Refund policy


In accordance with the provisions of article L.221-18 of the French Consumer Code, the Buyer may return the delivered Product within fourteen (14) days from the delivery of the latter and request reimbursement from FLAG & KO, it being specified that the return costs are at the Buyer's expense.

The additional shipping costs of the returned Product, when the Buyer has chosen a more expensive method of delivery than the one proposed by FLAG & KO or the least expensive one proposed by FLAG & KO, will remain at the Buyer's charge.

Refunds will be made within fourteen (14) days of receipt of the returned Product, based on the original method of payment for the order, less the initial shipping charges.

In order to exercise his right of withdrawal, the Buyer shall contact FLAG & KO at

Any returned Product must be in new condition, i.e., not soiled, with the original instructions and packaging, in resalable condition.

It is recalled in this regard that the responsibility of the Buyer, in case of withdrawal after use of the Product, may be incurred in respect of the depreciation of the Product resulting from handling other than those necessary to establish the nature, characteristics and proper functioning of this Product. It being specified that according to the European Commission, these manipulations are those that a consumer could have carried out in a store, for the goods which are offered to the sale there.



The Buyer may request an exchange, credit note or refund of the Product(s) purchased within thirty (30) days of receipt of the order, under the conditions set out below:


The Buyer is invited to send an e-mail to within thirty (30) days of receipt of the package by the Buyer, indicating the references of his order and the reason(s) for the return.

After this period, no request for exchange or refund can be taken into account.


  • The Buyer will be able to choose between an exchange, a credit note or a full refund of the price of the Product(s) concerned by the return if the return is made within fourteen (14) days from the date of receipt.
  • The Buyer may choose between an exchange or a credit note for the price of the Product(s) concerned by the return if the latter has been made under a period of between fifteen (15) and thirty (30) days from the date of receipt.

 Given the weight and volume of some of our products, the customer may be asked to assume the cost of returning the order.

The exchange, credit note or refund will only be accepted if FLAG & KO has received the Product(s) concerned in their original packaging within fourteen (14) days from the Buyer's return request. The Product(s) must not contain any other defects than those specified.


Our products are shipped from France, an EU member state.

In case of delivery in a country not member of the European Union, customs taxes will be payable upon arrival by the Buyer.

In case of non-payment of the customs taxes by the Buyer, no refund of the order will be possible because the expenses of repatriation of the order will be the responsibility of FLAG & KO.


FLAG & KO cannot be held responsible in case of theft, loss or damage of the package.