Refund policy

Last updated: August 31, 2026

At Firenze Moda , we value your trust and want to offer you a simple and reliable shopping experience. If you are not satisfied with your order, this Return and Refund Policy clearly explains the conditions and steps to follow.

30-day return period

You can request a return within 30 days of delivery . This 30-day return policy is in addition to your statutory right of withdrawal applicable to distance selling.

Return conditions

To benefit from our 30-day return policy, the item must meet the following conditions:

  • to be unworn, unwashed, unused and in its original condition;
  • be returned in its original packaging;
  • include all its original labels and accessories;
  • must be accompanied by a valid proof of purchase, such as the order confirmation.

Under your legal right of withdrawal, you may only handle the item to the extent necessary to verify its nature, characteristics, and proper functioning. You may be held liable for any diminished value resulting from handling beyond what is necessary.

Items not eligible for our return policy

Beyond the legal withdrawal period and up to the 30th day, we cannot accept:

  • items showing signs of wear, washing, deterioration or misuse after delivery;
  • items returned without their original packaging, labels or accessories;
  • requests made after the 30-day period.

These restrictions do not limit your rights in the event of a defective, non-compliant or incorrect item.

Return method and costs

All approved returns must be made by mail following the instructions provided by our customer service department.

  • Return shipping costs are covered by Firenze Moda via a prepaid return label. That means we offer free return shipping.
  • No restocking or processing fees are applied.
  • No additional costs are deducted from an approved refund.

If your package does not include a return label, please contact us before sending anything so we can send you one. Do not ship your return to an address other than the one indicated in our instructions.

Return procedure

  1. Contact our customer service at info@firenzemodanyc.com., indicating your order number and the reason for the return. No reason is required if you are exercising your legal right of withdrawal.
  2. Wait for confirmation of your request and follow the instructions received.
  3. Pack the item carefully, preferably in its original packaging.
  4. Affix the prepaid return label and ship the package.

We recommend that you keep the proof of filing until your application is closed.

Exchanges

Firenze Moda does not offer direct exchanges. If you would like a different size, color, or item, return the original item for a refund and then place a new order.

Refunds

After receiving and verifying the return:

  • The refund is usually processed within 7 working days;
  • It is made to the payment method used when placing the order;
  • A confirmation email will be sent to you as soon as the refund is initiated.

When you exercise your legal right of withdrawal, we will reimburse the sums due within the applicable legal period. However, we may withhold reimbursement until we have received the goods back or proof of shipment, whichever occurs first.

The time it takes for the refund to appear in your account depends on your bank or payment provider. If you haven't received a refund confirmation after 7 business days following acceptance of your return, please contact us at info@firenzemodanyc.com.

Damaged, defective, non-compliant or incorrect items

If you receive an item that is damaged, defective, does not match your order or is incorrect, please contact us as soon as possible and ideally within 30 days of delivery .

To help process your request, please attach clear photos:

  • of the article received;
  • in its original packaging;
  • of the shipping label.

Depending on the situation and in accordance with your rights, we will offer a suitable solution, such as a replacement or a full refund. This procedure does not limit the legal guarantee of conformity or the guarantee against hidden defects.

If the tracking indicates that your package has been delivered but you have not received it, please contact us so we can verify the delivery information with the carrier.

Order cancellation

You can request to cancel an order before 3 p.m. New York time (EST) on the day it was placed .

Once the order has been processed or shipped, its immediate cancellation is no longer guaranteed. However, you may exercise your rights of return or withdrawal under the conditions set out above.

Contact us

Store Name: Firenze Moda
Address: 71-61 Austin St, Flushing, NY 11375, United States

Phone: +1 718-268-2000
Email: info@firenzemodanyc.com

Opening Hours:
Monday - Sunday: 11:00 AM–8 PM

Time Zone: (GMT-05:00) EST