Refund policy

We want you to love what you ordered. If something isn't right, you may request a return within 30 days of delivery.

Return conditions

Items must be unworn, unwashed, and in their original condition with all tags attached.
Items must be returned in their original packaging.
Sale items marked "Final Sale" are not eligible for return.

Items that cannot be returned

For hygiene reasons, the following cannot be returned unless they arrive faulty: swimwear, lingerie and sleepwear, pierced jewelry (including earrings), hair accessories, socks and tights, and face masks.

How to start a return

Email flolaeshop@gmail.com with your order number and the item(s) you'd like to return. Our team will confirm your request and send you return instructions, including the return address. Please do not send items back before receiving return instructions — unauthorized returns cannot be processed.

Return shipping

Approved returns are sent to our warehouse in China. Return shipping is arranged and paid for by the customer, unless the item arrived damaged, faulty, or incorrect — in those cases we cover the return entirely.

We will provide the full return address once your request is confirmed. Please keep your tracking number until the refund is completed.

Refunds

Once your return is received and inspected, we will notify you by email. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional billing cycle for the credit to appear on your statement.

A shipping charge of $8.99 USD is deducted from every refund. Your order was already dispatched from our warehouse and that cost cannot be recovered:

Orders under $59.00 USD — the $8.99 you paid at checkout is not refunded.
Orders of $59.00 USD and above — shipping was free as a promotional benefit, so the $8.99 shipping cost we incurred is deducted from your refund.

This deduction does not apply when the return is due to our error. If an item arrives damaged, faulty, or incorrect, you receive a full refund including all shipping.

Exchanges

We do not process direct exchanges. If you need a different size or color, please return the original item for a refund and place a new order.

Damaged, faulty, or incorrect items

Please contact us within 7 days of delivery with your order number and photographs of the issue. We will arrange a free replacement or a full refund, including any shipping costs.

Order cancellations

Orders can be cancelled free of charge within 12 hours of being placed, provided they have not yet been dispatched. Contact us as soon as possible if you need to cancel.

Lost or undelivered parcels

If your tracking shows no movement for 10 business days, or your parcel is marked delivered but you have not received it, contact us and we will open an investigation with the carrier.