TIME LIMIT FOR EXCHANGES/RETURNS
We want to ensure your satisfaction with the products purchased from our online store. You have 15 working days from the receipt of your order to make any exchange or return.
- Products must be returned unused, in their original packaging, and with their labels intact.
- No refund will be made if the product has been used beyond the mere opening of it or if it has suffered any damage.
- Exclusions: For hygiene reasons, personalised products, face masks, underwear, tights, socks, or similar items are excluded.
RETURN COSTS
Returns in store: You can return or exchange your items in Florentino stores free of charge (excluding Outlets and El Corte Inglés centres).
Returns from home or Service Point: Shipping costs will be borne by the customer and will be deducted from the total amount to be refunded:
- Spain – Mainland: 5.40 €
- Spain – Balearic Islands: 8.40 €
- Portugal: 7.40 €
- Other European countries: 17.40 €
Bonus: Once your return is approved, we will send you a coupon code via email for the value of the deducted shipping costs to redeem on your next online purchase.
HOW TO REQUEST A RETURN
To manage your return quickly and easily, follow these steps:
Step 1: Online request. Access our Returns Portal (in the "My Returns" section of your account). Enter your email and order number. Select the items you wish to return and indicate the reason.
Step 2: Shipping method. Choose how you would like to send the package back to us:
- Home collection: A courier will collect from the indicated address.
- Service Point: You can drop off the package at the collection point nearest to your location.
Step 3: Prepare the package. Place the items in their original box. Attach the shipping label you receive by email after completing the request on the portal to the outside of the box.
Step 4: Refund. Once the package is received and verified at our central warehouse, you will receive the refund via the same payment method used within a maximum of 3 working days (this period may be extended during sale periods, Christmas campaigns, or special promotions).
RETURNS IN PHYSICAL STORES
Visit one of our official stores with the item and the purchase document included in the order. The refund will be managed from our head offices via the original payment method (no cash is given in store).
Please note that returns are not accepted in Outlets or El Corte Inglés centres.
SIZE EXCHANGES
In store: You can exchange sizes directly in our physical stores free of charge (except for Outlets and El Corte Inglés).
Online: To exchange a size online, you must process a return for the original item through our portal and make a new purchase for the desired size.
REFUNDS
You will receive the refund amount via the same payment method used (Card, PayPal, or Transfer) within approximately 3 working days after receipt at the warehouse. Please note that the credit may take a few additional days to appear in your bank account depending on your financial institution.
Note: Shipping costs from the original order will not be refunded.
