Refund policy

At Firenze Moda, we want you to feel confident when ordering from our collection. If an item is not right for you, eligible products may be returned within 30 days of delivery, subject to the conditions below.

This policy applies to eligible orders delivered within Italy and the United States.

30-Day Return Window

You may request a return within 30 days from the date your order is delivered.

To qualify for a return, the item must be:

• Unworn and unused
• Unwashed
• Free from stains, perfume, makeup, deodorant marks, pet hair, or other signs of use
• Returned with all original tags and labels attached
• Returned with the original packaging where applicable
• In the same condition in which it was received
• Accompanied by valid order or purchase information

Because Firenze Moda sells clothing, we may refuse a return if an item shows clear signs of wear, washing, alteration, damage caused after delivery, or removal of original tags.

How to Start a Return

All returns must first be requested through our customer support team.

Contact us at:

Email: info@firenzemoda.shop
Phone: +39 075 800 1042

Please include your order information, the item you wish to return, and the reason for the return.

Do not send a product back without first contacting us. Our team will provide the appropriate return instructions.

Return Method — By Mail Only

Returns are accepted by mail only.

We do not currently accept in-store returns or drop-off returns.

Once your return request has been accepted, we will provide the return instructions and mailing details you need to send the product back.

Return Shipping Cost

Return shipping depends on the reason for the return.

If you received:

• A damaged item
• A defective item
• An incorrect product
• The wrong size or color due to an error by Firenze Moda
• An item that materially differs from what you ordered

Firenze Moda will cover the return shipping cost.

If the return is due to:

• Change of mind
• Personal preference
• Ordering the wrong size
• Ordering the wrong color
• No longer wanting the item
• Any other reason that is not caused by an error or defect attributable to Firenze Moda

the customer is responsible for the return shipping cost.

Original free shipping on eligible orders is not converted into a shipping charge simply because an item is returned.

No Restocking Fee

Firenze Moda does not charge a restocking fee for eligible returns.

If your return meets the requirements of this policy, no separate restocking charge will be deducted from your approved refund.

Cash on Delivery Orders

Firenze Moda currently operates using Cash on Delivery (COD).

Because payment is collected at delivery rather than through an online card or digital payment transaction, we cannot automatically send an approved refund back to an “original payment method.”

After your returned item has been received, inspected, and approved, our customer support team will contact you and request suitable refund payment details.

Depending on the customer's location and available refund method, this may include appropriate bank or other supported payment information.

For security, please only provide refund information through the communication channel confirmed by Firenze Moda after your return has been approved.

Refund Inspection

Once your return reaches us, we will inspect the item to confirm that it meets the return conditions.

We will check matters such as:

• Product condition
• Signs of wear or washing
• Original tags
• Packaging where applicable
• Whether the correct product was returned
• The stated reason for return

We will notify you once the inspection has been completed.

Refund Processing Time

After your return is received and approved, we aim to process your refund within approximately 7 business days.

Because orders are paid through Cash on Delivery, the actual time for the funds to become available may also depend on the refund method, banking provider, and destination country.

Exchanges

We do not offer direct exchanges.

If you want a different:

• Size
• Color
• Style
• Product

please return the eligible item according to this policy and place a new order for the product you prefer.

This helps us process inventory, COD orders, and shipping more accurately.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible at info@firenzemoda.shop.

Please provide your order details and, where helpful, clear photographs showing the issue.

After reviewing the information, we will provide the appropriate return or resolution instructions.

For confirmed Firenze Moda errors or eligible defective items, the customer will not be charged return shipping.

Items That Cannot Be Returned

A return may be refused when:

• The 30-day return period has passed
• The item has been worn
• The item has been washed
• The product has been altered
• Tags or labels have been removed
• The product has been damaged after delivery
• The item contains stains, odors, makeup, or other signs of use
• The returned product is materially different from the item originally supplied
• The item is otherwise ineligible for return for hygiene or product-specific reasons clearly disclosed before purchase

Any product specifically marked as non-returnable or final sale, where permitted by applicable law, may also be excluded from standard change-of-mind returns.

Return Packaging

Please package your return securely to reduce the risk of damage during transit.

Where available, use the original product packaging and include the relevant order information inside the parcel.

Firenze Moda is not responsible for damage caused by insufficient packaging during a customer-arranged return shipment.

Return Tracking

When the customer is responsible for return shipping, we strongly recommend using a trackable mailing service and retaining the shipping receipt until the return has been completed.

A refund cannot normally be finalized until the returned item has been received and inspected.

Refund Amount

For approved returns, Firenze Moda will refund the eligible amount paid for the returned merchandise.

There is no restocking fee.

Where the return results from our error, defect, damage, or incorrect fulfillment, eligible return shipping costs will be covered by Firenze Moda.

Where the return is based on change of mind or another customer-controlled reason, the customer remains responsible for the applicable return shipping cost.

CONTACT INFORMATION

Business Name: Firenze Moda
Phone: +39 075 800 1042
Support Mail: info@firenzemoda.shop
Address: Via Antonio Vivaldi 71, Bastia Umbra, PG 06089, Italy