FAQs

 

1. How do I place an order online?

Making a purchase couldn't be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on your shopping cart icon (in the top right-hand corner of the page) and 'Checkout'. Here you will be asked for a few details that we need to be able to complete the order. Please note, to receive accurate shipping quotes you need to fill in your Billing/Shipping address first.

If you need assistance with your order, please contact our customer service department at 212-750-5796 from 9:30am-5:00pm EST Monday - Friday (excluding holidays) or email support@villafloriani.com

 

2. Do I have to register with Villafloriani.com to place an order?

You can place an order without registering. However, there are many benefits in creating an account, including:

• Track orders,
• Review your order history
• Redeem rewards points to use on future purchases.
• You will also save time when placing future orders by not having to re-enter your basic details.
• Can also benefit from our one-click payment option

 

 3. How do I register for an account?

Setting up your account takes less than a minute. Simply click the avatar in the top left-hand corner of the screen, the click "create an account". Here, simply enter the basic information required and click OK.

 

4. Is my personal information secure?

The information you supply is strictly confidential. Personal information will only be used by Villa Floriani for order shipments or customer service. Your credit card details are secured by SSL-encrypted technology (certified by Trustwave trusted commerce) and will never be stored online or accessed without your permission.

 

5. Why am I not receiving the email newsletters?

Occasionally our emails may appear in you or junk mail. Follow these simple steps:

1. Ensure you are signed up to our Villa Floriani newsletter.
2. Visit the Spam section of your email account and search "Villa Floriani" 
3. Find a ‘Villa Floriani Skincare’ email and click "Not Spam".

All future emails should arrive safe and sound.

 

6. I forgot my account ID or password.

You can request a new password from the login section of the site (avatar in the top left-hand corner of your screen). Click on the “forgot password” link, enter your email address and confirm your request. A new password will be emailed to you immediately.

7. How can I update my profile?

You can change or update personal data within the account settings of the My Account section.

 

8. Why is my phone number required?

A contact phone number is required by most shipping carriers during delivery. We will only use this information to contact you, if entirely necessary, about your order or to respond to your inquiries. If you prefer, you can also opt to receive order notifications sent directly to your mobile phone.

 

9. How can I change my delivery address?

Your billing address will automatically be entered as your default shipping address. You can change this address during the checkout process. If you have an account, you can also save multiple addresses in the ‘account information’ section of your account.

 

10. Can I ship my order to an address other than my home address?

Yes, your delivery address can be different to your billing address. Packages are delivered without pricing information; you will receive a receipt with details of your order via e-mail.

 

11. Do you offer gift messaging?

Yes, during the checkout phase of the website, there is an option to add a gift note to your order. Simply fill out yours and the recipients name along with your personalised message. Villa Floriani will create a hand-written note on your behalf at no extra expense. Maximum word count is 30.

 

12. Can I ship my order outside the US?

Villafloriani.com delivers to all addresses and PO boxes within all states with the exception of Alaska and Hawaii. Delivery to international addresses is currently not available.

 

13. How quickly can I receive my order?

Villa Floriani currently offers standard shipping service via UPS Ground (3-5 business days). For more information, click here to visit our Shipping section.

 

14. How do I pay for my order?

We accept Visa, MasterCard, Discover, American Express and PayPal. Debit cards are also accepted. American Express clients should check out using the PayPal option. A PayPal account is not required to check out.

 

15. Is my online payment secure?

Yes, our website is supported by Shopify and is certified Level 1 PCI DSS compliant. Shopify is certified Level 1 PCI DSS compliant. As a result, all Shopify online stores are automatically PCI compliant, which ensures our customers have peace of mind when shopping from our site and makes sure all transactions are legitimate and safe.

 

16. What should I do if I can’t complete the checkout process?

If you have correctly entered all your information and are unable to complete the checkout process, we may need further information. Please contact our customer service at 212-750-5796 or 9:30am-5:00pm EST Monday - Friday (excluding holidays) or via email at info@villafloriani.com.

 

17. What can I do if my payment is declined?

If payment is declined, you will receive a notification as to why you payment was declined. Often this is due to a mismatch with your bank’s billing information and what has been entered. If you encounter any further difficulties or have any additional questions, please contact our customer service team.

 

18. How will I know my order has been received?

Upon placing your order, you will receive a confirmation message on your browser as well as a order confirmation receipt via email. If you have created an account with us, you can view you site in the My Account area. This usually takes a few hours to appear following an order.

 

19. How can I check the status of my order?

You will receive a second email when your order has been shipped notified as “shipping confirmation”. It will include detailed information about your order along with a UPS tracking number. You can track your shipment by simply clicking on the Track order link. 

 

20. Where can I find my order number?

Your order number is in the confirmation email you receive after placing your order. You can also find your order information within the My Account area. 

 

21. How do I change or cancel an order?

Orders are processed once they are successfully submitted. We generally dispatch orders within 1- 2 days so it may not be possible to cancel an order once it has been placed. If you need to return an order, please review our Returns Policy.

 

22. I haven’t received my order

Delivery times often vary. If you have any problems or do not receive your order by the date specified, please contact our customer service team.

 

23. The order I received doesn’t match the one I placed.

We are happy to rectify any errors. Please contact our customer service center by chat, phone or email. We aim to respond to emails within 1 business day.

 

24. How do I make a return or exchange?

Products purchased online can be returned within 30 days of the original ship date. Please review our Returns Policy by clicking here.

 

25. Are Villa Floriani products tested on Animals?

Absolutely note. We have never or will ever test our products on Animals. Our products are produced at our own manufacturing facility in Italy and under EU legislation it is prohibited to test on Animals.