Terms of service

Terms of Service – Florencia

1. Introduction

Welcome to Florencia

These Terms of Service set out the conditions that apply when you visit our website, browse our products, place an order, contact our customer care team, or use any services made available through our online store.

By using this website or purchasing a product from Florencia, you agree to these Terms, together with the policies referenced on our website, including our Privacy Policy, Shipping Policy, and Return & Exchange Policy.

Please read these Terms carefully. If you do not agree with them, you should not continue using the website or place an order.

Our online store is powered by Shopify Inc., which provides the e-commerce platform used to display and sell our products online.

2. Seller Information and Customer Support

Florencia is the trading name used for this online store.

Products purchased through this website are sold by:

Youxi Pufeikete Guoj Maoyi Youxiangongsi
R m 808 Block A Zhongguanxilu 1277#,
Zhenhaiqu Ningbo, 315201,
China

Florencia operates as an online-only store. We do not operate a physical retail location, public office, or walk-in return counter.

For questions about an order, delivery, payment, product, return, exchange, or complaint, please contact our customer care team at:

Email: support@florencia-melbourne.com

We aim to reply to customer messages within 24 hours on business days.

3. Payment Collection

Payments for orders placed on this website may be collected on behalf of the seller by:

CommercewaveLimited
UNIT 2A, 17/F GLENEALY TOWER, NO.1 GLENEALY CENTRAL,
HK

Commercewave Limited may appear on your bank statement, card statement, or payment confirmation as the payment collector.

Commercewave Limited collects payments on behalf of the seller. Commercewave Limited is not the seller of the products and is not responsible for the sale, fulfilment, delivery, returns, refunds, or customer support related to your order.

Payment options available to you will be shown during checkout. Payment data is handled by secure third-party payment providers. We do not store full card details on our own systems.

4. Use of the Website

By using this website, you confirm that you are legally permitted to use online shopping services in your country of residence, or that you have permission from a parent or legal guardian where required.

You agree not to use the website, our products, or our services for any unlawful, fraudulent, abusive, or unauthorised purpose.

You must not:

violate any law, regulation, or third-party rights;
interfere with the security or operation of the website;
upload or transmit viruses, malware, or harmful code;
collect data from the website in an unauthorised way;
use the website for spam, phishing, scraping, or similar activities.

If these Terms are breached, we may restrict access to the website, refuse service, or cancel orders where legally permitted.

5. Placing an Order

Orders can be placed directly through the Florencia website.

To complete an order, you must select the product, choose any available variant, provide accurate contact and delivery details, and complete payment using one of the available payment methods.

After placing an order, you will receive an order confirmation by email. This confirmation does not prevent us from cancelling or refusing an order where there is a valid reason to do so.

We may refuse, cancel, or limit an order if, for example:

the product is unavailable;
the information provided is incomplete or incorrect;
there is an obvious pricing, stock, or product description error;
payment is not completed or is later reversed;
the order appears fraudulent, abusive, or in breach of these Terms.

If an order has already been paid and is cancelled by us, we will refund the amount paid using the original payment method, unless another method is agreed.

6. Product Information, Prices and Availability

We try to ensure that product descriptions, images, sizing information, colours, and prices are presented accurately.

However, small differences may occur, especially with colours, as display settings can vary between devices.

Products may be changed, updated, discontinued, or offered in limited quantities at any time.

Prices may be updated without prior notice. Any price change will not affect an order that has already been confirmed, unless there is an obvious error.

The currency and total amount payable will be shown during checkout. Any currency conversion fees, bank charges, or payment provider fees are determined by your own bank or payment provider and are outside our control.

7. Delivery and Fulfilment

Orders are generally processed within 1–2 business days after payment has been confirmed.

Delivery times are estimates only and may vary depending on product availability, your delivery address, carrier performance, customs processing, public holidays, weather conditions, or other external factors.

Unless expressly stated otherwise, delivery estimates are not guaranteed delivery dates.

Orders may be shipped from different fulfilment locations depending on stock availability and destination. Some products may be fulfilled by international logistics partners.

For more information about shipping times and delivery, please review our Shipping Policy.

8. Cancellations

You may request cancellation within 24 hours of placing your order, provided the order has not yet been processed, packed, or shipped.

To request cancellation, email us as soon as possible at:

support@florencia-melbourne.com

Please include your order number so we can locate your order quickly.

If your order has already been processed or dispatched, cancellation may no longer be possible. You may still request a return after receiving the product, in accordance with our Return & Exchange Policy.

9. Returns, Exchanges and Refunds

Returns, exchanges, and refunds are handled under our Return & Exchange Policy.

Before sending any product back, you must contact our customer care team and wait for return instructions. Products sent back without prior approval may not be accepted.

If your return request is approved, we will send you the exact return address by email.

Our return warehouse is located in China. For change-of-mind returns, the customer is responsible for the cost of return shipping to China.

International return shipping can be more expensive than domestic shipping. We recommend checking the cost with your local postal service or courier before sending your return.

Returned products should be unused, unworn, unwashed, in their original condition, and include tags and original packaging where applicable.

These Terms do not limit any mandatory consumer rights that may apply in your country of residence.

10. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, contact us within 24 hours of delivery.

Please include your order number, a description of the issue, and clear photos or videos of the item and packaging.

Our team will review the information and provide an appropriate solution, which may include a replacement, reshipment, refund, or another suitable remedy.

Please do not send the item back before receiving instructions from us.

11. Third-Party Services and Links

Our website may include links, tools, apps, or services provided by third parties.

We do not control third-party websites or services and are not responsible for their content, policies, products, services, or actions.

Using third-party websites or services is at your own risk and may be subject to the terms and policies of those third parties.

12. Intellectual Property

All content on the Florencia Melbourne's website, including text, images, product photos, graphics, logos, layout, videos, and other materials, belongs to Florencia, the seller, or the relevant rights holders, unless stated otherwise.

You may not copy, reproduce, distribute, modify, publish, or use website content for commercial purposes without prior written permission.

13. Privacy and Cookies

Personal information is handled in accordance with our Privacy Policy.

We may use cookies and similar technologies to improve website functionality, analyse website traffic, remember preferences, and support marketing activities.

Please review our Privacy Policy for more details about how personal data and cookies are used.

14. Errors, Availability and Website Changes

We make reasonable efforts to keep the website accurate, secure, and available.

However, the website may occasionally contain errors, inaccuracies, or omissions relating to product information, pricing, promotions, availability, delivery times, or other details.

We may correct errors, update information, refuse orders, or cancel orders where website information was clearly incorrect, subject to applicable law.

We do not guarantee that the website will always be uninterrupted, error-free, or available at all times.

15. Limitation of Liability

To the fullest extent permitted by applicable law, Florencia, its service providers, partners, and representatives will not be liable for indirect, incidental, special, or consequential damages arising from the use of this website or products purchased through it.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, nor does it limit mandatory consumer rights that may apply in your country of residence.

16. Updates to These Terms

We may update or replace these Terms from time to time by publishing the updated version on this page.

The version available on the website is the current version.

If you continue to use the website after changes have been published, this means you accept the updated Terms.

17. Governing Law

These Terms and the sales agreements concluded through this website are governed by the laws of the People’s Republic of China, as the seller is established in China.

For payment collection purposes only, payments may be collected by Commercewave Limited in Hong Kong on behalf of the seller. This does not make Commercewave Limited the seller of the products.

Nothing in these Terms excludes, restricts, or modifies any mandatory rights or remedies that may apply under consumer protection laws in your country of residence.

18. Contact

For questions about these Terms, an order, delivery, payment, return, exchange, or complaint, please contact us at: