Return & Refund Policy
At Florent London, we want you to be happy with your purchase. If something is not right, you may request a return in accordance with this policy.
1. Your Right to Return
You have 14 days from the date you receive your order to notify us that you wish to return an item.
To be eligible for a return, items must be returned in their original condition: unworn, unused, unwashed, unaltered, with all original tags attached and, where possible, in the original packaging. Please keep your proof of purchase or order number.
For hygiene reasons, we cannot accept returns of items where hygiene seals have been removed or where an item has been worn, damaged, washed, altered, or is no longer suitable for resale.
2. How to Request a Return
To request a return, please email us at info@florentlondon.co.uk with your order number, full name, the item(s) you wish to return, and the reason for your return.
Please do not send items back without first contacting us and receiving return instructions. Returns sent without approval may not be accepted.
Once your request is approved, we will provide instructions on how and where to return your parcel.
3. Return Postage
Unless an item is faulty, damaged, or incorrect, customers are responsible for the cost of returning items to us. We recommend using a tracked service and keeping proof of postage, as the item remains your responsibility until it reaches us.
For UK returns, a return-label fee of £3.99 may be deducted from your refund where we provide a prepaid return label.
If you return an item from outside the UK, you are responsible for arranging and paying for the return shipping. Any customs charges, duties, or fees incurred when returning an item may be deducted from your refund where applicable.
4. Faulty, Damaged, or Incorrect Items
Please inspect your order when it arrives. If you receive an item that is faulty, damaged, or incorrect, contact us as soon as possible at info@florentlondon.co.uk, including your order number and clear photographs of the issue.
Where an item is confirmed as faulty, damaged, or incorrect, we will arrange an appropriate solution, which may include a replacement, repair, or refund. Your reasonable return costs will be covered where applicable.
5. Exchanges
We may offer exchanges subject to stock availability. To request an exchange, please contact us within 14 days of receiving your order.
The fastest way to receive a different size or style may be to return the unwanted item for a refund and place a new order. Replacement items will only be dispatched once the returned item has been received and approved.
6. Non-Returnable Items
The following items may not be returned unless they are faulty, damaged, or incorrect:
- Items marked as final sale or non-returnable at the time of purchase
- Gift cards
- Personalised or made-to-order items
- Items that have been worn, washed, altered, damaged, or returned without original tags
- Items returned outside the applicable return period without prior agreement
Sale items may only be returned where this is clearly stated at the time of purchase. This does not affect your legal rights if an item is faulty, damaged, or not as described.
7. Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be made to the original payment method within 10 working days. Your bank or card provider may take additional time to show the refund in your account.
Original delivery charges are not normally refundable unless required by law or where the item was faulty, damaged, or incorrect.
8. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
9. Contact Us
For help with a return, refund, exchange, or damaged item, please contact:
Florent London
Email: info@florentlondon.co.uk