Contact Us
We keep contact straightforward. No chatbots, no automated triage, no phone trees. If you have a question about a product, an order, or something that doesn’t fit into a neat category, email us and a real person will read it.
Email: Support@floraco.com
Response time: Within one business day, usually faster
Hours: We check messages 7 days a week, 8:00 AM – 8:00 PM CT
We don’t offer phone support. That keeps our response time short and ensures we have a written record of every conversation—so if you need to reference something from a previous email, we can pull it up without asking you to repeat yourself.
Before you email: If you’re asking about shipping times, returns, or order tracking, check the Shipping Policy, Return & Refund Policy, or use the Track Order page first. Those pages answer most common questions within a minute.
What to include in your email
To help us resolve your question quickly, please include:
- Order number (if your question is about a specific order)
- Product name or SKU (if you’re asking about a particular item)
- A clear description of what you need—whether it’s a replacement part, a return, a fit question, or a material specification
If you’re emailing about a damaged or incorrect item, attaching a photo helps us process the replacement without back-and-forth. We don’t require it, but it speeds things up.
Common reasons people email us
- Product questions: Dimensions, materials, care instructions, or colour matching
- Order changes: Updating shipping address, combining orders, or changing a colour before the order is packed
- Damaged or defective items: We replace these immediately—no return needed for the damaged piece
- Returns and exchanges: If you ordered the wrong size or just changed your mind, we’ll send you a return label
- Bulk or trade inquiries: Event planners, wedding coordinators, and retailers can email for pricing and samples
Our approach to email support
We don’t use canned responses. Every email gets read by a person who knows the product line—not a support team working off a script. We keep sample units in the office so we can physically check something if we need to.
We also keep a running log of every product issue reported. If a particular glass breaks frequently in transit, we redesign the packaging. If a linen colour fades more than expected, we switch suppliers. Those decisions come from your emails, not from internal forecasts.
Response expectations
We reply to most emails within 4–6 hours during business hours. Overnight messages get answered by the next morning. On weekends, we check messages intermittently—you’ll still hear back within 24 hours.
If you don’t receive a reply within 24 hours, check your spam folder. Occasionally our replies get filtered. You can also email us again with “Second attempt” in the subject line, and we’ll prioritise it.
Wholesale and trade inquiries
If you’re an event planner, wedding coordinator, or retailer interested in carrying our products, email us with “Trade Inquiry” in the subject line. We offer tiered pricing based on volume, sample sets for review, and dedicated support for project timelines. We don’t have a minimum order requirement for samples.
Press and media
We don’t do paid placements or sponsored content. If you’re a writer or editor and want to feature our products, we’re happy to send samples for review. Email with “Press” in the subject line and include your publication name and deadline.
One more thing: We don’t outsource support. Your email stays within our team. No third-party contractors, no AI-generated replies.
Support@floraco.com — that’s the only address you need.
