Frequently Asked Questions
We value your privacy and work hard to ensure that your details are secure. Your details will never be released to any other party. Learn how we keep your details safe on our Privacy Statement.
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 not add or adjust any items to the order once it has been placed. The same applies for cancelling any items of your order. The same applies for shipping costs.
We send automatic email confirmations. Sometimes these may end up in your promotions or spam folders. Alternatively you can track your order.
Coupons are valid on full priced product only, unless otherwise described. We often have store wide sales and these coupons will not work when we do.
20% OFF first order discount is valid on your first full priced order only. The discount is not able to be applied to a second order, or in the instance of where you’ve returned an item from your first order for a store credit.
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. We have three clearly labelled locations in the cart/ checkout to enter store credit / coupon codes.
Coupons / Promotional discounts cannot be applied to previous orders and Florence Store is not obliged to refund or reimburse any coupon/ discount amount on any prior order placed. We have three clearly labelled locations in the cart/checkout to enter store credit / coupon codes.
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.
You will receive an order confirmation email shortly after placing your order. If you do not receive this please check your junk or promotions folder. We can further assist by attempting to send you a copy.
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.
Shipping is $5 for regular post, or $10 for express. New Zealand International costs $15. We often have free shipping offers, you can find the total shipping costs during checkout.
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 to contact us.
We ship all our products using Australia Post.
We aim to have orders shipped out within 72hrs. Same day and Express orders are despatched with priority. You will receive order tracking information upon despatch. You can find all up to date Australia Post delivery information on their website.
As you could appreciate, we are a growing small business. We are not able to check the status of each order with Australia Post. We pass this responsibility on to the buyer upon despatch. We assume all parcels as delivered unless otherwise informed by the buyer.
On the evening of despatch, you will receive an email containing a tracking number and link.
If you have a change of mind, or you’re not entirely satisfied – we’re happy to accept return requests within 7 days of receiving your parcel. Request a Return.
Full priced items (including items on temporary promotion) must be returned in the original packaging (as received), with all original tags and labels. We do not provide refunds – your item(s) can be returned for a store credit only.
All sale items are final and cannot be returned.
We only accept returned item(s) that have been lodged online using our Returns Portal. Returns not lodged online will be redirected back to you. We do not offer free returns.
You will be issued a Returns Authorisation Number via your purchase email with instructions on how to send your parcel back. Items need to be received by our distribution centre within 10 days of receiving your Return Authorisation Number. Returns outside of this time frame will be returned to the customer and not accepted.
NOTE: Remove FS_ from order number to submit successfully. Please enter the numbers only.
Exchanges are not available as a return option. If you need to return something for a different size or style – request a return and you will be able to use your store credit to purchase the correct size.
We are unable to exchange due to how quickly we sell through our products.
We aim to provide our customers with products of the highest quality. To report a faulty item, please process a request via our returns centre.
An item is faulty if it has arrived with a manufacturing defect. All faulty items that are returned will be refunded to the same payment method used when originally purchased.
An item is not faulty if it does not fit or you have changed your mind. We do not offer full refunds for change of mind purchases.
Please allow up to 3 business days for your return to be processed once your parcel is received. We are unable to process any quicker. We do not offer free returns.
Your store credit will then be emailed to the same purchasing email address (if you don’t receive check promotions/junk folders). Your store credit will be for the original purchase amount. Store credits have no expiry.
Shipping costs are not refunded. We are unable to offer refunds, unless faulty.
We understand online shopping can be difficult so we do our best to provide clear photographs and offer accurate size measurements and descriptions.
Due to variations in screen colour settings on computers and mobile devices some colour discrepancies will occur. If you have a change of mind, or you’re not entirely satisfied – we’re happy to accept returns. See above for our return policy. Request a Return