FAQs
1. When will I get the order confirmation?
Right after you place the order, you will receive a Confirmation email from florencyecommerce@gmail.com with the title “Order confirmation + your order number in the form of #0..”
Please be sure to check your spam folders for the confirmation. If you still cannot find the order confirmation email after checking carefully, please make sure that the email address you provided is correct. You can also contact us via the email address above, we are happy to support you.
2. Where do you ship the order from?
FLORENCY has developed a global network of factories and warehouses in many countries, mainly from Southeast Asia, mainly through our partnership with USPS and some other partners such as Epacket, Yun Express, FedEx. When you place the order, we will choose the warehouse closest to your address to ensure the shipping time.
3. How can I track my order?
When you place your order, you will receive an Order Confirmation email confirming your Order # and purchase details.
Once your order has been shipped, we will send you a Shipping information email with your tracking number. To track your package, simply click the tracking number provided, it will open a website showing your order status. The tracking information may not be available for the first couple of days after you receive your Shipping confirmation email. Several days may pass between package scans. We assure you that this is normal and will not affect the estimated delivery time.
4. When will I receive my order?
Normally, the orders will be shipped within 2-5 business days after the payment is verified. Orders placed on weekends or holidays will begin processing on the next business day.
– Orders from the USA: Estimated delivery time is about 7-20 business days.
– Orders from outside the US: Estimated delivery time is about 7-30 business days.
Please be informed that the estimated delivery time does not include the processing time (production time, inventory time, …) and may be delayed for a few days due to extreme weather conditions, or the strict control of the country customs, holidays,…
5. How can I change the information of my order?
If you realize you have made an error in shipping address or purchasing, simply e-mail us as soon as possible. We will support you to correct the information.
Kindly note that we can only change your order information within 12 hours.
Please check the order confirmation email carefully to check all the information.
6. What is your cancellation policy?
You have 6 hours of the same day to send a cancellation request and receive a refund after your purchase. Please be informed that a management, processing, and transaction fee (10% of your total order value) will be applied for the cancellation.
After 6 hours, your order will be automatically forwarded to our warehouse to process and produce, so we will not be able to cancel it or issue a refund.
7. What is your return policy?
Returns are available if initiated within five (5) days from the day the order was successfully delivered according to the carrier’s tracking system.
The return policy will only apply to the wrong, damaged items or products that have any manufacturing problems. We will not make any refunds or exchanges once the product has been successfully delivered in normal condition.
We do not refund shipping costs. Return shipping fee is at the customer’s expense.