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Customer Service

Shipping & Delivery

           1. Deliveries will be made by post / a carrier instructed by us to the address stipulated in your order. You must ensure that someone is present to accept delivery.
           2. If we're unable to deliver your order by our carrier, you will be notified of their attempt to deliver who will notify you to try to arrange an different date for delivery or pick up

           3. If we ourselves are unable to deliver your goods within 20 days of date of order, we will notify you by email for a later date with option of cancelation.

           4. We may deliver the Goods in instalments if they are not all available at the same time for delivery.

           5. We will send you a tracking reference for your convenience.



Privacy & Security


This Privacy Policy explains how Florentyna Dawn ('We/Us/Our') collect, store and use your personal data when you browse and use (the 'Website'), and when you provide us with your personal data. Please read this Privacy Policy carefully. By accessing, browsing or otherwise using the Website you confirm that you have read, understood and agree to this Privacy Policy. If you do not agree with any part of this Privacy Policy, you must not use the Website. Florentyna Dan Ltd is a company registered in England  (registration number  2132060) with registered office at 327 London Road Hazel Grove Stockport Cheshire SK74PS  and is a registered data controller with the Information Commissioner's Office. We respect your right to privacy and are committed to maintaining it. We only collect, store and process your personal data in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2011.

Information we may hold

Information that you have provided to us including but not limited to when you:

  • purchase products through the Website, over the phone and/or through store kiosks
  • submit rate and reviews
  • use Florentyna Dawns applications on Facebook
  • enter competitions, prize draws or promotions which we are promoting
  • join the reward scheme
  • sign up to marketing/newsletters including by email and SMS
  • Information you provide our partners and when you report a problem with the website.
  • Information you provide to us when applying through the Website for registration, subscribing to any of our services or requesting further services.
  • If you contact us for any reason, we may keep a record of that correspondence.
  • We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them.
  • Information we collect using cookies stored on your device. Please see the section on cookies for more information and how to manage them.
  • Your IP address
  • Details of your visits to the website including, but not limited to, traffic data, location data and other communication data and the resources, advertisements and linked sites that you access.
  • Information provided to us by other companies who have obtained your permission to share information about you

Information we request and hold includes but is not limited to the following:

  • Your name, age, date of birth, sex
  • Billing and delivery postal addresses
  • Phone and fax numbers
  • Email addresses
  • Usernames and passwords
  • Payment card details
  • Browsing and shopping activities
  • Your customer queries

We, or third party data processors who act on our behalf, may use the personal data you provide us in the following manner:

To provide you with the requested goods and/or services including but not limited to processing and fulfilling your order and administering promotions such as competitions and prize draws.

  • To monitor and improve the services and the Website
  • To manage your marketing preferences.
  • To contact you if there is a query regarding your order.
  • In the event that you purchase goods on the Florentyna Dawn' website, you may be sent an email requesting whether you would like to review your product.
  • To verify your identity.
  • In certain circumstances in order to process your order and to verify your identity, we may call your provided telephone number you have provided to perform security checks and to request that you verify certain information.
  • Market research purposes
  • To enable us to comply with any legal or regulatory requirements;
  • In the detection and prevention of fraud or other crimes.
  • To assist with any of your customer queries
  • For research, analysis, risk management, legal, accounting, administrative, testing, monitoring and for our business operations.

Unless you have not consented to, we may use your personal data in the following manner:

From time to time, to inform you by post, email, SMS or other available means, of products, services, promotions and special offers.

To provide you with tailored/behavioural advertising through the use of cookies on the Website. This means that we have your agreement to store information about the products you have viewed or purchased so that we are able to make the adverts you see more relevant to you. In the event that you do not want to receive tailored advertising, or do not wish for any of your information to be processed through the use of cookies, please refer to the section on Cookies.

We may disclose personal data we collect to third parties in the following manner:

  • To administer your account and to disclose your details to our third party service providers for the purpose of processing and fulfilment of your order.
  • We may pass your personal data to other companies to support our business operations, and or audit purposes.
  • We may disclose your personal data where it is necessary to comply with any applicable law or an order of a governmental or law enforcement body.
  • We may pass on non-personal aggregated information about sales and website usage to reputable organisations for research or analysis purposes only.
  • We may pass your information to third parties in order to fulfil and/or despatch your orders. The third party provider may send marketing material within the parcel or by post after fulfilment of your order.
  • We may disclose your information to any successors of our business for them to use for the purposes set out in this Privacy Policy, and/or as part of any business or asset sale carried out.

