Faq - Flower MOUNTAIN Store

Faq - Flower MOUNTAIN Store

If you have any question, you are in the right place. This is where you can quickly find a solution to your problems simply by reading our list of FAQ or you may send an e-mail to our customer service

1. How do I find the store closest to me?
Contact our customer service by clicking on Contact Us on our home page. Our team will be happy to help you to find the store closest to you.

2.Can I search for a product?
Yes, all the products are subdivided by category, such as MAN, WOMAN and different collections. Simply select the category or collection on our homepage to find the product that best suits your needs.

3. Does this website give a detailed description for each item?
Yes, of course. When you select the product you are interested in, a description and picture of the product are displayed together with  further information
such as sizes, price, payment and returns.

4. How do I know if the size of a product is available?
When you select a product, the sizes available are displayed under the name of the product.

5. Can I receive notices by emaile?
You can subscribe to our newsletter on our Sign Up page, which you will find on the top right corner of the homepage.

6. Can I unsubscribe from the newsletter?
You can unsubscribe at any time simply by clicking the link you find in the email you receive.

7. How can I contact the customer care service?
We are ready to help you at any time on number: +39/ 0733.790730 and or mail [email protected].

8.Do all Flower MOUNTAIN shops carry the same assortment of products?
No, the assortment may change from  shop to shop, depending on what the retailer wants  and chooses. Also remember that the shoes you find in a store may not be the same as those in our online shop on our website.

9.I have forgotten my password, how can I retrieve it?
Simply click on Forgotten your password? On our Sign in you will be given all the information you need to retrieve  and change your password.

10. Where do your products come from?
Flower MOUNTAIN shoes are produced and distributed by Falc S.p.A., a leading company in the footwear industry for more than 40 years whose head offices are in Civitanova Marche (Macerata, Italy). We own factories in Europe and Asia, to ensure greater production efficiency, and a high production level. The materials and manufacturing processes used for our Products undergo strict checks and comply with all the parameters set forth by law.

11. What do Flower Mountain shoe sizes correspond to?
European sizes are shown on our website. For more information see the size chart in the Size Guide on our website.

12. Where can I buy from?
Currently purchases are allowed only in Europe.

13.How long will it take for the shoes I order to reach me?
Delivery times may vary from 1 to 3 working days. Orders made before 2 p.m. are usually processed on the same day. As soon as the package is shipped you will receive a confirmation e- mail with the tracking link, to help you check the status of your shipment at any time.

14. Your customer service did not respond to my request, what can I do?
Our customer service is available from Monday to Friday from 08.30 a.m. to 12.30 p.m. and from 02.00 p.m. to 06.00 p.m.. If you have not  received an answer there may be a problem. We suggest trying again later.

15. I’ve bought the wrong item, what can I do?
Unfortunately once you confirm your order, you cannot change it. You can however cancel your order within one hour from confirmation. In this case,  we will arrange to refund the price paid right away.

16. Is it possible to change an item I bought on the online shop?
You may make another order and at the same time return the wrong item.

17. The shoe size is wrong. Can I change it?
At this time goods cannot be changed. You can however return the incorrect item within 30 days from the time you receive your order. In order to start the return procedure please contact our customer service, who will tell you what to do.
The parcel you rhave eceived contains the instructions for returning the product. The cost of returning your order will be at your expense.

18. I did not  receive the confirmation e-mail. How do I know if my order has been accepted?
Please call our customer service, which is available from Monday to Friday from 8.30 a.m. to 12.30 p.m. and from 02.00 p.m. to 06.00 p.m. If you prefer, you may send an e-mail to [email protected] indicating the order details.

19. How much will delivery cost me?
Delivery is free of charge throughout Europe.

20. Where will my order be sent?
The goods will be sent to the address you give us when you confirm your order.

21. What courier do you use for deliveries?
We use BRT for deliveries in Italy and UPS for deliveries  in Europe.

22. Can I check the status of my order during delivery?
When your parcel is shipped, you will  automatically receive an e-mail with the tracking number of your order. You may  use this to check the status of your shipment at any time.

23.  4 Days have passed since my order was shipped but I have not yet received the parcel.
Please contact our customer service.

24. I was not at home when the courier delivered my parcel and now my order is at the courier’s warehouse. What shall I do?
You may contact the customer service of UPS or BRT and arrange to collect your parcel, change the delivery date or the delivery address.

25. When I made my order I entered the wrong deliveryaddress, can I change it?
You may contact our customer service, or simply call the courier to give a different delivery address.

26. I made several orders on the same day, can I ask for a single delivery?
Yes, of course. Our logistic system will pack orders made on the same day together for delivery.

27. How can I cancel my order and how much time do I have to do it?
Orders are generally processed within 60 minutes from the time they are received. This means that you may cancel your order within one hour from confirmation. To cancel your order please contact our customer service who will tell you what to do.

28. How can I return my order?
The parcel conatins the instruction to return your order. For more information go to the Reso Facile page on our website.

29. How much time to I have to return my order?
You may return your order within 30 days from the date the courier makes delivery.

30. The items I received are not the same as those I ordered, what should I do?
Please contact our customer service, who will check your order and then authorise you to return the product and arrange refund.

31. How quickly will I get the refund?
It will take us from 1 to 15 days to arrange your refund, from the time your return is received by our warehouse. As soon as your return has been checked, we will arrange refund.

32. I would like to report a problem I had with your e- commerce, what should I do?
Our customer care is always happy to receive any suggestions you might want to make to improve our services, so please do not hestitate to contact us!