Returns

We want to ensure your satisfaction with the products purchased in our online store, and for this reason you have 15 calendar days from the date you receive the order, to return an item to us (for a refund or an exchange).

All returned items should be sent in a new and unused condition and in the original packaging including tags (e.g. shoes should be returned with the original shoe box). The customer service department will indicate you the return method.

No refund will be made if the product has been used beyond simply opening ,or if it has suffered any damage.

The Personalised items, underwear, socks, face masks or similar products may not be returned.

Return at store:

You can return or exchange your items at a Florentino store without any additional cost. Florentino outlets and El Corte Inglés department stores are excluded (+info)

Return from a home address or at a DHL service point:

If you want to make the return from your home address or at a DHL service point, you must bear the return costs which will be deducted from the amount of your refund, as long as the products are in perfect conditions and properly labelled.All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it when trying it /inspecting it eg. please ensure that any security seals or tags are still intact.
Once the item is received and your return request approved, we will send you a code-voucher via email, for the value of the return shipping costs which you may use on your next purchase in our online store. The promotional discount applies to the original purchase only, and is not valid for any subsequent exchanges or purchases.
In case of return, the value of the voucher will not be refunded.

From Iberian Peninsula: 5,40 €
From Spain – Balearic Islands: 8,40 €
From Portugal: 7,40 €
From Other European Countries: 17,40 €

You just need to come to any of our stores and present, as well as the item(s), the document (delivery note) that was attached to the original order.

The refund will always be made from our head offices using the same payment method used to pay for your purchase.

It is not allowed to make returns at Florentino Outlets or El Corte Inglés department stores

To request a return from your home address, follow the below steps:

Step 1: Request the return. Go to www.florentino.com and log into your account with your email and password. Select My profile and click on Order history and details. Mark the corresponding boxes to the items and provide an explanation for the return. When complete, click the Request Return button to continue. You will receive an email confirming your return request.

Step 2: Prepare the return. Put the items you want to return in the original box sent(if possible), then close and pack it correctly, cross out and remove any label stuck in the original box to avoid shipping errors. Affix the label received by email from the transport agency. We will send a courier to your specified delivery address to collect your parcel.

Step 3: Refund. Once we receive your parcel back to our warehouse and as soon as we have completed your return, we will send you an email letting you know whether a refund or exchange has been processed. Any refund will automatically be issued to the payment method you used to place your original order; this typically takes around 3 working days, depending on you payment method issuer. Please note that this period may vary during sales, Christmas campaigns or special promotions.

PLEASE NOTE: If you do not wish to use either of the above return methods indicated by Florentino, you will be responsible for the return costs as well as for the costs of the product(s) in case of loss. We will not accept returns with unpaid postage or shipping due All returned items should be sent in their original condition and packaging including tags, boxes, etc. and together with the delivery note you have received with the original order, if not, it will be impossible for us to identify it. You can send the return(s) to the following address:

Florentino Colección, S.L
Departamento de devoluciones
Polígono Industrial Lalín 2000
Calle B, 30-34. 36500 Lalín
Pontevedra (España)

To be able to make a return from the DHL Service Point, you must indicate this in the return remarks. .

You can find your nearest service point at DHL Services Point

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

To make an exchange for another size, the process is the same as that used for the Returns.

At Store: You are able to make a return free of charge to any Florentino store in Spain. Florentino Outlets and El Corte Inglés department stores are excluded

From Home: You can request the return of the unwanted item and place a new order.

Once we receive the parcel in our warehouse and after examining the items, we will inform you via email of whether you have the right to reimbursement of the amounts paid.

The refund will always be paid using the same payment method you used to pay for your purchase. You will be refunded for the item within 3 working days (This period may vary during sales, Christmas campaigns or special promotions), but take into account that the funds may take longer to appear in your account depending on your payment method and bank/card issuer.

Shipping costs, or any other expense or service related to your order will not be reimbursed.