FAQ’s
Frequently Asked Questions
Shipping and Delivery
Yes! Our international shipping times will vary depending on location (from 7-15 days), but we always work to ensure high quality customer service, no matter where you are in the world.
Returns and Refunds
To make a return, please contact our customer support at smathuk@gmail.com and provide your order number and the reason for the return. After receiving instructions, prepare the item in its original packaging, attach the provided return label (if applicable), and ship it.
For returns due to defects or our error, we cover return shipping upto $9.99; for other reasons, the cost is yours. We’ll process your refund promptly. Contact us if you need assistance at any step.
Exchanges can be made within 30 days after your order has been dispatched.
It is possible to exchange the same item for a different size. You will not need to pay for additional shipping costs when the exchange order is shipped out.
If the size you acquire is not available, you will need to make a regular return.
Kindly note that it is not allowed to tape any documents or labels directly to the product packaging (inner packaging). The right to exchange does not apply to goods that have been washed, used or are damaged. If you have received a damaged product or wish to file a claim, we kindly ask you to contact our customer service.
Note: You as the customer have the financial responsibility of ensuring your return is on its way to us. Please make sure to request a receipt when you return the package or save the tracking ID.
If your handpan arrives defective or does not match your order, please contact us right away at eileen@floroco.com. We will arrange for a replacement or a full refund, depending on your preference.
When purchasing goods from us, a 14-day right of withdrawal always applies in accordance with current consumer protection legislation. This means that you have the right to cancel your purchase by notifying us within 14 days of receiving the ordered item (the cancellation period).
Note: The right of withdrawal does not apply to goods with a broken seal or without a price tag/tag.
Due to safety reasons, the right of withdrawal does not apply to mounted strollers and car seats. You have the right to open the packaging and check, for example, the color of the product. If you are unsure whether the right of withdrawal applies, please contact our customer service.
When you cancel your purchase and have registered your return digitally within 14 days, the amount you paid for the item including original delivery costs will be refunded.
The refund will be made no later than 14 days from the date we received your notice of exercise of the right of withdrawal.
As soon as your return is processed and approved, you will be refunded to the payment method used when making your order. It may take up to 5 business days for our Returns department to process your return after it has arrived at our warehouse. All item(s) must be returned within 30 days of receiving your order. If you have not received a confirmation email regarding your return, we recommend that you trace the parcel on the courier’s website. If you have received a confirmation email regarding your return a refund will be made shortly. It will take 3-5 business days for your money to appear on your account.
PLEASE NOTE: During holiday periods the processing time for your return may exceed 5 business days.
My Order:
We believe that it is important from a sustainability perspective that you merge your purchases so that we can send larger orders fewer times to reduce our environmental footprint.
However, certain items in our warehouse require a special packing process. Please note that in those cases your order can still be sent in more than one parcel.
Thank you for your understanding!
We will send an order confirmation to the email address you provided as soon as your order has been registered in our system. Make sure that this email has not ended up in your spam.
Please note that it may take up to an hour for this email to be sent when the transaction must be reviewed and approved by your payment provider. Once your order has been packaged and sent from our warehouse, you will also receive a delivery confirmation that shows your tracking number / package ID where you can see where your delivery is.
If you wish to cancel your order, contact our customer service department as soon as possible. Please give us a call for faster handling time. In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we can not guarantee that we can cancel your order.
Payment:
We accept a variety of payment methods, including major credit and debit cards (Visa, MasterCard), Klarna & Afterpay.
Yes, it is safe. We use industry-standard encryption technology to ensure that your personal and payment information is secure. Our payment gateway is PCI-compliant to provide the highest level of security.
Payments can be declined for various reasons, such as incorrect card details, insufficient funds, or issues with the card issuer. Please double-check your details and contact your bank if the problem persists.
Yes, a receipt will be emailed to you after your purchase is completed. You can also download and print an invoice from your account dashboard on our website.