SHIPPING AND DELIVERY

SHIPPING AND DELIVERY

HOW WE FULFIL YOUR ORDER

At Florence & Grey, orders are fulfilled by our international warehouse partners and shipped directly to your door. This allows us to offer a wide range of styles at competitive prices with free delivery across the United Kingdom.

Processing Time

Orders are processed within 1–3 business days. Once your order has been shipped, you will receive a confirmation email with your tracking details.

Delivery Time

The average delivery time is 10–20 business days, depending on your location. During peak periods, public holidays, customs clearance, or high order volumes, delivery may take slightly longer.

Tracking

All orders include Track & Trace. You will receive your tracking link by email once your order has been dispatched.

Shipping Costs

We offer free shipping on all orders across the United Kingdom. Shipping costs for other destinations, if applicable, are displayed at checkout.

Customs & Import Duties

Depending on your destination, local customs duties, import taxes, VAT, or handling fees may apply. These charges, if any, are the responsibility of the customer.

Order Cancellations

Orders can only be cancelled within 24 hours of placement. To request a cancellation, please contact us immediately at info@florence-grey.com with the subject line: CANCEL – [Your Order Number].

Once 24 hours have passed, your order will have entered the fulfilment process and can no longer be cancelled. In that case, our standard return policy applies once your order has been delivered.

Responsibility During Shipping

• If tracking confirms your package has been delivered, responsibility lies with the customer.

• Please double-check your shipping address at checkout. Address errors must be reported within 24 hours of placing your order.

• Customers who have purchased Order Protection may be eligible to file a claim. Please see our Order Protection terms below.

Questions?

ORDER PROTECTION

At Florence & Grey, we want every order to reach you safely and on time. That is why we offer Order Protection at checkout — an optional add-on that helps cover your package against loss or damage during transit.

What Is Covered

Order Protection covers the following situations when sufficient evidence is provided:

• Package confirmed lost by the carrier and not delivered after the estimated delivery window has passed

• Package delivered in visibly damaged condition affecting the item(s) inside

What Is Not Covered

Order Protection does not cover the following:

• Packages marked as “delivered” by the carrier, unless an official carrier investigation confirms non-delivery

• Delivery delays caused by customs, weather events, public holidays, or carrier backlogs

• Incorrect or incomplete shipping address entered at checkout

• Packages refused at the time of delivery

• Loss or damage occurring after confirmed delivery

• Claims submitted after 14 days of the estimated delivery date shown in your tracking information

• Orders where Order Protection was not purchased at checkout

• More than one claim per customer within any 6-month period

How to File a Claim

To submit a claim, email us at info@florence-grey.com with the subject line:

CLAIM – [Your Order Number]

Your email must include all of the following, otherwise it may not be processed:

• Your order number

• A clear description of the issue

• Photo or screenshot evidence as an attachment

• Carrier enquiry reference number, if applicable

Claims must be submitted within 14 days of the estimated delivery date shown in your tracking information. Claims submitted outside this window may not be processed.

Evidence Requirements

We are unable to process claims without adequate supporting documentation.

Package Not Received

• Screenshot of your tracking page showing the current delivery status

• Official carrier enquiry reference number, if available

Package Delivered Damaged

• Clear photo of the damaged item(s)

• Clear photo of the original packaging, including box, bag, or labels

• Both photos must be submitted together. Damage claims without packaging photos may not be approved.

Claim Review Process

All claims are reviewed manually. Once your claim is submitted, you will receive a confirmation within 1–2 business days. Our review process may include:

• Verification that the claim was submitted within the eligible timeframe

• Review of all submitted documentation

• Carrier tracking verification

• Assessment against our coverage terms

We reserve the right to request additional documentation at any stage of the review. If additional documentation is requested, you will have 5 business days to respond. Failure to provide the requested information may result in automatic claim closure.

Claims are typically resolved within 3–7 business days after receiving complete documentation.

Claim Outcomes

Approved claims may be resolved using one of the following options, at our sole discretion:

• Store credit issued to your account

• Replacement of the original item, subject to availability

Cash refunds are not issued under Order Protection. The Order Protection fee is non-refundable once your order has been fulfilled.

Claim Denials

If your claim does not meet our coverage requirements, you will receive a written explanation by email. Denial reasons may include, but are not limited to:

• Claim submitted outside the 14-day window

• Insufficient or invalid documentation provided

• Package confirmed as delivered by carrier without supporting carrier investigation

• Incorrect shipping address entered at checkout

• Previous claim on record within a 6-month period

• Issue falls outside covered circumstances

If you believe your claim was denied in error and have additional documentation to support your case, you may resubmit once within 5 business days of receiving your denial notice.

Important Notes

Order Protection is a discretionary protection programme offered by Florence & Grey. It is not an insurance product. All claims are subject to review and approval based on the terms outlined on this page.

By purchasing Order Protection at checkout, you confirm that you have read, understood, and agreed to these terms.

Florence & Grey reserves the right to update these terms at any time. The version in effect at the time of your purchase applies to your order.

Questions About Your Claim?

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