SHIPPING & DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of florenceessien (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://florenceessien.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
I am very satisfied with the quality and when I wet them I love more
Love this hair! I died the roots black and then I ombré the hair. The hair is soft and lovey, and it still was soft after washing. I’ve had minimal shedding and that’s due to me bleaching the hair. Trim the ends. No complaints.
The hair came fast within a week. The hair feels soft. It has no smell. Can’t wait to install this hair!
very fine hair and the delivery was very fast,will add more review after i install the hair,thanks and lucy was very helpfull.
Very soft and good quality
Order made on 08/05 and received 13/05. I am very satisfied with the quality of the locks but also the speed of delivery. I intend to recommend a package because I would like my ponytail to be more provided. I recommend 100%.
Customer service = LUCY WANG was just amazing!! Thank you soo much Lucy for keeping me updated about the delivery status. I have ordered on Tuesday, 07.05.19 and received it this morning, 13.05.19. The hair is so far very, very soft and really, really realistic. I’m very excited to install it. I will send an update. So far I am overly satisfied
Fast shipping very nice texture hair of good quality I recommend
Hair is so soft and blends so well , looks like it’s really my hair!
They contacted me before the order, but the locks arrived a little weird, I do not think the Kinky effect will remain intact...
Very natural hair, beautiful rendering when it is well styling I recommend 100%, a box of false eyelashes offered with great!!
Love love love. I ordered 20 20 20 closure!! Will be ordering more in the future. & communication with the company was phenomenal & very fast shipping!
The hair is beautiful, looks very natural and blends well with my hair. Shipping went fast and the store was so nice. Will be ordering again.
Bought this hair for prom and it’s amazing. Straightens well and holds a really nice curl will be buying again.
Very good hair. Normal shedding for this texture just like our natural hair so nothing crazy. Doesn’t smell. Very soft. True lenghth. Very fast delivery and great customer service. Can’t wait ro install it.
Ordered 2 16” and I’m very happy about the purchase, I’m definitely buying more