Política de reembolso

ORDER CANCELLATION

We offer the possibility to cancel your order on the condition that it is no longer in "in process" status or it hasn't left our premises. 

You must contact us to process the cancellation as soon as possible in the following email address hello@floca.es.

In case the order has already been processed by the time your request is handled, it would not be possible to cancel it. 

 

RETURNS

We would love you to be happy with your purchase but, if this were not the case, you can send it back to us. We will appreciate to know the reason for your return, since it will help us to do things better.

You can return your item and withdraw from the purchase within 14 days from the day you received your order, and we will be pleased to receive your items returned in excellent original condition, clean, unworn, unwashed, with original tags and properly folded.  Please note that the return date must not be later than 14 days after you received your parcel. We cannot make a refund if all these conditions are not fufilled.

Customers will be responsible for the return shipping costs.

Note that Floca will not be responsible for the returned parcel until it is received in our premises. Until that moment it will be the customer's responsibility. We recommend you to keep proof of shipment when you process the return.

Also, Floca will not be liable for any international taxes or duties.

Please note we will not accept returns or exchanges on Sale items or any item purchased with any discount code or under any promotion (free shipping, etc).

Sample sales are final sales. Items purchased on a Sample sale could not be returned.

As a customer, you have a 14 days right of withdrawal that apply from the date the order is received by you or any other person at the delivery address.

INSTRUCTIONS FOR RETURNS:

- Please, fill in the Returns Form bellow to let us know about your wish to return your item: 

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We will get back to you as soon as we can.

Pack the item/s correctly to travel safely. We recommend to reuse our boxes whenever they arrive to you in good shape. Make sure no old labels are visible.

The parcel remains the customer's responsibility until it reaches our premises.

Items must be returned to the following address:

Floca

Quintana, 17, 4ºD

28008 Madrid

Spain

Once we receive the items we will contact you to confirm the reception of the parcel. 

 
You can always contact us for any return question at hello@floca.es.

 

REFUNDS

If the items are eligible for refund: they are in original condition, clean, unworn, unwashed, with original tags and properly folded, we will refund you the purchase amount excluding shipping costs. If the item returned does not fulfill these conditions, no refund will be made.

Please, allow  up to 15 days to process your refund. This will be made via the same payment method you used in your purchase.

 

EXCHANGES

If you want to exchange an item for another one, write to us immediately at hello@floca.es. If the order has not been shipped, we could try to arrange an exchange for you. If the order has been already shipped, you will have to return the item and place a new order in our website.

 

INCORRECT ITEMS RECEIVED

We apologize if the items you received are not what you ordered. Please contact hello@floca.es as soon as you notice so that we can help you.

You are not responsible for any costs related to the return of these items. We will refund the purchase price and any delivery costs once we have received the goods.