Refund policy

Return Policy

Last Updated: October 2, 2026

At florentine, we want you to be satisfied with your purchase. If you need to return a leather goods product, this Return Policy explains the applicable return conditions, eligibility requirements, return process, and timeframe.

We offer free returns within 30 days, subject to the conditions below.

1. Return Window

You may request a return within 30 days of receiving your order.

The return request should be submitted within this 30-day period. Returns requested after the applicable return window may not be accepted unless otherwise required by applicable law.

2. Return Eligibility

To be eligible for a return, the product should generally:

Be returned within the 30-day return window.
Be in its original condition.
Be unused or only handled as reasonably necessary to inspect the product.
Include original packaging where reasonably possible.
Include any accessories, tags, documentation, or other items supplied with the product.
Not show unnecessary signs of wear, damage, alteration, or misuse.

For leather goods, reasonable variations in colour, texture, grain, and appearance may occur because leather is a natural material. Such natural characteristics do not necessarily indicate a defect.

3. Items That May Not Be Accepted

A return may be declined where a product has been:

Used beyond reasonable inspection.
Damaged after delivery due to misuse or improper handling.
Altered, modified, repaired, or personalized by the customer.
Returned without essential components or accessories where their absence prevents us from properly assessing the return.
Returned outside the applicable return period, except where required by law.

Nothing in this policy excludes or limits any rights you may have under applicable Australian consumer law.

4. How to Request a Return

To request a return, please contact our customer support team using the support email provided below.

Please include:

Your full name
Order number
Email address used for the order
Product you wish to return
Reason for the return
Any relevant photographs where the return relates to damage, a defect, or an incorrect item

Our support team will review the request and provide return instructions where the return is eligible.

Please do not send a product back before receiving return instructions from our support team.

5. Free Returns

We offer free returns for eligible returns within the 30-day return window.

Where a return is approved as eligible, we will provide the applicable return instructions.

Customers should follow the return instructions provided by our support team to avoid unnecessary delays.

6. Damaged or Defective Products

If your product arrives damaged or appears to have a manufacturing defect, please contact us as soon as reasonably possible.

Please provide your order number and clear photographs or other information that may help us assess the issue.

We may request additional information or photographs before determining the appropriate resolution.

7. Incorrect Product

If you receive a product that is different from what you ordered, please contact us as soon as possible.

We will review the order details and provide appropriate return instructions if the item needs to be returned.

8. Return Inspection

Once a returned product is received, it may be inspected to determine whether it meets the applicable return conditions.

If the product meets the return requirements, the return will be approved.

If the product does not meet the applicable requirements, we may contact you to explain the outcome and any available options.

9. Refunds After an Approved Return

An approved return may qualify for a refund in accordance with our Refund Policy and applicable law.

Where a refund is approved, our standard refund processing time is 4–6 business days after the refund has been processed.

The time required for the funds to appear in your account may vary depending on the payment provider or financial institution.

10. Return Shipping

For eligible returns, return shipping is free when the return is arranged according to our provided return instructions.

Customers should not independently select a return shipping method unless instructed to do so by our support team.

11. Return Processing Time

The time required to process a return may vary depending on when the returned product reaches us and the time required for inspection.

We recommend keeping any applicable return tracking information until the return has been fully processed.

12. Consumer Rights

This Return Policy does not exclude, restrict, or replace any rights or remedies available to consumers under applicable Australian consumer protection laws.

Where applicable law provides rights that are more favourable than the terms stated in this policy, those legal rights will continue to apply.

13. Changes to This Return Policy

We may update this Return Policy from time to time to reflect changes to our business practices, products, return procedures, or applicable legal requirements.

Any updated version will be published on this page with a revised Last Updated date.

Business Information

Business Name: florentine
Legal Business Name: CICCHETTI QVB PTY LTD
Contact Number: +61410306543
Business Address: Shop 22, Level 2, QVB, 455 George St, Sydney NSW 2000
Support Email: Info@florentine.site
Live Chat Support: 24/7
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
Time Zone: Australian Eastern Standard Time (AEST)

Refund Policy

Last Updated: October 2, 2026

At florentine, we aim to process approved refunds clearly and efficiently. This Refund Policy explains when refunds may be issued, how approved refunds are processed, and how long it may take for funds to reach your account.

