Returns – Do you want to exchange or return your purchase?

We are happy to help! You can make an exchange or return up to 14 days after the delivery date.

– What are the return conditions?

Return period We have a 14-day return period in which you can return your package without giving any reason. The 14-day period starts when you receive the package. Please note that the return must be made to us within these 14 days.

Return conditions All items must be returned in unworn and unwashed condition, they must be suitable for resale and the tags must still be attached to the item.

Shipping costs are non-refundable.

– What are the return costs?

The return costs are at our expense and are completely free IF and ONLY IF the product has obvious problems, e.g. if the product is defective and/or differs significantly from the images on the website, the return costs are at our expense. If the product is as described and in perfect condition, the customer will bear the return shipping costs. After receiving the package, we will carry out an inspection and refund the customer if the goods are in the same condition in which they were sent. For information about the return procedure, please contact info@flora-outlet.com.

 

– How long does it take to exchange a product?

If you indicate when registering your return that you want to exchange a product, we will take care of it immediately. This way we can guarantee that the exchange will be processed within a few days.

– What can I do if the product I want to exchange is no longer available?

Ask our customer service about your options. We will inform you when we expect to be able to deliver the product to you. If you have already created your return and the product is no longer in stock, we will contact you to find a solution together.

 

– Where can I find my order number to register my return?

You can find your order number in the confirmation email you received after placing your order. It is a five-digit code. If you did not receive this email correctly, our customer service will be happy to help you.

 

– What should I do if a product is delivered incorrectly or damaged?

Unfortunately, it sometimes happens that a product is damaged during transport or production. We are of course happy to clarify this with you. Send a message to info@flora-outlet.com with a photo of the complaint. Our customer service will work with you as soon as possible to find a solution.

– What do I have to do if I want to return my order outside the return period?

Please remember to send your return at least 14 days before the return period expires. In the unlikely event that the return is not successful, we offer you the option of exchanging the product for a replacement product or a voucher. Check with our customer service for the available options.

 

– How long does a refund take?

We do our best to process returns as quickly as possible. Once the return is received at our warehouse, we process it within 10 working days. You can find out when the package arrived at our warehouse using the tracking number you receive with your return. From this point, the 10 working days start. Once your refund has been processed, you will receive a message about it. Please note that it can take up to 3 days for the refund to be visible in your account. For speedy processing, we only offer an immediate refund if it is requested within 12 hours of the order. If the refund is requested after this period, the package has most likely already been shipped. We recommend that you contact customer service as soon as possible.