FAQ — Frequently Asked Questions
Last updated: November 3, 2025
About Florensa Store
- Are your perfumes original?
- Yes. We only sell 100% authentic, brand-new fragrances from trusted distributors. No imitations, no “inspired by,” no master quality. Tester units are also genuine.
- Do you have a physical showroom?
- No—Florensa Store is an online store only.
Orders & Shipping
- Where do you deliver?
- We deliver Egypt-wide (Cairo, Giza, and all governorates).
- How long does delivery take?
-
- Cairo & Giza: typically 2–3 business days after dispatch.
- Other governorates: typically 3–7 business days after dispatch.
- How much is shipping?
- Shown at checkout. If free-shipping promotions apply, you’ll see them before you pay.
- How do I track my order?
- You’ll receive a shipping confirmation email with your tracking link once your order ships.
- Can I change my address after ordering?
- Please contact us before dispatch. After dispatch we’ll request a reroute with the courier where possible.
Pre-Orders
- What is a pre-order?
- Some out-of-stock items can be sourced for you. These products show a Pre-Order button instead of Add to Cart.
- How long do pre-orders take?
- Sourcing typically takes up to 14 days, then standard shipping times apply.
- What happens after I place a pre-order?
- Customer Care contacts you (usually within 1 business day) to confirm availability and next steps.
- Do I pay a deposit?
- Yes. If available, we collect a 10% deposit via a secure payment link or InstaPay to lock your price. The rest can be paid on delivery or via another secure link—your choice.
- Can I cancel a pre-order?
-
- If we cannot supply within 14 days: your deposit is fully refunded.
- If you cancel before availability is confirmed: deposit (if any) is fully refundable.
- If you cancel after availability is confirmed and sourcing has started: the 10% deposit is non-refundable (can be converted to store credit valid for 6 months on request).
- What if my cart has in-stock and pre-order items?
- We ship together when everything is ready unless you request separate shipments (additional shipping fees may apply).
Returns & Exchanges
- Can I return a perfume if I change my mind?
- Yes—within 48 hours of delivery only if it’s unopened, unused, and in the original sealed packaging (cellophane/caps/gifts intact). Return shipping is the customer’s responsibility unless we made an error.
- What if I received the wrong or a missing item?
- Contact us within 48 hours with clear photos; we’ll correct it at our cost.
- The bottle arrived damaged or leaking—what do I do?
- Message us within 24 hours of delivery with clear photos and a short video. After courier inspection, we’ll arrange a replacement or refund if approved.
- Are tester perfumes returnable?
- No. Testers are not returnable unless the bottle arrives damaged or leaking. Claims must include clear photos and a short video within 24 hours of delivery.
- Are opened items returnable?
- No. Items that are opened/used (broken cellophane, missing caps, removed labels) are not eligible for return.
Payments & Security
- How do I pay?
- We offer secure payment links and InstaPay for deposits and balances. You may also pay the remaining balance on delivery (where available).
- Do you store my card details?
- No. Payments are processed securely by our partners; we do not store your full card details.
Support
- How can I contact you?
- WhatsApp (chat only): +201044647722. You can also reach us via our social pages.
- When are you available?
- Saturday–Thursday, 11:00–17:00 (Cairo time). Messages outside hours are answered the next business day.
