Returns & Exchanges Policy

We at Florlie aim to deliver a smooth, stress-free online shopping experience for every customer.
Every piece of women’s apparel goes through a full quality inspection before shipment to guarantee consistent high standards. Sizing varies widely across different styles, so we highly recommend measuring yourself carefully before placing an order. If a product page does not include a size chart, feel free to reach out to our support team via the live chat button.
If your order arrives damaged, flawed, mis-sized or completely different from what you ordered, please message us right away. We will provide a resolution within 1 business day. Return and exchange requests without valid supporting issues listed above will be denied.
All items being returned must be shipped back to our warehouse for inspection. Once we receive your package, our team will review your after-sales request within 5 business days. Approved refunds will be processed back to your original payment method within 10 additional business days after review finishes. Original shipping fees are non-refundable, as these cover delivery logistics costs. Our after-sales coverage lasts 30 days from your order date; we cannot assist with any requests submitted past this window.

Items That Cannot Be Returned or Exchanged

  1. For hygiene purposes, intimates, bodysuits, swimwear and all accessories are final sale with no returns or refunds permitted.
  2. Custom-sized and custom-designed pieces are crafted to your unique specifications, so they cannot be returned or refunded under any circumstance.
  3. Prom gowns, wedding dresses and bridesmaid dresses are all hand-sewn with high production costs and count as final sale. If you spot minor imperfections such as loose threads or slight uneven stitching within 48 hours of delivery, contact our support team to work out a solution.
  4. You must notify our team of your return reason before sending items back. Returned merchandise has to stay brand new, unworn, unwashed, unaltered and free of damage. Any worn, stained, damaged or self-modified items will be rejected immediately upon arrival.
  5. We do not accept return shipments sent freight collect. All shipping costs associated with sending items back to us are the buyer’s responsibility.
  6. Orders purchased using coupon codes are ineligible for returns or exchanges. If you split payment between a coupon and another payment method, only the amount you paid out-of-pocket beyond the coupon discount can be refunded.

Complete Return Step-by-Step Guide

  1. Get in touch with customer support and share your registered account email, a full breakdown of your issue, your desired resolution (refund or exchange), plus clear photos or video evidence of the problem with your item.
  2. Wait for our return confirmation email, which will include our official warehouse return address.
  3. Ship your items to the address provided, then send a follow-up email listing which products you’re returning along with your courier tracking number.
  4. Your return package must be postmarked and shipped out within 14 days of submitting your after-sales request. Any packages mailed after this deadline will be sent back to you unprocessed.
  5. After our warehouse inspects your returned goods and approves your request, your refund will automatically be issued to your original payment account within 10 business days.
Kind Reminder: Not all return submissions are guaranteed approval. Please read this full policy thoroughly before filing an after-sales request to confirm your order meets return eligibility.

How to Contact Support for After-Sales Issues

When reporting an order problem, include your registered account email, order number and a thorough explanation of the issue. If your item arrived damaged, was shipped incorrectly or does not match its listing description, attach clear photos or video proof. Confirm every detail with our team via email before mailing any items back.
Important Note: We do not offer free return shipping at this time. Buyers are liable for all return shipping charges plus any applicable customs tariffs incurred during transit. We suggest using a standard courier service that provides full tracking visibility for your return package.

After-Sales Processing Timeline

Our warehouse team takes up to 5 business days to complete inspection and review once your return arrives. Refunds will be fully processed within 10 business days after your review is approved.
If you have further questions, visit our “Contact Us” page on our website. We guarantee a response to all customer messages within 24 hours.
Support Email: support@florlie.com