Frequently Asked Questions

Everything below reflects the policies that actually apply to your order. If your question is not answered here, email contact@florvae.com and we will reply within one business day.

Ordering

Do I need an account to order?
No. You can check out as a guest. Creating an account simply lets you see your order history and track deliveries in one place.

What currency are prices in?
All prices are shown and charged in US dollars (USD). If your card is issued in another currency, your bank converts the amount at its own rate and may add a foreign transaction fee — that fee is charged by your bank, not by us.

What will appear on my bank statement?
Your statement will show a descriptor identifying Florvae. If you see a charge you do not recognise, email us before contacting your bank — we can identify the order immediately and resolve it faster than a dispute can.

Can I change or cancel my order?
Yes, as long as it has not been dispatched. Email us as soon as possible with your order number. Once a parcel has shipped we cannot recall it, but our 30-day guarantee still covers you.

Shipping

Where do you ship?
The United States, the United Kingdom, Canada and Australia.

How much is shipping?
Shipping is free on every order, with no minimum spend.

How long does delivery take?
Orders are processed and dispatched within 24 to 48 hours on business days. Most orders arrive within 7 to 10 business days after dispatch. These are estimates — carrier delays, customs and peak periods can make a delivery longer, and we will always tell you if we know your parcel is running late.

Will I pay customs duties or import taxes?
No. Any import duties and customs fees are covered by us. You will never be asked to pay extra on delivery.

How do I track my order?
We email you a tracking link as soon as your parcel ships. You can also use our Track Your Order page. If you have not received tracking within 3 business days of ordering, email us.

Where do orders ship from?
Orders may be fulfilled and dispatched by our international fulfilment partners, which is why delivery takes 7 to 10 business days rather than 2.

Returns and refunds

What is your returns policy?
A 30-day money-back guarantee. If you are not happy with your purchase within 30 days of delivery, you get a full refund — even if the product has been opened and used.

Do I have to send the product back?
No. We do not ask you to return it. Please keep it.

How do I request a refund?
Email contact@florvae.com with your order number. We confirm within one business day, and your refund is issued to your original payment method within 2 to 4 business days of approval. Depending on your bank, it can take a few more days to appear on your statement.

My order arrived damaged or incorrect.
Email us a photo and we will replace it or refund you — your choice. You do not need to return anything.

Does this affect my legal rights?
No. Our guarantee is in addition to your statutory rights. Customers in the UK and the EU also keep the statutory 14-day right to cancel a distance purchase; customers in Australia keep the consumer guarantees under the Australian Consumer Law.

Products

Are your products tested on animals?
We do not commission animal testing of our products.

Where can I find the full ingredient list?
The full ingredient list is printed on the product packaging and shown on the product page. If you have an allergy and want to check before ordering, email us and we will send you the complete list.

Can I use your products if I am pregnant, or have sensitive skin?
Our products are cosmetics, not medicines, and we cannot give medical advice. If you are pregnant, breastfeeding, have a skin condition or are under treatment, speak to a healthcare professional before using a new cosmetic. Please read our Cosmetic Disclaimer and patch-test before first use.

Privacy and security

Is my payment secure?
Yes. Payments are processed by third-party payment providers over an encrypted connection. We never see or store your full card number.

What do you do with my data?
Our Privacy Policy explains exactly what we collect and why. You can exercise your privacy rights, including opting out of the sale or sharing of personal information, on our Your Privacy Choices page.

Still need help?

Email contact@florvae.com — a real person replies within one business day, Monday to Friday.
Norvelle LLC, trading as Florvae · 30 N Gould St, Sheridan, WY 82801, United States