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Returns & Exchanges


If you would like to return your item(s) for a refund or exchange, please fill out our returns form and include it within your return package.


BEFORE PACKAGE IS DISPATCHED

To cancel your order before it is dispatched please send an email to info@francoflorenzi.com, along with your order number and request to cancel.

Please allow up to 48 hours for your cancellation request to be processed between Monday - Friday 9am-5pm GMT.

Payment will be returned in full within 48 hours. Please note, payments made by credit/debit card may take 2-3 business days to appear on your bank statement.


AFTER PACKAGE IS DISPATCHED

Under the Consumer Contacts Regulations, your right to cancel starts the moment you place an order with Franco Florenzi and ends 14 days after receiving the goods.

You must inform us in writing by email or letter within the cancellation timeframe. Any correspondence received after this time will not be accepted. The burden of proof is with the customer to prove that cancellation took place within 14 days. Therefore, we advise keeping a record of the cancellation.

It is the buyer’s responsibility to cover all shipping costs incurred when returning the item.

All items must be returned within 14 days of cancellation. Due to shipping timeframes, the 14 days start when an order has been cancelled and is calculated up until the item(s) have been shipped.

Payment will be returned in full within 48 hours upon the receipt of goods. Please note, payments made by credit/debit card may take 2-3 business days to appear on your bank statement.

Under the Consumer Contacts Regulations, only the basic shipping fee is refundable. Therefore, if DHL Express shipping was selected at checkout, only the basic fee will be refunded.

Please note, any bespoke or customised goods (e.g. colour or size) are exempt from cancellation rights.

RETURNS POLICY

We're sorry to hear if you are not completely satisfied with your purchase. We are happy to accept returns (excluding earrings for hygiene reasons).

Under the Consumer Contacts Regulations, your right to a refund starts the moment you place an order with Franco Florenzi and ends 14 days after receiving the goods.

You must inform us in writing by email or letter within 14 days of receiving the item(s). Any correspondence received after this time will not be accepted.

It is the buyer’s responsibility to cover all shipping costs incurred when returning the item.

All items must be returned within 14 days. Due to shipping timeframes, the 14 days start when we have acknowledged your refund request and is calculated up until the item(s) have been shipped.

Payment will be returned within 7 days upon the receipt of goods. Please note, payments made by credit/debit card may take 2-3 business days to appear on your bank statement.

Under the Consumer Contacts Regulations, only the basic shipping fee is refundable. Therefore, if DHL Express shipping was selected at checkout, only the basic fee will be refunded.

If a product has been used beyond what is needed to ascertain the nature, then money can be deducted to reflect diminished value.

All products must be returned in their original packaging with all labels or tags still attached.

Please note, any bespoke or customised goods (e.g. colour or size) are non-refundable.

EXCHANGE POLICY

If you would like to exchange your item(s) for a different size, colour or model, then please fill out our exchange form and return it within your package. We are happy to accept exchanges excluding earrings for hygiene reasons.

All items must be returned within 20 days to qualify for an exchange. Due to shipping timeframes, the 20 days start from when we have acknowledged your exchange request and is calculated up until the item(s) have been shipped.

Item(s) must be unused/unworn (if applicable) and returned within their original packaging.

It is the buyer’s responsibility to cover all shipping costs incurred when returning the item(s).

Franco Florenzi will cover the cost of the exchange item(s) to be shipped via Royal Mail 1st Class Post (UK) and Airmail (Outside the UK).

Please note, item(s) are only eligible for an exchange once, so we strongly recommend viewing our size guide.

STEP-BY-STEP GUIDE

Please follow the simple step-by-step guide below, if you wish to return or exchange an item.


1. CHECK THAT YOUR ORDER QUALIFIES FOR A REFUND/EXCHANGE

- Please note that all items must be unused/unworn and in its original packaging.

- If you are unsure whether your item qualifies for a refund/exchange, then please contact info@francoflorenzi.com prior to returning your package.

- Any items returned that do not qualify for a refund/exchange, will be shipped back to the customer.


2. FILL OUT OUR RETURNS FORM

- Please make sure the name and order number provided matches the information specified when placing your order.


3. PLACE YOUR ITEM(S) IN A SECURE BOX/ENVELOPE ALONG WITH YOUR RETURNS FORM

- We are unable to process your request if the item becomes damaged whilst in transit.

- We therefore recommend taking extra care when packaging your item(s) to avoid any unnecessary damage.


4. SHIP YOUR PACKAGE

- Ship your package to: Franco Florenzi Returns, 2 Danesmead, Beech Close, Cobham, Surrey, KT11 2EN, United Kingdom.

- We recommend using the cheapest method of shipping which is usually a non-tracked service, particularly if you are shipping your item(s) from outside the United Kingdom.

- Please obtain proof of shipping from your local post office.

- If the parcel becomes lost in transit, we can still process your refund/exchange if you have proof that the item was shipped to our returns and exchange department within the required timeframe.


5. AS SOON AS THE PACKAGE ARRIVES, WE SHALL PROCESS YOUR REQUEST WITHIN 7 WORKING DAYS

- If you have requested a refund and have paid via credit/debit card then payment may take 2-3 business days to appear on your bank statement.

- If you have requested an exchange then you will be sent an email with your new tracking number.

- Please note, packages can take up to 30 days to arrive back in the United Kingdom.

FRANCO FLORENZI RETURNS

2 Danesmead,

Beech Close,

Cobham,

Surrey,

KT11 2EN

United Kingdom