Exchanges and Returns

HOW TO MAKE AN EXCHANGE?

FREE IN-STORE EXCHANGE

You can exchange size and/or colour of the same item purchased online at one of our selected Florencia stores (subject to stock availability). You have up to 30 calendar days from the purchase date to make the exchange (15 calendar days during Sales and Outlet periods).

Attention! We do not exchange one item for a different item; in that case, you must return the item and make a new purchase.

Attention! We do not accept exchanges for jewellery.

Here are the steps to follow:

1. Print the purchase invoice:
In the 'Order History' section, print the purchase invoice.

2. Locate your nearest Florencia store:
The list of available stores for exchanges is as follows:

C. CIAL. FAN MALLORCA (Av. Cardenal Rossel s/n, Palma de Mallorca)
FLORENCIA PELAI OUTLET (C/ de Pelai, 6, Barcelona)
FLORENCIA PELAI (C/ de Pelai, 42, Barcelona)
FLORENCIA CUCURULLA (C/ Cucurulla, 1, Barcelona)
C. CIAL. VILADECANS THE STYLE OUTLETS (C/ de la Vila, 90, Viladecans)
FLORENCIA RBLA. CATALUNYA (Rambla Catalunya, 105, Barcelona)
FLORENCIA REUS (C/ Monterols, 2, Reus)
FLORENCIA RAMBLAS 140 OUTLET (La Rambla, 140, Barcelona)
FLORENCIA RAMBLAS 64 (La Rambla, 64, Barcelona)
FLORENCIA RAMBLAS 142 (La Rambla, 142, Barcelona)

3. Make the exchange:
Once in the store, hand over the item you wish to exchange, the new item you want to acquire, and the purchase invoice. The items you wish to exchange must be in the same condition as received: unused, in perfect condition, and with their corresponding tag.

We do not perform exchanges at home; in that case, you must return the item (with shipping costs paid by the customer) and then make a new purchase.

HOW TO MAKE A RETURN?

If your online purchase doesn't meet your expectations and you want to make a return, you have two ways to do it, as detailed below.

FREE IN-STORE RETURNS

You have up to 30 calendar days from the purchase date to make the return (15 calendar days from the purchase date during Sales and Outlet periods).

Here are the steps to follow:

1. Print your purchase invoice:
Go to our website and log in to "My Account" by entering your email and password (via the person icon in the top right menu). Once logged in, go to the "Order History" section, click on the order number you want to return, and within the order, download the purchase invoice by clicking on the "Download Ticket" button. You will need to print this file to attach it along with the items you are returning.

2. Locate your nearest store:
The list of available stores for returns is as follows:

C. CIAL. FAN MALLORCA (Av. Cardenal Rossel s/n, Palma de Mallorca)
FLORENCIA PELAI OUTLET (C/ de Pelai, 6, Barcelona)
FLORENCIA PELAI (C/ de Pelai, 42, Barcelona)
FLORENCIA CUCURULLA (C/ Cucurulla, 1, Barcelona)
C. CIAL. VILADECANS THE STYLE OUTLETS (C/ de la Vila, 90, Viladecans)
FLORENCIA RBLA. CATALUNYA (Rambla Catalunya, 105, Barcelona)
FLORENCIA REUS (C/ Monterols, 2, Reus)
FLORENCIA RAMBLAS 140 OUTLET (La Rambla, 140, Barcelona)
FLORENCIA RAMBLAS 64 (La Rambla, 64, Barcelona)
FLORENCIA RAMBLAS 142 (La Rambla, 142, Barcelona)

3. Delivery to the selected store:
Once in the store, hand over the item you wish to return along with the purchase invoice. The garments must be in the same condition as received: unused, in perfect condition, with their corresponding tag, and retaining their original packaging. You will receive a delivery receipt which you should keep until the refund is processed.

4. Refund:
The refund of the amount to be returned will be made within a maximum period of 15 days, using the same payment method used for the purchase.

RETURNS FROM HOME

If you are unable to visit one of our Florencia stores, you can return the items you wish to return directly to our head office. You have up to 30 calendar days from the purchase date to make the return (15 calendar days from the purchase date during Sales and Outlet periods). In this case, the shipping costs will be borne by the customer.

Here are the steps to follow:

1. Print your purchase invoice:
Go to our website and log in to "My Account" by entering your email and password (via the person icon in the top right menu). Once logged in, go to the "Order History" section, click on the order number you want to return, and within the order, download the purchase invoice by clicking on the "Download Ticket" button. You will need to print this file to attach it along with the items you are returning.

2. Prepare your package:
Place the items you wish to return in the original packaging. The items must be in the same condition as received, in perfect condition, with their corresponding tag. Inside the same package, you must also include the purchase invoice you have previously printed.

3. Send the package:
Take the package to a transport agency of your choice and send it to the following address:

Florencia Online S.L.
C/ Juli Galve Brusson, 55, 2-1
08918 Badalona (Barcelona)

4. Receipt and refund of the return:
Once the package is received at our central office and it is verified that the items are in perfect condition, you will receive a return confirmation email. The refund of the amount to be returned will be made within a maximum period of 15 days, using the same payment method used for the purchase.

Attention! Returns of jewellery are not accepted.