Payment Issues

Why did my payment fail? I used a Credit Card.

The failure could be due to several reasons:

  1. 3DS authentication failed: Contact your bank to ensure the correct 3D authentication is completed before trying the payment again.
  2. Payment limit exceeded: Check with your bank to confirm if your card has a payment limit or if any restrictions are in place.
  3. Insufficient balance: Ensure there are sufficient funds in your account for the transaction.

For any other issues, feel free to reach out to us, and we’ll be happy to assist.

Do I have to pay via PayPal?

No, you can choose between PayPal or Credit Card. Simply provide your shipping details during checkout, and then select your preferred payment method.

What should I do if I cannot check out successfully?

If you’re facing issues, please contact us at info@flotonled.com. Our support team is ready to assist you.

Shipment Issues

Do you ship from the EU or China? Is there an EU plug?

We ship from our warehouse in Germany. All products are shipped from the EU, so there are no customs fees. For customers in the EU (including Ireland), your order will be shipped with an EU plug.

How long will it take to receive my package after placing an order?

In most cases, products in stock are shipped within 1-3 business days after payment is received.

  • Germany: 2-5 business days
  • EU: 2-7 business days
How do I track my package?

You can track your package through your account if you’ve registered on our website. You will also receive an email with a tracking number once your order has been shipped.

Do you ship to my country?

We ship to most European countries, including:

Germany, UK, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Romania, Poland, Portugal, Russia, Slovakia, Slovenia, Spain, Sweden, and Switzerland.

For some restricted areas, please refer to our shipping policy.

When will an out-of-stock product be available again?

We are working to replenish our out-of-stock products as quickly as possible, with most items restocked within 4-5 weeks. Customer service cannot provide an exact restock date, but we encourage you to subscribe to restock notifications on the product page or check other sales channels for availability.

Order Issues

How do I cancel or change my order?

If your order has not been paid yet, you can simply remove the item from your cart. If you’ve already made the payment, please contact info@flotonled.com as soon as possible. Once your order has shipped, we cannot change or cancel it.

How do I check the status of my order?

You can check the status of your order by logging into your account. The available order statuses are:

  • Processing
  • Pending
  • Complete
  • Closed
What should I do if my package shows as delivered but I haven’t received it?

If the tracking status shows “Delivered” but you haven’t received your package, please contact info@flotonled.com immediately. Our customer service team will guide you through the next steps and help resolve the issue.