Manage Return
From time to time, you may need to return an item. We’ve made this easy through our online returns platform, with each return checked on arrival at our warehouse.
Returns
We hope you love your new purchase. If something isn’t quite right, you may lodge a return request for change of mind, fit, style, or simply if the item isn’t what you expected.
Returns must be lodged online within 14 days of delivery (including the delivery day). All returns are assessed and processed at our warehouse in line with our return guidelines. Once finalised, store vouchers are issued for returns.
Items purchased during a promotion or with a discount remain eligible for return under our standard policy. Please note, we’re unable to offer exchanges, and sale items are final sale.
Return Guidelines
1. Find your order number
Locate your 6-digit order number in your email confirmation, SMS texts, or Florence Store account.
It will look something like 9xxxxx or 1000xxx
2. Lodge your return online
We allow one return request per order. All items you wish to return from the same order must be included in that return request. Generate the return reference and address when you return is lodged.
3. Prepare your return
Items need to come back to us the same way they were received — folded as received, in original condition, with tags attached, and inside the clear product packaging. Returns must also be free from makeup marks, fragrances, or any signs of wear. Nothing should be taped or attached directly to the clear product packaging.
4. Post your return
Follow the return instructions provided in your confirmation email and send your return to our Brisbane, QLD warehouse within 7 days of lodging your return online. Return shipping is at the customer’s expense.
Please note: Returns not lodged through our returns system will not be accepted and will be returned to sender (RTS).