Delivery issues and address errors

Returned, Undeliverable or Redirected Parcels

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.

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.

Parcel Enquiries

Once an order has been dispatched and lodged with Australia Post, the parcel is within the Australia Post delivery network.

The customer accepts responsibility for managing any delivery enquiries directly with Australia Post, including tracking issues, delivery delays, redirections, or investigations.

Florence Store may assist where possible by providing tracking information or proof of shipment. However, we do not contact Australia Post on behalf of customers or manage parcel investigations with the carrier.

Incorrect or Incomplete Addresses

If you realise an address has been entered incorrectly, once tracking has been issued, address changes or redirections must be arranged directly with Australia Post via MyPost or their customer service.

Please note:

• Updating your address in Your Account does not update the address for orders already placed
• 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