FAQs

Orders & Shipping

Do you ship to my country?
We ship to Singapore, Malaysia, Australia, the United States and other selected countries. If your country isn't available at checkout, message us on WhatsApp and we'll check for you.

Is shipping free?
Yes for Singapore and Malaysia, with no minimum spend. Orders to Australia and the United States ship free from USD 100. Other destinations are calculated at checkout. See our Shipping Policy.

When will my order ship?
Within 1–3 business days after payment. You'll receive a tracking number by email or WhatsApp once it ships.

Will I pay import duties or taxes?
Duties and taxes depend on your country and are paid by the customer. Free shipping covers the shipping fee only.

Returns & Exchanges

Can I return an item?
Refunds are available if we sent the wrong item or it arrived defective or damaged. Please contact us within 7 days of delivery with an unboxing video, photos and your order number. We cover the return shipping for these cases.

Can I exchange for a different size?
Yes. Size exchanges are available within 7 days of delivery, subject to stock, if the item is unused, unwashed and has all hangtags attached. The customer pays shipping both ways. If your new size is out of stock, we'll offer store credit.

What can't be returned or exchanged?
Change-of-mind refunds, items that have been worn, washed or altered, items without hangtags, and requests made more than 7 days after delivery.

What is an unboxing video?
A continuous, unedited video from the moment you open the parcel until the item is fully shown. It helps us verify wrong, damaged or defective items quickly.

How do I make a request?
Send your order number, reason and photos or video to WhatsApp +82 10-5071-1071 or florencoofficial@gmail.com. We reply within 2 business days. Please wait for approval before sending anything back.

How long do refunds take?
Approved refunds are issued to your original payment method within 7 business days after we receive and inspect the item. Your bank may need a few extra days to show it.

My parcel arrived damaged. What should I do?
Contact us within 7 days of delivery with your unboxing video and photos of the parcel and item.