Not entirely satisfied with your purchase? If you’d like to return an item, see below for our frequently asked questions and answers.
If you have a change of mind, or you’re not entirely satisfied – You have 7 days from the day your receive your parcel to Request a Return.
Full priced items (including items on temporary promotion) must be returned in original condition (without marks, stains or smells) in original packaging with tags and labels attached. Items can be returned for a store credit only.
All sale items are final and cannot be returned, unless faulty.
We only accept returned item(s) that have been lodged online using our Returns Portal. Returns not lodged online will be redirected back to you. Return postage is the responsibility of the customer.
You will be issued a Returns Authorisation Number to your email with instructions on how to send the parcel back. Items need to be received by our distribution centre within 10 days of receiving your Return Authorisation Number. Returns outside of this time frame will be returned to the customer and not accepted.
Exchanges are not available as a return option. If you need to return something for a different size or style – request a return and you will be able to use your store credit to purchase the correct size.
We are unable to exchange due to how quickly we sell through our products.
We aim to provide our customers with products of the highest quality. To report a fault in an item please contact us as soon as you recognise a fault.
An item is faulty if it has arrived with a manufacturing defect. All faulty items that are returned will be replaced or refunded to the same payment method used when originally purchased.
An item is not faulty if it does not fit or you have changed your mind. We do not offer full refunds for change of mind purchases.
Sorry to hear you haven’t received a part of your order!
Please contact us here. Provide as much information as possible so we can fix this straight away for you!
We understand online shopping can be difficult so we do our best to provide clear photographs and offer accurate size measurements and descriptions.
Due to variations in screen colour settings on computers and mobile devices some colour discrepancies will occur. If you have a change of mind, or you’re not entirely satisfied – we’re happy to accept returns. See above for our return policy. Request a Return
Please allow up to 3 business days for your return to be processed once your parcel is received. Return postage is the responsibility of the customer.
Your store credit will then be emailed to the same purchasing email address (if you don’t receive check promotions/junk folders). Your store credit will be for the original purchase amount. Store credits have no expiry.
Shipping costs are not returned. We do not offer refunds for change of mind returns.
On completion of your return a store credit will be emailed. When purchasing, store credits can only be used with the email they are sent to.
Store credits need to be entered in the area provided during the shopping cart or the checkout. Store credits cannot be applied to previous orders. Florence Store is not obliged to refund or reimburse a store credit amount on any prior order placed.
Please treat store credits like cash. If you have lost, or have not received your store credit please request this information promptly. We are unable to access store credit data that is older than 6 months. Store credits processed from 9/04/2021 will have 6 month expiry.