Help & FAQs
We love nothing more than helping our customers look and feel great in what they wear. Florence Store is ready to help customers find their own style.
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.
You will receive an order confirmation email shortly after placing your order. 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.
If you have a coupon you will need to enter the code provided during the shopping cart or the checkout in the input area provided. Coupon discounts cannot be applied to previous orders. Florence Store is not obliged to refund or reimburse a coupon discount amount on any prior order placed.
Sign Up vouchers are valid on your first purchase only.
20% OFF the 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 where you’ve returned an item from your first order for store credit.
On completion of your return a store credit will be emailed. When purchasing, store credits can only be used with the email they are sent to.
Store credits need to be entered in the area provided during the shopping cart or the checkout. Store credits cannot be applied to previous orders. Florence Store is not obliged to refund or reimburse a store credit amount on any prior order placed.
Please treat store credits like cash. If you have lost, or have not received your store credit please request this information promptly. We are unable to access store credit data that is older than 6 months. Store credits processed from 9/04/2021 will have 6 month expiry.
Once an order has been placed in our system we cannot charge you for any items you want to add to the order. We are also unable to add or adjust any items to the order once it has been placed. The same applies for cancelling any items from your order.
You are able to download tax invoices via your account at any time. Tax invoices are also emailed to you with your shipping confirmation.
Aus + NZ Free Express Shipping Spend $100+
Australia Free Shipping on all other orders
Same Day Brisbane Metro $10.00
New Zealand all other orders $10.00
United States orders $20.00
Please visit Australia Posts website for updated delivery timelines for your region.
Orders placed are dispatched within 24 business hours. Express orders are despatched with priority. We use Australia Post which can take 1-4 business days (major capital cities and major metro areas) regular post, or next day with express. Regional areas outside the post network may be 4-7 days.
After 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 orders using Australia Post.
On the evening of despatch, you will receive an email containing a tracking number and link.
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.
If you have a change of mind, or you’re not entirely satisfied – You have 7 days from the day your receive your parcel to Request a Return.
Full priced items (including items on temporary promotion) must be returned in original condition (without marks, stains or smells) in original packaging with tags and labels attached. Items can be returned for a store credit only.
All sale items are final and cannot be returned, unless faulty.
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. Return postage is the responsibility of the customer.
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.
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.
Sorry to hear you haven’t received a part of your order!
Please contact us here. Provide as much information as possible so we can fix this straight away for you!
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
Please allow up to 3 business days for your return to be processed once your parcel is received. Return postage is the responsibility of the customer.
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.