FAQ

What is the delivery time for my order?
When you place an order with Florence and Evelyn, the delivery time may differ from what you are used to. Because our products are shipped directly from our suppliers, we are able to significantly reduce storage and shipping costs. This allows us to offer our products at very competitive prices.

The average delivery time is 5 to 10 business days (Mon–Fri, excluding public holidays).

What should I do if I haven’t received my order yet?
Due to high demand for our products, it is possible that your order may arrive slightly later than expected. We appreciate your understanding. If this period has passed and you still haven’t received your order, please send an email to support@florence-evelyn.com. We will investigate the status of your package for you.

I want to exchange/return my order, how do I do this?
To return an item, simply contact our customer service at support@florence-evelyn.com. Please include your name, order number (e.g. #0000) from your confirmation email, and the reason for your return. We will then provide you with the return address and confirm the return. After that, you can send the product back using a courier of your choice.

What are the return costs?
Returns are at your own expense. The costs depend on the courier you choose. Please check the website of your preferred shipping provider for more information on pricing.

What are the return conditions?
You have a 30-day return period starting from the day you receive your item. However, certain conditions apply:
You can only return an item if:

• The return period has not expired;
• The product is in its original packaging and all labels are still attached;
• The product has not been used.

Which payment methods do you accept?
We accept payments via Visa, Mastercard, American Express, Shop Pay, Apple Pay and Google Pay. If you are unsure whether your payment method is accepted, simply follow the steps on the checkout page to see all available options.
All transactions are processed through secure and reliable payment systems and are 100% safe.

What if I didn’t receive a confirmation email for my order?
That’s not supposed to happen. Please send an email with your full name and email address to support@florence-evelyn.com. We will help you as soon as possible.

Can I cancel my order?
If you wish to cancel your order for any reason, please email us as soon as possible at support@florence-evelyn.com Include your name, order number (e.g. #0000), and preferably the reason for cancellation.