In rare cases, Australia Post may be unable to deliver a parcel, or a parcel may be redirected, uncollected, or returned to sender (RTS). Where this occurs, additional charges may apply and are assessed on a case-by-case basis.
Returned, Undeliverable or Redirected Parcels
If a parcel is returned due to no fault of Florence Store (including missed delivery, uncollected parcels, redirections, or address errors), we reserve the right to charge a postage fee before resending the order.
If Australia Post has made a delivery error, any compensation or reimbursement is handled directly by Australia Post.
Once a parcel has been redirected at the customer’s request, Florence Store disclaims all responsibility, and any delivery issues must be resolved directly with Australia Post.
Incorrect or Incomplete Addresses
If you realise an address has been entered incorrectly, contact us immediately. While we will do our best to update it, our warehouse dispatches quickly, and changes cannot always be made once processing has begun.
Please note:
- Updating your address in Your Account does not update the address for orders already placed
- Once tracking has been issued, address changes or redirections must be arranged directly with Australia Post via MyPost or their customer service
Florence Store is not responsible for parcels that cannot be delivered, are lost, or returned to sender due to an incorrect or incomplete address.
If a parcel is returned to sender, it is the customer’s responsibility to contact customer care to arrange re-delivery.
Authority to Leave (ATL / Safe Drop)
Customers may opt into Authority to Leave (ATL) or Safe Drop by contacting Australia Post with their tracking details.
Please note:
- Florence Store disclaims all liability for parcels delivered under ATL
- Items marked as delivered under ATL will not be replaced or reimbursed, unless otherwise required by law