Refund policy

Your satisfaction is our priority at FLORSTONE. We take pride in the quality of everything we sell, and if your order doesn't meet expectations, we're here to make it right with a straightforward returns process.

Damaged, Defective, or Wrong Items

If your order arrives broken, faulty, or not as described, please contact us within 30 days of receiving it. Send an email to support@florstone.com with your order number and attach photos that clearly show the issue.

When items are damaged in transit or shipped incorrectly, we'll resolve the situation with either a replacement, store credit, or a complete refund—whichever works best. We'll also reimburse any shipping fees you originally paid. There are no restocking fees on any returns we accept. Please note that customers are responsible for organising and covering the cost of return shipping.

Size or Product Exchanges

Looking to swap for a different size, colour, or style? No problem—we can help with that. Get in touch with our support team and we'll walk you through the exchange steps.

30-Day Return Window

Not completely happy with your purchase? Eligible products can be returned within 30 days from the date of delivery, as long as they meet these conditions:

Never worn or used
In their original, undamaged state
Packed in the original packaging

Make sure to write your order number on the outside of the parcel before sending. You'll need to cover the cost of return shipping, and we're unable to refund the original delivery charge for change-of-mind returns. Once your item reaches us, expect your refund to be processed within 7 days—though your financial institution may need additional time to post the credit.

What We Can't Accept

Returns will not be processed for:

Packages received without a valid order number

How to Start a Return

Before posting anything back, please email support@florstone.com 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.