Refund and Return Policy

Last updated: 16 September 2026

At Flora London we want you to be happy with what you have bought. Please read this policy before placing an order.

Please note that we do not offer free returns. Return shipping costs are the responsibility of the customer.

1. Returns

You may request a return within 30 days of receiving your order if you are not happy with your purchase.

To be eligible, all of the following must apply:

• The return is requested within 30 days of delivery, and the item is sent back within 10 days of your return being approved.
• The item is unworn and in the same condition in which you received it.
• All original packaging, tags and accessories are included.
• The item shows no signs of wear, damage or improper handling.
• Items subject to hygiene considerations are returned clean and unused.

We may refuse a return that does not meet these conditions.

2. Faulty or damaged items

If your item arrives faulty, damaged or not as described, contact us within 30 days of delivery at info@floralondon.com and include clear photographs.

In this case you do not pay for the return. Once we have confirmed the fault we will offer you a repair, a replacement or a refund, in line with your rights under UK consumer law.

3. How to return your order

Email us at info@floralondon.com and include:

• your order number;
• your full name and delivery address;
• the reason for the return;
• clear photographs, if the item is damaged or faulty.

Once your request is approved we will send you the correct return address.

Please do not send anything back before your return has been approved, and do not return to the address on the parcel you received. Returns sent without approval may not be accepted.

4. Return shipping costs

Return shipping is paid by the customer. We recommend using a tracked service, as we cannot process a refund without proof that the item has been delivered to us.

We understand that return costs are not always in proportion to the value of an order. If that is the case for you, tell us when you contact us. Depending on the item and the reason for the return we may be able to offer an alternative, such as a partial refund, an exchange or a credit towards a future order, so that returning the item is not your only option. We look at these requests individually and will always tell you honestly what we can do.

This does not apply to faulty or damaged items, where the return is free in any case.

5. Your right to cancel

Separately from the 30-day policy above, you have a legal right under the UK Consumer Contracts Regulations to cancel your order within 14 days of receiving your goods, without giving a reason. Where your order arrives in more than one parcel, this period starts on the day you receive the last item.

To exercise this right, tell us clearly before the 14 days expire that you wish to cancel. Email info@floralondon.com with your order number. You then have a further 14 days to send the goods back to us.

If your order has already been dispatched we cannot stop it in transit. You can either refuse the parcel on delivery or accept it and return it to us.

You may examine the goods as you would in a shop. If their value is reduced because you have handled them more than was necessary, we may deduct that reduction from your refund.

Return shipping costs for a cancellation are paid by the customer.

6. Refunds

Once we have received and inspected your return, we will let you know whether your refund has been approved.

If approved, we will refund you within 14 days of receiving the goods back, or within 14 days of you providing proof that you have sent them, whichever is earlier. Refunds are issued to the original payment method.

7. Return address

Approved returns are sent to our international fulfilment centre. We will give you the exact address once your return is approved.

Any customs charges arising from a return are the responsibility of the customer.

8. Important notes

We are not responsible for return parcels that are lost in transit, which is why we strongly recommend a tracked service.

Returns that do not meet the conditions in this policy may be refused or sent back to you.

Nothing in this policy affects your statutory rights under UK law.

9. Contact

Questions about a refund or return? Email us at info@floralondon.com and we will reply within 24 hours on working days.

Flora London Namenstraat 5, 7559 NX Hengelo, the Netherlands Registered in the Netherlands, company number 90780302