Customer support hours
Monday-Friday* 9:00am-5:00pm PT excluding US national holidays.
Same day shipping
Orders placed by 9:00am PT (Mon-Fri, excluding US holidays) will usually ship same day. During periods of high demand, your order may take 2-8 business days to process.
Which countries do you ship to?
We currently ship to Australia, Brazil, Belgium, Canada, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong SAR, Hungary, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Mexico, Netherlands, Poland, Portugal, Slovakia, Slovenia, South Korea, Sweden, United Kingdom, United States.
My country isn't listed. Now what? - As we expand, we're regularly adding more countries. Send us a note at firstname.lastname@example.org and request your country.
We highly suggest adding shipping protection to your order for your safety as Florence by Mills is not responsible for any shipping deliveries that may be affected by customs, or not received once the package has exited the United States.
After your order has been shipped, delivery time within the United States is 2-8 business days, and 8-20 business days internationally. Please keep in mind that during holidays or limited edition launches and restocks, this time may vary.
What USA Shipping options do you offer to the USA?
Standard Ground (3-5 Business Days) | DHL $9.99 (FREE on orders $75 USD or more before tax)
2nd Day Air (2 Business Days) | FedEx $16.99
PO, APO, FPO boxes (5-8 Business Days) | DHL $12.99
Hawaii & Alaska Standard Ground (10-12 Business Days) | USPS $15.99
Hawaii & Alaska PO, FPO boxes (5-8 Business Days) | USPS $15.99
Puerto Rico Standard Ground (2-5 Business Days) | USPS $15.99
PO boxes are not eligible for free shipping.
What International Shipping options do you offer?
International shipping cost will be calculated based on your address at checkout. We ship using DHL Parcel International Direct and DHL International Standard to the international countries listed above. Shipments typically arrive between 8-20 business days. Proceed to checkout for more information.
How can I check the status of my order?
We’ll keep you updated via email, and we’ll send the tracking number as soon as your order ships so you can check the status and see when your order will arrive. We use multiple carriers to ship orders in the US and internationally; we will notify you with a tracking number once your order ships.
How do I track my order?
For online orders, an email will be sent with a shipping confirmation and tracking information. Still have a question? Email us at email@example.com.
Does Florence pay for international duties and taxes?
Yes, in some cases. Duties & Taxes will be paid on checkout for Australia, Canada, Mexico, and the United Kingdom.
Select countries will require duties & taxes to be paid upon delivery.
What happens if I order something and it is out of stock?
We will contact you and refund your card or account for the value of the item within 3-5 business days. You can expect to see the refund applied to your account with 10 business days from the time of refund, depending on your bank’s processing times.
I entered the wrong address. What do I do?
Contact firstname.lastname@example.org immediately. In some cases, we may be able to change the address for you if your order hasn't already been processed. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, your order will be refunded once we are notified that the order has been returned/received. Please note that shipping charges are non-refundable. Contact customer care for further assistance.
There is a problem with my shipment. What do I do?
We suggest adding shipping protection insurance to your order at time of checkout to ensure you receive a full refund if your shipment is help up with your carrier. Contact them directly as they may need specific direction on where to deliver your order. In some cases, the carrier will need to update your address which may result in an additional charge. Florence is not responsible for paying any additional charges caused by an address change. To avoid paying additional charges, ask the carrier to hold the shipment at the nearest location for you to pick up.
My order never arrived/lost or stolen shipments
We suggest adding shipping protection insurance to your order at time of checkout to ensure you receive a full refund if your order never arrives or/is lost/stolen. Please note Florence by Mills is not responsible for any shipping deliveries not received. Please contact email@example.com, and we will file a claim on your behalf. Kindly note this process may take 7-10 business days for domestic shipments and 30-45 business days for international shipments to investigate with the carrier.