Frequently Asked Questions

Subscriptions

1. Subscription order

At Flow Magazine you can choose between two kinds of subscription: a half-year subscription consisting of 3 issues and a one-year subscription consisting of 6 issues.

New subscriptions begin with shipment of the next available issue of Flow Magazine. All subscription prices are based on the European magazine price and include shipping costs.

  • Where can I take out a subscription for Flow International?
    You can get a Flow International subscription in our webshop.
  • When does my international subscription begin?
    Your subscription will begin with the next available Flow issue (not the one that is out now). When you take out a subscription, the issue you will be receiving next is listed in the order overview. Your subscription will run for three or six issues and stop automatically after that.
  • Can I also get a subscription for Flow International in the Netherlands?
    Yes you can, you can order an international Flow subscription in our webshop.
  • What kinds of subscription does Flow offer?
    All subscriptions are listed in our webshop.
  • How can I order a single issue?
    Do you want to read an issue that is no longer available in brick-and-mortar shops? No problem! In our webshop you can order any of the previous issues separately.

2. Subscription payment

You pay the subscription in advance and it will end automatically. We accept credit cards as payment method. As a foreign subscriber, you cannot make use of a discount on your subscription or welcome gift.

3. Subscription delivery

Depending on the destination, your magazine will be on its way  for a maximum of two weeks. In contrast to the single order, subscriptions are sent by local mail delivery. This method does not have Track & Trace. Unfortunately, we cannot give a guarantee for the quality and speed of the local mail order.

  • Didn’t you receive your magazine?
    Sorry for the inconvenience. Please contact our customer service. We will look for a solution together and be glad to send you a replacement copy.

4. Subscription cancellation

We’re sorry to hear you are considering canceling the subscription, we have so many fun things planned for you. Big fat issues full of interviews and stories, inspiring contributions from creatives, solutions for a simpler and quieter life, and paper extras with every issue. So let us know at least what we can do for you. Please note that your subscription will run for three or six issues and stop automatically after that.

  • I ordered a subscription and I want to cancel after all now, what should I do?
    You have the right to cancel the purchase of your subscription within 14 days of making the purchase. This means that you can cancel the purchase of your subscription. You may still have to pay for any already delivered issues, including shipping costs. Contact us and we’ll help you undo your subscription. You’ll receive a confirmation of your subscription cancellation via email.
  • Will my subscription stop automatically?
    Your subscription ends automatically. You can take out a new subscription via flowmagazine.com/subscription.

Shop

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.

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
    – Bankcontact
    – iDeal
  • 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”. 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, with the exception of the magazine subscriptions, 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 have not received an invoice for my order, can I still get one?
    Yes you can. Send an e-mail to business@flowmagazine.com stating “Invoice”.

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.

General

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.

  • Where can I buy Flow Magazine in the store?
    Flow Magazine is available in 39 countries. Find out where to buy Flow Magazine in your area, with our Store Locator.
  • How can I take out a subscription to Flow International?
    You can place your order for a Flow subscription in our shop
  • How can I contact the Flow editorial team?
    You can contact us via nl@sanoma.com. 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 two weeks.

2. Flow International

Soon after the very first Flow arrived in the stores, we received many enthusiastic reactions from abroad. So we decided to send our magazine out into the bigger world. We now produce six English-language editions every year that are available in 39 countries  all over the world. In addition to ordering single issues, you can also take out a subscription on Flow International. Since the end of 2013 there is also a German Flow that appears as a license at G + J Publishers in Germany. And from early 2015 a French-language Flow is also appearing, licensed by Prisma Media.

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.

4. Privacy

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

Sanoma 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.

Sanoma, 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, Sanoma collects this information so that the content of our channels is optimally tailored to our consumers and so consumers can receive relevant offers; from Sanoma or from carefully selected third parties (advertisers). For this purpose Sanoma 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 Sanoma website or purchasing one of Sanoma’s products.

Do you have questions or want more information on this subject? Read the frequently asked questions and answers about this topic on this page. Or read Sanoma’s Privacy and Cookie Policy

  • 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 Sanoma website anymore?
    Sanoma may use your data for a maximum of 2 years for the purposes as formulated in the Privacy and Cookie Policy of Sanoma Media Netherlands BV (eg, marketing purposes). Sanoma will automatically delete your data after 2 years.
  • What data does Sanoma store?
    Depending on the products and services that you purchase and use from Sanoma, this may vary from address details for the delivery of your magazine to data about the use of our websites and apps. For detailed information, please refer to the Privacy and Cookie Policy of Sanoma Media Netherlands BV.
  • What does Sanoma 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 Sanoma can make its websites work better and Sanoma gains insight into your visitor behavior. This allows Sanoma 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?
    Sanoma 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 Sanoma 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?Sanoma 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 Sanoma will no longer have any details for you. This means that you will have to re-register your data with Sanoma (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, Sanoma 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. Sanoma then needs your data to deliver the magazine to you, to keep records available for tax inspection and to ensure that Sanoma 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?
    Sanoma 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, Sanoma 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. Sanoma then needs your data to deliver the magazine to you, to keep records available for tax inspection and to ensure that Sanoma 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 Sanoma 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.