Returns Policy

House of Florian will happily accommodate the following return options within 30 days of order placement, for items that are unworn, new condition and in the original packaging.

Please read carefully before placing your order to avoid disappointment as by shopping with us, you are agreeing to the following policy. 

1. CREDIT NOTE

Your credit note will be processed as soon as it arrives back at the store. Credit notes are valid for 3 years and will be issued as an online gift card, where you will be emailed a unique code to enter upon checkout on your next purchase.

2. REFUND

A refund is possible for full priced items only where no discounts have been applied. Refunds will be processed via the original method of payment. 

If you received free shipping on your original order, $15 per parcel will be deducted from your refund to cover the original shipping expenses.

We do not cover your return shipping fees if you opt for a refund on your purchase. However, if you pay with PayPal, they will reimburse your return shipping fees up to $45 and 8 times per year. For more information, click here.

3. EXCHANGE

Let us know your exchange preference and we can hold the particular item until your return is received. You will be required to pay shipping for the exchange ($15 per parcel for standard post).

DISCOUNTED ITEMS

Sale items (including flash sales or where a discount code has been applied) cannot be returned for a refund, but can be returned for an exchange or credit note. Items reduced to 50% or more off are final sale and cannot be returned. 

 

WHERE DO I SEND MY RETURN?

To complete your return, please fill out your returns slip (or simply include a note) with details of your refund/credit/exchange preferences and mail your return to:

House of Florian
Shop 2, 36-48 Hyde Park Centre
HYDE PARK, QLD, 4812

We recommend sending your return with registered post or postal insurance. We will not hold any responsibility for missing parcels.

FAULTY ITEMS

If you receive a damaged or faulty item, please email us at hello@houseofflorian.com with photos, your order number and details of the fault and we will endeavour to arrange a replacement or a refund for you as quickly as possible, based on an assessment from the manufacturer.

If the manufacturer deems your item faulty, then your refund will be processed (please allow 1 week processing time). Shipping costs are non-refundable. 

PREORDERS

If you choose to preorder an item online, you will be required to pay the full amount plus shipping in advance. Your item will be shipped out to you immediately upon it's arrival and you will be sent a shipping notification with tracking details.

If you have any questions in regard to your preorder, including information on arrival times, please email us at hello@houseofflorian.com.au. Please keep in mind that House of Florian cannot guarantee your preorder will arrive on time, as there are often delays from the manufacturer which are out of our control.

If you wish to cancel your preorder before it has arrived, you can opt for a credit, exchange or refund.

 

CONSUMER GUARANTEES

House of Florian's Policy includes the rights you are entitled to under the Australian Consumer Law. If you wish to return a faulty good and the purchase was made within the 30-day return period.

If you wish to return a faulty good after the 30-day return period, please contact our Hyde Park store on (07) 4772 6266 (AUS) between 10am and 5pm (EST time) Monday to Friday (excluding QLD public holidays).

We may request photos of the fault claim prior to approving the return. We may also consult with the supplier or manufacturer to determine if the item is faulty. If the item is found to be faulty, the manufacturer reserves the right to fix the fault or reimburse you with a full refund for that item including the delivery charge unless the delivery charge has been previously refunded for that order.

 

FITTING ADVICE

Our House of Florian team is here for you to ensure our footwear provides you with the best fit possible. If, for any reason, your shoes aren’t the perfect fit please get in touch with us so that one of our friendly staff can assist you with expert fitting tips and advice.  

Tips for trying on your shoes

  • Try the shoes on carpet to avoid scratching the soles

  • Use a stocking or sock when trying on lighter coloured shoes, especially dress shoes