Refund policy

Last Updated: January 17, 2026
Operated by: JG ECOM LTD (Company No. 16443007)
Return Address: 275, New North Road, London N1 7AA, United Kingdom
Support Email: firenzistoreadm@gmail.com

1) Eligibility and return window (30 days)

We accept returns for both defective and non-defective items. You have 30 days from the date you receive your order to request a return.

To be eligible, items must be returned in the same condition you received them: new, unworn, unused, with tags attached, and in the original packaging, with proof of purchase (order number/receipt).

2) How to start a return (by mail)

To request a return, email firenzistoreadm@gmail.com and include:

  • your order number, and

  • the item(s) you would like to return.

If your return is approved, we will send you a free return shipping label (download and print) and instructions on how to send your parcel.

Returns sent without approval will not be accepted.

3) Return method and costs

  • Return method: By mail

  • Return label: Free (download and print)

  • Restocking fees: No cost

4) Exchanges (accepted)

We accept exchanges within 30 days of delivery, subject to stock availability.

To request an exchange, email firenzistoreadm@gmail.com with your order number and the item/size you want. If approved, we will email you a free return shipping label. Once we receive and inspect your return, we will ship the replacement item.

5) Damaged, defective, or wrong items

Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us immediately at firenzistoreadm@gmail.com so we can evaluate the issue and resolve it.

6) Non-returnable items

  • Gift cards

7) Refunds and processing time (10 days)

Once we receive your return, we will inspect it and notify you whether the refund is approved.

If approved, you will be refunded to your original payment method within 10 business days.

Please note: your bank or card provider may take additional time to post the refund after it is issued. If more than 15 business days have passed since your refund was approved, contact us at firenzistoreadm@gmail.com.

8) Delivery area

This Returns & Refunds Policy applies to orders delivered within the United Kingdom (GB) only.