FAQ Just for you!

 

Thank you for your order and supporting Florentina and her Creative Journey to bring people together through the arts. 

 

Delivery

When will I get my order?

 

Our merchandise is fulfilled through Print on Demand Printing Services and do not process until order is placed. Usually, it takes 3–7 business days to fulfill an order, after which it’sshipped out. The shipping time depends on your location, but can be estimated as follows:

  • USA: 3–4 business days

  • Europe: 6–8 business days

  • Australia: 2–14 business days

  • Japan: 4–8 business days

  • International: 10–20 business days

 

[Covid-19] When will I get my order?

 

Our fulfillment times [for all products/t-shirts/phone cases/etc.] may be longer than usualand may continue until things get back to normal. There may be delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

 

Where will my order ship from?

 

We work with a print on-demand order fulfillment company with facilities worldwide! Orders placed with a Continental USA address will be fulfilled in a facility located in the United States. 

 

Is the cost of shipping included?

 

No, shipping costs will be calculated at check out. We keep our prices on the low end to account for the shipping fees our customers will incur. 

 

Will I be charged customs for my order?

 

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

 

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

 

  • Check your shipping confirmation email for any mistakes in the delivery address

  • Ask your local post office if they have your package

  • Stop by your neighbors in case the courier left the package with them

 

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at shop@florentinasong.com with your order number.

 

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

 

Orders

 

How are your products made?

 

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

 

How do I track my order?

 

You’ll receive a tracking link via email when your order ships out. If you have any questionsabout your tracking or shipment, drop us a line at shop@florentinasong.com

 

I received a wrong/damaged product, what should I do?

 

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at shop@florentinasong.com within 5 business days with photos of the damaged product, your order number, and any other details you may have about your order.

We’ll get back to you with a resolution as soon as possible!

 

Can I exchange an item for a different size/color?

 

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product descriptionsection. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case,please let us know at shop@florentinasong.com within a week after receiving your order.Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

 

What’s your Return Policy?

·      Sorry, we do not refund orders for buyer’s remorse. Please LOVE it BEFORE ordering it. Your purchase is supporting an artist with special needs and our various programs to give back. 

·      Double check sizes in the provided size charts for each apparel item before placing your order. 

·      Before placing your order, please verify the shipping address and valid zip code are entered correctly. 

 

Do you offer refunds?

 

Refunds are only offered to customers that receive the wrong items shipped by the company ordamaged items. If any of these apply, please contact us at shop@florentinasong.com withphotos of wrong/damaged items and we’ll sort that out for you.

 

Any claims for misprinted/damaged/defective items must be submitted within 5 business days after the product has been received. For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

 

If you have an issue on the products or anything else on the order, please contact us first shop@florentinasong.com

 

To save time and expenses, the return address is set to our Print On Demand Facility “Printful”. When “Printful” receives a returned shipment, an automated email notification will be sent to us to follow up with you. 

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to the “Printful” Facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed - Shipments that go unclaimed are returned to our “Printful” facility and you will be liable for the cost of a reshipment to yourself. (if and as applicable).

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore Elijah and Jack and Printful reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.