Return policy
Last Updated: Aug, 17 2026
At Florstone, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may be eligible for a return or refund under the terms outlined below.
Return Eligibility
You may request a return within 30 calendar days of receiving your order.
To qualify for a return due to a change of mind, the item must:
Be unused and in its original condition.
Be returned with all original packaging .
Not show signs of wear,, damage, or misuse.
To initiate a return, please contact our customer support team within 30 days of delivery.
Faulty, Damaged, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.
To help us resolve the issue quickly, please provide:
Your order number.
A description of the issue.
Clear photographs or videos showing the problem.
After reviewing the information, we may offer one of the following remedies:
A replacement item. or a full refund.
If a return is required for a faulty or incorrect item, we will provide return instructions and cover the return shipping costs.
Return Shipping Costs
For returns due to a change of mind or customer preference, the customer is responsible for the return shipping costs.
We recommend using a tracked shipping service and retaining proof of postage until the return has been received and processed.
How to Request a Return
To start a return, please contact us using the details below:
Phone: +44 7449706389
Email: support@florstone.co
Our customer support team will provide return instructions and the appropriate return address for your order.
Please do not send items back without first contacting us so we can ensure your return is processed correctly.
Return Address
Returns may be processed at our designated returns facility:
Address:
Address: 57 Bleak Hill Rd, Birmingham B23 7EJ, United Kingdom
In some cases, customers may be provided with an alternative return address depending on the product or fulfillment location. Return instructions will be provided by our support team.
Refunds
Once your returned item has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will be issued to the original payment method used for the purchase within 7 business days.
Depending on your bank or payment provider, additional processing time may be required before the refund appears in your account.
Non-Returnable Items
The following items may not be eligible for return unless faulty or damaged
Products damaged through normal wear and tear.
Items returned without their original packaging where the packaging forms part of the product.
Nothing in this policy affects your statutory consumer rights under applicable law.
7. Sale Items
Sale and discounted items are eligible for return under the same policy conditions outlined above.
How to Start a Return
Before posting anything back, please email support@florstone.co first. This helps us authorise the return, keep track of your parcel, and ensure faster processing of your refund.
Send returns to: 57 Bleak Hill Rd, Birmingham B23 7EJ, United Kingdom
Refund Processing
Once your returned item arrives at our facility, we'll examine it and let you know if your refund is approved. Approved refunds are issued to the original payment method within 7 days. Bear in mind that some banks or payment providers may take a little longer to reflect the credit in your account.
Questions?
Our support team is ready to assist with anything related to returns or refunds:
Florstone
Address: 57 Bleak Hill Rd, Birmingham B23 7EJ, United Kingdom
Phone: +44 7449706389
Email: support@florstone.co
Customer Service Hour: Monday to Friday, 10:00 a.m. – 6:00 p.m. (GMT)
We do our best to reply within 24–48 hours.