Refund policy

Last updated: October 2026

We want you to love what you ordered. Please read this policy before placing your order.

1. Request window

All return and exchange requests must be submitted within 7 days of the delivery date shown on your tracking.

2. Wrong, defective or damaged items

If we sent the wrong item, or your item arrived defective or damaged, we will offer a replacement or a full refund, including shipping costs. To help us verify the issue, please send us:

  • A continuous, unedited unboxing video, from opening the parcel until the item is fully shown
  • Clear photos of the issue, the item and the packaging
  • Your order number

Florenco covers the return shipping cost for approved claims in this category.

3. Size exchanges

You may exchange an item for a different size, subject to stock availability, if:

  • The item is unused, unwashed and unaltered, with all original hangtags attached
  • The request is made within 7 days of delivery

For size exchanges, the customer pays the shipping cost to send the item back to us and the shipping cost to send the new size. If the size you want is out of stock, we will offer store credit for the item value.

4. Items we cannot accept

  • Change-of-mind returns (refunds are not available, but size exchanges are, as above)
  • Items that have been worn, washed, altered or damaged after delivery
  • Items without their original hangtags
  • Requests made more than 7 days after delivery

If a returned item does not meet these conditions, we will contact you and send it back to you at your cost.

5. How to submit a request

Send your order number, the reason for your request and your photos or video through:

We reply within 2 business days and will guide you through the next steps. Please do not send items back before your request is approved.

6. Refunds

Approved refunds are issued to your original payment method within 7 business days after we receive and inspect the returned item. Your bank or payment provider may need additional time for the refund to appear in your account.

7. Your legal rights

This policy does not affect any rights you have under the consumer protection laws of your country.