Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition that you received it, unused and in its original packaging, and you will need the receipt or proof of purchase. To start a return, contact us at florenceandflamingo@gmail.com.

Personalised items

Personalised items are printed to order to your specification, so they are exempt from the usual 14-day change-of-mind cancellation right under the Consumer Contracts Regulations 2013 and cannot be returned or resold. Please double-check your spelling and colour choices before ordering. If you spot a mistake after ordering, contact us as soon as possible and we will change it if production has not yet started.

Faulty, damaged or incorrect items

This does not affect your statutory rights. Please inspect your order on arrival and contact us immediately if an item is faulty, damaged, or not what you ordered — including personalised items. If the personalisation does not match what you entered at checkout, we will replace it free of charge and you do not need to return the original. Where an item is faulty we will replace it or refund you in full, including postage.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund was approved. If approved, you will be refunded automatically to your original payment method within 10 business days. Please remember it can take some time for your bank or card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at florenceandflamingo@gmail.com.