Return and refund policy
Return and Refund Policy
Return Policy
We offer a 30-day return policy, meaning you have 30 days from receiving your order to request a return.
Your Statutory Rights
This policy does not affect your statutory rights under UK consumer law. If your item is faulty, damaged, or significantly different from its description, you are entitled to a repair, replacement, or refund, regardless of our 30-day policy.
Eligibility for Returns
To be eligible for a return, your item must be in the same condition as when you received it—unworn, unused, with tags attached, and in its original packaging. Proof of purchase or receipt is required.
Please note, returns are not accepted for reasons such as size, style preference, fit, material preference (if accurately described), or simply if the item is "not what you expected," provided it matches the product description.
For change-of-mind returns:
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Items must be shipped back to our designated processing centre.
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Customers are responsible for return postage costs.
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Returns will be eligible for store credit only.
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Any applicable customs fees will be deducted.
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Processing takes approximately 10-14 working days.
To initiate a return, please contact us at support@florenceandmae-london.co.uk. If your return request is approved, you'll receive detailed instructions on returning your item. Please note, items returned without prior approval will not be accepted.
For any return-related queries, please reach out to support@florenceandmae-london.co.uk.
Damages and Issues
Please inspect your order promptly upon arrival. If the item is defective, damaged, or incorrect, contact us immediately so we can rectify the issue quickly.
Exceptions / Non-Returnable Items
Unfortunately, we do not accept returns on sale items or gift cards. Sale items are considered final unless faulty, damaged, or significantly different from their description.
Exchanges
To expedite an exchange, return the original item first. Once your return is approved, you can place a new order for the desired replacement item.
Refunds
We will notify you upon receiving and inspecting your returned item, informing you if your refund is approved. If approved, you'll receive store credit for change-of-mind returns or a refund via your original payment method for items covered by your statutory rights within 10-14 working days. Please allow additional time for your bank or credit card provider to process the refund.
If more than 15 working days have passed since your refund was approved, please contact us at support@florenceandmae-london.co.uk.