COVID-19 Update (as of March 27, 2020)
Our warehouse team and facility are taking the necessary steps to maintain a safe workplace and to preserve the health of our team. As of now all orders are shipping from our warehouse and are being processed with little to no delay. Our shipping partners have shared that domestic deliveries are ongoing but, some international deliveries may be delayed with our carrier, especially areas under mandated quarantine. Our top priority is maintaining the health and safety of our team and florence fam. We will continue to share updates as things change.
Customer support hours
Monday-Friday* 9:00am-5:00pm PT excluding US national holidays.
Same day shipping
Orders placed by 9:00am PT (Mon-Fri, excluding US holidays) will usually ship same day. During periods of high demand, your order may take 2-3 business days to process.
Update as of 2/27: Orders going to Hong Kong will be delayed an indeterminate length of time due to suspended operations in some regions of China.
Update as of 2/28: Orders going to Israel will be delayed an indeterminate length of time due to a backlog in the office of exchange in the destination country. There is no ETA for when this situation will improve.
Update as of 3/27: Orders going to France will be delayed an indeterminate length of time due to the active strike & COVID-19.
Update as of 3/17: Orders going to Italy will be delayed 24-48 hours from the original estimated delivery date due to COVID-19.
Which countries do you ship to?
- Australia (3-10 Business Days)
- Austria (removed due to import regulations)
- Belgium (8-14)
- Brazil (8-14)
- Canada (3-10)
- Croatia (4-8)
- Czech Republic (4-8)
- Denmark (8-14)
- Estonia (4-8)
- Finland (4-8)
France (8-14) Update as of 3/27: Orders going to France will be delayed an indeterminate length of time due to the active strike & COVID-19.
- Germany (4-8)
- Greece (8-14)
- Hong Kong (8-14): Orders going to Hong Kong will be delayed an indeterminate length of time due to suspended operations in some regions of China.
- Hungary (4-8)
Israel (8-14): Orders going to Israel will be delayed an indeterminate length of time due to a backlog in the office of exchange in the destination country. There is no ETA for when this situation will improve.
Italy (8-14) Update as of 3/17: Orders going to Italy will be delayed 24-48 hours from the original estimated delivery date due to COVID-19.
- Japan (8-14)
- South Korea (8-14)
- Latvia (4-8)
- Lithuania (4-8)
- Luxembourg (4-8)
- Netherlands (4-8)
- Poland (4-8)
- Portugal (4-8)
- Scotland (4-10)
- Slovakia (4-8)
- Slovenia (4-8)
- Spain (excludes Canary Islands) (4-8)
- Sweden (4-8)
- Turkey (removed due to import regulations and cost feedback from customers)
- United Kingdom (4-10)
- USA (see below)
Duties & Taxes will be paid on checkout for Australia, Canada and the United Kingdom.
All other countries will require duties & taxes to be paid upon delivery.
My country isn't listed. Now what? - As we expand, we're regularly adding more countries. Send us a note at firstname.lastname@example.org and request your country.
What USA Shipping options do you offer to the USA?
Standard Ground (3-5 Business Days)
$4.99 USD DHL Expedited Max
2 Day (2 Business Days)
$14.99 USD FedEx Express Saver
Overnight (1 Business Day)
$24.99 USD FedEx Overnight
REQUIRED - APO, FPO, and PO boxes (5-8 Business Days)
$12.99 USD USPS
Standard Ground (3-5 Business Days) FREE
Orders $15 USD or more before tax
Puerto Rico Ground (2-5 business days)
$11.99 USD FedEx
*Please Note – An up-charge will be applied to shipments to Alaska & Hawaii. PO boxes are not eligible for free shipping.
What International Shipping options do you offer?
International shipping cost will be calculated based on your address at checkout. We ship using DHL Parcel International Direct and DHL International Standard to the international countries listed above. Shipments typically arrive between 3-10 business days. Proceed to checkout for more information.
How can I check the status of my order?
We’ll keep you updated via email, and we’ll send the tracking number as soon as your order ships so you can check the status and see when your order will arrive. We use multiple carriers to ship orders in the US and internationally; we will notify you with a tracking number once your order ships.
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 email@example.com.
Does Florence pay for international duties and taxes?
Yes, in some cases. Duties & Taxes will be paid on checkout for Australia, Canada and the United Kingdom.
What happens if I order something and it is out of stock?
We will contact you and refund your card or account for the value of the item within 3-5 business days. You can expect to see the refund applied to your account with 10 business days from the time of refund, depending on your bank’s processing times.
I entered the wrong address. What do I do?
Contact firstname.lastname@example.org immediately. In some cases, we may be able to change the address for you if your order hasn't already been processed. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, your order will be refunded once we are notified that the order has been returned/received. Please note that shipping charges are non-refundable. Contact customer care for further assistance.
There is a problem with my shipment. What do I do?
If your shipment is held up with your carrier, contact them directly as they may need specific direction on where to deliver your order. In some cases, the carrier will need to update your address which may result in an additional charge. Florence is not responsible for paying any additional charges caused by an address change. To avoid paying additional charges, ask the carrier to hold the shipment at the nearest location for you to pick up.
My order never arrived/lost or stolen shipments
Please contact email@example.com, and we will file a claim on your behalf. This may take 5-10 business days to investigate with the carrier.