Frequently Asked Questions / FAQS

To order

Did my order arrive correctly?

As soon as you have placed an order, you will receive an order confirmation from us by e-mail at the e-mail address you provided. When your package has left our warehouse, you will receive a second email with the confirmation of shipment. You will then receive an e-mail with the track and trace code. With this code you can track your package until delivery.

I want to change/cancel my order, is this possible?

Once we have received your order, it is only possible to change or cancel it via the contact page. We will do our best to adjust the order at that time.

Is it possible to reserve items?

Unfortunately it is not possible to reserve items.

Can I change my address details after I have placed the order?

This is possible, this can be done via the contact form, unfortunately we cannot guarantee that your change has been implemented in our system in time.

My discount code does not work, what to do?

If you have a discount code that does not appear to work, please contact us. Then we will solve this for you. This can be done by telephone or via

Delivery & Delivery

What delivery options are there?

We currently offer one delivery option, namely PostNL.

Standard PostNL delivery:

If your order is placed before 12:00 on working days, your order will be handed over to PostNL the same day. If there are no delays at the delivery service, the package will be delivered within 1-2 working days.

Do I have to pay shipping costs?

You do not have to pay shipping costs with us. This saves you 5.25 on shipping costs.

What is the delivery time of Florèz?

We aim to deliver your order within 1 to 3 working days.

As soon as your package has been received by PostNL and has arrived at the sorting center, you will receive the track and trace code from us. With this code you can track your package until it is delivered to you.

My package has still not been delivered after 4 to 5 working days?

If your package has not been delivered after 4 to 5 working days, it is wise to contact us via the contact page. We will work with you to see where things go wrong. Together we will look for the fastest and best possible solution.

I have a complaint about my purchase, what should I do?

We would like to hear what your complaint is about the product, we would like to receive an order number with a clear photo (if necessary) via email to assess this. This can be sent to

I have not received all the products I ordered, what should I do?

If it turns out that your order is not complete, it is important that we know this as soon as possible. Then we can check in our warehouse whether this is correct and supplement it if necessary.

Exchange & return

How can I exchange or return my purchased products?

We have an exchange and return period of 14 days. The product must be returned undamaged. Read the enclosed return form carefully and follow the instructions. The return costs are for your own account.

I am returning (part of) my order. Do I have to register it?

To return your order, you can fill in the enclosed return form. You do not have to register your return online with us.

Can I return multiple orders at once?

Yes, it is possible to return multiple orders in one package. It is important that the return slips of all orders that you combine are included in the package.

Do I have a warranty on my product?

A legal guarantee applies to all products purchased through our webshop. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it.

Does your purchase show a complaint? Then we would like to receive an email, this can be sent to It is important to state the order number in this e-mail and add a photo on which the complaint is clearly visible.

I bought a product via postpay, how do I return?

If a payment method via post-payment has been chosen, we recommend that you indicate at the service itself (via the app) that you have returned the product so that you do not receive a reminder from them. The return costs are also for you by paying afterwards. Once the return has been processed, the invoice will also be adjusted.

Can I exchange my items?

If you would like to receive a different color, size or a completely different item, you can contact us via the contact page. This can be done both by telephone and by e-mail. We will then look at the possibilities with you.

Why do I pay return costs?

The return percentage in the fashion industry can often be as high as 40% or higher. Returning parcels has a major impact on the environment. We at Florèz would like to limit this impact as much as possible, together with you.

When will my return be processed?

We try to process your return within 5 to 10 working days after receipt at our warehouse. As soon as your return has been processed, you will receive a confirmation via email.

What should I do if my return has not been processed within 10 working days?

Was your package returned more than 10 working days ago, but have you not yet received a return confirmation? Then we would like to advise you to email us at We will respond within 1 business day and resolve this issue as soon as possible.

My Florez account

My Florèz account is not working, what should I do?

Please check your username and password, or request a new password. If this does not work, please contact us at .

How do I change my account details?

Your account details can be easily changed by logging in to your FLORÈZ account. Your name and address details can be changed via the 'address' heading. Your name and passwords can be changed via 'account details'.

How do I subscribe and unsubscribe to the Florèz newsletter?

You can sign up for our newsletter via the website. You can unsubscribe at the bottom of a received newsletter in your email.