Refund policy

At Florivelle, we want you to be completely enchanted by your purchase. If for any reason you are not satisfied, we are here to support you with a simple and transparent return process.

1. Return Eligibility

You may request a return within 30–60 days of receiving your order. To ensure a smooth process, items must meet the following "Pristine Condition" standards:

  • Full-Priced Items: Includes items purchased with discount codes.

  • Condition: Items must be unworn, unwashed, and unused.

  • Hygiene & Care: Items must be free from scents (perfume, deodorant, or detergent) and marks (makeup or fake tan).

  • Footwear & Accessories: Shoes must include the original shoebox; handbags must include the original dust bag.

⚠️ Non-Returnable Items (Final Sale):

  • Items marked as "Sale," "Final Sale," or with a crossed-out "was" price.

  • For hygiene reasons: Intimates, stockings, hair accessories, hats, and earrings.

  • Items that do not meet these conditions will not be accepted and may be returned at the customer’s expense.

2. How to Return

To initiate your return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@florivelle.com to request a return.

  2. Approval: Once approved, we will provide you with detailed return instructions.

  3. Shipment: Please do not send items back without prior approval, as they may not be processed.

3. Refunds

  • Inspection: Once your return is received and inspected, we will notify you via email.

  • Payment: Approved refunds will be issued to your original payment method.

  • Timing: Please allow 1–5 business days for the refund to appear in your account after approval.

  • Processing: Returns may take up to 14 business days to be fully processed from the date they arrive at our facility.

4. Additional Information

  • Original shipping fees are non-refundable.

  • Return shipping costs are the customer’s responsibility.

  • We strongly recommend using a trackable shipping method to ensure your package reaches us safely.

5. Need Help?

Our dedicated customer care team is here to assist you:

  • Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)

  • Email: info@florivelle.com

  • Response Time: We aim to respond to all inquiries within 24–48 hours.

Thank you for being a part of the Florivelle community! 🤍