Returns and refunds policy

1. Return and Exchange Period

You have 15 calendar days from the date of receiving your order to request an exchange or return.

2. Conditions for Accepting Returns

Products must be returned:

• Unused and in perfect condition.

• With the original tags attached and in their original packaging.

• Free from odours, stains, signs of wear or washing.

Returns of products showing signs of use or damage will not be accepted.

3. Excluded Products

Returns are not accepted for:

• Personalised products.

• Face masks.

• Underwear, tights, socks or similar items.

4. Return Costs

In-store return (free of charge):
You can return or exchange your items at Florentino stores at no additional cost. Outlet stores and El Corte Inglés department stores are excluded.

Home collection or DHL Service Point return (subject to a fee):
The customer is responsible for the return shipping costs, which will be deducted from the refund amount.

Fees:

• Spain (Mainland): €5.40

• Balearic Islands: €8.40

• Portugal: €7.40

• Other European countries: €17.40

5. In-store Returns

Please visit a Florentino store with the garment and the document enclosed with your order.
Returns are not accepted at Outlet stores or El Corte Inglés department stores.

The refund will be processed using the same payment method used for the purchase.

6. Returns Procedure

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 your nearest 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.

Once the parcel has been received at our warehouse, a confirmation email will be sent. The refund will be processed within a maximum of 3 working days. This period may be extended during sale periods or special promotional campaigns.

7. Exchanges

For a size exchange, you must follow the return procedure and place a new order.

In-store: free exchange (not valid at Outlet stores or El Corte Inglés department stores).
From home: request a return and purchase the new item.

8. Refund

The refund will be made using the same payment method used for the purchase. The amount may take longer to appear depending on the payment method and the issuing bank.

The original shipping costs and any other costs related to the order will not be refunded.

9. Important

If you decide to return your order using a method other than the one indicated above, it will be under your responsibility and returns sent with unpaid shipping charges will not be accepted.
You must include the document enclosed with your order so that it can be correctly identified.

Send to:
Florentino Colección, S.L.
Returns Department
Lalín 2000 Industrial Estate
Street B, 30-34
36500 Lalín
Pontevedra (Spain)