1. Shop orders
Do you have any questions about ordering products in our shop? Below you can find the most frequently asked questions with their answers. If you have any other questions please contact customer service.
- The item I want to order is not in stock yet. Is it expected to be in stock again?
When an item is sold out, it won’t be back in stock for a while. When an item has the status ‘pre-order’ it means there is no stock now but there will be in the future. If you pre-order your item, it will be shipped as soon as stock is replenished, and you can be sure to receive your copy.
- What is a pre-order?
With a pre-order you can order a product that is not (yet) in stock at the moment. The product will immediately be sent as soon as it is available again.
- I want to cancel my order.
You have the right to cancel your order for any reason within 14 days of placing it. Unfortunately, you can only cancel your order once you have received it, as we process and send the order as soon as is possible after it has been placed. You have 14 days in which to return your order, after which you will receive a refund for the amount paid for the products. Regrettably, we cannot reimburse shipping costs (for both delivery and return). If you wish to cancel an order, please contact our customer service department.
If you refuse delivery of the order, the products will be returned to Flow. We will then deduct the costs incurred when receiving and processing the return shipment from the amount that may be refunded. Please be aware that these costs generally exceed the amount to be refunded.
2. Shopping and shipping payment
Do you have a question about your payment or did your payment not go through? Here you can read what you have to do.
- How can I make payments in the Flow webshop?
There are several payment options in our webshop:
– Credit card Visa, Mastercard and Maestro
- I’m having trouble making a payment, what should I do?
If you’re having trouble making a payment or have any questions about the payment process, please contact our customer service.
- How can I use a discount code?
Nice that you want to use one of our promotions. You can enter your discount code in your shopping cart. Under the products in your shopping cart there is a field for the “discount code”. Enter the code in the field and click on “apply discount”. Your credit or discount is processed immediately and you will immediately see the new total price.
- The discount code that I want to use isn’t working, what do I do now?
When filling in the discount code, it is important that no spaces are used. The discount code is not case-sensitive. Please note that most discount codes can only be used once. Is the code still not working? Please contact our customer service.
- As a subscriber I receive a 10% discount on my order in the Flow shop. How does this work?
You will receive the code with the welcome email. You will receive this e-mail when your first edition is sent. If you have lost this mail, you can contact our customer service.
3. Delivery and returns
Have you placed an order in our webshop? Read this to find out everything you need to know about the delivery of your order.
- Which countries do you ship to?
We ship Flow products all over the world with UPS. Are there any problems with delivery in your country? Please contact the customer service of UPS, so they can help you out.
PLEASE NOTE: It is important that the address details are entered in European characters, otherwise UPS can not recognize the address.
- When will I receive my order from the Flow webshop?
We always try to offer your package to UPS the day you place the order. Unfortunately we can’t say anything about the expected delivery time. You will receive a track & trace code per email after you have placed your order, so you will be able to follow your package.
- Can I return an order from the Flow webshop?
Do you have complaints about the order you received? We are very sorry to hear that! Please contact our customer service so that we can solve this for you.
- What are the shipping costs of my order?
The shipping costs of your order depend on the number of products you buy, the combined weight of these and the distance that the package has to cover. You can calculate the shipping costs in the shopping basket. All orders are shipped with UPS.
- I think the shipping costs are too high.
We ship all orders with UPS, because this makes it possible for you to track your order via the UPS Track & Trace system, and we can also guarantee that your order will be delivered to your door within a few days, safe and undamaged.
For international customers it can be a good idea to order multiple things at once as this keeps the shipping costs down (as we are shipping all the way from the Netherlands).
As a sign of our appreciation, we will be giving our customers something extra every now and then. Like a complimentary product with your order or a temporary offer of NO shipping costs. Follow us on social media to make sure you don’t miss out.
4. Business orders
Would you like to sell Flow in your store (online or in the real world)? Go here to view all possibilities.
- I am a business customer; how can I get a discount on products?
All orders receive a discount with purchases made over €250 from our web shop. If you would like to make use of this offer you can find the discount code on our site. With any further questions you can get in contact with us here.
The discount code can be redeemed on all products, with the exception of Workman products, sale items and discount packages. The discount also does not apply to shipping costs and it is not possible to combine multiple discount codes.
- I have not received an invoice for my order, can I still receive it?
