Help Center

Due to the global pandemic. All online retailers have been hit hard by shipping delays. Since the pandemic 100% of orders have been delivered inside 65 days if not before.

Due to covid-19 currently globally 85% of aircraft are grounded this is the biggest reason for the delay. Furtherly carriers and couriers are prioritised first towards delivering medical equipment and aid to those first who need it respectfully.

NO! Your order is not lost. Since the pandemic 100% of orders have been delivered inside 65 days. Although the tracking has not updated. Please rest assured your order is on its way and will be delivered succesfully.

As the order has been shipped we unable to cancel an order. If for any reason the order has not been delivered within 65 days please contact us at hey@floucia But only if your order has not arrived inside 65 days.

If for any reason the order has not arrived inside 65 days we ask you to email us hey@floucia. Only if your order has not arrived inside 65 days.

Paypal and Bank disputes - Due to the pandemic Paypal and bank disputes has been updated and will not process refunds unless the order delivery time has exceeded 65 days. Furtherly current processing times for Paypal disputes during covid-19 are 90 days. And bank disputes are up to 120 days.

We would advise you to contact us after 65 days if for any reason the order has not arrived rather than seek other action as there is no guarantee and we can process immediately if that is the case.

Route Insurance have been updated about the situation. Route insurance covers lost or damaged items or package theft.

Route insurance covers up to 30 days. If you are unwilling to wait until 65 days you can file a claim through route. However route insurance is a seperate entity to Floucia and will analyse on a case by case basis.

We offer free standard worldwide shipping

All orders are processed within 24-48 hours and shipped Monday to Friday.

USA: 10-18 business days
UK: 5-18 business days
Australia: 10-18 business days
Canada: 11-22 business days
South Africa: 38-57 business days
Rest of World: 18-57 business days

 There can be the occasional customs or courier delay which may affect your delivery time frame from time to time. Orders are dispatched from our warehouse in China, and are usually delivered within these working time frames.

Floucia offers Free Standard 'Green' shipping. Meaning we cover the courier cost so you don't have to!

Are you aware of the impact that the 'express shipping' culture is having on the environment? That is why we offer free standard shipping, also known as 'Green' or 'Sustainable' shipping.

We know you are excited to receive your Floucia purchase, and we think it's important to be able to offer you affordable products and free shipping. We also think its important to reduce our carbon footprint where we can. While standard shipping takes a little longer than express or next day shipping, it is an important step to reducing our carbon footprint and the impact on climate change.

For more information on the environmental cost of express shipping please see this article: http://www.climateaction.org/news/what-is-the-environmental-cost-of-express-shipping-deliveries

Yes, you will receive a shipping confirmation 24-48 after your order is processed. It will have your tracking number and a tracking link.

Please be sure to track your order. For newly shipped orders please allow 5 business days for your tracking number to activate and update.

 Please note: We cannot send to PO BOXES, please ensure a street address is supplied.

 If you do not receive one after 5 days or have any further questions, please email hey@floucia.com

If your order has not been processed you may change your order by contacting our customer service team at hey@floucia.com.

Order change confirmation is upon email receipt confirmation.

Unfortunately, if your order has been processed we are unable to make changes as it is on its way to you.

All sales are final. Once an order has been processed we cannot change or cancel it as it is on its way to you.

You are responsible for entering the correct delivery details. If you have entered the wrong address please contact hey@floucia.com with the correct details immediately.

Unfortunately, if your order has been processed and shipped we are unable to change the address because it is on its way to you. In this case we advise you to contact your local delivery service to redirect your mail or to collect your parcel.

In this case, we are not responsible to refund or resend the order.

Please be aware that it is your responsibility to track your order. It is your responsibility to pick up your order from your local courier in time before it is returned to sender, in the case it cannot be delivered.

Please be aware that we do NOT process refunds in the case of your order being returned to sender. However, we will happily re-send your order, no more then one additional time.

