FAQ
How can I reach Flonier’s customer service team?
- Our customer service team is available Monday to Friday (excluding holidays) from 9:00 AM – 6:00 PM (Eastern Time)
- You may reach us via email at support@flonier.com.
- You can also contact us through our Contact Form.
How fast can you answer my question?
We respond to all emails and messages in the order they are received, typically within 24 hours (Monday–Friday). Messages sent over the weekend will be answered on the next business day.
Can I change my shipping address after placing my order?
- We can only update your shipping address if your order has not yet been processed or shipped.
- Please contact us within 24 hours of placing your order at support@flonier.com.
- If your order has already shipped, you may use your 14-day return right in accordance with our Return & Refund Policy.
When will I receive my order?
Estimated delivery times:
- Order Cut-Off Time: 12:00 AM (Eastern Time)
- Processing Time: 1–2 business days (Monday–Friday)
- Transit Time: 5–7 business days (Monday–Friday)
- Total Estimated Delivery: 6–9 business days
Free shipping on all orders within Canada.
Which shipping companies do you use?
We partner with reliable carriers, including:
- Canada Post
- UPS
- FedEx
- DHL
How can I track my order?
Once your order ships, you will receive a tracking number via email. You can track your package on our Track My Order page.
Why is my tracking number not working?
Tracking numbers may take 24–48 hours to activate after shipment. If it is still not working after this time, please contact us at support@flonier.com.
Out of Stock Items
If an item becomes unavailable after purchase, we will notify you by email. If the item cannot be restocked within two weeks, a full refund will be issued automatically.
I received a damaged or incorrect item — what should I do?
If your order arrives damaged or incorrect, please contact us immediately at support@flonier.com. We will provide a prepaid return label (if applicable) and arrange a replacement or refund.
How do I return an item?
Step 1 – Contact Us:
Email support@flonier.com with your order number and reason for return.
Step 2 – Receive Instructions:
We will review your request and provide return instructions within 24 hours.
Step 3 – Pack & Ship:
Securely pack the item (including all original accessories and packaging) and ship it according to the provided instructions.
Who pays for return shipping?
Defective or Incorrect Items:
Return shipping is covered by Flonier.
Change of Mind / Customer Remorse:
The customer is responsible for return shipping costs. Shipping fees are non-refundable.
How long is the return period?
You have 14 days from the date of delivery to request a return.
What condition must items be in?
Return Window:
You have 14 days from the day you receive your order to initiate a return.
Condition:
Items must be returned in original condition.
Products may be tried on as you would in a retail store, but they must not be worn beyond fitting purposes. Items must not show signs of washing, damage, stains, makeup marks, perfume, deodorant marks, pet hair, or strong odors.
All original tags and packaging must be included.
We reserve the right to refuse returns that do not meet the these conditions.
Eligible Returns:
We accept returns for both defective and non-defective items within the return window.
Easy Returns:
Returning items to us is simple, and our customer support team will assist you throughout the process.
Territorial Scope:
This return and refund policy applies to purchases made in the Canada.
Valid reasons for return
- Size issue
- Fit issue
- Incorrect item received
- Damaged item
Do you charge a restocking fee?
No, Flonier does not charge any restocking fees.
When will I receive my refund?
Inspection:
Returned items will be inspected once received to confirm they meet our return requirements.
Refund Processing:
If the return is approved, the refund will be issued to the original payment method. Please allow up to 10 business days for the refund to appear in your account, depending on your payment provider or bank.
What if my refund is delayed?
If you have not received your refund within 10 business days after approval, please contact us at support@flonier.com.
Business & Contact Information
Store Name: Flonier
Company Name: Fashion Accessories Limited
Company Number: 14820596
Registered Address:
4 Warren Street
Salford, England M7 4QN
United Kingdom
Email: support@flonier.com
Customer Service:
Monday - Friday: 9:00 AM – 6:00 PM (Eastern Time)
We will respond to your email within 24 hours (Mon–Fri). Weekend messages will be answered on Monday.