FAQ

WHAT CURRENCY ARE YOUR PRICES IN?

All prices are automatically shown in Australian AUD.  Please select your currency in the drop down menu.

 

WHAT’S THE STATUS OF MY ORDER?

Once you’ve received your shipping confirmation email you can click on the tracking number and see the status of your delivery. It may take up to 24 hours for tracking updates to appear. If you have any further questions regarding the status of your order please reach out to contact@florenceandalexander.com.au

 

REFUNDS & RETURNS POLICY

You must request and exchange or return within 7 days of receiving the item. Please send a photo of the return postage receipt as proof of shipping. The item/s must be in original condition, with the original packaging and with all tags still attached. Items returned without the tag attached in its original condition will not be accepted. Item/s must not have been worn, washed or altered in any way (we cannot accept garments that have makeup stains or garments that smell of perfume). The item/s must be returned to our warehouse before the exchange/refund is made. The cost of the original freight and the return postage will not be reimbursed or refunded. We are happy to replace, repair or refund due to a manufacturing fault but not normal ‘wear and tear’. Please follow the care instructions on your F&A garment to prolong the life of it. We are unable to refund initial shipping charges for goods returned other than for faulty items. We are also unable to refund return postage costs. Once the items have been received, you will either receive your new item (for exchanges), or a full refund (excluding original shipping cost). If a faulty item has been received, you must notify F&A immediately. F&A cannot be held liable for the loss of garments being returned.

 

WHAT TYPES OF PAYMENT DO YOU ACCEPT?

We accept all major credit cards via Square payment and Paypal.

 

SALE ITEMS

Please note we do not offer refunds on sale items, this includes flash sales where discount codes have been applied. We are happy to issue a store credit valid for 6 months or exchange within 7 days of purchase. During peak times, please allow up to 3 days for your order to be picked and packed.   

 

CANCELLATION BY US

At F&A, we will do our best to ensure your order is fulfilled. However, we reserve the right to cancel the order if we do not have sufficient stock. In the event of cancellation, we will contact you by e-mail within 24 hours of receiving your order. If we cannot fulfill the order, we will re-credit your account immediately. F&A will re-credit your account for the value of the goods and shipping only. F&A does not reimburse any bank charges you may have incurred in the transaction. Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately, we are unable to influence this.

 

CANCELLATION BY YOU

F&A aims to ship any orders received that same day (excluding weekends and public holidays). However, please allow up to 48 hours for processing time. If you contact us and the order has already shipped, we cannot cancel the order. However, if the order has not been shipped, F&A will happily cancel the order and refund you.

 

INSURANCE AND DELIVERY

F&A insures each purchase during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by F&A and transfer of responsibility in the same way. F&A cannot be held responsible for courier delays and circumstances out of our control. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. F&A is not responsible for any delays caused by destination customs clearance processes.

 

CUSTOMS TAXES AND DUTIES

All our products are shipped as DDU (Delivery Duty Unpaid). F&A is not responsible for any possible duties and taxes which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees, which may be imposed, will rest with the customer. Please contact your local customs offices if you would like to seek more information regarding taxes and duties.

 

PROMOTION CODES

Promotion codes are non-transferable and there is no cash alternative. Any refunds provided in relation to goods purchased using promotional codes will be equivalent to the discounted purchase price and not the normal retail price. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided. Only one promotional code per customer can be used.

 

FEEDBACK

We would love to hear from you. If you have questions, comments or suggestions, please send us an e-mail at contact@florenceandalexander.com.au

 

PRIVACY

Your privacy is of the upmost importance to F&A. We do not share or sell any information to third parties. All information collected by F&A is used solely for the purpose of processing your order.