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.
The wig looks great. The lace is truly 360. The hair is also very soft. Will update after installing.
I absolutely love my wig! This vendor never disappoints me, I've ordered numerous wigs. The hair is soft thick and gorgeous. Cathy has great communication at all times. Wig came Superfast ordered on Thursday received it on a Monday. I definitely will be ordering again from them as I have been all this time.
I am so loving these wigs, it is full and very soft and does not tangle. communication was very great. keep up the good work cathy. The wigs are same as advertised.
I just got the wig today and I love it! I got the 180% density and it is so full and true to length. I will post more pictures in a couple weeks but here are some after a quick install I haven’t adjusted anything or bleached the knots only down part was I wish I would have known that they take longer to ship the higher density wigs.
M really happy
Thank you for sending my order so quickly. You are the best!
I received the hair in literally 4 days. the store email and what's app me from the start to the end. great seller. the hair is as described. I bleach it as I receive it. will post pics when its installed
Ordered my hair on a Tuesday and got it the same week on Friday. This is the 2nd time I ordered from Cathy and I am so happy. Hair is exactly as described and she keeps me posted literally from the minute I order, through the shipping process, until delivery.. I ordered my hair in a bundle. I got bundle #3 so I got 2 wigs total for a reasonable price. I will continue to order from Cathy.
The product came very soft and I love the color. It is true to length and i will be buying again.
The hair is very nice and silky. I strongly recommend it . The communication with Cathy was awesome
Very nice high quality hair wig highly recommended
I love this wig it feels amazing so soft and full. very pleased with this purchase. Cathy was with me every step of the way very courteous. Can't wait to wear this wig. I'll add additional feedback after installation.