Our FAQ

💚 FLUTTER & FLO - FREQUENTLY ASKED QUESTIONS

📦 ORDERING & PRODUCTS

Q: What are Flo and Flutter tiers?

A: We offer two quality tiers to suit different budgets!

Flo Tier - Great value fidgets (items worth £1.50-3 each)

3 items: £5

5 items: £8

8 items: £12

Flutter Tier - Premium quality fidgets (items worth £3-7 each)

3 items: £10

5 items: £16

8 items: £25

Both tiers offer excellent value - just different price points! Every order is personally checked to ensure you receive the promised value or better!

Q: Can I choose which items I get?

A: Our capsules contain surprise items selected at random for an exciting unboxing experience! However, you can upgrade to a Video Reveal (+£5) where you watch us open your capsules on camera before shipping. This way you see what you're getting while still enjoying the surprise element!

Without the video upgrade, items are selected behind-the-scenes and shipped as a surprise.

Q: Will I get duplicates if I order multiple capsules?

A: Within a single capsule order (3, 5, or 8 items), all items will be different. However, if you order multiple separate capsules, you may receive duplicates across orders. If you receive the same item, we'll endeavour to give you different colours or styles.

Q: What if my capsules don't meet the promised value?

A: Every order is personally checked! If your items total less than the advertised value, we add extra items at no charge to ensure you get the great value we promise. Your satisfaction is guaranteed! 💚

Q: Are the items suitable for children?

A: Many items are suitable for children, but all products contain small parts and are rated 3+ years. Adult supervision is required for younger children. Some of our items do have a higher age rating so checking the packaging is advised. We include age rating information with every order. Please use your judgment based on your child's needs.

Q: Are these suitable for ADHD/Autism/sensory needs?

A: Yes! Our fidget toys are popular with neurodivergent individuals and anyone who benefits from sensory input. However, everyone's sensory preferences are different. We recommend starting with a smaller order (3 items) to test which types of fidgets work best for you or your child.

🎥 VIDEO REVEAL SERVICE

Q: What is the Video Reveal option?

A: For an extra £5, you can watch us open your mystery capsules on camera before we ship them! Your video will be uploaded to our social media showing exactly which items are in your order. It's a fun way to experience the surprise while knowing what's coming!

Q: How long until I receive my video?

A: Videos are typically filmed and uploaded within 1- 3 business days of your order. Please allow a couple of extra days for editing and posting to social media.

Q: Is the video service included with my order?

A: The first 5 customers receive FREE video reveals as our launch special! After that, videos are available as a £5 upgrade option. Behind-the-scenes selection (without video) is always included at no extra charge.

🚚 SHIPPING & DELIVERY

Q: How much is shipping?

A: Standard shipping: £5 this covers the cost of packaging too.

FREE shipping on orders over £40!

All orders are sent via Royal Mail and typically arrive within 3-5 business days.

Q: When will my order ship?

A: Orders are processed within 1-3 business days. If you have ordered a video reveal this may add extra time but we will still aim to send it within 5 business days. You’ll receive tracking information via email when your order is dispatched.

Q: Do you ship internationally?

A: Currently we ship within the UK only. International shipping may be available in the future – follow us on social media for updates!

Q: My order hasn’t arrived – what should I do?

A: Please check your tracking information first. If your order is delayed beyond the estimated delivery date, contact us at [your email] and we’ll help resolve the issue immediately.

💚 RETURNS & REFUNDS

Q: Can I return my mystery capsules?

A: Due to the nature of mystery items and hygiene considerations, we cannot accept returns on opened capsules. However, if you receive damaged items or your order is incorrect, please contact us within 7 days and we’ll make it right!

Q: What if items arrive damaged?

A: We’re so sorry if this happens! Please email photos of the damaged items to flutterandflo@gmail.com within 7 days and we’ll send replacements at no charge. Alternatively you can use the contact us form.

Q: I’m not happy with my items – what can I do?

A: We want you to love your order! If you’re unsatisfied, please contact us at flutterandflo@gmail.com. While we can’t offer returns on opened mystery items, we’ll do our best to make things right and ensure you’re happy with your Flutter & Flo experience.

🎰 MYSTERY CAPSULE LIVE EVENTS

Q: What is Mystery Capsule Live?

