At Florence & Marabel, customer service is very important to us and we want to ensure that your online experience is easy, convenient and enjoyable.
We will offer a store credit or exchange on an item for change of mind if:
- The product has not been worn, altered and/or washed and is in a resalable condition.
- The product has not been damaged whilst in the customers possession.
- The product is in its original packaging with all tags intact.
- The customer has original sales receipt.
- The product is returned within 14 days.
Florence & Marabel’s Gift Vouchers, Sale Items, Lay-bys, Jewellery and Swimwear are not eligible for change of mind policy.
Returned items are at the expense of the customer (unless faulty) and we recommend a trackable method.
If we are unable to fulfil your order placed a total refund will be processed including postage.
Please contact us immediately if you intend to exchange/store credit your item via email at email@example.com or phone (07) 4564 8385
We will then issue you with a Returns Authority Number.
Please note Florence & Marabel takes no responsibility for return items lost in the mail.
When returning Goods: Please enclose
a) RA Number with explanation of reason for return/comments.
b) Your contact details, including email address and phone number
c) If wanting to exchange your item, please include a self addressed Express post envelope to send your new item back in. Your new item cannot be sent without this.
d) Return to:
Florence and Marabel
12 Duggan Street, Toowoomba, Qld 4350
Once we have received the item back we will try to replace for you ASAP, you will be notified via email once your item has been sent. If we can’t replace the item we will call and discuss the outcome.
FAULTY GARMENT RETURNS
We aim to provide our customers with products of the highest standard and quality and a thorough check of your product is undertaken before it is sent off. If you have purchased an item that you believe has a manufacturing fault please contact us at firstname.lastname@example.org or 07 45648385 and we will try and resolve the problem as fast as possible.
If the product has a minor fault then we have the right to repair the fault to the product. If we believe the fault cannot be repaired then then we will replace the product, which matches your original purchase. However, if we are unable to repair or replace your faulty item then we will reimburse you in full for you purchase.