FAQ

SHIPPING & DELIVERY

How long until my order arrives?

Orders are prepared within 1–2 working days, with courier delivery taking an additional 4–6 working days. Expect your order within 5–8 working days total. Check our Shipping Policy page for complete details.

Is shipping free?

Yes! We provide complimentary standard delivery on all UK orders. Visit our Shipping Policy page for more information.

Do you ship outside the UK?

At the moment, FLORSTONE only ships to addresses within the United Kingdom. We don't currently offer international delivery.

Can I track my parcel?

Absolutely. After your order ships, we'll email you a tracking number. Use this to follow your package's progress on our tracking page.

RETURNS & REFUNDS

What's your returns policy?

Items can be returned within 30 days of delivery. Products must be unworn, unused, and sent back in their original packaging in the condition you received them.

My item arrived damaged or faulty—what now?

Contact us at support@florstone.com with photos of the product and packaging. We'll organise a free replacement and cover all return postage costs.

When will my refund be processed?

After we receive and approve your return, refunds are issued within 7 working days. Funds go back to your original payment method, though your bank may need extra time to credit your account.

Are there any restocking fees?

No. FLORSTONE never charges restocking fees on any returns.

EXCHANGES & ORDER CHANGES

Can I swap an item for something else?

Yes, we're happy to arrange exchanges. Reach out to our support team with your request. You'll need to send back the original item first, and we'll dispatch the new one once it arrives.

Can I cancel my order?

Cancellations are possible before your order ships. Once dispatched, cancellation isn't an option and you'll need to use our standard returns process instead.

Can I modify my order after it's placed?

Changes can only be made before shipping. Contact us straight away at support@florstone.com if you need to update anything. Once your order leaves our warehouse, modifications aren't possible.

PAYMENTS & SECURITY

Which payment methods do you accept?

We offer multiple secure payment options including major credit and debit cards, plus digital wallets like PayPal, Apple Pay, and Shop Pay. Payment icons appear at the bottom of our site, with full details in our Payment Methods page.

Is my payment data protected?

Yes. All transactions use SSL encryption and we fully comply with PCI DSS security standards. Your complete card details are never stored on our servers.

PRODUCTS & SIZING

How do I work out my size?

Every product page features a comprehensive sizing guide to help you find your ideal fit. Still uncertain? Our support team is happy to offer personalised sizing advice.

What if something is out of stock?

Unavailable items are clearly labelled on the website. Register for restock alerts on the product page and we'll notify you when the item is back in stock.