CAN I ORDER BY PHONE?
Simply call our Customer Service Team on +852 2544 6006 who will gladly provide you with assistance, product advice and other information.
CUSTOMER SERVICE OPENING HOURS
The Customer Service team is available to assist you via telephone and email from Monday to Friday, between 9am and 6pm HK time and Saturday between 9am and 1pm HK time (GMT+8).
WHICH CREDIT CARDS DO YOU ACCEPT?
We currently accept VISA, Mastercard & PayPal.
We offer delivery of all products from our website to international destinations. We currently ship to most countries around the world, however at present, we do not offer delivery to Mongolia, South Sudan & Western Sahara.
Delivery cost is calculated at checkout and will be based on weight of shipment and destination.
For deliveries within Hong Kong, Macau, China & Taiwan, we use SF Express to deliver your shipments via standard express with tracking. A signature will be required upon receiving the shipment.
For delivery to the rest of the world, we use Hong Kong Post to deliver your shipments via international standard registered mail with tracking. A signature will be required upon receiving the shipment.
Orders normally require 1-3 days for processing. After which you will receive an email from us to let you know that your order is on its way to you.
Orders placed on Saturdays, Sundays or any public holidays will be processed the following work day.
Please allow 1-2 working days for deliveries within Hong Kong.
For deliveries to Macau, China & Taiwan please allow up to 3 working days for delivery.
For deliveries to the rest of the world, please allow up to 14 working days for delivery.
HOW DO I TRACK MY ORDER?
Once an order has been dispatched, you will receive an email confirming that your order is on its way and a unique tracking number to let you track your items. Use this number to follow the delivery status of your order by clicking the tracking link in the email.
ITEMS PURCHASED ONLINE
You may return items bought at Florte.com in their original, unused and saleable condition for a refund or exchange within 14 working days from receipt. You are not required to give us any reason for doing so, however proof of purchase (order number) is required. This excludes used or damaged items (after purchase and not in transit of delivery) which cannot be returned or exchanged.
You will be required to organise and pay for the return of the items to us. Before doing so, please contact us for a return reference. Return address is: Unit D, 1/F Summit Industrial Building, 9 Sun Yip Street, Chai Wan, Hong Kong.
If there is a fault with your product, please return it to us for investigation at the above address or bring it into store. Please retain proof of purchase and postage so that we can refund you. If the product is deemed faulty, to be decided in the sole discretion of the Company, we will replace the product for you or if you prefer, will refund you the cost of the product plus standard shipping cost, but not the price of any other delivery option chosen by you.
If the items you receive do not match what you ordered, or something has been delivered to you that you did not order, please notify us immediately by contacting Customer Services within 14 days of receipt so that we may check your order. We will then arrange to collect any incorrect items from you and/or organise for any previously missing or replacement items to be sent to you free of charge.
GOODS DAMAGED IN TRANSIT
If your item has been damaged in transit, please contact us immediately and provide photographic evidence via email or post within 14 days of receipt. If on receipt we conclude that the damage was caused in transit, we will replace the item for you.
RETURNING AN ITEM
If you are returning an item to us, please ensure that you include the Dispatch Note in your parcel, pack the items in their original packaging where possible, and write your order number on the address label of your package. We cannot accept liability for returned goods lost in transit.
If a refund is actioned by us, subject to these conditions, your payment for the goods will be refunded as soon as possible by the original payment method, no later than 14 working days after we have received the goods.
If an exchange has been arranged, this will be processed for dispatch within 7 working days of us receiving your returned goods, and will be delivered via standard delivery. Please note delivery times may vary depending on shipping destination and during busy holiday seasons.
HOW DO I FIND OUT WHEN NEW PRODUCTS ARE BEING LAUNCHED?
To receive exclusive news and product previews from the Florté team, please stay in touch by signing up to our newsletter at the bottom of this page or any other page on this website.