Order Help

How do I include a gift message with my order?

After choosing a delivery option during checkout, select “Add a free gift message to your order.”
Your complimentary message will be emailed to the recipient as soon as your order begins its international shipment.

What is the Florona Home Design Consultant Service?

Florona Home offers a 45-minute virtual 1:1 Design Consultation to help you style your home effortlessly.

During the session, our décor specialist will guide you through:

• Choosing the right décor items (vases, flowers, rugs, lamps, wall art, table pieces)

• Matching colors, textures, and materials

• Creating complete styling combinations for any room

• Personalized recommendations based on your home layout and desired mood

A $5 non-refundable consultation fee is required to schedule your session.
This fee will be credited toward any purchase of $50 or more made within 60 days.

What is your return/exchange policy?

You may return or exchange eligible non-perishable décor items within 30 days of receipt.

Eligible items:

• Rugs, lamps, decorative accessories, and home décor in unused condition

Not eligible:

• Fresh flowers, dried botanicals

• Personalized items

• Clearance, final-sale items

• Items damaged due to improper use

Please use our online customer service form to start a return or exchange.

Once your return is shipped back to us, we will process your refund minus any applicable return shipping label fees.

Florona Home provides prepaid return labels for all US orders. Label fees are waived for defective or damaged products.

Where are items shipped from?

All items are shipped directly from our international partner warehouses (AliExpress Standard Shipping).

Shipping directly from the factory ensures:

• Best pricing

• Fresh stock

• High-quality, curated décor collections for Florona Home

What is the delivery timeline?

All orders are delivered using AliExpress Standard Shipping with full tracking.

Estimated delivery times:

• Major cities: 10–18 days

• Other regions: 12–20 days

• Oversized rugs & bulky items: 15–25 days

Delivery times may vary due to customs and international flight schedules.

How do I return my item?

If your item is eligible for return or exchange, contact customer service and we will send you:

• A prepaid return label

• A Return Merchandise Authorization (RMA) number

• Packaging instructions

Returns must be sent to the designated Florona Home Return Center.

Refunds generally appear on your account within 3–5 business days after the return is processed.

What if part of my order is missing or incorrect?

Items may ship in multiple packages from different warehouses.
If an item appears missing:

• Check all parcels

• Review your tracking page for multiple shipments

If something is incorrect or missing, contact customer service and we will assist immediately.

What if my product arrives damaged or defective?

If your item arrives broken, cracked, dented, or defective due to international transit, please contact us within 48 hours of delivery.
Provide:

• Photos of the damage

• Photos of the packaging

• Your order number

We will replace the item at no cost, or issue a full refund.

What is your warranty policy?

Florona Home décor products include:

• 6-month warranty for manufacturing defects

• 3-month functional warranty for electrical items (lamps, lighted décor)

How do I place a warranty claim?

Please contact us with:

• Your order number

• Email used for purchase

• Photos or videos of the issue

We will troubleshoot or initiate a warranty replacement/refund.

What forms of payment do you accept?

Florona Home accepts the following payment options:

• Visa / Mastercard

• International debit/credit cards

• PayPal

• Apple Pay / Google Pay

• MoMo (Vietnam)

• VNPay / ZaloPay

• COD is not available for international orders.

Do you charge tax or customs fees?

No.
All customs and import fees are handled by Florona Home.
You will not pay additional duties upon receiving your package.

How do I use a coupon?

On your cart or checkout page, select “I have a coupon code.”
Enter the code and click Apply to update your order total.

Coupons are case-sensitive.

Do you have any retail locations?

Florona Home currently operates as an online-first brand.
A private mini-showroom (by appointment) is available for selected décor sample viewing.