FAQ
Below are some of our common questions:
View a List of our more detailed frequently asked questions below.
FAQ
What is your return policy?
We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it, including being in the original, unopened packaging.
Please read our full Return/Refund Policy
Do you offer exchanges?
We do not offer product exchanges. If you wish to try a new item, you will need to place a new order.
What if my order arrived damaged?
Please contact us within 3 days of delivery if your order arrives damaged, leaking, incorrect, or with an item missing. Include your order number and clear photos of the items along with the original packaging as received so that we can properly review what occurred and determine the appropriate resolution.
Please retain all products and packaging until your claim has been reviewed. Unfortunately, we may be unable to assist with claims submitted outside of this timeframe or without the requested documentation.
Please see our Return Policy for more information.
How much is shipping?
U.S. Orders: $5 flat-rate shipping, complimentary on orders of $50+.
International Orders: Rates are calculated at checkout, with complimentary shipping on orders of $200+.
International customers are responsible for any applicable duties, taxes, or customs fees.
How long will it take until I receive my order?
Processing Time: Orders received are usually processed within 1 to 2 working days. All orders are shipped from North Carolina.
Delivery Estimates:
Most parcels are delivered within the United States in 2-7 working days from the date shipped. If you do not receive your order within that time-frame, please send an email to customer service.
International shipments are estimated to arrive within 7-22 business days.
How do I track my order?
You will receive an email when your order ships with the relevant tracking information provided. You can also view order information including tracking within My Account or here for our Tracking Page.
I never got my order what should I do?
If you have not received your order in the recommended time-frame within 7 days of placing your order, please use the Contact Us form and reach out with your order number.
What if I received the wrong item?
If you received an incorrect item, please contact us within 3 days of delivery with your order number and clear photos of the items and all original packaging as received. Please retain all products and packaging until we have reviewed your request.
Once reviewed, we’ll be happy to determine the appropriate resolution. Claims submitted outside of this timeframe or without the requested documentation may be unable to be accommodated.
Please see our Return Policy for more information.
I need to change my address?
We understand that sometimes you may need to update your shipping address after placing an order. If you need to change your shipping address, please contact our customer support team as soon as possible. We can typically make changes if your order has not yet been processed or shipped.
To request a shipping address change, please provide your order number and the correct shipping address. You can reach our customer support team through our Contact Us page or by emailing us at Service@GallerybyFlo.com
Please note that once your order has been processed and shipped, we are unable to make any changes to the shipping address. In such cases, you may need to contact the shipping carrier directly to see if they can reroute your package.
For account level changes:
To change or update your delivery address, please use the My Account Dashboard. Follow these steps:
- Click on the Sign In link in the main menu.
- Log in to your account.
- Click on View Addresses under the Account Details section.
- Update or add new addresses as needed.
How can I view my order?
To view your order, simply log in to your account on our website. Once logged in, navigate to the Orders section, where you can see your order history, current order status, and tracking information.
Do I need an account to place an order?
No, you can checkout as a guest without creating an account. However, creating an account allows you to easily track your orders, save your information for future purchases, and access exclusive offers.
Why is there space in my sample vial?
Our sample vials are intentionally larger than the fragrance volume listed. Our 0.7 ml samples are filled in 1 ml vials, while our 2 ml sprays are filled in vials with an approximate 3 ml capacity.
This additional space is intentional. In our spray formats, a small amount of headspace allows the atomizer to function properly and helps reduce leakage during transit.
Because vial capacity and fill volume are different measurements, samples are not intended to appear filled to the very top.
What payment methods do you accept?
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- Shop Pay
- Shop Pay Installments
- Paypal
- Apple Pay
- Google Pay
- Meta Pay
- Amazon Pay
- Venmo
- Afterpay
Is your website safe & secure?
Gallery by Flo uses secure checkout and trusted payment providers to protect your information throughout the purchasing process. Your payment details are securely processed and are not directly stored by Gallery by Flo.
What should I do if my discount code isn't working?
If your discount code isn’t applying at checkout, make sure:
- The code is entered exactly as you received it (check for spaces or capitalization).
- The code hasn’t expired or been used already.
- It applies to the products in your cart (some codes may have restrictions).
If you’re still having trouble, feel free to contact us, and we’ll be happy to assist you!
I’m having trouble logging into my account. What can I do?
If you're having trouble logging into your account, try these steps:
- Make sure you're using the correct email address and password.
- If you've forgotten your password, click on the "Forgot Password" link on the login page to reset it.
