Returns

Special Holiday Returns Policy
We are so excited that you want to share florence by mills with your loved ones this holiday season! If the recipient does not totally love what was gifted, they can make a return or exchange through January 15, 2022.  This policy is in effect for all orders placed after November 15, 2021.

In order to make the return, please contact our customer service team at hello@florencebymills.com with your order number or the name of the person who originally purchased the product.

You must return the product to the address below and include your order number in the box.  
Capacity LLC 1
980 RTE 1 North
North Brunswick, NJ 08902

You are responsible for paying for the return shipping to our location.
*All components of a kit must be returned in order for a refund to be issued. If a product is missing, we cannot send a refund or issue store credit.

Do you offer returns?

All Sales Are Final. We do not accept returns, exchanges or refunds. Please note, Florence by Mills reserves the right to refuse all returns. 

In the unlikely event that a product arrives not as described, we will only send replacements for damaged/missing products within 14 days of receipt of the package.

Customer must provide photos of the issue, including packing slip to hello@florencebymills.com. 

At this time, our return policy has been updated to allow customers to cancel any unshipped orders at any time for a full refund. Please send a note to hello@florencebymills.com for assistance.  

Tracking number confirms delivered, but you haven’t received it? 

In the unfortunate case of your order tracking number confirms delivered to the address provided on the order we would not be able to replace or issue a refund for the order.  We highly suggest including shipping protection to your order for any unforeseen situations. 

Can I get a refund?

If your item arrives damaged or defective we will only send replacement, please contact us at hello@florencebymills.com within 14 days of the purchase date and include your order number in the email subject line (order number starts with “FLOR#”), photo documentation of any reported damage or defect, and we’ll take care of the rest.  

Note that orders placed with our retail partners are subject to the refund and return policy of each retailer. Please contact the retailer’s customer support team and provide the original dated receipt. 

Can I return a final sale item?

Items marked final sale at the time of purchase are non-refundable.

How long does it take to process a refund?

You will receive an email confirming your refund or will be contacted by one of our Customer Care representatives within 48 hours after we receive your email. 

Refunds will either be issued to your credit card company or bank depending on your method of payment.  Refunds may take up to 10 business days to process. Please contact your bank or credit card company regarding the status of your refund, as it may take some time before your refund is officially posted. If after 10 business days you still have not received your refund, please contact us at hello@florencebymills.com. 

Customer Service hours are 9am-5pm PT Monday through Friday, excluding US national holidays. 

Florence reserves the right to verify any refund requests and request a return of the products you purchased.

Florence’s refund and return policies are subject to change. You should therefore consult www.florencebymills.com at the time of your purchase to confirm the current refund and return policy.