Our Returns Policy
Returns & Exchanges
We accept Returns & Exchanges for Flora Masks that have not been worn & have the original tags still attached. Your must Contact Us within 5 days of receipt of your order to return or exchange your mask. You can contact us at firstname.lastname@example.org or via Facebook Messenger. After 5 days, we will not be able to accept returns or exchanges.
Please inspect your mask upon delivery before wearing it and contact us if you have any concerns or would like to return or exchange your mask.
Due to the personal nature of this item, we, unfortunately, cannot accept returns or exchanges of masks that have been worn or do not have the original tags attached.
Your satisfaction is our main priority so if there is ever an issue with your order, please contact us so we can make it right.
Damage & Defects
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Mistakes do happen. If your order is incorrect, please contact us right away so we can resolve this issue and get your correct order to you.
You must contact us at email@example.com or via Facebook messenger to initiate a return.
Please provide your name & order number when contacting us for a return. Once your return has been accepted by us, we will send you a pre-paid return label (UK returns only). If you are returning from outside the United Kingdom, you will be responsible for arranging & paying for the return of your items. We recommend using a tracked or signed for postage service for your return. Write your order number on the return label, attach to the parcel and take it to the proper postal service.
Please write your Order Number (Flora####) on the return label before sending your parcel back. Without your order number, the returns process will be delayed.
Once we have received your parcel, we will inspect your items & issue a refund or process an exchange if all the return criteria above have been met. If your mask has been worn or does not have the original tags attached, we will not be able to process your refund or exchange. This requirement does not apply to masks returned due to defect or damage.
We will contact you to let you know your return or exchange has been accepted. A refund will be applied to your method of payment. Or, in the case of exchange, a replacement mask will be dispatched to you within 3 business days.
Refunds may take up to 3 business days to process after acceptance. Please allow up to 15 days for your refund to appear on your method of payment. If your refund takes longer, please contact your card issuer to resolve the issue.
Refunds For Lost & Late Parcels
We offer refunds for addresses which are deemed undeliverable or if your parcel got lost during transit. Due to the current situation with the Coronavirus, please allow at least 14 working days for your package to arrive.
Postal services around the globe are working diligently to make sure parcels arrive on time; however, there may still be significant delays.