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Continue shoppingAt Florence & Rose, we want you to feel completely confident in your purchase. If something isn’t quite right, we offer a 14-day return window from the date of delivery. Please read the information below to understand how returns and refunds are handled.
You may return your item within 14 days of delivery if:
*The item is unused and in original condition
*The item is in its original packaging, with all tags and accessories attached
*You received the wrong size, colour, or product, or it arrived damaged
We’re happy to help guide you through the process to ensure your return goes smoothly.
If your item arrived damaged, defective, or not what you ordered, please contact us immediately with:
Your order number
Photos clearly showing the issue
We will either send a replacement or issue a refund, depending on stock availability and your preference. Our team typically responds within 24 hours.
To request a return, follow these 3 steps:
Step 1 – Contact Us
Email info@florenceandrose.com with:
Your order number
Your reason for return
Photos of the item(s), if applicable
Step 2 – Wait for Approval
If your return is approved, we’ll send:
The correct return address
A return form and full shipping instructions
Step 3 – Ship the Item
Use a trackable and insured shipping method
Clearly mark the parcel as “Return”
Email your tracking number to us as soon as possible
Without tracking, we cannot guarantee a refund if the item is lost in transit.
If the item doesn’t meet your expectations, for example, if it doesn’t suit your personal style, you may still return it within 14 days, provided:
*Items are in original, unused condition
*Items are in original packaging
*All tags and accessories are intact
*Photos are provided for approval
Returns based on personal preference or change of mind require prior approval and the customer is responsible for return shipping costs.
Please note: If you order multiple sizes to try on and return those that do not fit, you will be responsible for the return shipping costs.
For hygiene reasons, bikinis, swimwear bottoms, and underwear can only be returned if the item has not been worn or tried on.
We take product quality seriously. However, the following are not considered defects and do not qualify for a free return:
*Minor fabric inconsistencies, raw edges, or loose threads
*Slight colour differences due to screen settings
*Fabric thickness, drape, or texture preferences
*General style or design preferences
*Sizing issues if the size chart was not followed
*Damage caused by improper care, washing, or alterations
*Small variations between items of the same size
If you believe your item has a genuine defect, please contact us with photos and a brief description — we aim to respond within 24 hours.
Return shipping costs are the customer’s responsibility, unless the item is faulty or incorrect. Returns must be sent to our central fulfilment hub in Asia.
We do not provide prepaid return labels
Returns must be sent using a trackable shipping method
Untracked or incorrectly declared parcels may be rejected
Order Cancellation
You may cancel your order within 4 hours of purchase by emailing info@florenceandrose.com. After that window, your order may already be in progress and cannot be cancelled.
Under UK consumer law, you may withdraw from your purchase within 14 days of receiving your order. Items must be unused, in original packaging, and meet our standard return conditions.
Once we’ve received and inspected your return, we’ll process your refund within 5 business days to your original payment method.
Refunds exclude:
*Original shipping fees (if applicable)
*Return shipping costs
We reserve the right to deny refunds for items returned without approval or not in resalable condition.
We're here to help with any questions about your order, return, or refund.
Email: info@florenceandrose.com
