Do you have a question or need assistance?
We invite you to first review our Frequently Asked Questions (FAQ), available just below on this same page, where you may find the answer you're looking for.
If you still cannot find the information you need, please feel free to contact us. Our Customer Support team will be happy to assist you with any inquiry.
Shipping & Delivery
How long does it take for my order to arrive?
We process your order within 1 to 3 business days and ship it free of charge with a tracking number to all of Spain. Delivery time is 6 to 9 business days, so the total estimated time from purchase to arrival is 9 to 13 days.
How can I track my order?
Once your order has been shipped, you will receive an email with the tracking number and a link so you can check the delivery status at any time.
DELIVERY TIMES & CONDITIONS
Please note that orders cannot be cancelled, as they are automatically processed and prepared for shipment 24 hours a day. In some cases, the order may be handled and dispatched in less than 24 to 48 hours, so cancellation is not always possible in time.
Returns & Exchanges
What is the return period?
We offer a 30-day money-back guarantee from the moment you receive your package, ensuring easy returns and exchanges. Returns outside this period may not be accepted.
How can I start a return?
To start a return, please first review our Returns & Exchanges Policy and follow the form or instructions provided there. This will ensure your request is processed quickly and without issues.
What should I do if my order was not received due to shipping problems?
If your order was lost during transit and never arrived, please contact our customer service team. We will investigate the issue with the courier and help you find the best solution.
Sizes, Colors & Garment Care
WHERE CAN I FIND THE SIZE GUIDE?
Each product includes its own size guide on the product page. Next to the size selection, you will see a button that says “SIZE GUIDE”. Click it to view the detailed measurements and choose the correct size.
ARE THE COLOR TONES ACCURATE?
We do our best to ensure that photos accurately reflect each garment’s color, but slight variations may occur depending on lighting or your device’s screen.
HOW SHOULD I WASH MY CLOTHES?
It is recommended to hand wash garments in cold water or, if using a washing machine, select a delicate cycle. Avoid tumble drying and always iron at low temperature. For best results, always follow the care instructions on each garment’s label.
General Questions
Where are you located?
Our clothing is designed exclusively for Paloma Alomar in Barcelona. We sell exclusively online and currently only ship within Spain.
How do I know my purchase is secure?
All transactions are protected using encryption systems and secure payment gateways.
Are taxes included in the prices?
Yes, all prices displayed on our website include the applicable taxes.
How can I hear about new collections or promotions?
You can subscribe to our newsletter or follow us on Instagram and Facebook to stay up to date with all our latest news.
Didn’t find what you were looking for? Need help?
Fill out the form below to receive assistance.
If you experience any issues, you can also email us at: support@florence-london.uk
Customer Service Hours
Monday to Friday: 9:00 AM – 6:00 PM
Saturday and Sunday: 9:00 AM – 12:00 PM
Response Time
Our goal is to reply within 24 to 48 hours.
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