Frequently asked questions
ORDERS
How do I place an order?
How do I place an order?
Placing an order on Florence Lane is simple. Browse our collection, select your preferred size, color, or variation, and click Add to Cart. Once you are ready, proceed to checkout where you will enter your shipping and payment information to complete your purchase.
After placing your order, you will receive a confirmation email with your order details.
Can I change or cancel my order after placing it?
Can I change or cancel my order after placing it?
Orders begin processing shortly after they are placed. If you need to request a change or cancellation, please contact us within 12 hours of placing your order.
Once an order has been processed or shipped, it may no longer be modified or cancelled. However, you may still be able to return eligible items after delivery in accordance with our return policy.
I didn’t receive my order confirmation email. What should I do?
I didn’t receive my order confirmation email. What should I do?
First, check your spam or junk folder, as confirmation emails can sometimes be filtered there.
If you still cannot locate the email, contact our support team with your name and the email address used during checkout so we can verify your order.
Can I place an order without creating an account?
Can I place an order without creating an account?
Yes. You can complete your purchase using guest checkout without creating an account. Creating an account simply allows you to view order history and manage your details more easily.
Frequently asked questions
SHIPPING & DELIVERY
How long does shipping take?
How long does shipping take?
Orders are typically processed within 1–2 business days.
After dispatch, delivery usually takes 6–10 business days, depending on your location and carrier activity.
Estimated total delivery time is 7–12 business days.
How can I track my order?
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.
You can use this tracking number on our Order Tracking page to view the latest status of your shipment.
Please allow up to 24 hours for tracking updates to appear after dispatch.
Why hasn't my tracking information updated?
Why hasn't my tracking information updated?
Shipping carriers may take 24–48 hours to update tracking information after the package is dispatched. During busy periods, updates may take slightly longer.
If tracking has not updated for several days, please contact our support team for assistance.
What happens if I entered the wrong shipping address?
What happens if I entered the wrong shipping address?
Customers are responsible for providing accurate shipping details.
If you notice an error, contact us immediately (within 12 hours of ordering if possible).
If the parcel is returned due to incorrect address details, additional shipping charges may apply for reshipment.
What should I do if my package is marked delivered but I cannot find it?
What should I do if my package is marked delivered but I cannot find it?
If your package shows as delivered but cannot be located, please:
- Check with household members or neighbors
- Look around entrances, mailboxes, or safe delivery areas
- Contact your local delivery carrier
If you still cannot locate the package, contact us and we will assist you with the next steps.
Frequently asked questions
RETURNS & EXCHANGES
What is your return policy?
What is your return policy?
Florence Lane accepts returns of eligible items within 30 days of delivery.
Items must be unused, unworn, and returned in their original condition with tags and packaging where applicable.
Once your return is received and inspected, approved refunds are issued to the original payment method.
How do I start a return?
How do I start a return?
To request a return, please contact our support team at sales@florencelane.co and include:
- Your order number
- The item you would like to return
- The reason for the return
- Photos if the item arrived damaged or incorrect
Once your request is approved, we will provide instructions on how to return the item.
Do you offer exchanges?
Do you offer exchanges?
Yes. Exchanges are available for eligible items within 30 days of delivery, provided the item is unused and in original condition.
Exchanges are typically processed for the same item in a different size or color when available.
Are there items that cannot be returned?
Are there items that cannot be returned?
Some items may not be eligible for return due to hygiene or product nature.
These may include:
- Undergarments or intimate apparel
- Personal care or hygiene-sensitive products
- Final sale or clearance items
- Customized or personalized items
If an item is non-returnable, this will be indicated on the product page.
When will I receive my refund?
When will I receive my refund?
After we receive and inspect your return:
- You will receive an approval or denial email.
- Approved refunds are issued to the original payment method.
- Processing typically takes 3–10 business days (bank dependent).
Original shipping charges are non-refundable unless the return is due to our error.
Frequently asked questions
PRODUCTS & SIZING
How do I choose the correct size?
How do I choose the correct size?
Most product pages include size guidance or product details to help you select the correct size.
If you are unsure about sizing, we recommend reviewing the product description or contacting our support team before placing your order.
Will the colors of the products look exactly like the photos?
Will the colors of the products look exactly like the photos?
We aim to display products as accurately as possible. However, colors may appear slightly different depending on screen settings, lighting, and device displays.
Are your items true to size?
Are your items true to size?
Most Florence Lane items follow standard sizing. However, fit may vary slightly depending on the style and fabric of the garment.
Product pages may include fit notes when necessary.
Frequently asked questions
PAYMENTS & SECURITY
What payment methods do you accept?
What payment methods do you accept?
Florence Lane accepts several secure payment options, which may include:
- Visa
- Mastercar
- American Express
- Discover
- Apple Pay
- Google Pay
- Shop Pay
Available options will be displayed at checkout.
Is my payment information secure?
Is my payment information secure?
Yes. All transactions are processed through secure payment systems with encrypted checkout technology.
Florence Lane does not store full credit card numbers or CVV codes.
Why was my payment declined?
Why was my payment declined?
Payments may be declined for several reasons, including:
- Incorrect billing information
- Insufficient funds
- Bank security checks
- Card restrictions
If your payment is declined, we recommend contacting your bank or trying an alternative payment method.
Frequently asked questions
GENERAL QUESTIONS
How can I contact customer support?
How can I contact customer support?
Our support team is available to assist you with any questions.
Email: sales@florencelane.co
Phone: +1 307-310-3427
Support hours are typically Monday – Friday, 9 AM – 5 PM (Eastern Time).
How long does it take to receive a response?
How long does it take to receive a response?
We aim to respond to all inquiries within 24 business hours.
During high-volume periods, responses may take slightly longer.
Do you offer promotions or discounts?
Do you offer promotions or discounts?
Florence Lane may occasionally offer limited-time promotions or seasonal offers. To stay updated, you may subscribe to our newsletter or follow announcements on our website.
Where is Florence Lane based?
Where is Florence Lane based?
Florence Lane is operated by Ecomify Global LLC, based in the United States.
Company address:
8833 Monterey Hwy Ste J Unit #786
Gilroy, CA 95020
United States