Transferring data internationally

We may transfer personal data we have collected from you to a third party data processors located in countries outside of the European Economic Area ('EEA'). We will comply with the Data Protection Act 1998 in respect of any such transfers. Please be aware that such countries which are outside of EEA may not have the same level of data protection as the United Kingdom, however our collection, storage and use of your personal data will continue to be governed by this Privacy Policy. By using and/or shopping on the Website you consent to the transfer of your personal data to third party data processors located in countries outside of the European Economic Area ('EEA').

Payment Card details

We process your payment card details in order to complete your purchase that you made through the Website and mobile applications.

E-mail Marketing

You may opt out from any email marketing by using the unsubscribe links at the bottom of the marketing emails.

You may opt out from any SMS marketing by using the suppression codes located on the marketing text messages.


Phishing is a method used by fraudsters to deceive someone into giving sensitive information. Most of the time phishing will take the form of emails, which purport to be from well-known companies and ask recipients to send their private information. This information is then used for identity theft and fraud.

Florentyna Dawn will only ask you to send personal details by email if it is responding to a query you have sent it online and these details are needed to answer your query properly. In this case, there will be a unique reference number in Florentyna Dawn' email to you, which refers to your original query. We will never ask you to send any personal details by email unless you have contacted us first. If you have not contacted Florentyna Dawn, please ignore any email claiming to be from us which asks for personal details, and let us know about it.


At Florentyna Dawn we take your online security very seriously. Full details of how we protect the information you provide us are given below:

  • When you place your order, you are offered the use of an advanced secure server. The secure server software encrypts all information you input before it is sent to us.
  • As an additional security measure, credit card numbers are encrypted both before an order is processed and when stored on our database.
  • For security reasons, we strongly recommend that you do not send credit card numbers by standard email.

 Returns & Replacements

If for any reason you are not completely happy with your purchase, please return the item special delivery ( to include insurance) within 10 days.  The item must arrive with us in perfect condition to enable a full refund to be given.
2 Our most important task is to ensure your absolute satisfaction. We will always strive to reach that target. However, we acknowledge that mistakes are made occasionally. This paragraph covers that possibility. If you are not wholly satisfied with the Product, please tell us at the earliest opportunity:
2.1.1 exactly what is the fault;
2.1.2 the date, if relevant, when the fault became apparent;
2.1.3 when and how you discovered the fault;
2.1.4 how the fault affected your use of the Goods;
2.3 To do this, it is essential that you follow the instructions below. These provisions apply in the event that you return Goods to us because you say they are faulty:
2.4 You must tell us by email message to or by letter to our land address at the top of this agreement, you that you would like to return goods, specifying exactly what goods and when purchased, and giving full details of the defect or other reason for return. . If you send goods to us without a detailed note and explaination , we may not be able to identify sufficient details to enable us to attend to your complaint.
2.5 The Goods must be returned to us as soon as any defect is discovered.
2.6 So far as possible, Goods should be returned:
2.6.1 with both goods and all packaging as far as possible in their original condition;
2.6.2 securely wrapped;
2.6.3 including our delivery slip;
2.6.4 at your risk and cost.
The procedure for return of Goods is set out on our website. If you do not follow this procedure, we may be unable to identify you as the sender of the goods. 


Can I track my order?

You can track orders online by clicking the 'Track Orders and Returns' link at the top of the page or contact our store

We will send you email updates throughout, you will have the option to 'Track your order' by clicking the button on your 'Despatched' update email, and further carrier tracking updates will be available for most orders.

If you are not able to track your parcel please contact our store

International customer

International delivery times vary. If your order is more than 5 days late please contact our store

Important: please remember to include your order number.

Are you collecting your order from a Florentyna Dawn store?

Your order should normally be ready to collect within 1-4 working days. We will send you an 'Order ready for collection' update email when your order is ready to collect. If you have not received this email and it has been 5 working days since placing your order, please contact our store

Potential delivery disruption due to adverse weather

Please be aware in cases of adverse weather Florentyna Dawn deliveries may be affected and this could delay ordered items reaching you by its intended delivery date.

My Order is Late

The majority of our orders are delivered within the delivery times below, we apologise if this has not happened on this occasion. You can track orders online by clicking the 'Track Orders and Returns' We will send you email updates throughout, you will have the option to 'Track your order' by clicking the button on your 'Despatched' update email. 

For information on your courier status, please see table below.

(If you have not received your order within the delivery times below, or you are unable to track your order, please contact our store)

UK, N. Ireland - approximately 2 - 4 working days*

France, Germany, Spain, Sweden - approximately 5 - 6 working days

United States - approximately 7 - 10 working days

Australia, New Zealand - approximately 10 - 14 working days

Republic of Ireland - approximately 3 - 5 working days

I have received the wrong item(s)

We are sorry we sent you the wrong item(s), please accept our apologies for any inconvenience this may have caused. Please contact our store to arrange a replacement order.

To return the product(s) simply pack the goods into their original packaging

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