Returns & Exchanges
Easy 30-Day Returns
At Florence London, we want you to fall in love with your purchase. If for any reason you are not satisfied, we offer a simple and hassle-free return process.
Return Policy Summary
- Return period: you have 30 calendar days from the date you receive your order to return any items.
- Product condition: items must be unused, in their original condition, and with original packaging and tags.
- Easy returns: our customer support team will assist you throughout the entire return process.
Return Costs
- For defective products: no cost for the customer. This applies when the item is incorrect, arrives damaged by the carrier, or has a manufacturing defect.
- For customer remorse (change of mind): the customer will cover the return shipping cost. This includes cases where the item is not suitable, does not fit, or is no longer wanted. Original shipping costs are non-refundable.
How to Return an Item
- Contact us: send an email to including your order number and the reason for the return.
- Prepare the package: securely repackage the item in its original packaging, including all accessories, tags, and documents.
- Ship it: drop the package off at the nearest courier service following the instructions you will receive in your return authorization email.
Refund Process
- Inspection: once we receive your return, we will inspect the item to confirm that it meets our policy requirements.
- Shipping costs: return shipping costs are the responsibility of the customer. The return must be sent via registered mail with delivery confirmation and a tracking number. This is required to ensure proper tracking and receipt of the package.
- Refund: after inspection, we will process your refund. It typically takes between 5 and 7 business days to appear in your original payment method, depending on your bank or payment provider.
Exchanges
Need to change a size, color, or product? No problem! Contact us and we’ll help you complete the exchange quickly and easily.
Non-Returnable Items
For hygiene and safety reasons, some products cannot be returned. These items will be clearly marked as “non-returnable” in the product description.
Need More Information?
Visit our Frequently Asked Questions page or contact our customer support team.
Contact Information:
Store name: Florence London
Address: Unit 4, Leyton Industrial Village,
Argall Avenue, London, E10 7QP, United Kingdom
Email: support@florence-london.uk
Phone: +44 20 3916 5674
Customer Service Hours: Monday to Friday, 9:00 to 17:00 (CET)
We respond to all emails within 1–2 business days.