Top Kaela - Acero

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Returns & Exchanges

To submit your return, email support@florentella.com with your order number and reason for return. Our team responds within 24–48 hours with your return label and full instructions.

We offer both full refunds and store credit. If you choose store credit, you can use it immediately on any item in our store.

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Returns Policy

• All return requests must be submitted within 30 days of delivery.
• Approved refunds are issued to your original payment method within 3 business days.
• Store credit is valid for 12 months from the date of issue.
• Items marked as FINAL SALE cannot be returned unless faulty.
• Florentella provides a prepaid return label — return shipping is covered by us.
• Faulty items under $30 do not require a return — a refund or replacement is issued upon photo confirmation.

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Items Not Eligible for Return

• Sale or clearance items (unless faulty).
• Accessories (excluding shoes and heels).
• Lingerie and intimates.
• Swimwear without the original hygiene sticker intact.

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Condition of Return

All items must be returned:

• Unworn and unwashed.
• With all original tags still attached.
• In original packaging, free from perfume or odour.
• Shoes tried on indoors only, returned in original box with no scuff marks.

Items not meeting these conditions will not be eligible for a refund or store credit and will be returned to the customer.

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Faulty or Damaged Items

Email support@florentella.com within 5 days of delivery with your order number and a photo of the defect. We will offer a full refund or free replacement.

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Order Not Arrived

If your order has not arrived within 30 days of your shipping confirmation, contact us immediately. If confirmed lost, Florentella will issue a full refund or resend your order at no cost.