I’ve sent my return — what happens next

All return updates are visible in the Return Portal.
Our Customer Care team can see the exact same status as you.

Once your return is processed by our Returns Team, you’ll be notified by email — at the same time the status updates on our end.

Step 1 — Check Your Tracking

Before anything else, please check your Australia Post tracking to confirm:

• Has your parcel been delivered to our PO Box?
• What was the delivery date and time?

Step 2 — Collection

• Parcels delivered before 7am are collected the same business day
• Parcels delivered after 7am are collected the next business day
• Some parcels may continue to show “awaiting collection” — this is due to Australia Post delays in updating the tracking status.

Step 3 — Received & Processing

• Once collected, returns take up to 5 business days (Mon–Fri, excluding Brisbane public holidays) to be:

  • Received
  • Checked
  • Assessed against our return conditions

Step 4 — Resolved

• Your Return Status Link will update
• Approved returns trigger two emails (check spam/promotions):

  1. Return completion confirmation
  2. Store voucher email

• Returns that don’t meet conditions will be rejected and you’ll be notified

Important Policy Notes

• Returns outside policy are sent back to sender
• Unbooked returns (not lodged via the portal) are automatically returned without notice
• All return communication is handled via the return portal

🔗 Track your return anytime: https://florencestore.returnscenter.com