Shipping Confirmation
An email is sent as soon as an order has been dispatched, including a tracking link. Parcels are collected the same day by Australia Post, who then take full responsibility for collection, transit, delivery, and providing tracking updates.
Delays and Tracking Updates
Most parcels that experience delays are delivered within a few days once Australia Post becomes aware of the issue.
A lack of scans or gaps in tracking does not mean a parcel wasn’t collected. It usually indicates that Australia Post hasn’t scanned or processed it correctly at a facility. A scan later in the delivery sequence will typically appear.
How Florence Store will help
By purchasing, customers acknowledge that delivery issues, delays, or claims must be directed to Australia Post and managed under their procedures and investigations. Florence Store will assist in the best interest of customers, but final responsibility rests with Australia Post.
Australia Post will not initiate investigations until standard delivery timeframes have passed, and these investigations may extend beyond five business days. Based on this, Florence Store is not able to provide assistance while a parcel remains within standard delivery timeframes.
Contacting Australia Post
It is possible to contact Australia Post directly, but when tracking information is incomplete, their responses are typically generic and often unhelpful. Florence Store has no access to any internal systems beyond the same tracking link provided at dispatch.
Responsibility
Once collected, Australia Post is solely liable for delays, loss, or damage. Florence Store cannot influence or override their process.
Respect & Understanding
Delivery delays are understandably frustrating. Florence Store will always assist within Australia Post’s process, but resolution depends on their investigation and handling. Under ombudsman guidance, responsibility may be referred back to the receiver to liaise directly with Australia Post if mutual respect and understanding cannot be maintained.
We do not own or control Australia Post operations.