Incorrect, missing or faulty item

If something isn’t right with your order, please follow the steps below so we can resolve it quickly.

Incorrect Items

If you received the wrong item, please lodge a return under “Incorrect Item” via our Returns Portal. A member of our Customer Care team will investigate and organise an appropriate resolution. Florence Store reserves the right to decide the outcome in this situation.

Missing Items

If an item is missing, please lodge a return under “Missing Item” via our Returns Portal. A member of our Customer Care team will investigate and organise an appropriate resolution. Florence Store reserves the right to decide the outcome in this situation.

Faulty Items

If an item is missing, please lodge a return under “Faulty” via our Returns Portal. AI will asses your item for a manufacturing fault, as a non-biased 3rd party. A member of our Customer Care team will investigate and organise an appropriate resolution if classified as a genuine manufacturing fault.

Items that fall under any of these categories, must be reported within 14 days of delivery through the appropriate reporting process as above. Reports made after this period may no longer be able to lodge a claim.