Florena Fermented Skincare FAQ

FAQ

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General T&Cs

I HAVE A QUESTION ABOUT MY ORDER, WHO CAN I SPEAK TO?

If you have any questions about your items or your order please get in touch with our friendly fulfilment partner
Phone: 01507 610214
Email: florena@Intervino.co.uk
If you have any questions about your Florena product, feedback or complaints, please contact your friendly Florena Customer Interaction Team on 00800 49 40 1911 or via consumer.relations.uk@beiersdorf.com. For more info, see 'Contact Us'

IS THERE A FLORENA DISCOUNT?

Looking for the latest Florena discounts? Sign up to our newsletter or follow our social channels to hear about the latest deals, discounts and new products available to shop.

WHO ARE INTERVINO?

Intervino are the UK’s leading eCommerce fulfilment partner who will be handling all of your orders from the Florena Online Shop.

If you have any questions regarding your order please don’t hesitate to get in touch via phone 01507 610214 or email florena@intervino.co.uk

Order Process

HOW DOES THE SHOPPING BASKET WORK?

In the Shopping Basket you can see your selected products, quantity and total price. You can edit the contents of your Shopping Basket at any time, which will recalculate the price of your order. To complete your purchase, click ‘Buy Now’ to place your order.

CAN I ORDER AS A GUEST OR DO I NEED TO REGISTER WITH FLORENA?

Yes, you're welcome to order as a guest without registering for an account. However, if you join MyFlorena, you’ll receive the latest special offers, discounts and information about new products.

WHAT PAYMENT METHODS CAN I USE?

At checkout we offer PayPal and Apple Pay payment options, and accept all major credit & debit cards excluding American Express. We are working to include other payment options in the future (e.g. Google Pay).

CAN I AMEND MY ORDER ONCE IT HAS BEEN PLACED?

Unfortunately we can’t amend your order once it’s been placed. Please get in touch on 01507 610214 or email florena@intervino.co.uk to cancel your order. Once you’ve cancelled your order you’ll be refunded within 14 days and can place a replacement order.

Please note that we are temporarily unable to deliver to Northern Ireland. We are working to enable this service as quickly as we can - please check back for updates.

Delivery

WHAT IS THE STANDARD DELIVERY TIME FOR THE FLORENA ONLINE SHOP?

Once you’ve placed your order, our standard delivery is 3-5 working days (if ordered before 2pm). When your order is dispatched, you’ll be notified by email including tracking information.

WHAT IS THE NEXT DAY DELIVERY TIME FOR THE FLORENA ONLINE SHOP?

All orders received before 2pm Monday - Thursday will be shipped the same day for next day delivery. Orders received on Friday before 2pm are NOT guaranteed to arrive Saturday but would be guaranteed for Monday. All orders placed after 2pm Friday and over the weekend would be dispatched Monday for delivery on the Tuesday.

WHAT ARE THE DELIVERY COSTS?

Standard delivery: £3.95
Next day delivery: £4.95 - please refer to "What is the Next Day Delivery Time" FAQ for more details
We offer free standard delivery on orders over £30

IS THERE A MINIMUM OR MAXIMUM ORDER VALUE?

There is no minimum or maximum order value on the Florena online shop. We do however encourage you to shop sustainably, which is why we offer free standard delivery on orders over £30.

IS THERE FREE DELIVERY?

Yes, we offer free standard delivery on orders over £30

CAN I ALSO GET DELIVERY ABROAD?

Deliveries outside of the United Kingdom are unfortunately not possible at present. Please note that we are temporarily unable to deliver to Northern Ireland. We are working to enable this service as quickly as we can - please check back for updates.

WHO DELIVERS MY ORDER?

Your parcel will be delivered either by Royal Mail or Parcelforce and you’ll receive tracking information as soon as your order is dispatched. From time to time we may use other delivery providers, but this will be clearly stated on your dispatch email so you can track your lovely goodies!

WHEN AM I LEGALLY RESPONSIBLE FOR THE PRODUCTS?

You will own the products and they will be your responsibility from the moment they’re delivered to you.

CAN I TRACK MY ORDER?

Yes, you can track your delivery with the tracking link that will be sent to you in your dispatch e-mail.

IS THERE A CLICK AND COLLECT OPTION?

Unfortunately, there is no click and collect option at present.