A: Mystery Capsule Live is our special event where we go live on social media and draw numbers from a raffle drum!

Tickets are £10 each

Limited to 50 spots per event

Every ticket = 1 spin = 1 mystery bag

Bags are worth £10+ value

Could contain Flo, Flutter, Mixed tier items, or even a Squishmallow!

Q: When is the next Mystery Capsule Live?

A: Follow us on TikTok, Instagram, and Facebook @FlutterAndFlo for announcements! Events are held seasonally (Valentine’s, Easter, Halloween, Christmas). Tickets go on sale approximately 1 week before each event.

Q: How do I buy tickets?

A: Tickets will appear in our shop approximately 1 week before each event. Simply purchase a £10 Mystery Live Ticket, and you’ll receive confirmation with details about when and where to watch the live draw!

Q: Do I have to watch the live to win?

A: No! You don’t need to attend the live event. Your mystery bag will be shipped to you regardless. However, watching live is part of the fun – you’ll see your number drawn and get a preview of what’s in your bag!

Q: What if I can’t watch the live?

A: No problem! We’ll email you after the event to let you know which bag number you received, and your package will ship the next business day.

🧸 SQUISHMALLOW GUARANTEE

Q: What is the Squishmallow Guarantee?

A: Want to guarantee you receive a Squishmallow? Order our special Squishmallow Guarantee package!

7 Flutter premium items + 1 Squishmallow = £30

You’re guaranteed to receive a Squishmallow

Plus 7 mystery Flutter tier fidgets. As Squishmallows are a standard item within the Flutter tier you may recieve 2 in an order.

Q: Can I choose which Squishmallow?

A: The Squishmallow is a surprise! We select at random from our current stock, so each order receives a different character. Part of the fun is seeing which one you get!

💳 PAYMENT & SECURITY

Q: What payment methods do you accept?

A: We accept all major credit/debit cards, PayPal, Apple Pay, and Google Pay through our secure Shopify checkout.

Q: Is it safe to order from your website?

A: Absolutely! We use Shopify’s secure payment processing, and we never see or store your payment information. All transactions are encrypted and protected.

📧 CONTACT & SUPPORT

Q: How can I contact you?

A: We’d love to hear from you!

Email: flutterandflo@gmail.com

Instagram: @FlutterAndFlo

TikTok: @FlutterAndFlo

Facebook: Flutter & Flo

We typically respond within 48 hours (Monday-Friday).

Q: Do you have a physical shop?

A: We’re an online-only business, which helps keep our prices low! All orders are shipped from our home base with love and care. 💚

Q: Can I follow you on social media?

A: Yes please!

Find us on:

📱 TikTok: @FlutterAndFlo

📷 Instagram: @FlutterAndFlo

👍 Facebook: Flutter & Flo

Follow for product reveals, behind-the-scenes content, giveaways, and announcements about Mystery Capsule Live events!

💚 ABOUT FLUTTER & FLO

Q: Why the name “Flutter & Flo”?

A: Flutter and Flo are our two hummingbird mascots! They represent the two tiers – Flutter for premium quality and Flo for great value. Plus, hummingbirds are constantly in motion, just like fidgety hands! 🦋

Q: Are you a registered business?

A: Yes! We’re fully insured with public liability and product liability insurance. All products meet UK safety standards and regulations.

🎁 SPECIAL OFFERS

Q: Do you offer discounts?

A: We regularly run special promotions!

First 5 orders receive FREE video reveals + bonus gifts

FREE shipping on orders £40+

Q: Do you do gift wrapping?

A: Unfortunately not at this time. We do take care with packaging and your order, if boxed, comes with beautiful pastel coloured tissue paper.

Q: Can I buy in bulk for parties/events?

A: Not at this time. Unfortunately we are a small start up company and cannot offer bulk items. However we can do up many mystery bundles or capsule orders. Please message us at flutterandflo@gmail.com with any requests and we can see if we’re able to help you out.

❓ MY QUESTION ISN’T HERE

Still have questions?

No problem! Contact us at flutterandflo@gmail.com , using our ‘contact us’ page or message us on social media. We’re happy to help! 💚

We typically respond within 48 hours (Monday-Friday).

Thank you for choosing Flutter & Flo! 🦋✨