Can I get a refund?

We believe in our products. If you are not satisfied with any order you placed through, then you may request a refund within 14 days of the purchase date.

We have extended our return policy for the holiday season. If your order is delivered  prior to December 31, 2020, the last day to reach out with a return request is January 15, 2021.

To request a refund, email us at Include your order number in the email subject line (order number starts with “FLOR#”) and a brief message for the reason you are requesting a refund. In most cases, subject to our refund guidelines described below, these requests will be honored. Please note that (except for refunds due to defective or damaged products) shipping charges are non-refundable and for international orders, duties and taxes are also non-refundable.

If your item arrives damaged or defective and you would like a refund or exchange, please contact us at 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.

The Skincare Besties Set must be returned as a full, unopened kit. Individual items may not be returned.

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 

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 at the time of your purchase to confirm the current refund and return policy.