RETURN & REFUND POLICY
By placing an order, you confirm that You have read, understood, and accepted the following policies:
Returns are acceptable if initiated within five (5) days from the date showing delivered status successfully on the carrier’s system. You must email our customer service within 5 days to request the return/refund. Any claims made after 5 days will NOT be accepted.
1. How to send a return/refund request?
To initiate a return/refund request, please send us an email to florencyecommerce@gmail.com. You should include the following information for better support.
– Order number
– Video or photos of the received product
– If your problem is the wrong or defective product, please include photos of that product.
– If your problem is about the size, please include a measuring tape, stick or ruler in the photo of the product
2. Return conditions
Returns of your purchase are ONLY allowed when the delivered item(s) fall within the following criteria:
– Item damaged/defective (in the shipping process)
– Item is the wrong size/color compared to the order
– The item is not the right style (for example, a long-sleeved shirt instead of a shirt) from the order.
Regarding the return process, please ship your package via insured ground service (recommend: USPS, UPS, FedEx) and then provide us with a valid tracking number. Kindly note that return shipping charges are at the customer’s expense. We are not responsible for lost or damaged packages during the return process.
NOTE: You must contact us if you want to return the item(s). Returning without our confirmation and authorization will not be accepted. The address marked on the shipping label is just the address of our partnership with USPS’s office.
3. Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and automatically applied to your origianl payment method within 2-3 days.
4. Late or missing refunds (if applicable)
Please check with your bank if you do not receive the refund after our confirmation email (normally it takes 5 – 7 days depending on which bank your account is linked to).
If you try all the ways to check your account and still do not receive the refund, please contact us via florencyecommerce@gmail.com.
We will NOT accept to return or exchange in the following cases:
– Changing the decision.
– The used products.
– Losing the attached accessories.
– Size/color is correct as of the original order
– The product is an attached gift.
– The products which are applied for promotion programs.
5. Order cancellation
FLORENCY only accepts cancellation requests sent to us within 6 hours of placing the order. Please be well-informed that we need to pay for management, processing, and transaction fees, so 10% of your total order value must be charged for the cancellation.
After 6 hours, your order will be automatically archived and sent to the warehouse for the process of stocking, packaging, and shipping. No one can cancel your order once it is being processed already.