. Our warranty covers manufacturing defects and issues that arise from normal wear and proper care. We highly recommend following our care guide to avoid such situations.

12. Can I rectify flaws resulting from wrongful care?
Unfortunately, flaws resulting from wrongful care may be irreversible. To maintain the quality of your fitness garments, it's essential to follow our care guide from the start.

13. How can I ensure the longevity of my fitness garments?
To ensure your fitness garments continue to perform at their best and maintain their appearance, please follow our care guide diligently. Proper care not only preserves the quality but also extends the life of your activewear.

In conclusion, we urge all customers to adhere to the care instructions provided to avoid wrongful care that may lead to flaws or issues not covered by our warranty. By taking care of your fitness garments, you can enjoy their comfort and style for an extended period. If you have any questions or concerns about care or warranty coverage, please don't hesitate to reach out to our customer support team. Your satisfaction is our priority!

14. Are there any conditions or exceptions to the warranty?
The warranty does not cover damage caused by misuse, improper care, or normal wear and tear. It also does not cover alterations or modifications made to the fitness clothes after purchase.

15. How long does it take to process a warranty claim?
We aim to process warranty claims as quickly as possible, typically you should have an answer within a few business days. The exact time may vary based on the nature of the claim and the need for further inspection or assessment.

16. Do I need to keep any documentation for my warranty claim?
It's advisable to keep your order confirmation and any relevant documentation as proof of purchase and proof of you being the first hand buyer. Second hand has no manufacturing warranty.

Frequently Asked Questions: Unredeemed Package Fees

1. Do you charge a fee for packages that are not redeemed at the notified pick-up place?
Yes, we do charge a fee of 279 SEK incl VAT, for packages that are not collected at the notified pick-up place within the specified timeframe. This fee is applied to cover the costs associated with storing, handling, and returning the uncollected packages. It does not cover the cost of the actual products being ordered and made especially for you.

2. What is the timeframe for package redemption before incurring the fee?
The timeframe for package redemption is 14 days.

If you want to know more about shipping, returns and warranty, please read our FAQs >

Care Guide for Your Print-On-Demand Fitness Clothes

Congratulations on your purchase of our premium Print-On-Demand fitness clothes!

We want to ensure that you get the most out of your stylish and comfortable activewear. To maintain the quality and longevity of your garments, please follow this general care guide. 

Always make sure to look at the individual care lable sewn into your garment before i.e washing.

1. Washing Instructions:

• Machine wash your fitness clothes that are made of i.e different blends of polyester and elastane in cold water (30 °C – handwash-program) with like colors.
• Machine wash your fitness clothes that are made of i.e different blends where cotton is the main material in cold to semi cold water (30 °C - 40 °C gentle program) with like colors.
• Always use mild detergent. Do not use bleach or fabric softeners as they may damage the fabric.
• For best results, turn your clothes inside out before washing.

2. Drying:

• We recommend air drying your fitness clothes to preserve their elasticity and vibrant colors.
• Do not tumble dry.

3. Avoid High Heat:
Do not iron or expose your activewear to high heat, such as direct sunlight, as it may cause fading and damage.

4. Four-Way Stretch:

• Many of our fitness clothes are designed with a four-way stretch material, which means they stretch both horizontally and vertically. Please be gentle when stretching the fabric to avoid overstretching.
• Overstretching may cause damage to the seams (breakage):
  Pockets are sensitive areas and should not be over-loaded with i.e a waterbottle just because it can fit due to this fantastic Four-way Stretch. Pockets are made for smaller items like keys and a cell-phone that fits without putting strain on seams.
• Overstretching may affect the color intensity:
  While our garments are designed for flexibility and movement, be cautious not to overstretch them, especially if they have a white base cloth. Overstretching can cause the underlying white fabric to become more visible and affect the color intensity.

5. Hand-Sewn Precision:
Some of our garments are hand-sewn with care after printing. To keep them looking great, avoid rough handling or excessive friction.

6. UV Protection (UPF):
All garments has a UV protection. Some items are produced purposfully for activity outside and thus have a UPF rating. Our Rash Guard i.e has a UPF +50 providing excellent protection against harmful UV rays. However, for maximum sun protection, we recommend using sunscreen on exposed skin. During mid day when Sun Index is higher – it is advisable to seek out the shade and stay out of the burning sun.

7. Storing Your Clothes:

• When not in use, store your fitness clothes in a cool, dry place to prevent moisture and odors. (garments not properly dried before above recommended storage can develop mould)
• Avoid hanging them by the straps or waistband, as this can cause stretching.

By following these care instructions, you can extend the life of your Print-On-Demand fitness clothes and continue to enjoy their super soft and comfortable materials during your workouts and daily activities. If you have any questions or concerns about your activewear, feel free to contact our customer support team.

Thank you for choosing our fitness apparel, designed for both style and performance. We hope you love your purchase and stay motivated on your journey to finding your New Flow!

If you want to know more about our terms and conditions, please read our FAQs >