Frequently Asked
Questions

still have a question? 

send us a note at

hello@florencebymills.com

  • What is the Olivia Hope Foundation?

    The Olivia Hope Foundation was created to honor Olivia Hope LoRusso, who passed away from Acute Myeloid Leukemia (AML) in 2017. It was her vision and hope that someday, children afflicted with AML and other childhood cancers would not have to suffer the way she did.

  • Where can I buy florence by mills™ products?

    florence by mills products are available at florencebymills.com, Ulta.com and Boots.com.

  • Are florence by mills™ products vegan and cruelty-free?

    Yes! All florence by mills products are PETA Cruelty-free and Vegan Action certified.

  • Are florence by mills™ products safe to use on all skin types?

    Yes, all florence by mills products have been tested and determined suitable for all skin types. However, if you have a specific concern, we recommend reviewing the product with your dermatologist and spot testing the product before use.

  • Are florence by mills™ products dermatologist tested?

    Yes, all florence by mills products are dermatologist tested.

  • I have a gluten allergy, are your products produced in a facility with gluten?

    florence by mills™ products do not contain any gluten. However other products with gluten may have been produced in the same facility.

  • Do florence by mills™ products contain soy?

    No, florence by mills products do not contain any soy. However other soy-containing products may have been produced in the same facility.

  • How do I use the Clean Magic Face Wash as a makeup remover?

    To use as a cleanser: massage onto wet skin, then rinse well.

    To use as a makeup remover: apply to dry skin and wipe off with a tissue. Be gentle! It's better for your skin!

  • How do I know which Like a Light Skin Tint or See You Never Concealer shade is right for me?

    Try using our Beauty Quiz to help determine which shade is right for you. 

  • How do I know which Like a Light Skin Tint or See You Never Concealer shade is right for me?

    Try using our Beauty Quiz to help determine which shade is right for you.

  • What kind of coverage does the Like a Light Skin Tint provide?

    Our Like a Light Skin Tint is lightweight, light coverage. It is buildable so you can get more coverage by applying multiple layers.

  • What kind of coverage does the See You Never concealer provide?

    Our See You Never Concealer is creamy with light coverage.

  • Why do you use single use plastic?

    We have a commitment to remain responsible to our planet and also to provide the best value to our customers. While we do employ single use plastic in some of our items, we are dedicated to employing planet friendly practices and are always looking for ways to improve. In addition, all florence by mills™ unit cartons are recyclable. (Please consult with your local recycling facility to understand its specific on-site capabilities.) Hope this gives you more insight to our current practices - and as always we are continually looking for new methods and practices - so if you have any suggestions - please, send them our way!

  • Are florence by mills™ products safe for sensitive skin, psoriasis, acne, eczema, keratosis pilaris or rosacea?

    All florence products have been dermatologist tested and are suitable for all skin types. However if you have specific skin concerns, we recommend consulting your dermatologist prior to use.

  • Can I buy items in a bundle?

  • Which shade should I use for my skin tone?

    Try our beauty quiz to determine what shade is best for you.

  • What countries do you ship to?

    Australia, Austria, Belgium, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Israel, Italy, Japan, Korea, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Scotland, Slovakia, Slovenia, Spain (excludes Canary Islands), Sweden, United Kingdom, and USA.

  • How long will it take for my order to ship, which carrier, and how much?

    Please visit our shipping page here for further details.

  • What’s your return policy and how long does it take?

    Please visit our return policy for more details.

  • How can I check the status of my order?

    An email will be sent with a shipping confirmation and tracking information. Still have a question? Email us at hello@florencebymills.com and we’ll be more than happy to help!

  • Can I cancel my order?

    Sorry to hear you want to cancel your order! Please contact hello@florencebymills.com. We can only cancel orders that have not yet been processed for shipping so do it quickly!

  • How do I track my order?

    For online orders an email will be sent with a shipping confirmation and tracking information, still have a question? Email us at hello@florencebymills.com.

  • I entered the wrong address what can I do?

    Contact hello@florencebymills.com immediately. In some cases, we may be able to change the address for you if your order hasn't already been processed.

  • My order never arrived. Lost or stolen shipment. What do I do?

    Please contact us directly at hello@florencebymills.com with information regarding your situation and your claim number.

  • What if my item is damaged upon receipt?

    If your item arrives damaged or defective and you would like a refund or exchange, please contact us at hello@florencebymills.com within 14 days of the purchase date and include your order number in the email subject line (order number starts with “FLOR#”), photo documentation of any reported damage or defect, and we’ll take care of the rest. Note that orders placed with our retail partners are subject to the refund and return policy of each retailer. Please contact the retailer’s customer support team and provide the original dated receipt.

  • Is our website secure?

    Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the top status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information from unauthorized use. View the privacy policy here. We do not store credit card information on our site.

  • What type of payments do you accept for purchases made at www.florencebymills.com ?

    We accept all major credit cards – Visa, Mastercard, American Express, PayPal, Amazon Pay, Discover, JCB, Diner’s Club, Shopify Pay, Apple Pay, and Google Pay.