Returns

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TIME LIMIT FOR EXCHANGES/RETURNS

We want to ensure your satisfaction with the products purchased from our online store. You have 15 calendar days from the receipt of your order to make any exchange or return.

  • Products must be returned unused, in their original packaging, and with their labels intact.
  • No refund will be made if the product has been used beyond the mere opening of it or if it has suffered any damage.
  • Exclusions: For hygiene reasons, personalised products, face masks, underwear, tights, socks, or similar items are excluded.

RETURN COSTS

Returns in store: You can return or exchange your items in Florentino stores free of charge (excluding Outlets and El Corte Inglés centres).

Returns from home or Service Point: Shipping costs will be borne by the customer and will be deducted from the total amount to be refunded:

  • Spain – Mainland: 5.40 €
  • Spain – Balearic Islands: 8.40 €
  • Portugal: 7.40 €
  • Other European countries: 17.40 €

To manage your return quickly and easily, please follow these steps:

Step 1: Online request. Access our Returns Portal (under the "My Returns" section of your account). Enter your email address and order number. Select the items you wish to return and indicate the reason for your return.

Step 2: Prepare your parcel. Place the items in their original box. Attach the shipping label to the outside of the parcel, which you will receive by email after completing your request through the portal.

Step 3: Drop off your parcel. Take your return to a DHL Service Point. You can find the nearest one to your location by clicking here.

* If you prefer DHL to collect the parcel from your home address, please indicate this in the comments section when submitting your return request and we will arrange the collection.

Step 4: Refund. Once the parcel has been received and checked at our central warehouse, you will receive the refund using the same payment method used for the purchase within a maximum of 3 working days (this period may be extended during sale periods or special promotional campaigns).

RETURNS IN PHYSICAL STORES

Visit one of our official stores with the item and the purchase document included in the order. The refund will be managed from our head offices via the original payment method (no cash is given in store).

Please note that returns are not accepted in Outlets or El Corte Inglés centres.

SIZE EXCHANGES

In store: You can exchange sizes directly in our physical stores free of charge (except for Outlets and El Corte Inglés).

Online: To exchange a size online, you must process a return for the original item through our portal and make a new purchase for the desired size.

REFUNDS

You will receive the refund amount via the same payment method used (Card, PayPal, or Transfer) within approximately 3 working days after receipt at the warehouse. Please note that the credit may take a few additional days to appear in your bank account depending on your financial institution.

Note: Shipping costs from the original order will not be refunded.