Return, Refund & Cancellations Policy

At Florimay, we aim to offer a transparent and straightforward shopping experience.
Please read this policy carefully before placing your order. By purchasing from our website, you agree to the terms set out below.

1. Return Period

Eligible items may be returned within 30 days of delivery, subject to the conditions below.

2. Conditions for Returns

An item is eligible for return if:

It is unused, unworn, and undamaged
It is in its original condition
All original labels and packaging are intact
The return request is submitted within the return period
The return is pre-authorized by our customer service team

Trying items on for fit (as you would in a retail store) is permitted.
Where there are visible signs of wear, washing, or damage, a reduction in value may be applied.

3. Items Excluded from Returns

Returns are not accepted for:

Items with broken hygiene seals
Personalized or custom-made products
Items damaged through improper use

Underwear, shapewear, and bras are non-returnable if the hygiene seal has been removed.

4. Return Shipping & Restocking Fee

All returns must be shipped to our central warehouse in Asia.

Customers are responsible for:

All return shipping costs
Selecting a shipping provider that supports customs clearance
Paying any customs duties, taxes, or handling fees
Ensuring accurate customs documentation

Florimay cannot be held responsible for return parcels that are delayed, rejected, or lost due to customs issues or unsuitable shipping methods.

Restocking Fee

A 15% restocking fee applies to all approved returns.
This fee covers inspection, processing, and inventory handling.

The same 15% restocking fee applies to:

Unopened packages
Parcels refused upon delivery
Parcels left unclaimed and automatically returned to us

Exceptions:
The restocking fee may be waived only if the item arrived damaged or defective.
Each case is reviewed on an individual basis.

5. Return Address

Returns may be sent only to the return address provided by our customer service team after approval.
Parcels sent to any other address cannot be processed.

6. How to Start a Return

To request a return, please email hello@florimay.com with:

Your order number
The item(s) you wish to return
The reason for the return
Clear photos (required for damaged or incorrect items)
Your full name and shipping address

You will receive instructions within 24 business hours (Monday–Friday).

7. Order Cancellations

Orders may be cancelled within 30 minutes of purchase.

Once processing has begun, cancellation is no longer possible.
After delivery, a return may be requested in accordance with this policy.

8. Refunds

Once your return has been received and inspected:

You will be notified of the outcome
Approved refunds are issued to the original payment method
Please allow 5–10 business days for the refund to be finalized by your bank or payment provider

The 15% restocking fee, where applicable, is deducted from the refund.
Original shipping costs are non-refundable.
Optional insured shipping selected at checkout is non-refundable.

9. How Discounts Work When You Return Items

If your order included a promotional discount (such as bundle deals, Stack & Save, or buy-more-save-more offers) and you return part of your order, your refund may be adjusted.

Discounts are recalculated based on the items you keep, not on the items originally purchased.

Example:
If after your return your remaining order no longer meets the conditions of the promotion, the discount is removed and your refund is recalculated accordingly.

Refunds are always based on the final qualifying order value after returns.
A 15% restocking fee may apply, and return shipping costs remain the customer's responsibility.

10. Store Credit

In certain cases, store credit may be offered at our discretion.

Store credit is non-refundable and can only be issued once per order.

11. Failed Delivery or Incorrect Address

If an order is returned due to an incomplete or incorrect address provided at checkout:

We may arrange a redelivery once the parcel arrives back at our warehouse and the correct address is confirmed, or
Offer store credit as a gesture of goodwill, depending on the condition of the returned items

Where the returned items are no longer in their original condition, a reduction in value may apply.

12. Policy Updates

Florimay reserves the right to update or modify this policy at any time.
Changes take effect immediately upon publication on our website.

13. Contact Information

If you have any questions, our support team is happy to assist.

📧 Email: hello@florimay.com
📞 Phone: +1 415 578 4170

Contact form: https://www.florimay.com/pages/contact