Not entirely satisfied with your purchase? If you’d like to return an item, see below for our frequently asked questions and answers.
We want you to truly adore you new Florence Store purchase.
If you would like to return full priced item(s) (this includes items on temporary promotions), you must Lodge a Return online within 10 days of delivery of your parcel. The returned items must be unworn, unwashed and in otherwise unused condition, with all original labels and tags attached. The return must be returned in original packaging. Returns will be issued to store credit only.
All sale items are final and cannot be returned, unless faulty.
Item(s) you plan to return, are required to be lodged online using our Returns Portal. Shipping costs for returns is at the customers expense, unless an item is faulty. Returns must be lodged at a Post Office within 10 days of receiving your return authorisation number.
You will be issued a Returns Authorisation Number to your email with instructions on how to send the parcel back. Returns not lodged online will be redirected back to you.
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 (ensuring this follows our return policy).
We are unable to hold items or exchange due to how quickly we sell through our products.
Under Australian Consumer Law we are not required to provide a refund if you change your mind or make the wrong selection. An item is faulty if it has arrived with a manufacturing defect. If an item fails to meet consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you’re entitled to will depend on whether the issue is major or minor.
If your item is faulty, please contact us here within 10 days of receiving your item(s) – we are not required to accept faulty returns after this.
Sorry to hear you have an item missing from your order – or maybe our team had a moment and sent you something wrong! We’re not proud of this human error, but they very very rarely happen!
Please contact us and provide as much information as possible so we can fix this straight away for you!
Please allow up to 2-5 business days for your return to be processed once your parcel is received at our PO Box. Return postage costs 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. 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.
After Pay purchases are treated the same as all other payment methods. Our return policy applies for After Pay purchases.