Questions to Floxxo order

If you have forgotten your Floxxo account password and want to reset it or are having trouble logging in, please go to https://shop.floxxo.com and click on the "Forgot your password?" link to recover your account. You can reset your password using your email address or an alternate email address.

If you did not receive a confirmation e-mail after placing your order or otherwise cannot find any e-mails from Floxxo, you may have entered your e-mail address incorrectly when registering. Try account recovery "over the phone" to update your password and email address.

You will receive a "Payment Failed" email each time a payment cannot be processed successfully.

Make sure your payment information is correct, your billing address is updated, and you have sufficient funds in your account. If the payment issue is still not resolved, please contact your financial institution.

If your order is in the status "preparing to ship", this means that we have received your order and are preparing it for packing and shipping. You can check when your order is expected to ship by logging into your Floxxo account and selecting the order.

As soon as your order ships, you will receive an email with a tracking number and the status will change to "Shipped". You can then check the delivery status via the parcel service provider's website.

You can change your shipping address on your account page. Please note that you cannot update your shipping address for existing orders that have the status "Preparing to ship".

If you wish to change an order in transit, please check your tracking information and contact the correct carrier.

On your account page you will receive an up-to-date estimate of when you can expect your order to be delivered. When your order is ready to ship, you will receive an email from the Floxxo team. Then you have 7 days to place your order, otherwise it will be automatically cancelled and fully refunded.

1. Mount your Floxxo on the toilet ceramic.
2. Scan the QR code with your mobile phone. The QR code is located on the back of your toilet seat. Our mobile app will now be called up automatically.
3. Start the mobile app and enter your details as prompted.
4. Finished!

If the account to which the credit card was linked is still active, the refund can be successfully processed. This also applies to cards reported as lost or stolen.

For a refund to a different bank account, contact the bank of the closed account to receive an official letter confirming the account closure.

For the letter to be considered, make sure the letter includes the following. If information is missing, verification will be denied or delayed.

The letter must be printed on bank letterhead, provided with customer information, signed, and stamped.

The letter must include the following: a) Account has been closed b) Refund has been refused.

If you are unable to provide a letter, contact the support team for further assistance. Be prepared to provide the details of the new account (bank name, account number, and sort code).

Note: The process for verifying a refund without an official letter from the bank takes 3 to 4 weeks.

You can return an undamaged Floxxo and all accessories within 30 days of receipt for a full refund for any reason. After clicking the "Cancel Service" button, check the "I want to return my Floxxo" box on the account page and click Confirm to initiate the return.

Your refund will be processed once we have received the undamaged Floxxo. Once the refund has been processed, it can take up to 10 days for your bank to receive it.

Once the Floxxo has been cancelled in your account, return shipping labels will be provided and sent to the email address listed in your account. Then follow the steps below:

• Pack the smart toilet seat.
• Print out the shipping labels for the return and stick them on the packaging.
• Hand the package over to the courier service indicated on the shipping label.

Your refund will be processed as soon as we have received the undamaged Floxxo. Once the refund has been processed, it can take up to 10 days for your bank to receive it.