WHAT IF I’M NOT HOME WHEN MY ORDER IS DELIVERED?

If you’ve missed a delivery or the parcel wouldn’t fit through your letterbox don’t worry, the courier will attempt to deliver on another occasion at no extra charge. There is of course a limit to the amount of times deliveries can be attempted so please be aware that in some rare occasions an extra delivery charge cost may be incurred, so please get in touch if you’re having ongoing issues.

WHAT HAPPENS IF MY DELIVERY FAILS AND I DON’T RE-ARRANGE DELIVERY?

If the parcel doesn’t find its way to you, whether that’s multiple failed deliveries (Royal Mail or Parcelforce will try to deliver to you three times) or we can’t get in touch with you then your goods are returned to the depot and then on to our warehouse. At this point we assume the order is no longer valid and return the cost of your goods to the payment method you used to place your order. If you're having issues with delivery the best people to contact in the first instance is the provider e.g. Royal Mail or Parcelforce to re-arrange, but if you’re having ongoing issues please do let us know.
If after a failed delivery to you (caused by your failure to take delivery), you do not re-arrange delivery or collect them from a delivery depot, we may charge you for storage costs and any further delivery costs.

I’VE NOTICED MY ADDRESS IS WRONG, WHAT CAN I DO?

If you realise your delivery address is incorrect, please get in touch with our friendly team as soon as possible. Your delivery details will be on your order confirmation email. Unfortunately, we can’t cancel the delivery if it is already with the courier so please double check your delivery details when you order. In this instance we can’t be held responsible for failure of delivery and your order will be returned to us, at this point we will refund your goods and contact you to let you know.

IS THE PACKAGING RECYCLABLE?

The outer packaging that contains your Florena products is widely recyclable as well as the packing materials. Our beloved Florena products are widely recyclable, however please refer to the information on each individual product for more information.

Returns & Cancellations

WHAT ARE MY CANCELLATION RIGHTS?

If you change your mind about your order for any reason, you can return it within 14 days of receipt. This does not include personalised items or sealed cosmetic items if they have been opened (unless they’re faulty – see 'Problems with Goods' section below). Simply follow our returns procedure below.

HOW DO I RETURN SOMETHING TO YOU?

If you wish to return any part of your order you’re welcome to do so with our friendly returns team. We'll ask you for your feedback or reasons for return as this helps us ensure the best possible customer experience. 

The simplest way to return your order is to email florena@intervino.co.uk and let us know your:

- Name
- Order Number
- Postcode
- The items you wish to return
- And your reason for return

You can also phone our customer services team on 01507 610214.

We’ll ask you to return your goods in their original packaging and within 14 days of notification of cancellation.  Once we have received your items we’ll confirm via email and process your refund.

Please don’t send your products back without letting us know via email or phone, as we won't be able to trace your order and it will be difficult to process your refund.

WHAT HAPPENS AFTER I HAVE RETURNED THE GOODS?

As soon as we receive your goods we will refund the cost of those items including the initial delivery charge. The return charges are at your cost in case of cancellation. Please make sure you have notified us of your return using the returns process.

WHEN WILL I RECEIVE MY REFUND?

We will refund you promptly and at the latest within fourteen days after we receive the goods from you or (if earlier) on the day on which you provide evidence of having sent them back.

Problems with goods

WHAT SHOULD I DO WHEN I HAVE RECEIVED A FAULTY OR DAMAGED ITEM? OR THE WRONG ITEM?

We’re sorry if you’ve received either the wrong items or faulty/damaged products. In addition to cancellation rights (and in accordance with your rights under the Consumer Rights Act 2015) if the goods you have received don’t match your expectations please contact us as soon as possible. To ensure we’re offering the best possible customer service we’ll ask to see photos of damaged items, so please don’t throw away the boxes and/or packaging your items arrived in. We might ask you to return the goods for further investigation. We will inform you to which address you need to return it. Please get in touch as soon as possible on 00800 49 40 1911 so we can investigate the issue and rectify the matter for you.

Please contact your Florena Consumer Interaction Team on 00800 49 40 1911* or via consumer.relations.uk@beiersdorf.com. For more info, see 'Contact Us'.
* Calls to this international Freephone number are free from a UK landline. Calls from a mobile phone may be subject of charges by your service provider

For more information, see also our General Terms and Conditions.