FAQs
About Coupon Codes
1. How do I use a coupon code?
Please add your code at the checkout where you’ll see the ‘discount’ box. Type your code here, click ‘apply’ and, if it’s valid, your discount will be applied.
Heads up: one code per order
2. Promotions and discounts
We often have some great promotions running on our website. Just remember, you need to enter the discount/promo code when you are checking out as it can't be applied later.
3. What should I do if I forgot to use my coupon code?
Unfortunately, we are unable to manually enter discounts after the order has been completed.
About Orders
1. Do I have to order online?
Yes, as we are an online retailer you can only order online. This is the best way to pay. It is fast, safe and secure.
2. How can I pay for my order?
You can pay for your order via Paypal.
3. Is it safe to order online?
You can be assured that shopping with flornana is safe! We are a member of "Verified by Visa" and "Secure by Mastercard", providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit/debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.
4. How do I know if my order was received?
Once you've placed your order, we will e-mail you the order confirmation to you, but it could take up to 30 minutes to arrive in your inbox! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you. If an email does not appear to be received, please check your spam folder. Please ensure you leave correct email box so that we could contact you.
5. Can I make changes to my order?
Please contact us via e-mail(service@sunnylula.com) if you want to do changes to your order, if order is still under processing, then the customer service will help you, but if order was shipped out already, sorry, no changes any more.
6. Can I track my order?
Once the tracking number is available, we will email you. Or you can track it online by accessing the website of the relevant delivery company. Please ensure you leave correct email box so that we could contact you.
7. Can I cancel my order?
Please contact us via e-mail (service@sunnylula.com), if the order is unshipped, then the customer service will help you, if shipped out, then sorry.
8. What should I do if I receive an incorrect or faulty item?
We're sorry to hear that you've received an incorrect or faulty item. Please send us an e-mail (service@sunnylula.com)with your order number, the name/product code and the picture of the item you received and further details of the problem within 30 days of receiving your order.
About Delivery
1. Where do you deliver to?
Shipping worldwide.
2. Do you delivery to p o box or BFPO addresses?
Yes, but make sure that your order is under USD50 and do not choose expedited shipping.
3. Will I be charged customs and import duties?
Depending on the value of your order, your flornana parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs. But flornana often do low value declaration to avoid the customs.
Unfortunately, these charges are out of flornana’s hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
4. How long will delivery take?
Receiving time = Processing time +Shipping time.
1) Processing time:4-10 Business Days
2) Shipping Time:
Flat Rate Shipping:7-25 Business Days
Standard Shipping: 6-10 Business Days
Express Shipping: 3-7 Business Days
The shipping company we cooperate with: postal service, DHL, Fedex, UPS；
Note: The shipping time will be affected by public holidays, destination countries(especially shipping addresses outside USA or Canada), bad weather and international couriers .
5. Can you deliver to a different address than my billing address?
Yes! You can have your parcel shipped to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organization in the address field, as well as the contact name to ensure your parcel is successfully delivered.
6. What if my parcel does not arrive?
If your order does not arrive in the time frame we stated, please contact us via e-mail (service@sunnylula.com).
About Payments
1. How can I pay for my order?
You can pay your order online via paypal.
2. When will I be charged?
When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorization to take payment from your account. If there is a query with the payment, either your card issuer or Customer Services will contact you.
3. What if I forgot my password?
Please follow the page guide to get back your password via the registered e-mail you used on our site.
About Products and Stock
1. How can I find out more information about a product?
If you can't find the information you need about a product, please don't hesitate to contact us (service@sunnylula.com)and we'll try our best to help you.
2. Will you be getting more stock?
Our popular items can sell out quickly as we are all about fast fashion. We are not sure about when the items will be back in stock, but please feel free to contact us via e-mail (service@sunnylula.com)
3. Do you have a size guide?
We often list the detailed and accurate size information on each item page, please check that carefully before placing an order to avoid after-sale issues.