Faulty / Incorrect Items
If you've received an item which isn't quite right, then we want to sort this out as quickly as possible for you.
Therefore, please contact us and provide us with the information below:
- Order Number
- Product code (of the damaged or expected item)
- Description AND/OR images of the fault
Whilst we're confident that you'll love our products, we understand that sometimes things aren't quite right.
We accept returns up to 90 days after the order date. Just make sure the item is in the condition in which it arrived to you. The item should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and that any labels or tags should be intact.
For orders placed after 1st January 2020
If you request to return an item requesting a refund within 30 days of ordering, we'll give you a full refund by way of the original payment method.
If you request to return an item for a refund within 31 and 90 days of ordering it, we'll give you a Floso gift voucher for the amount equivalent to the price you paid for the item.
We aim to refund you within 14 days of receiving the returned item. A refund for the returned items will be provided but not original delivery costs.
Return requests after 90 days
We do not accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
You can exchange your item within 90 days, as long as the new item has the same product code as the original item you ordered. If you want to exchange for a different colour/size, the price of both products must be the same as the price at which you bought the original product.
We'll send your replacement to the same delivery address on the same delivery method as your original order.
If the item is sold out in the size or colour you have chosen, a refund will be issued to your original payment method. If returned within 31 to 90 days, A gift voucher will be issued instead.
If you want a different item, the item you want is sold under a different product code, or the item you want is a different price to the price at which you bought the original, you'll need to return the unwanted item for a refund and place a new order.
We understand that items may be tried on, but please don't actually wear it. If an item is returned to us damaged, worn or in a condition not as described by you, we reserve the right to not give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.
All returned items should be sent back to us in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box).
Some items can't be returned for health & hygiene reasons, like jewelry such as earrings and other items such as swimwear or underwear.
If you want to return underwear, swimwear or jewelry please contact us first and we will provide the necessary instructions
ResponsibilityReturned items remain your responsibility until they reach us, please make sure they're packed up appropriately and can't get damaged on the way!
As the parcel remains your responsibility until it arrives, please ensure that you get proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake. If we're able to locate the items and you'd like these returned to you, we may ask you to cover the delivery cost.
Right to Cancel
If you are in the European Union and you cancel your whole order within 14 days from the day after delivery. We will refund the cost of goods, standard postage and associated packing costs you paid as part of that order. This is accordance with Distance Selling Regulations.
If you paid for Express delivery, we will only refund the cost of standard delivery. You will have to pay the costs of sending the order back to us. We will not refund any postage and packing charges if you cancel after the 14 days allowed under the Distance Selling Regulations or if you only cancel part of your order.
You still have up to 90 days to return your goods and are eligible to receive a refund for the cost of the goods only.