If you're still unable to log in, please reach out to us at service@gallerybyflo.com, and we'll help resolve the issue as quickly as possible.
Does Gallery by Flo collaborate with niche or indie fragrance brands?
Yes! We’re passionate about discovering and collaborating with niche and indie fragrance brands. If you're a brand interested in partnering with us to feature your perfumes on our platform or in exclusive collections, please contact us at service@gallerybyflo.com. We’d love to explore how we can bring unique, curated scents to our customers through collaboration.
Does Gallery by Flo offer influencer or creator gifting?
Gallery by Flo does not operate a traditional gifted PR program. As an independent business, we prefer to give back internally and quietly to the clients, collectors, and longtime supporters who already engage with and support the Gallery.
On occasion, we may choose to collaborate with or extend complimentary product to a creator where there is a genuine alignment or existing relationship with the Gallery. Any gifted PR or creator collaboration is strictly invite-only and initiated at the discretion of Gallery by Flo. We do not accept requests or applications for complimentary product.
Our preference is to allow relationships to develop organically and to reserve much of our generosity for the community that has supported the Gallery from within.
Do you ship internationally?
Yes, we ship to many countries worldwide. You can check if we ship to your country during checkout by entering your shipping address. If you do not see your country listed, please feel free to email us at Service@GallerybyFlo.com
How are shipping rates calculated?
Shipping cost is a $25 USD flat rate for international destinations. Complimentary shipping is available for orders $200+ USD
How long will my order take to arrive?
Most parcels outside of the United States are delivered within 7-22 working days from the date of shipment, Monday through Saturday. If you do not receive your order within this time frame, please contact our customer service team.
Will I receive tracking information?
Yes, once your order is shipped, you will receive tracking details. Please note that tracking may be limited for some countries after the package leaves our facility.
Are there additional fees for international orders?
Your country may charge customs duties, taxes, or other import fees. These are not included in the shipping cost and are the customer’s responsibility if applicable upon delivery.
Can I return an international order?
We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it, including being in the original, unopened packaging.
Please read our full Return/Refund Policy
What happens if my package is delayed by customs?
Customs inspections are beyond our control and may cause delays. We recommend checking your country’s customs regulations and tracking your package regularly to stay updated on its status.
If you need additional assistance please email our client care team.
What is your return policy?
We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it, including being in the original, unopened packaging.
Please read our full Return/Refund Policy
Do you offer exchanges?
We do not offer product exchanges. If you wish to try a new item, you will need to place a new order.
What if my order arrived damaged?
Please contact us within 3 days of delivery if your order arrives damaged, leaking, incorrect, or with an item missing. Include your order number and clear photos of the items along with the original packaging as received so that we can properly review what occurred and determine the appropriate resolution.
Please retain all products and packaging until your claim has been reviewed. Unfortunately, we may be unable to assist with claims submitted outside of this timeframe or without the requested documentation.
Please see our Return Policy for more information.
How much is shipping?
U.S. Orders: $5 flat-rate shipping, complimentary on orders of $50+.
International Orders: Rates are calculated at checkout, with complimentary shipping on orders of $200+.
International customers are responsible for any applicable duties, taxes, or customs fees.
How long will it take until I receive my order?
Processing Time: Orders received are usually processed within 1 to 2 working days. All orders are shipped from North Carolina.
Delivery Estimates:
Most parcels are delivered within the United States in 2-7 working days from the date shipped. If you do not receive your order within that time-frame, please send an email to customer service.
International shipments are estimated to arrive within 7-22 business days.
How do I track my order?
You will receive an email when your order ships with the relevant tracking information provided. You can also view order information including tracking within My Account or here for our Tracking Page.
I never got my order what should I do?
If you have not received your order in the recommended time-frame within 7 days of placing your order, please use the Contact Us form and reach out with your order number.
What if I received the wrong item?
If you received an incorrect item, please contact us within 3 days of delivery with your order number and clear photos of the items and all original packaging as received. Please retain all products and packaging until we have reviewed your request.
Once reviewed, we’ll be happy to determine the appropriate resolution. Claims submitted outside of this timeframe or without the requested documentation may be unable to be accommodated.
Please see our Return Policy for more information.
I need to change my address?
We understand that sometimes you may need to update your shipping address after placing an order. If you need to change your shipping address, please contact our customer support team as soon as possible. We can typically make changes if your order has not yet been processed or shipped.
