Refund policy

Please note that Florian Home does not offer refunds for change of mind purchases.

In the unlikely event that your item arrives damaged or faulty, we will gladly offer an exchange where possible, or alternatively provide a refund if an exchange is not. 

If you would like to return your order for an exchange, you have 14 days from the date of receipt to notify us on hello@florianhome.com.You will have a further 14 days to send your item back to us after receiving a response from us. To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.  

DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

HOW TO RETURN A PRODUCT:

Step 1. Pack your products safely in appropriate shipping boxes/bags. Please be mindful of what packaging is used, especially if the products are fragile. 

Step 2. Attach the included returns label to the parcel and ensure everything is packed and closed securely.

Step 3. Drop your return parcel at any drop off point from Sendles national network of locations, this can be found at:

https://try.sendle.com/en-au/drop-off

Step 4. You will receive a tracking number once the parcel has been received by sendle. Track your order to ensure it makes it back to us safely!

Once the parcel has been received by us, the money should be back in your account within 7 days.

Please note you, the customer, are responsible for the safe return of the product to our brand partner. We are therefore not liable for any damaged or lost returns

5.  Your order will be refunded back to your original payment method (including gift cards) once it has been safely received. Please note your refund won't include shipping costs already paid unless your products arrived damaged or with a fault.

ARE ANY PRODUCTS EXCLUDED FROM YOUR RETURNS POLICY?
Yes, made-to-order products, perishable goods and pre-sale items are non-returnable/non-refundable and should be noted as such in the product description. 
If the product arrives damaged, is faulty or not as described, we will honour our returns policy and / or arrange for a replacement to be sent to you at our cost. Unfortunately we cannot offer returns on gift cards or sale items. 

DO YOU OFFER FREE RETURNS?
No, the cost and handling of the return is the responsibility of you, the customer, and we ask that you carefully package the products you wish to return and use a tracked shipping method for peace of mind. Please note we are not liable for any damaged or lost returns.

CAN I EXCHANGE A PRODUCT?
Florian Home does not offer exchanges, if you would like to exchange your product you will need to return it and order the new product in a new, seperate order.

WHEN WILL I KNOW THAT THE BRAND HAS RECEIVED MY RETURN?
We will issue your refund as soon as they have received it back and contact you if there are any issues with your return.
If you believe your order has been returned and you haven't received a refund, please email us on hello@florianhome.com with the tracking number for your return and we will follow it up.

HOW LONG WILL IT TAKE FOR MY REFUND TO COME THROUGH?
Once we have received your return, we will issue your refund and notify you of this by email. Kindly note refunds can take 5 – 10 working days to appear on your account. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@florianhome.com

WILL I BE REFUNDED FOR SHIPPING WHEN I RETURN MY ORDER?
We will only refund shipping if your order arrived damaged, with a fault or was returned to us due to failed delivery attempts, and you have chosen not to have it redelivered or receive a replacement.
If you are returning your order for any other reason, we will not refund shipping.

WHAT HAPPENS IF MY ORDER IS DAMAGED OR LOST UPON RETURN?
Please note you, the customer, are responsible for the safe return of the product to our brand partner. We are therefore not liable for any damaged or lost returns, and more information about this can be found on our Shipping & Returns page.

You can always contact us for any return question at hello@florianhome.com