2. Returns and Refund Policy
Last updated: Today
At Florence & Brooke, we want you to shop with confidence and feel comfortable with every purchase.
This Returns & Refund Policy explains how returns, refunds, and our 30-day money-back guarantee work.
This policy applies to all purchases made through florence-brooke.com.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee because your satisfaction matters to us.
If you're not completely satisfied with your order, or if something isn't quite right, please contact us within 30 days of receiving your order.
To request a return, email us at:
Please include:
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Your full name
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Your order number
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The email address used when placing your order
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The reason for your return
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Clear photos if your item is damaged, defective, or incorrect
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Any additional details that may help us assist you
Our customer support team will review your request and provide instructions on the next steps.
Return Approval
Please do not send any items back before contacting our customer support team.
All returns must first be authorized by Florence & Brooke via email.
Once your return has been approved, we will provide the appropriate return instructions and return address.
In some cases, items must be returned directly to our international suppliers, which may be located in China.
Return Shipping Costs
For returns due to a change of mind, incorrect size selection, or items that are no longer wanted, return shipping costs are the responsibility of the customer.
If the approved return address is located internationally, including in China, the customer is responsible for arranging and covering the cost of shipping the item to that address.
We strongly recommend using a reliable shipping service with tracking.
Florence & Brooke cannot finalize a return until the returned package has been received and verified by the designated return facility or supplier.
For defective, damaged, or incorrect items, please contact us before arranging a return so we can review the issue and determine an appropriate solution in accordance with applicable law.
Return Tracking Requirements
For all approved returns, customers must provide valid return tracking information.
Refunds can only be processed after the returned item has been received, inspected, and approved by our supplier or designated return facility.
If a returned package is lost during transit and delivery cannot be confirmed, we may be unable to process the refund.
We recommend keeping your tracking number and shipping receipt until your return has been fully processed.
Condition of Returned Items
To qualify for a standard return, items must be:
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Unworn
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Unwashed
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Unused
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In their original condition
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Returned with original tags and packaging whenever possible
Items showing signs of wear, washing, use, damage, perfume, stains, makeup marks, or alterations may not be eligible for return.
These conditions do not restrict any rights you may have regarding defective, damaged, or incorrectly supplied products under applicable law.
Items That May Not Be Eligible for Return
Certain products may be excluded from change-of-mind returns, including:
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Gift cards
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Final sale items, when clearly identified before purchase
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Personal care or hygiene-related products
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Items that have been worn, washed, or used
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Items returned without prior authorization
Any exclusions are subject to applicable consumer protection laws and do not override your legal rights regarding defective or incorrectly supplied products.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or contains an incorrect item, please contact us as soon as possible at:
Please include your order number, a description of the issue, and clear photos of the product and its packaging.
Our team will carefully review your request and work with you to find an appropriate solution, which may include a replacement, refund, or another suitable remedy.
We want every Florence & Brooke customer to receive the items they ordered in the condition they reasonably expect.
United States Consumer Rights
Nothing in this policy is intended to exclude, restrict, or limit any rights or remedies available to customers under applicable United States federal or state consumer protection laws.
Where applicable law provides additional consumer protections or remedies, those legal requirements will take precedence over any conflicting provisions of this policy.
Refund Processing
Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.
If your refund is approved, it will be issued to your original payment method.
Please allow additional processing time for your bank, credit card issuer, or payment provider to reflect the refund in your account.
Actual processing times may vary depending on your payment provider.
Exchanges
If you would like to exchange an item for another size, color, or product, please contact our customer support team at:
Exchanges are subject to product availability and approval.
Our team will review your request and let you know which options are available.
For exchanges requested due to personal preference or size selection, return shipping costs may apply.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to accommodate your cancellation request.
Once an order has entered processing or has been shipped, cancellation may no longer be possible.
In that case, you may request a return after receiving your order, subject to the conditions outlined in this policy and applicable consumer protection laws.
Contact Us
At Florence & Brooke, we believe that shopping should feel personal, straightforward, and trustworthy.
If you have any questions about returns, refunds, exchanges, or your order, our customer support team is here to help.
Email: info@florence-brooke.com
Website: florence-brooke.com
We appreciate your trust in Florence & Brooke and will always do our best to assist you fairly and professionally.