We understand you might have needed a little time to see if your new jewellery is perfect for you.If it isn’t quite right you can send it back to us for either a refund or an exchange and here’s how….

Exchanges and Returns

Personalised orders

Due to the nature of our personalisation, we are unable to refund or exchange any bespoke or personalised items. 

Once personalisation has begun on the item, it cannot be edited in size, or copy. The customer is responsible for all copy or dates inputted during the order process, and therefore we cannot be responsible for any mistakes made. 

Non-personalised orders

For applicable items, returns will be accepted up to 14 days after your order has been received. Returns must arrive in their original condition with a traceable receipt. 

Please include your name and order number in the package. For exchanges, please also include the desired item to be exchanged and this will be dispatched to you within 1-3 days. 

All returns and exchanges should be sent to the following address:

Florence London Ltd. 1 The Wimbles, Harts Hill Road, Upper Bucklebury, West Berkshire, RG18 4NY. 

We recommend you send your return using a Royal Mail 1st Class Signed for service.  

Upon receiving your item, a refund will be made within 3 -5 working days. All postage costs are non-refundable. 


For hygiene reasons, earrings are non-refundable. 

Cancelled Orders 

If you would like to cancel a non-bespoke order before you’ve received it in the post, email Tell us your name, order number, and why you’re cancelling. If we receive the cancellation before dispatch, a full refund will be made within 1-3 days. 

If a cancellation comes through once work has begun on a bespoke piece (typically after 1 hour), the cancellation will not be accepted.