FREQUENTLY ASKED QUESTIONS

Please note information below is valid only for orders placed via aflorence.co.uk.

For orders placed via wholesale partners refer directly to them as policies may vary.

 

 

Do you use plastic for your shipping and wrapping?

We only use a biodegradable sugar cane derived bubble wrap for your orders. The green coloured bubble wrap you unpack your product from is a completely eco-friendly product.

 

I’ve added the wrong delivery address, how do I change it?

To edit your details, please contact us at office@aflorence.co.uk within one hour of placing your order. We are unable to make further updates once your order has been processed. Unfortunately, once your order has been shipped, we cannot redirect or cancel. Once the order has been returned back to our studio we would process your refund within 48 hours. Please note it may take a week for your order to come back. Shipping cost (if paid) is non refundable under the circumstances.

How fast do you process orders?

Non-sales items typically ship from London within three days of purchase. Please allow 5 working days for deliveries in the UK, and up to 20 business days for all international orders (post shipping notification).  Sales items may take up to two weeks to process and ship due to the high number of orders placed within a short period. A shipping notification with a tracking number is always sent as soon as the parcel has been shipped.

I’d like to make some changes to my order – is it too late?

We’re unable to make amends to your order once it’s been processed. If you would like to cancel your order, please contact us via office@aflorence.co.uk within one hour of placing it. If your order has already been shipped, unfortunately we're unable to cancel it.

Do you offer samples?

Currently we offer two free samples with orders 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.

How can I track my order?

Once your order has been dispatched, you'll be sent a confirmation email with your tracking number. If for any reason you didn’t receive your tracking number, please contact at office@aflorence.co,uk and we will further assist.

My order has arrived and it’s not what I ordered – what should I do?

In the unlikely situation that our dispatch team get your order wrong, please contact us via office@aflorence.co.uk and we will further assist.

Do you accept returns?

We do not accept returns on International orders due to additional customs fees and duties. Once an International order has been placed with us it can be cancelled within an hour only by email to office@aflorence.co.uk. Unopened UK orders can be returned within 14 days of delivery. Simply email office@aflorence.london within 14 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.

We cannot accept returns of used products, however if you believe your product is faulty, please contact us and we will look into this for you. If you are unhappy with your purchase we can offer 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. We can only offer a refund if goods are returned to us in good condition. Shipping cost for all returns are entirely clients responsibility. If your product has been damaged in transit you must claim your costs from your courier.

I have had a reaction to my A.Florence product, can I get a refund?

Everyone's skin is different so reactions may vary. Responsibility is on the customer to check ingredients for potential allergies prior to purchase. We are unable to accept returns or process refunds due to skin conditions or unexpected allergic reactions. Please be sure to always read the full ingredients list, suitability information and directions of use on the product description before placing your order, responsibility is with the customer to check for potential reactions.

Are all of your products vegan and cruelty-free?

They are indeed! All of our skincare products are 100% vegan and are currently being certified with The Vegan Society and the Leaping bunny Approved.

Are your products made in the UK?

All of our products are developed in our London lab by our founder cosmetic chemist Tina Sanders and our RD Team. Once our formulations have been tried, tested…tried again and tested some more, they are manufactured right here in the UK.

Do your products have an expiry date?

Currently all products have between 6 and 9 month  shelf life after purchasing from our London studio or partners. 

 

From February 1st 2022 we are introducing airless packaging for most water-based products which will extend the minimum durability to 18 months, meaning that you will have 1.5 year to own an A.Florence product. However, once opened you must use within 6 months.

My products arrived damaged. What shall I do?

If you receive damaged order please report within 48 hours of delivery to office@aflorence.co.uk and we will be happy to send you a replacement.

I have received A.Florence products as a gift. Could I return for a refund?

Sadly unused product received as a gift can be returned only for an exchange.

Please email office@aflorence.co.uk for assistance.