Returns and refunds policy


1. Returns/Exchanges Period

You have 15 working days from the receipt of your order to request a return or exchange.

2. Conditions for Returns

Items must be returned:

  • Unworn and in perfect condition.

  • With original tags and in their original packaging.

  • Without any signs of use, odours, stains, or washing.

No refund will be issued for items that show signs of use or damage beyond the mere opening of the packaging.

3. Non-Returnable Items

Returns are not accepted for:

  • Personalised items.

  • Face masks.

  • Underwear, hosiery, socks, or similar products.

4. Return Costs

In-Store Returns

You can return or exchange items in Florentino stores at no additional cost.
Returns are not accepted in Outlet stores or El Corte Inglés centres.

Returns from Home or DHL Service Point

If you wish to return items from your home or from a DHL Service Point, you will be responsible for the shipping costs. These costs will be deducted from your refund, provided the items are in perfect condition and correctly labelled.

Once your return is approved, we will send you a coupon code by email for the value of the return shipping costs, redeemable on your next purchase through the online store. This discount applies only to the original purchase and is not valid for any exchange or subsequent purchase.

In the case of a return, the promotional coupon value will not be refunded.

Return shipping rates:

  • Spain (Mainland): €5.40

  • Balearic Islands: €8.40

  • Portugal: €7.40

  • Other European countries: €17.40

5. In-Store Returns

Bring the item and the order document included in your purchase to any Florentino store.

The refund will be processed by our offices using the same payment method used for the purchase.

Returns are not accepted in Outlet stores or El Corte Inglés centres.

6. Returns from Home

To request a return from home, follow these steps:

Step 1: Request the return
Log in at www.florentino.com using your email and password.
Go to My Profile > Order History.
Select the order you wish to return, tick the item(s), and select the reason for the return.
Click Request Return.
You will receive a confirmation email.

Step 2: Prepare your return
Place the items in the original box.
Seal the package and remove or cover any original shipping labels to avoid errors.
Attach the return label received by email.
A courier will collect the package from your shipping address.

Step 3: Refund
Once we receive your package at our central warehouse, you will receive an email confirming the refund.
You will receive the refund via the same payment method used for the purchase within a maximum of 3 working days (this period may vary during sales periods, Christmas, or special promotions).

IMPORTANT: If you choose to return your order via a method not indicated by Florentino, this will be at your own risk and you will be responsible for both the shipping costs and the product in case of loss.
Returns will not be accepted as postage due.

You must include the document received with your order; otherwise, we will not be able to identify it.
Send your return to:

Florentino Colección, S.L.
Returns Department
Polígono Industrial Lalín 2000
Calle B, 30-34
36500 Lalín
Pontevedra (Spain)

7. Returns from DHL Service Point

To request a return from a DHL Service Point, please indicate this in the return notes.

You can find your nearest DHL Service Point here: DHL Service Points.

Once your return has been processed at a service point, you will receive an email from the courier with instructions.

8. Exchanges

To exchange for a different size, follow the same process as for a return.

In-store: Exchanges can be made in Florentino stores at no additional cost.
(Outlets and El Corte Inglés centres excluded.)

From home: Request a return and place a new order for the new item.

9. Refund

Once we receive your package at our central warehouse, we will send an email confirming your return.

You will receive the refund via the same payment method used for the purchase within a maximum of 3 working days (this period may vary during sales periods, Christmas, or special promotions).

Please note that the refunded amount may take longer to appear in your account depending on your payment method and issuing bank.

Shipping costs are not refundable, nor are any other costs or services related to your order.