Of course. Please send your request to our customer service with your order number and we shall send you your invoice.
- How much do I pay for shipping?
- Shipping costs are automatically calculated based on the chosen products (weight and size) and they will appear immediately at checkout stage once you have entered your address. We ship via UPS with Track & Trace.
- My question is not listed. What do I do?
- Send your question to our customer service or get in touch via email Flowmag.email@example.com, and we will respond as quickly as possible.
5. Need help?
Do you have a problem, question or complaint? We’ll be happy to find a solution for you. Please contact our customer service.
- My delivery is damaged, what should I do?
We are very sorry to hear that! Please contact our customer service so that we can solve this for you.
- My order was not delivered in full, when will I receive my complete order?
We are sorry to hear that your order is not complete. Please contact our customer service so that we can find out what went wrong.
- I have not received my order yet, what should I do?
You can track your order via your Track & Trace code. Do you still feel that something has gone wrong? Please contact UPS to get more information about the delivery of your package.
1. Flow Magazine
The most beautiful things happen when you dare to follow your feelings. That is exactly what we did when we dreamt up an idea for a new Dutch magazine a few years ago in an attic room. We imagined a magazine that we could put our love of paper into. A magazine without any hurry, about doing things differently and making new choices. Small happiness, daily life and the beauty of not always have to be perfect. And that’s how Flow came about.
Flow is about positive psychology, mindfulness, creativity and loving the imperfect. We love illustrations and in every issue we include a gift of paper. And the magazine itself is also printed on various different types of paper. Flow Magazine is originally a Dutch magazine, but now there are also English, German and French editions of Flow.
In addition to Flow Magazine, we also publish special editions such as a holiday book or the Book for Paper Lovers, a book full of different types of paper and lots of paper goodies. And every year we make an agenda and a block calendar. All our products can be found in the Flow shop.
- How can I contact the Flow editorial team?
You can contact us via Flowmag.firstname.lastname@example.org. If you have questions about partnerships or business orders please click here for more information.
- How can I sign up for the newsletter?
Through this link you can sign up for the newsletter. In our newsletter we share blogs, sneak peeks and announcements of our new products. We also always have nice offers for newsletter readers our webshop. We send the newsletter every week.
2. Flow International
3. Changing your information
- Do you want to change the address for your subscription?
Are you going to move? Please contact our customer service to provide your new address. Please let us know your change of address at least 3 weeks in advance via our contact form.
- I am changing my e-mail address, do I have to let you know?
Yes please! Contact our customer service and give us your new e-mail address.
Do you want to use one of our services and you are curious about how we use your personal data? Below you can read all about the Privacy Act and the General Data Protection Regulation (Algemene Verordening Gegevensbescherming in Dutch).
Privacy and General Data Protection Regulation
DPG Media is responsible for the processing of customer data that is collected when new subscriptions are taken out, products and services are purchased, and during visits to our online channels.
DPG Media , the publisher of Flow Magazine, collects this information so that we can fulfill our agreements with our consumers and business partners. For example, to dispatch our magazines or to be able to properly administer the subscriptions.
In addition, DPG Media collects this information so that the content of our channels is optimally tailored to our consumers and so consumers can receive relevant offers; from DPG Media or from carefully selected third parties (advertisers). For this purpose DPG Media collects, among other things, data pertaining to age, gender and interests and uses it to build up a profile, if you have explicitly given consent. This gives consumers an optimal experience when visiting a DPG Media website or purchasing one of DPG Media’s products.
- For whom does the GDPR / AVG apply?
The legislation applies to all organizations established in the European Union that process personal data. The legislation also applies to all organizations that process personal data of parties in the European Economic Area (countries of the European Union + Norway, Iceland and Liechtenstein).
- What is the GDPR / AVG?
GDPR stands for General Data Protection Regulation and the Dutch translation of this is AVG. This legislation regulates how and when organizations may collect personal data, how they should store them and what they are allowed to do with it. These rules are the same throughout Europe.
- What are my rights as a consumer?
