Refund policy

 

Returns & Refunds

At Florence Black, we want you to be completely happy with your purchase. If for any reason you are not satisfied, you may return your order within 21 days from the date of receipt, provided the return requirements below are met.


Return Requirements

To be eligible for a return:

  1. Items must be returned in their original condition, including all tags, packaging, and accessories.

  2. Items must be unworn, unused, and undamaged.

  3. Returns that do not meet these conditions cannot be accepted.


How to Return

  1. Visit the Returns Portal: https://returnsportal.co/r/florenceblack

  2. Enter your email address and order number.

  3. Follow the steps and select whether you would like a refund or exchange.

  4. Complete the process and acknowledge that a shipping fee will be deducted from your refund. You will receive your shipping label by email.

  5. Print your shipping label and commercial invoice and attach them securely to the outside of your package (covering the original label).

  6. Pack your items securely in the original order box.

  7. Drop off your parcel: 

    • UK returns: Royal Mail drop-off points (link)
    • International returns: FedEx drop-off points (link)
  9. Track your return using the tracking number on your shipping label. Once received and inspected, we will process your refund (minus shipping fee), exchange, or store credit. A confirmation email will be sent once completed.

Processing Time: Please allow up to 7 working days for returns to be processed. Processing may take longer during peak seasons or holidays.

Any unregistered items included in your return will not be processed.


Refunds

  1. Refunds will be issued to the original payment method (minus shipping fee).

  2. Shipping charges are non-refundable.

  3. Refunds normally take up to 10 working days to appear in your account, depending on your payment provider. Please allow up to 30 working days during holiday periods such as Black Friday & Christmas/New Years due to business closures & increased business activities.


Store Credit

  1. Customers opting for Store Credit receive an extra 15% added to the refund value.

  2. Store Credit will be sent via email once your return is processed and can be used exclusively on our website.

  3. International customers can also use Store Credit for exchanges.


Exchanges

  1. All items must pass inspection before exchanges are approved.

  2. UK customers: Free exchanges are available for a different size, colour, or product.

  3. International customers: Size, Colour or Product Exchanges: Original item returned at customer’s expense; Store Credit issued to place a new order for a new size, colour or product.

  4. If the new product costs more than the original, the difference must be paid by the customer.


Important Information

  1. Every item is carefully inspected by our Quality Control team before dispatch to ensure it is free from defects or damage.

  2. In the rare event you receive a damaged or faulty item, the return postage fee will be refunded.

  3. Gold Tier members should contact Customer Service to arrange their free return