FAQ

How do I create an account and place an order online?

Once you have selected the product you wish to purchase and proceed to "Checkout", you will be asked to Sign In. Here you will have the option to create an account by clicking on "Create an Account" under the Sign In section.

I created an account but forgot my password. How can I get my password, or create a new password?

If you have created an account and have forgotten your password, click here to enter your email address. We can email it to you in a matter of minutes. If you do not receive an email within 30 minutes, or would like to change your password, please call us at 844.FLOS.USA.

How can I check my order status?

To check the status of an existing order, please call 844.FLOS.USA (toll free) or 718.875.3472 x315 e-mail: e-shop@flosusa.com

Do you charge taxes?

FLOS USA is required to collect sales tax on orders shipping to NY, CA, FL, GA, and the State of Washington. 

When placing your order, we estimate sales tax based upon the county and state the shipping address is located in.

How can I return a product?

We take the utmost care to ensure that your order arrives in good condition, however, please notify FLOS USA immediately in the event that your order arrives damaged. Failure by the customer to make any claim against FLOS USA within 3 business days from delivery date will constitute acceptance of goods and waiver of any damages, errors or shortages.

If there is a problem with your order, contact Customer Service at 844.FLOS.USA. Click here for further details about returns, cancellations and exchanges.

What are my delivery options and how much do they cost?

Shipping is based on the value of your order. For complete delivery options and shipping rates, click here.

How long will it take to receive my order?

It will take 7-10 days to receive items shipped within the continental U.S., as long as the items ordered are in-stock at our Syosset warehouse. Shipments and deliveries are made Monday-Friday during regular business hours. Please note that many spare parts are not stocked and require a longer delivery time. If an item is not in stock we will contact you with the expected delivery date.  

How will my order be delivered?

We use UPS ground®, UPS 3 Day Select ®, UPS Next Day Air ® service to ship most products, although large orders may be shipped by a freight carrier. You will be notified if this is the case. If you ship to multiple addresses, we will apply separate shipping charges per location.

Can you ship orders internationally?

We currently ship only to addresses within the United States . Please refer to this chart to look for dealers overseas. Orders may be placed with billing addresses outside of the United States as long as they ship to addresses within the United States. 

Do you have showrooms or stores?

We have several showrooms nationwide. Our products are also sold through qualified dealers throughout the country. Please click here to search for a store closest to you.

Is your website secure?

FLOS USA understands the need and importance of keeping personal information safe and utilize Secure Sockets Layer (SSL) technology to achieve this. Your credit card and personal information is encrypted as it gets processed and goes through our ordering system. If you prefer not to send your credit card information over the Internet, you may place your order over the phone or fill out the order form and fax it to us at 718.875.3472.

Can I place an order offline?

Yes! Apart from our secure online-purchase option, you can call us at 844.FLOS.USA (toll free) or 718.875.3472 to place your order. We have several established stores across the country and have also partnered with retailers who maintain our high standards of quality and service across the globe. You could also email us at e-shop@flosusa.com or click on the link below to locate a store near you. https://usa.flos.com/where-to-buy

Can I use varied voltage/wattage?

Each product comes with a set of instructions for installation and maintenance of your product. But you’ll find all the essential information in the downloadable spec sheet available under the “Product Details” tab on each product page. The specific instructions for each product must be followed accurately.

How can I create an account?

On the top right corner of your screen is a ‘My Account’ button. Click on it to land on the Sign in/Create Account page. Here you will find a ‘Click here to Create an Account’ button which will redirect you to a form. Once you have filled in your details, your account will be registered within seconds.

How can I place an order?

Browse through the products. Select the ones you wish to purchase by clicking on ‘Add to Cart’. You can either continue to shop or click on ‘Proceed to Checkout’ to complete your purchase. On the Secure Checkout page, fill in your account details, billing and shipping information, along with shipping preferences. Place your order and wait for a confirmation message to ensure that the process is complete.

How do I return this product?

You may return most purchases made on our e-shop within 30 days of purchase. Please note that clearance items, special items, parts and outdoor items are final sale and cannot be returned. For more information please click here https://usa.flos.com/easy-returns

For how long has the company been around? / When was FLOS established?

FLOS was founded in 1962 by Sergio Gandini, in Merano, Italy. Today, 55 years after the birth of this revolutionary lighting establishment, Sergio’s grandson Piero Gandini sits at the helm, holding fast to the values and ideas etched by his grandfather, while moving confidently into the future.

What is the designer's creative process like?

Immersed in a rich Italian tradition of iconic design, FLOS works with the greatest artists in the world to offer timeless, imaginative, and functional products that redefine modern lighting. Icons such as the Castiglioni brothers, Tobia Scarpa, Philippe Starck and Antonio Citterio, among others, have maintained the ethos of visionary founder Sergio Gandini. Together, their creative processes have empowered FLOS to revolutionize the art of lighting by honoring tradition while embracing innovation.

Get to know the designers and their artistic perspective here: https://usa.flos.com/creative-minds

Read more about their journey at http://blog.usa.flos.com/category/designers

I received a damaged product. What do I do next?

