Refund policy

We hope you will love all your Florrie finds — but if something is not quite right, here is everything you need to know. 

Returning an item 

You have 14 days from the date your order is delivered to notify us that you would like to return an item. Please email hello@florriehome.com and we will confirm the steps to follow, including the return address. 

Items must be returned to us within 14 days of the date of delivery. To be eligible for a refund, items must be: 

• Unused and in their original resaleable condition 

• Returned with all original labels and tags intact 

• Repackaged in the original Florrie packaging 

• Accompanied by your despatch note, or a note clearly stating your name, order number and reason for return 

Return postage 

Return postage costs are the responsibility of the customer, unless the item is damaged or faulty. We strongly recommend using a tracked service, as we are unable to accept responsibility for returns that do not reach us. 

Damaged items 

If your item arrives damaged, please photograph both the item and the packaging and contact us at hello@florriehome.com within 48 hours of delivery. Please retain all packaging as this may be required for any Royal Mail claim. We will always do our best to resolve the situation as quickly as possible. 

Your refund 

Once your return has been received and inspected, we will process your refund to your original payment method within 3 working days. Refunds typically appear in your account within a further 5–7 working days depending on your bank or payment provider. 

Non-returnable items 

The following items are non-returnable: 

• Sale items (unless faulty) and seconds 

• Items that have been used or are not in their original condition 

Vintage items — please read carefully before purchasing 

All vintage items at Florrie are one-of-a-kind pre-loved pieces. By their very nature they will show signs of age and prior use — this is not a defect, it is part of what makes them special. We photograph and describe every vintage piece as honestly and thoroughly as we can, and any significant damage beyond normal age-related wear will always be clearly noted in the product description and close-up photography. 

We encourage you to review all images and read the full description carefully before purchasing a vintage piece. If you have any questions about the condition of a specific item, please email us at hello@florriehome.com before placing your order and we will be happy to help. 

Returns on vintage items will only be accepted where a significant defect has not been disclosed in the product listing or photography. Evidence of general wear and tear consistent with the age and prior use of the piece does not constitute grounds for a refund. 

We are always happy to help — email us at hello@florriehome.com and we will get back to you as soon as we can.