To request a shipping address change, please provide your order number and the correct shipping address. You can reach our customer support team through our Contact Us page or by emailing us at Service@GallerybyFlo.com
Please note that once your order has been processed and shipped, we are unable to make any changes to the shipping address. In such cases, you may need to contact the shipping carrier directly to see if they can reroute your package.
For account level changes:
To change or update your delivery address, please use the My Account Dashboard. Follow these steps:
- Click on the Sign In link in the main menu.
- Log in to your account.
- Click on View Addresses under the Account Details section.
- Update or add new addresses as needed.
How can I view my order?
To view your order, simply log in to your account on our website. Once logged in, navigate to the Orders section, where you can see your order history, current order status, and tracking information.
Do I need an account to place an order?
No, you can checkout as a guest without creating an account. However, creating an account allows you to easily track your orders, save your information for future purchases, and access exclusive offers.
Why is there space in my sample vial?
Our sample vials are intentionally larger than the fragrance volume listed. Our 0.7 ml samples are filled in 1 ml vials, while our 2 ml sprays are filled in vials with an approximate 3 ml capacity.
This additional space is intentional. In our spray formats, a small amount of headspace allows the atomizer to function properly and helps reduce leakage during transit.
Because vial capacity and fill volume are different measurements, samples are not intended to appear filled to the very top.
What payment methods do you accept?
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- Shop Pay
- Shop Pay Installments
- Paypal
- Apple Pay
- Google Pay
- Meta Pay
- Amazon Pay
- Venmo
- Afterpay
Is your website safe & secure?
Gallery by Flo uses secure checkout and trusted payment providers to protect your information throughout the purchasing process. Your payment details are securely processed and are not directly stored by Gallery by Flo.
What should I do if my discount code isn't working?
If your discount code isn’t applying at checkout, make sure:
- The code is entered exactly as you received it (check for spaces or capitalization).
- The code hasn’t expired or been used already.
- It applies to the products in your cart (some codes may have restrictions).
If you’re still having trouble, feel free to contact us, and we’ll be happy to assist you!
I’m having trouble logging into my account. What can I do?
If you're having trouble logging into your account, try these steps:
- Make sure you're using the correct email address and password.
- If you've forgotten your password, click on the "Forgot Password" link on the login page to reset it.
If you're still unable to log in, please reach out to us at service@gallerybyflo.com, and we'll help resolve the issue as quickly as possible.
Does Gallery by Flo collaborate with niche or indie fragrance brands?
Yes! We’re passionate about discovering and collaborating with niche and indie fragrance brands. If you're a brand interested in partnering with us to feature your perfumes on our platform or in exclusive collections, please contact us at service@gallerybyflo.com. We’d love to explore how we can bring unique, curated scents to our customers through collaboration.
Does Gallery by Flo offer influencer or creator gifting?
Gallery by Flo does not operate a traditional gifted PR program. As an independent business, we prefer to give back internally and quietly to the clients, collectors, and longtime supporters who already engage with and support the Gallery.
On occasion, we may choose to collaborate with or extend complimentary product to a creator where there is a genuine alignment or existing relationship with the Gallery. Any gifted PR or creator collaboration is strictly invite-only and initiated at the discretion of Gallery by Flo. We do not accept requests or applications for complimentary product.
Our preference is to allow relationships to develop organically and to reserve much of our generosity for the community that has supported the Gallery from within.
Do you ship internationally?
Yes, we ship to many countries worldwide. You can check if we ship to your country during checkout by entering your shipping address. If you do not see your country listed, please feel free to email us at Service@GallerybyFlo.com
How are shipping rates calculated?
Shipping cost is a $25 USD flat rate for international destinations. Complimentary shipping is available for orders $200+ USD
How long will my order take to arrive?
Most parcels outside of the United States are delivered within 7-22 working days from the date of shipment, Monday through Saturday. If you do not receive your order within this time frame, please contact our customer service team.
Will I receive tracking information?
Yes, once your order is shipped, you will receive tracking details. Please note that tracking may be limited for some countries after the package leaves our facility.
Are there additional fees for international orders?
Your country may charge customs duties, taxes, or other import fees. These are not included in the shipping cost and are the customer’s responsibility if applicable upon delivery.
Can I return an international order?
We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it, including being in the original, unopened packaging.
Please read our full Return/Refund Policy
What happens if my package is delayed by customs?
Customs inspections are beyond our control and may cause delays. We recommend checking your country’s customs regulations and tracking your package regularly to stay updated on its status.
If you need additional assistance please email our client care team.
