Made by Florence really wants you to be delighted with your purchase. While I would love to be more flexible in absorbing the postage costs involved in a customer making an exchange or return, currently this simply isn’t possible as a very small business. I hope you understand. Your custom is very much valued.

Made by Florence uses first class uninsured post and obtains proof of postage from the post office for all orders. Unfortunately, Made by Florence cannot be held responsible in the unlikely event of your item going missing or becoming damaged in transit and will be unable to reimburse monies paid or recreate items free of charge. If you wish to upgrade to an insured postal service then please contact me prior to purchase and I will be very happy to give you a cost for this additional service and provide relevant tracking numbers. In the event of loss this would enable you to personally pursue any claim directly with Royal Mail.

Made by Florence wants you to be completely satisfied with your purchase, but if you aren’t happy with it for any reason you can return it for a refund or exchange.

Because Made by Florence offers free postage on the initial order, I regret that a surcharge of £5 will be made on all exchanges and returns to cover the cost of the original postage & packaging and PayPal fees incurred by Made by Florence on the original transaction. The customer will be responsible for any further postage costs involved in making an exchange. Returns should be made using the postage methods laid out below.

Made by Florence recommends that you return items via registered mail and obtain proof of posting. Please ensure that you have sufficient insurance cover, especially when returning valuable products. Made by Florence cannot accept liability for goods lost or damaged in transit.

Made by Florence will despatch your goods within 5 working days of you completing payment for your order (Custom orders may take longer). If you need your item in a hurry, let me know and where possible I will try to help.

Items may not be returned once worn, washed or used in any way and jewellery should be removed when trying on clothing to avoid plucking. Should a return be made of a product not in its original saleable condition or not wrapped in suitable packaging to protect it in transit I will be unable to issue an exchange or refund. Return postage costs will only be reimbursed where Made by Florence is in agreement of a manufacturing fault.

Unfortunately, due to their weight and the cost incurred by Made by Florence in posting them, all doorstops are non-returnable. Their weight is around 1.5kg and if any doubt as to whether this would be sufficient to hold open your door I suggest that you test it prior to purchase with an item of a similar weight.

Made by Florence will not share your details with other parties. Your privacy is important to me.

Custom orders and personalised items are non-returnable.

None of the items sold in the ‘little ones’ section, custom orders, or elsewhere on this site, are intended for use by very small children. It should also be noted that none of the products here or made as custom orders should be viewed as toys or for use in play, and rather should be treated as ornament. Made by Florence cannot be held responsible for any loss or injury to person or property and adequate parental supervision should be used around all products.

I hope that you will see from the photographs that every item has been made with care and has been constructed to a very high standard. However, as all items are hand-made any very slight irregularities or imperfections are part of the intrinsic charm of something being made by hand and cannot be considered faults in manufacture.

All measurements are approximate.

All rights and copyright for products, designs, patterns, photographs, descriptions, wording and site design are owned by Made by Florence. Any replication in whole or in part of this website or its contents is prohibited.