S H I P P I NG T E R M S
Non-sales items typically ship from London within three days of purchase. Please allow 5 working days for deliveries in the UK, 20 for all international orders. (post shipping notification).
During SALES it takes us up to 10 working days to process all orders. A shipping notification will be sent to the email address provided at the time of purchase.
(PLEASE NOTE: if your country holds your parcel at customs for a duty payment, it may take a little longer which is out of our control).
We ship with Hermes and DHL Express couriers to all UK destinations at a flat fee of £4 (Hermes) and £6.50 (DHL). Free Hermes with orders over £50.
We ship with DHL Express and Hermes Couriers to most EU destinations with varied rates. Free Hermes with orders over £100.
Shipping to most destinations outside the EU are shipped with DHL express and is free with orders over £150 or £200.
NOTE: If you have provided the wrong address and your parcel has gone missing as a result we won't be able to resend your products. Unfortunately this happens too often due to reasons we cannot control or are responsible for. However, if a parcel is lost due to our fault or royal mail's then we always send a replacement.
Some purchases outside the EU may be subject to additional custom fees and charges, which A.Florence is not responsible for. A.Florence is also not responsible for any delays incurred due to international customs issues, nor unclaimed parcels.
R E T U R N S & R E F U N D S
At A. Florence we would like you to enjoy every aspect of your experience with us. If you are unhappy with your purchase we can offer you an exchange for a product that would suit you best or a stress free refund once you have returned your unused product back to us.
Simply email within14 days of delivery, providing proof of purchase and we will help you with the process. We strive to respond within 48 hours. Please note we are closed on weekends and UK bank holidays.
T & C
*All return requests must be emailed to within two weeks of delivery, providing proof of purchase and we will help you with the process. Once your return request has been validated you will have 14 days to send the product back, otherwise your return will no longer be valid.
* All returns are refunded minus a 10% processing fee that goes to paypal or stripe.
* Damaged items in transit to you are eligible for a full refund, if reported to within 48 hours of delivery.
* Product received as a gift can be returned only for an exchange.
* Shipping charges are non-refundable unless parcels are lost or damaged on route to you.
* Exchanges and refunds are possible once you have made a return.
+ No refunds will be issued due to customs delays, holds, or duty fees beyond our control, nor for unclaimed packages. If you miss your two delivery attempts and your products are returned to us unfortunately we won't be able to ship again until you have paid a new shipping fee.
+ Parcels must be securely wrapped & returned by a tracked delivery to:
A.Florence Skincare, 44 Norland square, London, W11 4PZ, UK.
Return shipping cost must be paid by the client. Once the return has been processed you will get an email confirmation. It may take up to five working days for your return payment to appear on your card statement.
* Please note that we can only offer a refund if goods are returned to us in good condition. If your product has been damaged in transit you must claim a reimbursement from your courier.
S A M P L E S
Currently we offer two free samples with each order made on Aflorence.co.uk. Leave your sample request in the NOTES section at checkout and we will try our best to get them for you. Unfortunately we cannot process sample requests by email or Instagram
*A. Florence reserves the right to change all the above T&C without a prior notice. (updated on 24 August 2020)