This policy should be read together with our Return Policy and any other applicable terms on our website.

1. When a Refund May Be Issued

A refund may be issued where:

A returned product has been approved for a refund.
We have approved a refund following an assessment of a damaged, defective, or incorrect product.
An order is cancelled before fulfillment and a refund is applicable.
A refund is otherwise required under applicable Australian consumer law.
We determine that a refund is appropriate under the circumstances.

Approval of a refund is subject to the applicable return conditions, order circumstances, and consumer rights.

2. Return Required Before Refund

Where a refund is dependent on the return of a product, the product may need to be received and inspected before the refund is approved.

Our standard return window is 30 days from the date the order is received.

Eligible returns are subject to the requirements described in our Return Policy.

3. Refund Processing Time

Once a refund has been approved and processed by us, our standard refund processing time is 4–6 business days.

After we process the refund, the time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

A delay caused by a financial institution or payment provider may therefore extend the total time before the refunded amount appears in your account.

4. Original Payment Method

Where possible, approved refunds will be issued to the original payment method used for the purchase.

As payments are processed through Stripe, the refund may be handled through Stripe's payment infrastructure before being credited by the relevant financial institution.

We generally cannot redirect an approved refund to an unrelated payment method unless this is necessary and permitted under applicable circumstances.

5. Full or Partial Refunds

Depending on the circumstances of the order and the applicable legal requirements, a refund may be issued for the full eligible amount or, where appropriate, a partial amount.

The applicable refund amount will be determined after considering the order, product condition, return circumstances, and any relevant legal requirements.

6. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us as soon as reasonably possible.

Please provide:

Your order number
Your name
Details of the issue
Clear photographs or other supporting information where applicable

We may request additional information to assess the issue.

If a refund is approved, it will be processed according to the applicable refund procedure.

7. Cancelled Orders

If an order is cancelled before fulfillment and a refund is applicable, the eligible amount will be refunded through the applicable payment method.

If an order has already been dispatched, the cancellation may instead need to be handled under our Return Policy.

8. Return Shipping and Refunds

We offer free returns for eligible returns within our 30-day return window.

Where a return is approved and the product qualifies for a refund, the refund will be processed after the returned product has been received and assessed where an inspection is required.

Customers should follow the return instructions provided by our support team.

9. Refunds for Products That Do Not Meet Return Conditions

A refund may not be approved where a returned product does not meet the applicable return requirements, subject to any rights available under Australian consumer law.

Examples may include products that have been unnecessarily used, damaged through misuse, altered, or returned outside the applicable return period.

Natural characteristics of leather, including reasonable variations in grain, texture, and colour, are not necessarily defects and may not independently qualify a product for a refund.

10. Refunds for Overpayments or Duplicate Payments

If you believe you have been charged more than once or have otherwise been incorrectly charged, please contact our support team.

We will review the relevant transaction and, where an overpayment or duplicate charge is confirmed, process any applicable refund.

11. Payment Processing

All payments on our website are processed through Stripe.

We do not intentionally store complete payment card details on our own systems.

Once a refund is initiated through Stripe, the time required for the funds to be credited may depend on the payment method and financial institution involved.

12. Refund Not Received

If you have been notified that your refund has been processed but the funds have not appeared after a reasonable period, please first check your payment account or bank statement.

If the refund still cannot be located, contact our support team with:

Your order number
Name used for the order
Date the refund was approved
Amount of the expected refund

We will review the refund status and provide any available information.

13. Consumer Rights

Nothing in this Refund Policy is intended to exclude, restrict, or replace any rights or remedies available to consumers under applicable Australian consumer protection laws.

Where applicable law provides a right to a refund, replacement, repair, or another remedy, those rights continue to apply.

14. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes to our business practices, payment processes, refund procedures, or applicable legal requirements.

Any updated version will be published on this page with a revised Last Updated date.