Help & FAQs
What can we help you with today?
★ I need to change/cancel item(s) on my order
Once an order has been placed in our system we cannot charge you for any items you want to add to the order and can therefore not add any items on the order once it has been placed. The same applies for cancelling any items of your order
★ I received a forgotten cart email? The Coupon Won’t Work
These coupons are valid on full priced product only, as described in the footer of your email. We often have store wide sales and these coupons will not work when we do. Still having trouble, reach out on our Live Chat.
Part of my order is missing?
Sorry to hear you haven’t received a part of your order! If this is the case please check your invoice in your package. We will always write a note on your invoice where an item can’t be supplied.
Was my order Successful?
You will receive an order confirmation email shortly after placing your order. If you do not receive this please ask us, via the Live Chat to forward you a copy.
★ Does shipping cost?
Shipping is $5 for regular post, or $12 for express. New Zealand International costs $20. We often have free shipping offers, you can find the total shipping costs during checkout.
★ Can I Change my Delivery Address?
Once an order has been placed in our system you cannot change the address via your account. The only way to update an address on your order is by chatting us via Live Chat.
★ How does Florence Store deliver parcels?
We ship all our products using Australia Post.
★ When should I expect my order?
We aim to have orders shipped out by the next business day. You will receive order tracking information once despatched. You can find all up to date Australia Post delivery information on their website.
★ I think my order might be lost!
To check your order status, you can sign into your account here, My Account. OR, check the status of your order here Order Tracking. If this information does not help you, please contact us via Live Chat for help.
Will I be notified of despatch?
Your tracking info will be sent out the evening of despatch of your order.You will receive an email containing a tracking ID number and link.
★ I need to return something?
Information on returns can be found here
★ What is our returns policy?
You have 10 days from delivery to request a return. Incorrect size purchases and change of minds will be credited in the form of a store credit. Refunds to original payment methods will only apply to items recognised as faulty.
★ How should I return my items?
Items need to be returned in original condition. You will need to return your items via Australia Post. Return postage will not be covered unless the item is faulty, or an incorrect product was delivered. Please ensure you use the correct postage bags, as provided by Australia Post.
★ Have you received my return?
You will be notified once your item has been received into the warehouse. Once your return is received allow up to 2 business days for us to complete your return request.
I want to exchange my item?
Sorry, exchanges cannot currently be facilitated by us. Please return your items following our returns policy. You will need to purchase the correct size or item(s) using your store credit.
I want to return a sale item(s)?
You can. All items are the same, you will be issued a store credit for the price you paid.
★ How do I know it is safe to shop with you?
We value your privacy and work hard to ensure that your details are secured. Your details will never be released to any other party. Learn how we keep your details safe on our Privacy Statement.
★ I’m experiencing technical problems?
Oh no! Let’s get you back on track as fast as possible, please reach out to us via our Live Chat.
How do I use a Store Credit/ Coupon?
If you have coupon, you will need to enter the code provided during shopping cart /checkout in the text area provied for coupons. We do not offer refunds where you fail to apply store coupons correctly.
You’ve seen it cheaper elsewhere!
We will offer you a discount for the difference, + an extra 5% off* Simply send us a screenshot of the product. This only applies to items in the exact print / colour / style and of full price nature.
*Not Valid with any other offer
How do I know my order was successful?
Our system will automatically deliver an email to the email address provided at the time of order. You will receive updates pertaining to your order as required by us.
An item is out of stock, It’s a fashion emergency!
With the nature of online shopping this can happen but that does not necessarily mean the item is lost to the sands of time! Some of our stock is what we call ‘Core Items’ and we always try to have them in the warehouse year round. Reach out via Live Chat and we’ll try to help!
Can I see a product before purchasing?
Unfortunately, we do not have a physical store and for safety reasons, we cannot allow customers into the warehouse. If you have any product enquiries, please contact us via Live Chat.
★ What payment options do you offer?
We have a range of different payment methods available on the site! We accept, Afterpay, PayPal or Secure Card transaction using Amex, Visa or MasterCard
I have a question about pricing?
All prices on Florence Store, are shown in Australian Dollars. All prices are inclusive of Australian GST, this includes all shipping cost. GST is reflected in your order receipt and checkout process.
I used Afterpay to purchase?
Afterpay purchases, that are returned are eligible for a store credit note only. Afterpay purchases that meet our faulty criteria will be refunded according to the Afterpay refund policy.
Tell me about store credits?
Our store credits last 12 months. Store credits are emailed to the email address you used to purchase your order. They are also accessible from your account dashboard.
Can’t find the information you’re after?
Please ask, we love helping.
Get in contact, via the Live Chat