FAQs
Is my personal information safe?
We do not share customer information with any third party. We only use your email address and delivery address to ship and contact you when necessary. Payment information is never stored on our website.
Can I ship to international addresses?
Unfortunately, we cannot ship to international addresses outside the United States.
What is the reason for payment failure?
1. Try clearing cookies using another browser (such as Google Chrome).
2. Change another device (mobile phone, computer or tablet) to see if it works.
3. Please contact your bank to see if they accept international charges.
4. If this does not help, for any other issues, please provide us with screenshots, specific times, and the device and browser you are using.
Please keep me informed and I will report your issue to the IT team and they will do their best to resolve it.
What payment methods are available?
We accept payment methods such as PayPal, credit cards, debit cards, etc. The payment interface will show pictures of cards such as VISA, MasterCard, etc. You can click on any card to enter the checkout page and fill in the information of the card you want to use.
Why is my order still showing as pending payment/cancelled, but the money has been deducted from my account?
We apologize if you encounter this issue. Please request through the website live chat or send an email to Support@FlorenceGibson.shop and provide the PayPal transaction ID. We will make sure the issue is resolved.
Can I change the items after placing an order?
Thank you very much for placing your order! Unfortunately, we are unable to add or replace items if you have successfully paid. You can contact Support@FlorenceGibson.shop or get help through kitchendao.com online customer service. If the package has not been delivered, we can cancel your order for you and the money will be returned to your payment account; if the package has been delivered, we will assist you in returning the product, please follow the instructions in the "Refund Policy" section. Generally, shipping and handling fees are not refundable.
After that, you can reorder your items from our website.
What is the order cancellation policy?
If the package has not been delivered, we can cancel the order for you and your money will be returned to your payment account; if the package has been delivered, we will help you return it, just follow the instructions in the Refund Policy section. Generally, shipping and handling charges are not refundable.
What is your return policy?
If your item is defective in any way due to material or workmanship, please contact us within 7 days of receiving the goods and we will send you another item free of charge.
Orders can be returned within 90 days of the date of receipt for any reason, except product defects. Returned items must be in original condition, unworn, in original packaging, and not resalable. Once you request a refund or exchange, we will send you a return label so that you can return the item to us, and you need to pay for shipping. Free or promotional items must be returned with the original item to receive a full refund.
How long does it take for Kitchendao to process a refund?
After receiving your return, we will process the refund and automatically refund the money to your original payment method. Please note that it may take 2-5 business days for a refund to appear on any bank statement. If you need to exchange an item, we will resend you a new one as soon as possible (within two weeks).
Why didn't I receive an order confirmation email?
Once the order is successfully placed, our website will automatically send a confirmation email to the address specified in the order. Please make sure your email address is correct and check your spam/junk folder. If you have any order questions, you can always contact our online customer service or send an email to Support@FlorenceGibson.shop.
Where are the orders shipped from?
We have warehouses in China and the United States, and choose the shipping location based on the actual storage availability of the warehouse.
What should I do if the goods are still in the pending status a few days before they are shipped?
Please contact us through the online chat on FlorenceGibson.shop. We will be happy to help you track your order.
Can I have expedited shipping?
FlorenceGibson offers expedited shipping services. If your order qualifies for expedited shipping, you can select the corresponding shipping method at checkout. Expedited shipping will not speed up your order processing, but we will try to ship as quickly as possible. Once the package is ready, we will ship it via the shipping method you selected.
How do I track my order status?
Please make sure your email address and order number are correct. You can track your order through the "Order Tracking" function at the bottom of the FlorenceGibson.shop website.
What is the logistics policy?
Free shipping: After using any discount code and coupon/rewards, the order amount is more than 50 US dollars or more.
We will deliver your package within 2 business days.
Different options have different shipping speeds:
Standard 3-5 business day shipping
Expedited 2 business day delivery
Priority next day delivery
Standard delivery time is 7 business days. According to our logistics statistics, 95% of the packages can be delivered within 7 business days, and only a few orders will be delayed due to uncontrollable factors (such as wrong address, extreme weather, customs inspection, etc.).
We will provide tracking information and send it to you by email after the item is shipped. Sometimes our system data is not updated in time, which may cause your order status to show "Waiting for Shipment". If you need to wait for a while to update, please feel free to contact customer service online or send an email to Support@FlorenceGibson.shop. We will try our best to reply you within one business day. You can also contact us online through FlorenceGibson.shop. Our customer service is online 24/7.