FAQ
Frequently Asked Questions
florvilo is owned and operated by Quanzhou Feikua International Trade Co., Ltd.
Orders
How do I place an order?
Select the florvilo product you wish to purchase, choose any available options, and add the item to your cart.
When you are ready, proceed to checkout and follow the instructions to enter your delivery and payment information.
After your order has been placed successfully, an order confirmation will be sent to the email address provided during checkout.
I did not receive an order confirmation. What should I do?
Please check your spam, junk, or promotions folder first.
If you still cannot find the confirmation email, contact us at service@florvilo.com and include your full name, the email address used at checkout, and the approximate date of purchase.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at service@florvilo.com.
We will make reasonable efforts to assist before fulfillment begins. However, changes and cancellations cannot be guaranteed once an order has entered processing, packing, fulfillment, or shipment.
Can I change my shipping address?
Contact us immediately if you notice an error in your shipping address.
We cannot guarantee that an address can be changed after processing has begun. Customers are responsible for providing complete and accurate delivery information during checkout.
Products
Will the product appearance look exactly the same as it does online?
We make reasonable efforts to display product appearance accurately. However, colors and visual details may vary slightly depending on lighting, photography, screen settings, and the natural characteristics of the product.
Skincare products may also have subtle variations in texture, color, or finish. These variations do not necessarily indicate a product defect.
Where can I find product details and specifications?
Available product size, usage directions, package contents, and other specifications are listed on the relevant product page.
Please review this information carefully before placing your order. If you need additional details, contact us at service@florvilo.com.
How should I store and use my skincare products?
Storage and usage instructions may vary depending on the product type, texture, packaging, and formula.
Please follow the directions shown on the product page, packaging, or included documentation. Keep products closed when not in use and store them in a clean, dry place away from excessive heat and direct sunlight.
Are slight variations in texture or appearance normal?
Some products may show subtle differences in texture, color, finish, or consistency.
These variations may be related to the product format, storage conditions, or manufacturing process and do not necessarily mean that the product is defective. Always follow the individual product instructions before use.
Shipping and Delivery
How can I track my order?
When tracking information becomes available, a shipping confirmation email will be sent to the email address used during checkout.
Tracking activity may take time to appear after a shipping label has been created. Update frequency may also vary depending on the carrier and destination.
When will my order arrive?
Estimated delivery times vary depending on the destination, product availability, order processing, carrier operations, customs review, weather, holidays, and other circumstances outside our reasonable control.
Any delivery timeframe shown on our website or during checkout is an estimate and is not a guaranteed arrival date.
Please review our Shipping Policy for additional information.
Why was my order shipped in multiple packages?
Products from the same order may sometimes be packed or shipped separately.
If your order is divided into multiple shipments, the packages may arrive at different times and may have separate tracking numbers.
What should I do if tracking shows “delivered,” but I cannot find my package?
Please check:
- The delivery area around your property
- Your mailbox or parcel locker
- Your building reception or front desk
- Household members
- Nearby neighbors
- Any safe location used by the carrier
You may also wish to contact the carrier directly. If the package still cannot be located, email us at service@florvilo.com with your order number and tracking information.
Damaged or Incorrect Orders
What should I do if my order arrives damaged, leaking, defective, incorrect, or incomplete?
Please contact us promptly at service@florvilo.com.
Include:
- Your order number
- A description of the issue
- Clear photos or videos of the product
- Photos of the internal and external packaging
- A photo of the shipping label
For skincare products, please clearly photograph any leakage, broken packaging, damaged seals, missing items, or product differences.
Keep the product and all original packaging until our team has reviewed your request and provided further instructions.
Returns and Refunds
What is the return process?
Before returning any item, please review our Return Policy and contact us at service@florvilo.com for authorization and instructions.
Do not send a return without contacting us first. Returns sent without authorization, to an unapproved address, or without following the provided instructions may not be accepted.
When will I receive my refund?
Approved refunds are generally issued to the original payment method after the returned product has been received and inspected.
The time required for the refund to appear in your account may vary depending on your payment provider, card issuer, or financial institution.
Payments
Which payment methods do you accept?
The payment methods currently available will be displayed during checkout.
Available options may vary depending on your location, currency, device, and the payment services enabled at the time of purchase.
Is checkout secure?
Checkout is processed through the payment and ecommerce services enabled on our store. These providers use security measures intended to protect transaction information.
However, no online transmission or storage system can be guaranteed to be completely secure. Customers should use trusted devices, browsers, and networks when completing a purchase.
Contact Us
How can I contact florvilo?
For product questions, order assistance, shipping inquiries, returns, payments, or other customer-service matters, please contact:
Brand Name: florvilo
Company Name: Quanzhou Feikua International Trade Co., Ltd.
Registered Address: No. 80, Xin'an Community, Wulijie Town, Yongchun County, Quanzhou, Fujian, China
Email: service@florvilo.com
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.
When contacting us about an existing order, include your order number and the email address used during checkout.
We aim to respond to customer inquiries within 1–2 business days. Some matters may require additional review time.