We have a 14-day return policy, which means you have 14 days after receiving your item to ensure your order is delivered back to us. Items that are delivered after this period may be refused and returned to you if no prior notice is made.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

You can always contact us for any return question at Florentincollection@gmail.com

Exchange & Returns process

To exchange or return your items, please ensure that you have adhered to the policy to ensure your order qualifies for an exchange or refund. If you order qualifies, please fill out the returns form provided in full detail, stating your order number, your request, and the item(s) in question. 

RETURNS STEP BY STEP PROCEDURE:

1) Inside of your order you will find a returns form on the opposite side of the order invoice. Fill this form out in full detail, including:

• Your order number, for example #1652682
• The item(s) you are returning
• Exchange, refund, or store voucher
• Reason for returning

2) Ensure items are in an unworn and unused condition, with original tags intact. Items may be refused if this is not adhered to.

3) Securely package the items up in a mail bag or box, with the returns form enclosed inside.

4) Organise shipping back to the returns address. We do not cover the cost of shipping items back to us and this must be covered by the customer.

5) Returns address:

 

We highly advise that your parcel is sent back on a tracked service to ensure your return is delivered safely and securely. We can not be held responsible for any missing items or a missing parcel. This is the duty and full responsibility of the customer.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You must contact us immediately when receiving your goods to claim for a faulted or damaged item.

Order cancellations

Cancellation Policy:

Any order cancellations must be submitted within 24 hours of placing the order. Regrettably, due to our fulfilment processes with our fulfilment partner, we are unable to accommodate cancellations outside of this specified time frame. 

Order cancellations must be requested within 24 hours of being place and we cannot be held accountable for cancellations beyond this point. You reserve the right to return your order within 14 days of it being delivered to you.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Sale items and Gift Cards

Unfortunately, we cannot accept returns on sale items or gift cards. Items returned that are purchased from a sale or during a sale events will be given an exchange or store voucher. By ordering, you acknowledge and accept these terms and conditions.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item or request an exchange. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. This may take up to 14 business days. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.