Refund policy

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1. Returns and Exchanges

Florentine wants you to be delighted with your purchase. If you are not satisfied with your order, you can return or exchange items within 14 days of receiving them. The items must still be in pristine condition with the label attached. To initiate a return from an online order or exchange, please follow these instructions: 

1. 1. Click the profile icon in the store's menu. 
   2. Log in to your account: In the "Email" field, enter your email address you used when you made the purchase, and then click "Continue".
   3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email. Go back to the online store, and then enter a six-digit verification code.
   4. Click "Request return" for the order that you want to submit the return for. If your order has more than one item, then select the items that you want to return.
   5. Select a return reason and add a note for the store. Click "Request return".

If your return request is approved, then you receive an email with shipping instructions. After the product is returned, you receive a refund.

Please note that the customer is responsible for the shipping costs of the return. 
We do NOT accept personal returns at our office. Please use a courier to return your item(s). 

RETURN ADDRESS:
Florentine
Handelslei 149
2980 Zoersel

After receiving your parcel, we will notify you and refund you the returned items. The amount should appear in your bank statements within 10 business days after receiving your returned goods. 

2. Eligibility for Returns

To be eligible for a return or exchange, items must be unused, in their original condition, no make-up stains, and accompanied by the original tags and packaging. We reserve the right to refuse returns that do not meet these criteria.

The following items are not eligible for return: 

• earrings
• items that have sequins 
  
• final sale items

Should you send items for return that are not eligible for return or not in a correct, clean and unused state, it can be sent back to you at your own expense. 

3. Return Shipping

Customers are responsible for return shipping costs, except in cases where the return is due to an error on our part or a defective product. We recommend using a trackable shipping service to ensure the safe return of your items.

The package needs to be delivered to our headquarters within the 14 days after you've received your package.

4. Return In Store

Items purchased in our physical store can be returned within 14 calendar days of purchase.

Returns are only accepted in store and must be accompanied by the original receipt or proof of purchase. Items must be unworn, unwashed, undamaged, and returned in their original condition with all tags attached.

In-store purchases are eligible for exchange or store credit only. Refunds to the original payment method are not provided for items bought in store.

Florentine Antwerp reserves the right to refuse returns that do not meet the above conditions.

Items purchased through store pickup follow the same return policy as standard online orders.

You may return your items in store or by shipping them back. If you choose to return by post, you must first submit your return request through your online customer portal (see procedure above), just like a regular online order. Return shipping costs are the responsibility of the customer.

Items can be tried on in store at the time of pickup. All returned items must meet our general return conditions.

4. Refund Process

Refunds will be processed within 10 business days after receiving and inspecting the returned items. The refund will be issued to the original payment method used for the purchase.

5. Exchanges

If you wish to exchange an item, please follow the return process and place a new order for the desired item on our website.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer support team immediately at retour@florentine-antwerp.be. We will assist you in resolving the issue promptly.

7. Non-Returnable Items

Certain items, such as intimate apparel and earrings, are non-returnable for hygiene reasons. The same goes for items with sequins. Sale items are also excluded from returns. Please check product descriptions carefully before making a purchase.

8. Contact Us

For any questions or concerns regarding our delivery and return policies, please contact our customer support team at retour@florentine-antwerp.be. We are here to assist you and ensure your shopping experience with Florentine is enjoyable and hassle-free.

More details about our policy can be found in our Terms & Conditions.