Returns and Refunds Policy

Last Updated: February 2026

Your Right to Return

You have the right to return most items within 14 days of receiving your order for a full refund, in accordance with the Consumer Contracts Regulations 2013.

How to Return an Item

  1. Contact us first: Email us at hello@florenceandjoy.co.uk within 14 days of receiving your order
  2. Return your item: Send items back in their original condition and packaging within 14 days of notifying us
  3. Return address: We will provide the return address when you contact us

Return Costs

  • You are responsible for the cost of returning items unless the item is faulty or we sent you the wrong item
  • We recommend using a tracked postal service and obtaining proof of postage
  • We are not responsible for items lost or damaged in transit back to us

What Can Be Returned

Fabric Returns

  • Uncut fabric only: Fabric must be returned in its original condition, uncut and unused
  • Original packaging: Fabric should be returned on the original roll/fold with labels intact
  • Natural characteristics: Please note that natural fabrics (silks, linens) may have slubs and slight variations in colour or weave – these are natural characteristics and not considered faults

We cannot accept returns on fabric that has been cut or removed from its original packaging.

Cushion Returns

  • Cushions must be returned in original condition with all tags attached
  • Cushions must be unused, unwashed and in their original packaging
  • Cushion covers and cushion pads can be returned separately if still in original condition

Items That Cannot Be Returned

  • Cut fabric
  • Sale items and clearance products
  • Items from our ‘A Little Less Than Perfect’ range
  • Custom-made or bespoke items
  • Items that have been used, washed or altered
  • Items returned without original packaging or labels

Refunds

When You’ll Receive Your Refund

  • We will process your refund within 14 days of receiving your returned item
  • Refunds will be issued to your original payment method
  • Please allow 3-5 working days for the refund to appear in your account
  • We will email you to confirm when your refund has been processed

Refund Amount

  • Full refund of the item price (excluding original delivery charges unless the item is faulty)
  • If you received free delivery, we will deduct the standard delivery cost from your refund
  • Return postage costs are not refundable unless the item is faulty or incorrect

Faulty or Damaged Items

If your item arrives damaged, faulty or not as described:

  1. Contact us immediately and within 14 days of delivery at hello@florenceandjoy.co.uk
  2. Provide photos showing the damage or fault
  3. Do not use the item – keep it in the condition received
  4. We will arrange collection or provide a prepaid returns label
  5. You will receive a full refund including original delivery costs

After 14 days, we cannot guarantee a refund for damaged items.

Wrong or Missing Items

If we’ve sent you the wrong item or something is missing from your order:

  • Contact us within 14 days of receiving your order at hello@florenceandjoy.co.uk
  • We will arrange to collect the incorrect item at no cost to you
  • We will send the correct item or missing items by the fastest method available
  • You will not be charged for delivery of replacement items

Packaging Requirements

Your Responsibility

  • Items must be securely packaged for return transit
  • Use appropriate protective materials (bubble wrap, tissue paper, etc.)
  • Ensure the package is properly sealed
  • We reserve the right to refuse a refund or charge for items damaged due to insufficient packaging during return

Our Recommendation

  • Reuse the original packaging where possible
  • Use a sturdy box or padded envelope
  • Wrap items individually, especially cushions
  • Include your order number and return reason

Cancellations

Before Dispatch

  • Contact us within 24 hours of placing your order to cancel
  • Email hello@florenceandjoy.co.uk with your order number
  • Full refund will be processed if cancellation is confirmed before dispatch

After Dispatch

  • If your order has already been dispatched, you cannot cancel
  • You can refuse delivery or follow our returns process once received
  • Return postage costs will be your responsibility

Our Right to Cancel

We reserve the right to cancel your order if:

  • The item is no longer available
  • We cannot fulfil your order
  • There has been a pricing error on our website
  • Payment cannot be verified

If we cancel your order, you will receive a full refund and email notification.

Exchanges

We do not currently offer direct exchanges. If you would like a different item:

  1. Return your original item following our returns process
  2. Place a new order for the item you would like
  3. Once we receive your return, we will process your refund

Contact Us

If you have any questions about returns or refunds, please email us at:

hello@florenceandjoy.co.uk

We aim to respond to all enquiries within 1-2 working days.

Your Legal Rights

This policy does not affect your statutory rights as a consumer. For more information about your rights, visit the Citizens Advice website or contact Trading Standards.

Florence and Joy
Company Registration Number: 14378137
Registered in England and Wales