We take the utmost care to ensure that your order arrives in good condition. However, in the event that your order arrives damaged, please notify FLOS USA immediately. If a claim against FLOS USA is not made by the customer within 3 business days from delivery date, the company will constitute acceptance of goods and waiver of any damages, errors or shortages.

If there is a problem with your order, contact Customer Service at 844.FLOS.USA. Click here for further details about returns, cancellations and exchanges.

Product Catalog

FLOS creates efficient and user-friendly Product Catalogues. You can view them online or download the PDF version. https://usa.flos.com/world-of-flos/catalog

Where can I find Replacement/Spare Parts? / Could I know more about Replacement Parts?

The simplest way to find replacement parts is by going to the relevant product page, scrolling down all the way to the bottom, and selecting the part you are looking for. You can directly add it to your shopping cart from this page and proceed to checkout.

The alternative to this is going to the spare parts section on the website (https://usa.flos.com/spare-parts) and browsing through the entire inventory of available replacement parts to find what you are looking for.

What is your Replacement policy?

During the warranty period of your product, FLOS will repair or replace, at its option, products that are proven to be defective. This warranty does not apply to damages resulting from accident, alteration, tampering, misuse, negligence or abuse.

FLOS warrants its products to be free from defects in materials and workmanship for a period of one (1) year from date of delivery. The warranty period is five (5) years for all LED products. For further details click here; https://usa.flos.com/customer-service

What are your Shipping and Handling policies?

Orders ship via UPS from our warehouse in Syosset, NY. We offer free UPS Ground shipping on all orders over $50 that are shipped within the 48 continental states.
-All orders which are shipping to Alaska, Hawaii and Puerto Rico carry a 15% shipping fee.
-A flat rate of $9.95 will be assessed on orders less than $50 which are shipping to addresses outside of the 48 continental states.

For more details on Shipping and Handling policies and charges, click here; https://usa.flos.com/customer-service

What do I need to know about Tax Details?

FLOS USA is required to collect sales tax on orders shipping to NY, CA, FL, GA, and the State of Washington. When placing your order, we estimate sales tax based upon the county and state the shipping address is located in.

Warranty Information

All FLOS products are sold with the following manufacturer warranty: FLOS warrants its products to be free from defects in materials and workmanship for a period of one (1) year from date of delivery. The warranty period is five (5) years for all LED products. During this warranty period FLOS will repair or replace, at its option, products that are proven to be defective. Read more about warranty criteria here; https://usa.flos.com/customer-service

Where are your products sold?

In addition to the FLOS showrooms, we have partnered with several qualified retailers across the country. Here is an easy guide to store locations; https://usa.flos.com/where-to-buy

Why do I need to register?

Registering with FLOS makes your entire shopping experience convenient and pleasurable. You can browse through products on the website, make a purchase within minutes, and track your order status right until delivery.

*We understand the need and importance of keeping personal information safe, and use Secure Sockets Layer (SSL) technology to achieve this security.

The History of FLOS

Founded by Sergio Gandini in 1962 in Merano, Italy, FLOS has revolutionized the art of lighting by honoring tradition while embracing innovation. FLOS is, above all else, about craftsmanship, and as a result the brand has cultivated long and successful partnerships with some of the world’s most renowned lighting artists. An award winning institution in its own right, FLOS has earned worldwide recognition as the leader in the field.

Today, Sergio’s grandson Piero Gandini sits at the helm, holding fast to the values and ideas established by his grandfather while moving confidently into the future. Click on the link below to know more…
https://usa.flos.com/world-of-flos/flosophy

Do you offer an LED replacement service?

FLOS offers a warranty period of five (5) years for all LED products. During this warranty period we will repair or replace, at its option, products that are proven to be defective.

This warranty does not apply to damages resulting from accident, alteration, tampering, misuse, negligence or abuse. This warranty does not apply to light bulbs, which are not products manufactured by FLOS and are supplied by FLOS only as an accommodation.

Does FLOS provide installation assistance on purchase of products?

On the purchase of a product, FLOS provides a detailed Installation Guide to customers. This comprehensive manual will help you install the product in a hassle-free manner.

Does FLOS offer repair services?

During the warranty period of your product, FLOS will repair or replace, at its option, products that are proven to be defective.This warranty does not apply to damages resulting from accident, alteration, tampering, misuse, negligence or abuse. This warranty does not apply to light bulbs. To know more about warranty regulations with regard to repair services please click on the link below;
https://usa.flos.com/customer-service

Does this lamp have a dimmer?

On the FLOS, USA website https://usa.flos.com, you will find a ‘Search’ bar on the top right corner. Type in the product name (xyz lamp). You will be redirected to the product page. Click on ‘Product Details’ and go through the specs list to find out if that particular product has a dimmer.

How long does it take to sign up for the Trade discount?

The Trade Program usually takes 2 business days for approval. If there are any questions or incomplete registrations, the trade professional will be contacted within that time.

Where can I find architectural products?

You can find architectural systems, products and lights here - http://architectural.flosusa.com. Alternatively, you can also run a quick search on the website to find what you are looking for.

I saw a fixture in XYZ but it isn't on the site does this mean it is no longer available/out of stock?

All the products listed on our website is the entire FLOS catalog that is tested and available in the US. Feel free to contact customer service with any additional questions.

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