Refund policy
REFUND POLICY
Important note: Delivery is free on all orders. However, we do not offer free returns — return shipping costs are the customer's responsibility, except where the goods are faulty, damaged, or not as described.
Customs and import charges on returns: We do not charge customs duties or import charges on incoming orders. However, because returned items are shipped back to our overseas warehouse, the return parcel may be subject to customs duties, import charges, or handling fees imposed by the destination country. Where applicable, these charges are the customer's responsibility and are separate from, and in addition to, the return shipping cost itself.
Can I return my order?
Yes. You can return most items within 30 days of receiving them, provided the following conditions are met:
- The item is returned in its original condition, including all parts, components, and packaging as received.
- The item shows only signs of normal handling — returns will not be accepted where damage results from negligence, misuse, or excessive wear.
- Products related to hygiene (e.g. earrings, swimwear) must be returned unused, with any hygiene seal intact.
- The customer is responsible for the cost of return shipping, unless the item arrived faulty, damaged, or significantly not as described, in which case we will cover reasonable return costs in accordance with the Consumer Rights Act 2015.
Item condition requirements
To be accepted for a refund or exchange, returned items must be:
- Unworn, unwashed, and unused, with no signs of wear, marking, odour, or alteration;
- Returned in their original packaging, with all tags and labels attached; and
- Free from damage not present at the time of delivery.
Missing tags or original packaging: If an item is returned without its original tags and/or packaging, but otherwise meets the conditions above, we reserve the right to deduct £5 from your refund to cover repackaging and reprocessing costs, rather than refusing the return outright.
Items not meeting these conditions: If a returned item shows clear signs of wear, damage, or use beyond what is necessary to inspect it, we reserve the right to refuse the refund and send the item back to you at your own cost, or, at our discretion, apply a partial refund reflecting the reduction in the item's value. This does not affect your statutory rights where the item was faulty, damaged in transit, or not as described on delivery.
Once we receive and inspect your return, we will confirm whether it meets the above conditions within 7 working days, and process any refund due.
We reserve the right to refuse a returned item, or to make a deduction from the refund, where there is evidence of use, damage, or missing components not attributable to us.
How do I return my order?
-
Email us at support@florencecambridge.uk with:
- Your order number
- Reason for return
- A photo of the product (if damaged, faulty, or not as described)
- Your full name and address
-
Do not send the item back before contacting us. Because our returns are processed through our fulfilment warehouse in China, we will confirm the correct return address with you after reviewing your request. Items sent to any other address may be delayed or lost, and we cannot be held responsible in that case.
-
Once your return is approved, post the item to the confirmed address. We recommend using a tracked shipping service and keeping proof of postage, as you remain responsible for the parcel until it is received by us. Please note that customs duties or import charges may apply to the return shipment (see note above) and are payable by the customer where levied.
Cancellation Policy (Right of Withdrawal)
If you are a consumer (not purchasing in the course of a business), you have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your right to cancel
You may cancel your contract with us at any time within 14 days, beginning the day after you (or someone you nominate) receives the last item in your order. We extend this window to 30 calendar days as a matter of goodwill.
Because orders are processed and dispatched quickly from our supplier, we are usually unable to intercept or cancel an order once it has been fulfilled (i.e. once it has been processed and handed over for dispatch, whether or not tracking has yet updated). If you wish to cancel after your order has been fulfilled, you will need to wait for the parcel to arrive and then follow the return procedure above. You are welcome to notify us of your intention to cancel in the meantime.
How to cancel
Send us a clear, written notice of cancellation by email to support@florencecambridge.uk, including your order number.
Where the order has already been dispatched, cancellation will only take effect once we have received the returned goods, or you have provided satisfactory proof that the goods have been sent back to us.
Refunds after cancellation
Where you validly cancel under this section, we will refund:
- the price paid for the goods; and
- the standard delivery cost you paid (if any) — note that as we offer free delivery, this will typically be £0.
We are not required to refund the cost of returning the goods to us; this is borne by the customer, except where the goods are faulty or not as described.
Refunds are issued to your original payment method within 14 days of receiving the returned goods (or evidence of return), and in any event no later than 30 days from your cancellation notice.
To speed up processing, please provide proof of postage for your return where possible.
Failed deliveries, wrong addresses, and rejected orders
Please double-check your delivery address at checkout. We are not able to correct or verify address details after an order has been placed and dispatched.
We do not offer a refund or free re-delivery where:
- an order cannot be delivered, or is returned to us, because the address or contact information provided was incomplete, incorrect, or out of date;
- the courier attempts delivery and this fails due to the customer being unavailable, unreachable, or unwilling to accept the parcel, after reasonable attempts have been made; or
- an order is refused or rejected at the point of delivery for reasons unrelated to the item being faulty, damaged, or not as described.
In these cases, if the parcel is returned to our warehouse, we will deduct the cost of the failed delivery attempt and return shipping from any refund issued, and will only refund the remaining balance, if any. Re-shipment to a corrected address, if offered, will be at the customer's expense.
This does not affect your statutory rights where goods are faulty, damaged in transit, or not as described.
Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or different from what you ordered, please contact us within a reasonable time at support@florencecambridge.uk with photos and your order number. In these cases, we will cover return shipping costs and offer a full refund or replacement, in line with the Consumer Rights Act 2015.
Refund method and timing
All refunds are issued to the original payment method used for purchase. Please allow up to 30 days from receipt of the returned item for the refund to be processed and reflected in your account, though most are completed sooner.