Frequently Asked Questions

We offer a flexible returns policy to facilitate your online shopping experience. We also monitor the number of returns made by our customers. Repeated returns in breach of our General Sales Conditions will be flagged and may, at our discretion, lead to the closure of your account or refusal of future orders.

If you have created a FLORENCESS customer account, you can view your order status at any time. Simply log in to your account and click on “My Orders.” You may then select your desired order, view the details of your purchase and the status of your shipment.

With limited production and inventory not as large as expected, normally, we can ship the goods the next day. Should any items be unavailable, the preparation time may be modified. Availability delays will be communicated.

Delivery time is estimated from the time your order is shipped, depending on your shipping destination and the specificity of your order.

The exact delivery date including the preparation of your order and shipping will be determined at checkout. Orders shipping to remote areas of Alaska and Hawaii may experience longer shipping lead time, which will be reflected correctly at checkout according to the zipcode of delivery.

Orders including Fine Jewelry and Watches are automatically upgraded to Express delivery.

Deliveries will be made Monday through Friday (including holidays) and on  Saturday in eligible locations. A signature will be required upon delivery. FLORENCESS cannot be held responsible for any unanticipated delivery delays such as inclement weather on the delivery route. Our carrier will attempt to deliver your order up to three times before returning it to our distribution center.

If you have created a FLORENCESS customer account, you can view your order history. Simply log in to your account and click on “My Orders.” You may then select your desired order to view the details of your purchase, the status of your shipment, and information on your returns.  

Items can only be delivered to the shipping address indicated at the time of placing the order. Addresses cannot be modified once the order has been placed or once the order is in transit. A signature is required upon delivery and cannot be waived. Orders cannot be delivered to hotels, freight forwarders, military bases, post office boxes. Our carrier will attempt to deliver your order up to three times before returning it to our distribution center.

The products on the website are organized by categories and by product line.

Please use the search engine, indicated by a magnifying glass, and enter the key words. All the products with a relevant match to your search will be presented.

The processing, confidentiality, and security of your personal data is important to us. We are committed to offering you personalized services while respecting your privacy and choices in accordance with the applicable personal data regulations, in particular, the General Data Protection Regulation (GDPR) for customers residing in the EU, and those regulations applicable to you as residents of your home State for customers residing in the US.

In order to provide you with the same personalized service worldwide,  we take all necessary safeguards, notably contractual, technical, and organizational measures to guarantee the privacy and security of your data and to protect such data from any misrepresentation, damage, destruction, or access by unauthorized third parties.

It is important that you can control your personal data. In accordance with GDPR, you have the right to access and make corrections to your personal data, in addition to the right to request its removal, to oppose the use of your data providing you have a legitimate reason, and to obtain limitation and portability as far as this is applicable. You are also able to request to no longer receive personalized communications about our products and services.

All transactions done on the FLORENCESS.com website are extremely secure. An SSL encryption system is in place to protect personal data and payment information. In addition, FLORENCESS makes a commitment to you not to save any credit card information.

Creating a Florencess account will enable you to

- Save and manage your personal information

- Create and share your personal shopping cart and bookmarks

- Have a list of your online and store purchases

- Track your online orders

- Exchange or return products

- Receive our latest product and event updates

To subscribe to our newsletter, please visit the "Newsletter" section and fill in the registration form.

If you wish to unsubscribe from our newsletter, click on the link at the bottom of each FLORENCESS newsletter.  

By subscribing to the Florencess Newsletter, you will be one of the first to hear about new products, events and news from the House of FLORENCESS. 

If you have created a FLORENCESS customer account, you can view your order status at any time. Simply log in to your account and click on “My Orders.” You may then select your desired order, view the details of your purchase and the status of your shipment.

If you have placed an order as a guest, you may view your order status by using your order number and email on the Manage Your Order portion of our Delivery and Returns page.

You can return any order to us within 7 days of receiving it. After the express delivery is signed for, please contact our Customer Service with a logistics screenshot for a return or exchange. 

Product(s) must be returned in the original packaging, accompanied by any accessories and documents provided (notices, guarantees, return tags, certificates of authenticity). Any damaged, used, incomplete or soiled product(s) cannot be returned or exchanged. All shoes must be tried on a soft, clean and dry carpeted area in order to avoid any damage to the soles. Failure to do so may result in non-acceptance of your return or exchange.

Similarly, personalized items produced according to and/or at the request of the customer, or products that have been altered, as well as sealed items (swimwear, etc.) that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection cannot be exchanged.

An item can only be exchanged once, the item received in exchange can therefore only be returned for a refund under the usual conditions.

If the product meets our return conditions, you will be reimbursed to your original payment method, or your exchange order will be processed. Any item that is returned damaged, used, incomplete, or soiled will not be refunded and will be sent back to you. Please allow up to 7 business days for all returns and exchanges to be processed.