Refund policy
Returns
We have a 30 day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. To start a return, contact us at info@flovelle.co.uk. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us with any return question at info@flovelle.co.uk.
Your right to cancel (UK and EU customers)
If you are a consumer in the United Kingdom or European Union, you have the right to cancel your order within 14 days of receiving your item, for any reason and without giving a justification. To use this right, tell us within that 14 day period and return the item within 14 days of telling us. Your item must be in the same condition that you received it, with tags, and in its original packaging. You will also need the receipt or proof of purchase. This right applies to sale items as well as full price items.
Damaged, faulty or incorrect items
Please inspect your order on arrival and contact us straight away if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If an item is faulty, you are entitled to a repair, replacement or refund in line with those rights.
Exceptions and non returnable items
Certain types of items cannot be returned, such as:
- Perishable goods (such as food, flowers or plants)
- Custom products (such as special orders or personalised items)
- Personal care and hygiene products that have been unsealed after delivery
- Hazardous materials, flammable liquids or gases
- Gift cards Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to make sure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will let you know once we have received and inspected your return, and confirm whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 14 days. Please remember it can take some time for your bank or card provider to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at info@flovelle.co.uk