Help

Help & FAQs

What can we help you with today?

 
★ I need to change/cancel items 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
★ My order, I think it 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 the quickest resolve.

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 received with your package.If the missing item is highlighted or has a note, it usually means there has been a stock back order or error and we have emailed or tried to call you about the item.
Was my order Successful?

You should receive an order confirmation shortly after placing your order.

If you’ve not received please talk to us, via the Live Chat

Promotional Offers
Promotion code ‘weekend’
  • The refund amount for returns will match the price at purchase;
  • Coupon code offers are only applicable to full price only
  • Promotional offers are not applicable to shipping costs;
  • Offer cannot be used with other promotional codes;
  • The promotional period can be changed at any time;
  • Credits can be used in conjunction with promotional offer.
Full Terms and ConditionsUpdated: 05/06/2020
★ Does shipping cost?

Shipping is free with orders over $75.

For orders under $75, shipping is $5 for regular, $12 for express.

★ Can I Change my Delivery Address?

Once an order has been placed in our system you cannot change the address via your account.

The fastest and best way to update an address on your order is by chatting us via Live Chat.

★ How do we deliver parcels?

We ship all our products using Australia Post – Parcel Send.

You can follow the progress of your order here

★ When should I expect my order?

We will aim to have all orders shipped out by the next business day after ordering.

You can find all up to date AusPost delivery information on their website.

★ My order, I think it 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 the quickest resolve.

Where can I find shipping information?

All our up to date shipping information can be found here.

When will I be notified on 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.

Please contact us via Live Chat, if you do not receive by the second business day of purchase.

★ I need to return something?

Information on returns can be found here

★ What is the returns policy?

You have 10 days, from delivery of purchase 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 AusPost.

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 AusPost.
Any additional cost will be on-forwarded to you.

★ 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 action 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 re-purchase the size or items using your store credit.

I want to return sale items?

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 and never 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.

First, please double check your payment details and make sure they are up to date.

If all seems okay on your end, reach out to us via our Live Chat.

How does a Store Credit/ Coupon work?

If you have coupon, you will need to enter the code provided at checkout in the text area for coupons.

We do not offer refunds for failure to apply store coupons.

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 to your email address a confirmation of the order placed.

You will receive updates pertaining to your order as required.

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 Fulfilment Centre year round.

Pop us through a web form with the name, brand and SKU number of the item and we should be able to give you a rough idea of when it is coming back to stock.

Can I see the product before purchasing?

Unfortunately, we do not have a physical store and for safety reasons, we cannot allow customers in the fulfilment Centre.

If you have any product enquiries, please contact us via Live Chat.

★ What payment options do you offer?

We have a whole array of different payment methods available on the site!

We accept, Afterpay, PayPal or Secure Card transaction using Visa or MasterCard

American Express is only accepted through PayPal

I have a question about pricing?

All prices on Florence Store website is 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 do not have expiry dates.
Store credits are emailed to the email address you used to purchase your order.

They are also accessible from your account dashboard.

Please allow 2 days from us receiving your order to apply your store credit.

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We’re here to help!
If you can’t find the information you’re after please ask.

Get in contact, via the Live Chat

We’re here to help!
If you can’t find the information you’re after please ask.

Get in contact, via the Live Chat

Help & Faqs Updated : 15/06/2020