If you have purchased Route Insurance and need to make a claim click HERE.

Please be aware that this is a local delivery service issue.

If your tracking details have been marked as delivered, but you have not received your items we advise you to contact you local delivery service with your tracking details and shipping information and make a claim and file a report. It is the customers responsibility to contact the local delivery service. We cannot do this on your behalf.

We do not process refunds for orders marked as delivered.
Please note signatures are not required on receipt of our items.

If you have purchased Route Insurance and need to make a claim click HERE.
Please note: By deselecting Route Insurance you accept responsibility for any packages or deliveries that are damaged, lost or stolen. In this case Floucia is not responsible to issue a refund or replacement order.

Please be aware that this is a local delivery service issue.
If your tracking details have been marked as delivered, but you have not received your items we advise you to contact you local delivery service with your tracking details and shipping information and make a claim and file a report. It is the customers responsibility to contact the local delivery service. We cannot do this on your behalf.

We do not process refunds for orders marked as delivered. Please note signatures are not required on receipt of our items.

If you have purchased Route Insurance and need to make a claim click HERE.
Please note: By deselecting Route Insurance you accept responsibility for any packages or deliveries that are damaged, lost or stolen. In this case Floucia is not responsible to issue a refund or replacement order.

Please note this is a local delivery service issue.

If your tracking states 'Failed Delivery Attempt' it means the local delivery service were unable to delivery your parcel, and it is waiting collection. If this occurs it is your responsibility to contact your local delivery service immediately to collect your parcel in a timely manner. We do not process refunds, cancellations or returns for failure to collect your parcel.

If you have purchased Route Insurance and need to make a claim click HERE.

Please note: By deselecting Route Insurance you accept responsibility for any packages or deliveries that are damaged, lost or stolen. In this case Floucia is not responsible to issue a refund or replacement order.

If your order tracking states 'Awaiting Collection', it means you are required to collect your parcel from the local delivery service. In this case it is your responsibility to collect your parcel in a timely manner.
 
We do not process cancellations, returns or refunds for this reason.

Floucia does not cover duties, customs or taxes. It is your responsibility to pay these.

To find out more about duties, customs and taxes please visit your local customs website.

We do not process cancellations, refunds or returns in this case, or for orders returned to sender due to unpaid taxes, duties or customs.

We apologise for the confusion!

If you have received the wrong items please contact our customer service team at hey@floucia.com with an image of your entire order and its original packaging.

Whilst we hope this never happens, if you do receive damaged or faulty item we will happily replace it within 7 days of delivery. 

Please contact us immediately and a send an image the faulty with its original packaging, unworn and within 7 days of delivery to hey@floucia.com. 

An item is not deemed faulty if damaged while wearing item.

Please note: All sales are final. Unfortunately, we do not process returns for change of mind.

Please see the individual product page for the specific product material.  

Lenses:

• UV400 100% protection

• Polycarbonate
• Acetate

Floucia sunglasses are delivered with our Floucia case and cloth. Please use these to keep your glasses safe and clean.

All sales are final.

We do not process exchanges, returns or refunds on any Floucia Items purchased due to change of mind.

We do not refund shipping costs.

Whilst we hope this never happens, if you do receive damaged or faulty item we will happily replace it within 7 days of delivery.  

Please contact us immediately and a send an image of the faulty item with its original packaging, unworn, within 7 days of delivery to hey@floucia.com. 

An item is not deemed faulty if damaged while wearing item.

Please note: All sales are final. Unfortunately, once an order is processed we are unable to cancel an order.

We accept all major credit and debit cards. We also accept orders through Paypal and Apple pay. We do not accept cheques or wire transfers. In the case that a refund is issued please allow 5-10 business days for the amount to appear in your account.

You can use your discount code at the check out page.

Only one discount code can be used per order.

We are unable to offer price adjustments on orders already made. We cannot apply discount codes to orders after they have been placed.