Customer Service

We keep customer service straightforward. No chatbots, no automated triage, no phone trees. If you have a question about a product, an order, or anything else, email us and a real person will read it and respond.

Frequently asked questions

How do I track my order?

You’ll receive a tracking number by email when your order ships. You can also track your order directly on our site using your order number and email address.

How long does shipping take?

Standard shipping takes 3–5 business days within the continental U.S. Expedited shipping is available at checkout for 1–2 business day delivery. International orders to Canada and the UK take 5–10 business days.

What is your return policy?

You have 30 days from delivery to return any item for a refund or exchange. Return shipping is covered by us for defects or damage; for change-of-mind returns, the customer pays return shipping. See our full Return & Refund Policy for details.

My order arrived damaged. What do I do?

Email us at Support@floraco.com with your order number and a photo of the damage. We’ll ship a replacement immediately at no cost. You don’t need to return the damaged item.

Can I change my shipping address after placing an order?

Yes—if the order hasn’t been packed yet. Email us immediately with your order number and the new address. Once packed, we cannot change the address.

Do you offer bulk or trade pricing?

Yes. Event planners, wedding coordinators, and retailers can email us with “Trade Inquiry” in the subject line for tiered pricing and sample requests.

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, and other payment options available at checkout through Shopify Payments.

Do you ship outside the United States?

We currently ship to Canada and the United Kingdom. International shipping rates are calculated at checkout. Import duties and customs fees are the responsibility of the recipient.

What to include in your email

To help us resolve your question as quickly as possible, 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

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 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.

Support@floraco.com — that’s the only address you need.