Returns & Exchanges

REFUNDS

  • Please fill out the returns form included in your parcel and send back to us at the stated address.
  • The garment is in original condition, unworn, unwashed with all original tags attached.
  • The original invoice is provided as proof of purchase
  • Must be returned within 7 days of delivery.
  • International customers – please note your return may be sent back via a courier of your choice and this does not have to be express postage.
  • We are happy to replace, repair or refund due to a manufacturing fault but not normal ‘wear and tear’. Please follow the care instructions on your Florence and Alexander garment to prolong the life of it.

 

EXCHANGE & CREDIT NOTES

  • As above;
  • Once we have received the item for exchange/return, please allow another 5 business days for your exchange to be processed and re-sent.
  • Once your return has been received, you will receive an additional email with a new tracking number which you can then use to follow its journey back to you.
  • Should the item you were after not be available, you will be notified via email and the necessary steps will be taken to issue you with a credit note or refund (if eligible).
  • Customer’s who have requested a credit note will be emailed a Florence and Alexander gift card to the value of the credit received, this will include a unique code for future purchases and is valid for 12 months from date of issue.

 

SALE ITEMS

  •  Please note we do not refund sale items, this includes flash sales where discount codes have been applied. We are happy to issue a store credit  valid for 6 months or exchange within 7 days of purchase.
  •  Please allow up to 3 days for your order to be picked and packed.

 

DO YOU COVER RETURN SHIPMENT COSTS?

We cannot cover costs for your shipping of your return, however PayPal can help. With PayPal’s Free Return Shipping service you can claim up to 4 refunds (on eligible purchases) to the value of $45 each. Please note you will have to make the claim to PayPal after you have sent your item back, so they can reimburse you for your shipping.

How can I get a refund on the return shipping costs with PayPal?

It’s Simple! Just follow the steps below:

  1. Activate the service at www.paypal.com.au/returns
  2. Return the item to us as per our returns policy
  3. Submit an online claim form through PayPal Returns Portaland upload your return shipping receipt within 14 days of returning the item
  4. PayPal will review the claim and refund the money into their PayPal account within 10 business days.

If you’re having problems with PayPal please contact them on 1800 073 263 or cspaypalaureturns@telusinternational.com