FAQ
What is FlowMe?
FlowMe is a professional beauty supply store based in Torrevieja, Spain. We stock gel polishes, nail bases, manicure tools, disinfection products, and consumables for beauty specialists. Our goal is simple: quality materials, reliable delivery, and fair pricing — so you can focus on your work.
Where are you based?
We are based in Torrevieja, Alicante, Spain. All orders ship from within Spain — no customs, no import paperwork, no surprise charges on delivery.
What languages do you support?
Our website and customer support are available in Spanish, English, Russian, and Ukrainian.
PRODUCTS & BRANDS
What brands do you carry?
Our catalog currently includes LunaMoon, DNKa', Wonderfile, Moon Full, and Santex. Staleks Pro is coming soon. We are also expanding into wax and depilation supplies, laser epilation consumables, and professional hair color products.
Are your products suitable for professional use?
Yes. Everything we stock is selected for working beauty professionals — nail technicians, salons, depilation specialists, and beauty studios. We do not carry lower-quality consumer-market alternatives.
ORDERS & PAYMENT
What payment methods do you accept?
We accept all major credit and debit cards via Shopify Payments. Bank transfer (SEPA) is also available for all orders — contact us on WhatsApp or by email and we will send you the details.
Are prices inclusive of VAT?
Yes. All prices on the website include 21% Spanish VAT (IVA). Pro accounts receive a full Spanish factura on every order.
Can I get a proper VAT invoice?
Yes. FlowMe is operated by a registered Spanish autónomo under régimen general de IVA. Every order includes a compliant Spanish factura with full VAT detail, ready for your IVA declarations and expense accounting.
SHIPPING & DELIVERY
Where do you ship?
We ship across Spain and to EU countries. Delivery within Spain takes 48 hours. For EU destinations outside Spain, delivery times and costs will vary — exact rates are shown at checkout, or contact us before placing a large international order and we will confirm everything upfront.
How long does delivery take within Spain?
Orders placed before 10:00 ship the same day and arrive within 48 hours.
Will I pay customs or import fees?
No. All orders ship from Spain within the EU. There are no customs fees, no import delays, and no unexpected charges on delivery.
What if my order arrives damaged?
Photograph the damage immediately upon receipt and contact us at help@flowme.shop or via WhatsApp. We will arrange a replacement or refund as quickly as possible.
RETURNS & REFUNDS
Can I return a product?
Under EU law, you have the right to return most products within 14 calendar days of receipt, without giving any reason. To initiate a return, contact us at help@flowme.shop.
Are there any products that cannot be returned?
Yes. For hygiene and safety reasons, sealed products that have been opened — including gel polishes, bases, and disposable accessories — cannot be returned once unsealed. This applies under Article 16(e) of EU Directive 2011/83/EU.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer, except where the product is defective or we sent an incorrect item.
How long does a refund take?
Once your return is received and approved, refunds are processed within 14 calendar days using the same payment method as the original order.
FLOWME PRO — PROFESSIONAL PRICING
What is FlowMe Pro Access?
FlowMe Pro Access is a professional pricing tier for beauty specialists who buy regularly and need materials they can rely on. It is not a discount program — it is a separate pricing structure available to nail technicians, salons, depilation specialists, laser studios, and beauty training academies.
Verified Pro accounts receive permanent trade pricing, applied automatically on every qualifying order.
How much do I save with Pro Access?
Tier 1 — Orders €150 to €399
Tools and consumables: −7%
Gel polishes and bases: −5%
Tier 2 — Orders €400 and above
Tools and consumables: −10%
Gel polishes and bases: −7%
Pricing tiers are calculated per order, not cumulatively.
Which brands are included in Pro pricing?
Pro pricing applies to all brands in our catalog except Moon Full, which is sold at standard retail pricing across all tiers.
Do I need a registered business to qualify?
No. We work with autónomos, employed technicians, and salon owners. If you work professionally with beauty products, you qualify.
How do I apply for Pro Access?
Message us on WhatsApp with your name, what you do, and where you're based. No documents needed. We confirm your account within a few hours on business days.
Are Pro discounts applied automatically?
Yes. Once your account is verified, Pro pricing applies automatically to every qualifying order. No codes to enter, no requests, no expiry date.
Can I order below €150 with a Pro account?
Yes. Orders below €150 are placed at standard retail prices. Pro pricing activates automatically once your order reaches €150.
Can multiple staff members share one Pro account?
Yes. Contact us on WhatsApp and we will set up a shared Pro account for your studio or salon.
SUPPORT & CONTACT
How can I contact you?
The best and fastest way to reach us is via WhatsApp at +34 632 283 125. You can also email us at help@flowme.shop. We respond the same day on business days.
What languages does your support team speak?
We provide support in Russian, Ukrainian, Spanish, and English.
I have a complaint. What can I do?
We always aim to resolve issues directly and quickly. If we are unable to reach an agreement, you have the right to contact the Agència Valenciana del Consum or use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.