FAQ

Question 1

What are the regular opening hours?

Accepted Answer

The Village is generally open daily from 10:00 to 21:00 (hours may vary by location). For confirmation of daily hours, please contact the Customer Service Center.

Question 2

Is the Village open during public holidays or adverse weather?

Accepted Answer

The Village is usually open during public holidays and most festive periods. In case of extreme weather or special circumstances, operating hours may be adjusted. Please refer to information released by the Customer Service Center.

Question 3

Is a reservation required prior to visiting?

Accepted Answer

No reservation is required. The Village is an open-access retail destination.

Question 4

How can I get to the Village and is parking available?

Accepted Answer

The Village can be accessed via public transportation or private car. Shuttle services may be available in certain cities during specific time periods. For details, please contact the Customer Service Center.
On-site parking is available with guidance signage. Members may enjoy parking privileges or preferential policies based on their membership tier. Details are available on-site, via the WeChat Mini Program “Florentia Village Outlets GO+ Mini Program,” or through the Customer Service Center.

Question 5

How can I better plan my shopping trip?

Accepted Answer

You may visit the official website, WeChat Official Account “Florentia Village,” or the Mini Program “Florentia Village Outlets GO+ Mini Program” to browse brand information, event updates, and maps for trip planning.

Question 6

Is the Village suitable for families?

Accepted Answer

Yes. The Village features a spacious layout and clear navigation, making it suitable for family visits. For special needs, please contact the Customer Service Center.

Question 7

Are discounts available long-term? Do all brands participate?

Accepted Answer

The Village offers regular discounts as well as limited-time and seasonal promotions. Participating brands and discount levels vary depending on campaign arrangements. Please consult brand stores or the Customer Service Center for details.

Question 8

Are all sizes available?

Accepted Answer

Size availability varies by brand, style, season, and inventory. Please refer to in-store availability or contact the Customer Service Center.

Question 9

Can discounted items be returned or exchanged? Is proof of purchase required?

Accepted Answer

Return and exchange policies are subject to individual store regulations. Certain promotional items may have restrictions. Please retain receipts or electronic vouchers.

Question 10

How can I obtain an invoice after shopping?

Accepted Answer

Invoices can be requested in-store or via the Customer Service Center. E-invoices can also be issued through the WeChat Mini Program “Florentia Village Outlets GO+ Mini Program,” including mall and assisted purchase orders.

Question 11

What if I have many items after shopping?

Accepted Answer

Same-day storage service is available for a hands-free shopping experience. Members may enjoy storage-related conveniences based on their membership tier.
Storage service does not accept food, valuables, or hazardous items. The Village will take reasonable care of stored items; however, it shall not be liable for any loss caused by force majeure events (including earthquakes, floods, typhoons), or due to customer-related reasons such as inaccurate information, self-retrieval, or undeclared items.
For detailed rules, please contact the Customer Service Center.

Question 12

What shopping benefits do members enjoy?

Accepted Answer

Members can accumulate points, participate in redemption programs, and enjoy selected exclusive activities via the WeChat Mini Program “Florentia Village Outlets GO+ Mini Program.”

Question 13

What types of promotions are available?

Accepted Answer

Promotions include brand discounts, holiday offers, member-exclusive deals, coupons, and redemption vouchers. Some brands may also offer flash sales or threshold discounts.

Question 14

What member or festive benefits are available?

Accepted Answer

Members enjoy exclusive discounts, points redemption, and selected brand activities. Additional offers may be introduced during holidays or special events. Please follow the WeChat Mini Program “Florentia Village Outlets GO+ Mini Program” or official account for updates.

Question 15

How can I obtain and use coupons or vouchers?

Accepted Answer

Coupons are available via the WeChat Mini Program “Florentia Village Outlets GO+ Mini Program,” brand stores, or the Customer Service Center. Please review applicable scope, validity, and terms before use.

Question 16

Can coupons be combined with brand discounts?

Accepted Answer

This depends on brand-specific promotion rules. Please refer to the Mini Program or consult store staff.

Question 17

Are maps and directions available?

Accepted Answer

Yes. On-site signage is available, and digital maps can be accessed via the WeChat Mini Program “Florentia Village Outlets GO+ Mini Program.”

Question 18

Are there both indoor and outdoor areas?

Accepted Answer

Yes. The Village combines outdoor streets with indoor spaces.

Question 19

What facilities and services are available?

Accepted Answer

Facilities include rest areas, storage services, wheelchairs, strollers, Wi-Fi, and umbrella rental. For details, please contact the Customer Service Center.

Question 20

Are pets allowed?

Accepted Answer

The Village is pet-friendly. Visitors may bring pets and can reserve pet strollers and leashes via the WeChat Mini Program “Florentia Village Outlets GO+ Mini Program.” Entry to individual stores is subject to their policies.

Question 21

Where can I seek assistance?

Accepted Answer

Please contact the Customer Service Center.

Question 22

What payment methods are supported?

Accepted Answer

Stores accept cash, bank cards, and selected mobile payments such as WeChat Pay and Alipay. For international cards or other methods, please confirm with stores in advance or consult the Customer Service Center.

Question 23

How are payment issues or tax refund handled?

Accepted Answer

For payment issues or tax refund inquiries, please contact the Customer Service Center.

Question 24

Is commercial filming or livestreaming allowed?

Accepted Answer

Prior application and approval from the Village are required.

Question 25

Are there restricted filming areas?

Accepted Answer

Certain stores or event areas may restrict filming. Please follow on-site signage or staff instructions.

Question 26

Are multilingual services available?

Accepted Answer

Basic Chinese and English assistance is available. For further support, please contact the Customer Service Center.

Question 27

How can I get the latest updates, announcements, or brand information?

Accepted Answer

Please refer to the official website, WeChat Official Account “Florentia Village,” or the WeChat Mini Program “Florentia Village Outlets GO+ Mini Program” for the latest updates.