Returns

RETURN POLICY

We hope that you love your Florentina garment, however if it’s not quite right for you, we have a returns exchange policy in place that can assist.
You are welcome to return your order within 7 days of the delivery date, subject to the Returns Criteria outlined below.

For your return to be accepted, all items must be:

  • Returned in original, saleable condition. They must be unworn, unwashed,unaltered and unused.
  • Items (s) must have all tags still attached, with all accessories and original packaging included in the parcel
 

RETURN PROCESS

To begin the return process, please contact us via email upon receiving your garment for an exchange or store credit. We do not refund.
 All item (s)  must be initiated via email and returned within 7 days upon receiving your delivery. 
• we do not accept returns that are initiated outside of the 7 day return time frame. 
• If you email our customer service team and initiate the return within the 7 day time frame and the parcel is sent outside of the 7 day time frame, the return will not be accepted. 
• If you choose to send back the item (s) via your own courier, you are responsible in ensuring it is safely returned to us. 
• Exchanges will be sent back to you, with the original shipping fee being charged, when your initial purchase was made. 

 

PRE ORDER AND CUSTOM ORDERS

Custom orders cannot be returned for exchange or store credit.
Pre order items are eligible for exchange or store credit within 7 business days of receiving your delivery.

Pre order items cannot be exchanged or given a store credit, prior to delivery. 
Pre order items cannot be cancelled after the order is placed.
Sale items are a final sale and cannot be returned.

FAULTY ITEMS

If you have received a faulty item, please contact our Customer Care team at email contact@florentinaofficial.com with the following information:

  • Your order number
  • Images that clearly outlines the fault
Once we accept the images and initiate for the item (s) to be returned to us. We will inspect the item and check for a manufacturing fault. If the item is deemed faulty due to manufacturing. We will initiate a remedy with the customer. 
If the item is not deemed faulty due to a manufacturing fault. 
The item will be returned to you, at no extra charge. 

CLEANING FAULTS

  • Each garment has a care label attached which provides the correct cleaning instructions. When followed correctly, a garments original quality should be sustained.
  • When in doubt, please email us for any questions or queries.
  • Florentina will not be held liable for any damage which has been caused to your garment by a third-party dry-cleaning company. We recommend using a highly reputable dry cleaner that specialises in bridal, evening-wear only, delicate fabrics or embroideries.
 
For any other questions or queries please email our customer service team.