Delivery & Returns

Delivery

At Flori, we prioritise efficient and reliable delivery for our customers. All our deliveries are handled through DPD, a trusted courier service known for its promptness and reliability. We know what its like when you have an order pending arrival and you are eagerly waiting by the door for it to arrive!

We aim to process and ship all orders within 2-3 business days and once your order is shipped, you can expect delivery within 1-2 working days.
Please note that this timeframe does not include offshore locations, the highlands, and islands, which may require additional time for delivery.

You will receive a tracking number when your order is on its way so you can keep an eye on it, but for any other enquiries regarding your order or delivery, please feel free to reach out to us using the Contact page.

Please note, we currently only ship to UK mainland addresses. 

 

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Once you have informed us of the return, you then have 14 days to send this back to Flori.

To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, log into your Flori account and on the orders page, select 'Request return' under the order you wish to send back to us. Select the return reason and add a note if required. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted as we will not be able to trace the original order and your refund may not be processed. All returns postage needs to be covered by the sender. Flori will not refund the cost of outbound or returns postage*. Please keep your returns receipt as proof of postage, where able, please use a tracked service to return your items.

You can always contact us for any return questions using the "Order Enquiry" option on our Contact page.

 

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can look in to the issue. Please report any issues by selecting "Request return" on your orders page and choose the relevant reason code.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like personalised products and personal care goods (such as soaps, if the original packaging has been removed). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on some clearance items (this will be detailed on the product page at the point of ordering) or gift cards. 

 

Refunds
If your items are not in like new condition, we reserve the right to partially refund or we may be unable to refund. We may be unable to issue any refund if it appears that your item has not been used correctly in line with our instructions, so please ensure these are reviewed before using your item. We do not take responsibility for return postage costs, and initial postage costs will not be refunded*. We reserve the right to refuse a refund if the item isn't received back at our facility and you cannot provide proof of postage. Please ensure you obtain proof of postage when returning your item.

Once your return is approved, you’ll be automatically refunded on your original payment method within 7-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us by selecting "Order Enquiry" on our Contact page and add your order number, including as much information as possible within the message field.

 

*Flori reserves the right to use its discretion and may choose to refund shipping costs in certain circumstances.