Refund policy

Return & Refund Policy – Florencia Melbourne

Welcome to Florencia’s Return & Refund Policy.

We want your shopping experience to be clear and straightforward. If you are not completely satisfied with your purchase, you may request a return or exchange in accordance with the conditions below.

If you have any questions after reading this policy, please contact us at:

support@florencia-melbourne.com

1. 30-Day Return Window

We offer a 30-day return policy, which means you may request a return or exchange within 30 days after receiving your order.

After this 30-day period, we may unfortunately be unable to accept your return or exchange request.

We accept returns for both defective and non-defective products, provided the conditions in this policy are met.

To be eligible for a return or exchange, the item must be:

  • unused, unworn, and unwashed;

  • in its original condition;

  • returned with tags, labels, and original packaging, where applicable;

  • accompanied by your order number or proof of purchase.

Items that show signs of use, washing, damage, stains, or alteration by the customer may be refused or only partially refunded, depending on their condition.

2. Order Cancellations

Orders may be cancelled within 24 hours after being placed, provided that the order has not yet been processed, packed, or shipped.

To request a cancellation, please contact us as soon as possible at:

support@florencia-melbourne.com

Please include your order number in your message.

If the order has already been processed or shipped, cancellation may no longer be possible. In that case, you may request a return after receiving the product, in accordance with this policy.

3. How to Request a Return or Exchange

To request a return or exchange, please contact us at:

support@florencia-melbourne.com

Please use the following subject line where possible:

Return [order number] + [name]

In your email, please include:

  • your order number;

  • your full name;

  • the item or items you wish to return or exchange;

  • whether you would like a return or exchange;

  • the reason for your request.

Our customer support team will review your request and provide return instructions if your request is approved.

Please do not send any item back before receiving return instructions from us. Items returned without prior approval may not be accepted.

4. Return Address and Return Shipping Costs

Returns must be sent only to the exact return address provided by our customer support team by email.

Our return warehouse is located in China. You will receive the exact return address by email after your return request has been reviewed and approved.

For change-of-mind returns, return shipping costs to our return warehouse in China are the responsibility of the customer.

International return shipping may involve higher costs than domestic shipping. We recommend checking the exact cost with your local postal service or courier before sending your return.

Return shipping costs are non-refundable, unless the return is due to a defective product, damaged item, incorrect item, or an error on our side.

We do not provide prepaid return labels for change-of-mind returns.

We recommend using a tracked shipping method and sharing the tracking number with us by email. We are not responsible for returns that are lost or damaged in transit.

5. Refunds

Refunds are processed after the returned item has been received, inspected, and approved.

Once approved, your refund will usually be processed within 14 days.

The refund will be issued using the same payment method used for the original purchase, unless otherwise agreed.

Please note that your bank, card provider, or payment provider may need additional time to make the refund visible in your account.

Original shipping costs, if any, are non-refundable unless the return is due to a defective product, damaged item, incorrect item, or an error on our side.

6. Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact us at:

support@florencia-melbourne.com

Exchanges are subject to product availability.

If the requested exchange item is unavailable, we may offer an alternative product, a refund, or another suitable solution.

For change-of-mind exchanges, return shipping costs are the responsibility of the customer.

7. Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery

Please include:

  • your order number;

  • a clear description of the issue;

  • clear photos or videos showing the damage, defect, or incorrect item;

  • photos of the packaging if the item arrived damaged.

The best photos are taken on a flat, well-lit surface where the issue is clearly visible.

Our customer support team will review the issue and offer an appropriate solution, such as a replacement, reshipment, refund, or another suitable remedy.

Please do not return damaged, defective, or incorrect items before contacting us and receiving instructions.

8. Uncollected or Undeliverable Packages

If a package cannot be delivered or is not collected by the customer, it may be transferred to a local pickup point, post office, or handled according to the carrier’s procedures.

The customer is responsible for tracking the shipment and collecting the package within the carrier’s holding period.

If the package is returned, destroyed, lost, or cannot be recovered because it was not collected on time, the order may not be eligible for a refund.

9. Return Exclusions

For health, hygiene, and safety reasons, some products cannot be returned or exchanged once opened, used, worn, or removed from their original sealed packaging.

This includes, but is not limited to:

  • underwear and intimate apparel;

  • personal care products;

  • beauty or cosmetic products;

  • oral care products;

  • perishable goods;

  • personalised or made-to-order products;

  • hazardous materials, flammable liquids, or gases;

  • electronic or battery-powered products once used, unless the product is defective, damaged upon arrival, incorrect, or where applicable consumer protection laws require otherwise.

These exclusions do not apply if the product is defective, damaged, incorrect, or where applicable consumer protection laws require otherwise.

10. Non-Returnable Items

Returns or exchanges may not be possible for:

  • items returned after the 30-day return period;

  • items that have been used, worn, washed, stained, damaged, or altered by the customer;

  • items without original tags, labels, or packaging, where applicable;

  • hygiene or personal care items that have been opened or used;

  • items returned without prior approval from our customer support team;

  • gift cards, if offered;

  • personalised or made-to-order products.

11. Contact

If you have any questions regarding this Return & Refund Policy or need assistance with a return, exchange, cancellation, or refund, please contact us at:

Florencia Melbourne
Email: support@florencia-melbourne.com

We aim to respond within 24 hours on business days.