According to the General Data Protection Regulation, as a consumer you have the following rights: (1) Right of access: you as a data subject have the right to inspect the processing of your data. (2) Right to rectification: if your personal data is not (no longer) correct or incomplete, you have the right to have it modified or supplemented. (3) Right to delete (oblivion): you have the right to have your personal data deleted. (4) Right to restriction of processing: in certain cases you have (temporary) right to limit the processing. (5) Right to data portability: under certain conditions you have the right to obtain data that you yourself have provided to an organization, so that you can transfer your data to a provider of a comparable service. (6) Right of objection: You can object to the processing of your personal data on the basis of your specific situation when an organization processes your data on the basis of a task of general interest or a legitimate business interest. In that case (again) a weighing of interests will take place taking into account your specific situation.
- What happens to my data if I no longer have a subscription and don’t visit a DPG Media website anymore?
- What data does DPG Media store?
- What does DPG Media do with my information with regard to third parties?Address details can be ‘leased’ to third parties, unless you have registered an objection to this. We do not provide e-mail information to third parties. We can, however, send an e-mail on behalf of advertisers, but only if you have explicitly given permission in advance.
Your online visits to our websites and apps will be recorded by cookies and other techniques if you accept them. In this way DPG Media can make its websites work better and DPG Media gains insight into your visitor behavior. This allows DPG Media to display personalized advertisements of its own brands and of third parties on own websites and to omit non-revelant advertisements. In some cases, these online visitor data are also used by third parties. The data are not actually transferred to third parties. These third parties are always listed in the privacy statement.
You can object regarding this issue via our contact form.
- Why do I have to provide a copy of my identity card to get right of access?
DPG Media wants to be sure that we do not provide your details to someone else. That is why we always ask for a copy of your ID. This copy will of course be removed after the request.
- Why do I have to send a copy of my ID along with a request to delete my data?
Because DPG Media also wants to be sure that we delete the data of the correct person. Your identity is verified on the basis of the copy of your identity card. Then this copy is, of course, also removed.
- What happens to the copy of my ID?
The copy of your identity card is used to verify your identity. Then this copy is deleted.
- How long does it take until my data is deleted or made open to access?
DPG Media always strives to do this as quickly as possible, but always within the statutory period of one month after receipt of the request.
- I accidentally had my data deleted, now what?
If you requested to have your data deleted, then DPG Media will no longer have any details for you. This means that you will have to re-register your data with DPG Media (for example for a subscription) and re-set preferences for a website or app.
- When can I have my data removed?
If you no longer wish to use our products. You can use the online form to submit your request. In some cases, however, DPG Media cannot delete your data, for example if you have an active subscription, your order is on its way or if there are legal obligations, such as tax related or the right to return. DPG Media then needs your data to deliver the magazine to you, to keep records available for tax inspection and to ensure that DPG Media can comply with the return obligation, respectively. Deleting your data also means that your preferences on websites and apps will disappear.
- What can we do (in terms of removal) in the case of an active subscription?
DPG Media can adjust the e-mail preferences. You can request an overview of your preferences via the online form (option right of access) and when you have received your data, you can indicate which e-mail preferences you want to change. Customer service will then adjust this for you. You can always turn off cookies yourself or delete them from your device. How you can do that varies according to the type of internet browser and device you have. If you choose to delete cookies, the website may no longer function optimally and you will not be able to use certain services.
- What is the difference between unsubscribing for a newsletter and deleting other data?
In every Flow Magazine newsletter you will find an option to unsubscribe from the newsletter concerned. This is the easiest and fastest way for you to unsubscribe.
You can always turn off cookies (which record online visitors) yourself, or remove them from your device. How you can do that varies according to the type of internet browser and device you have. If you choose to delete cookies, the website may no longer function optimally and you will not be able to use certain services.
If you wish to completely delete your data, you can fill in the online form to submit your request. In some cases, however, DPG Media cannot delete your data, for example if you have a subscription or if there are legal obligations, such as tax related or the right to return. DPG Media then needs your data to deliver the magazine to you, to keep records available for tax inspection and to ensure that DPG Media can comply with the return obligation, respectively. Deleting your data also means that your preferences on websites and apps will disappear.
- I want to unsubscribe from the newsletter, how can I do this?
In every DPG Media newsletter you will find an option to unsubscribe from the newsletter concerned. This is the easiest and fastest way for you to unsubscribe.
5. Other complaints
Do you have a complaint? We’ll be happy to find a solution for you. Please contact our customer service.
- I haven’t received my magazine, what should I do?
Did you not receive the last issue of your subscription? Please contact our customer service.