FAQ
Any questions you might have concerning your order can be answered here. We've listed the most common questions about our brand, our webshop, delivery and returns. Can't find an answer to your question? Drop us an e-mail.
Liever deze pagina in het Nederlands bekijken? Klik hier.
Orders
To place an order, simply browse through our collection, select your desired items, and add them to your shopping cart. Proceed to checkout, where you can enter your shipping details and payment information. Follow the on-screen instructions to complete your purchase.
Please double-check your personal details before completing your purchase.
After completing your order, you'll receive a confirmation e-mail in your inbox.
We accept various payment methods, including credit/debit cards (Visa, MasterCard), PayPal, and other secure payment options. Rest assured, your payment information is handled with the utmost confidentiality.
Here is a list:
Bancontact
Payconiq
iDEAL
SOFORT
Mastercard
VISA
American Express
Unfortunately, once an order is placed, it cannot be modified or canceled. Please double-check your order before confirming the purchase at checkout. However, we value your experience with our shop. You can always e-mail us at info@florentine-antwerp.be and we’ll try our best to accommodate you.
Once your order is dispatched, you will receive a shipping confirmation email containing a tracking number and a link to track your package. You can also log in to your account on our website to view the status of your order.
Creating an account can make ordering a lot easier! Your account remembers your details the next time you place an order, you can always check your status and you always have an overview of your orders. Highly recommended!
When you place an order, you will immediately receive an order confirmation e-mail. Didn't receive an e-mail? Check your junk mail first! If you don't find it there, something probably went wrong when entering your details. Check in your account whether you have entered the correct e-mail address and if you can find the order. Can't find the order or didn't create an account to check your e-mail address? In that case, send us an e-mail at info@florentine-antwerp.be and we will get back to you as soon as possible!
You can check out as a guest! However, there are lots of benefits to creating an account.
Your account remembers your details for your next order, you can always check your status here and you always have an overview of your orders!
You can fill in your code during check-out. After applying it, the discount will appear in your cart and is automatically deducted from your total order amount right before you proceed to choosing a payment method.
Shipping
Shipping costs are calculated at checkout based on your location. We offer free shipping for orders above €150 to Belgium and The Netherlands. Check our shipping information page for details.
Currently, we only ship within Belgium and to the Netherlands. We are working on expanding our shipping destinations to provide our trendy fashion to more customers. Stay tuned for updates on international shipping.
Products
You can assemble a wishlist with items that you want to keep in mind. The wishlist is connected to your account so every time you visit our webshop and login, your wishlist will still be there.
Keep in mind that your wishlist doesn't mean that items are reserved for you. It might be that items added to your wishlist are purchased by another customer and will be sold out.
For selected items, you might have the option to pre-order. There will be pre-order tag on the item and the buy button on the page will be replaced by a pre-order button, along with information about the expected shipping date. When your purchased is finalized, the item will be shipped to you on the indicated shipping date.
Would you like to be kept in the loop about restocked items?
- Leave your email address on the page of the sold out item. We will notify you, once it's back in stock.
- Add it to your wishlist. We will notify you, once it's back in stock.
- Be sure to subscribe to our newsletter.
- Keep an eye on our socials! Restocked items will be highlighted in our Stories.
Some of our items might be restocked once sold out, but please take into account that sold out can also mean we won't restock the item.
Collections are of course seasonal and we regularly drop new items! Don't want to miss a thing? Keep an eye on our socials and subscribe to our newsletter!
Returns
We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you can return it within 14 days of receiving the items. Please refer to our Return Policy page for detailed instructions on how to initiate a return.
First of all, our sincerest apologies. Please send a message as soon as possible to retour@florentine-antwerp.be with your name, order number and a photo of the item (if it is damaged, please also provide a photo in close-up of the damaged area). If we still have the item in stock, we’ll send you the correct item asap. If not, you may exchange it for another article or we refund your money.
We kindly ask you to return items purchased online only via courier and not directly to our HQ. We do not accept returns that are made directly to our HQ, for the simple reason that there’s not always someone present to collect it and we would like to keep our stock in an immaculate condition.
If you return something purchased with a gift card, we send you a new code with the correct credit which you can use for your next purchase. A gift card cannot be redeemed for a refund.
Other
Yes, we do! Gift cards are available for purchase on our website and make for the perfect present for any fashion enthusiast. They are delivered by email and contain instructions on how to redeem them at checkout.
The gift card is valid for one year.
You can find our gift cards here!
If you return something purchased with a gift card, we send you a new code with the correct credit which you can use for your next purchase. A gift card cannot be redeemed for a refund.
If you have any questions or concerns, our customer support team is here to assist you. You can reach us through the contact page on our website, where you can fill out a form, or email us directly at info@florentine-antwerp.be.
Stay in the loop by subscribing to our newsletter. You'll receive updates on the latest arrivals, exclusive promotions, and fashion tips. You can unsubscribe at any time.
No, at this point we only have an online store. We might open a pop-up store in the future, so stay tuned. and subscribe to our newsletter.