Return & Refund Policy

At Florence & Tate, we want you to feel completely confident when shopping with us.
If for any reason you’re not satisfied with your purchase, you may return eligible items within 30 days of delivery, under the following conditions.

Return Eligibility
Items must be unused, in their original condition, and include all original packaging.
Products must show no signs of wear or damage caused by the customer.
Items must be returned with pre-authorisation (see “How to Start a Return” below).

If the item is defective or incorrect, we’ll work with you to resolve the issue promptly.

Please note: We do not offer free returns.
All return costs — including shipping, customs fees, and restocking charges — are the responsibility of the customer.
All returns must be sent to our central warehouse in Asia.

Exchanges
If you choose to exchange an item instead of requesting a refund, please note that exchanges can only be made once.
Once an exchange has been processed, the replacement item is considered a final offer and is not eligible for further returns, refunds, or exchanges.

Return Costs & Restocking Fee
Returns must be shipped to our central warehouse in China.
Customers are fully responsible for:

Selecting a shipping provider that offers customs clearance in China
Paying all customs duties, fees, and taxes
Providing the correct documentation for customs clearance

We are not liable for returns delayed or rejected due to customs issues or incorrect shipping methods.

A 15% restocking fee applies to all returns to cover inspection, processing, and inventory management.
This restocking fee also applies to parcels that are refused upon delivery or not collected from the post office and automatically returned to us.

Exceptions to Restocking Fee
The 15% restocking fee may be waived if:

The item arrived damaged or defective

These cases will be reviewed individually by our support team.

How to Start a Return
To initiate a return, email us at support@florenceandtate.com with the following details:

Your order number
The reason for your return
A clear photo/video of the item (if damaged)
Your full name and shipping address

Once approved, we’ll send you the correct return address in China.

Do not return the parcel to the sender’s address — it will not be accepted.

Please use a trackable shipping method, and ensure the package complies with customs regulations.
The customer is responsible for ensuring the package clears customs successfully.

Cancellations
You may cancel your order within 30 minutes of placing it.
After this period, the order will already be in processing and cannot be cancelled.
You may still return the item after delivery, following our standard return process.

Refunds
If a parcel is refused upon delivery or not collected from the post office and is automatically returned to us, we reserve the right to deduct the 15% restocking fee from your refund to cover handling and processing costs.

Once your return is received and inspected, we’ll notify you of its status.
Approved refunds will be issued to your original payment method.
Please allow 5–10 business days for your bank or card provider to process the refund.

If applicable, the 15% restocking fee will be deducted from the refund amount.
Please note that optional insured shipping selected at checkout is non-refundable.

Important Notice
By placing an order on our website, you agree to this Returns, Refunds & Cancellation Policy, including:

The customer’s responsibility for return shipping and customs costs
The application of a 15% restocking fee (unless exempted)
Our right to refuse a return if it does not meet the outlined conditions

At Florence & Tate, we strive to ensure your order reaches you safely.
However, once a package is marked as delivered and confirmed by the tracking information, we are unable to take responsibility for lost or stolen items.
That said, we’re always here to assist you in coordinating with the courier to help resolve any delivery issues.

If the courier confirms the loss in writing, store credit will be issued once we receive the official letter of loss.

Failed Delivery – Incorrect Address
If an order is returned to us due to an insufficient or incorrect address provided by the customer, we will not issue a refund.
Instead, we’ll reship the order for free once the correct address is confirmed.

Changes to This Policy
Florence & Tate reserves the right to update or modify this Returns, Refunds & Cancellation Policy at any time.
Any changes will take effect immediately upon being posted on our website.
We encourage customers to review this policy periodically to stay informed of any updates.

Questions?
We’re here to help.
Contact our support team at support@florenceandtate.com