Refund policy

Return & Refund Policy

At Flora Queen, our return and exchange policy is built on fairness, transparency, and customer satisfaction. We aim to ensure that every purchase brings you complete confidence and peace of mind. Our policy is also inspired by ethical trade principles that promote fairness in transactions.

We gladly accept returns and exchanges if you are unsatisfied with your purchase, subject to the product-specific conditions outlined below.

General Terms

Timeframe: Returns and exchanges are accepted within 15 days of purchase.

Processing Time: Once your return is received and inspected, please allow 5–6 working days for processing of your return, exchange, or refund request.

Proof of Purchase: An order number or valid proof of purchase is required for all return or exchange requests.

Product Condition: Items must strictly meet the conditions mentioned in their respective categories.

1. Clothing by Flora Queen

For all ready-to-wear clothing items, the following conditions apply:

Condition: Items must be unworn, unwashed, unused, undamaged, and free from stains, perfume, makeup, or any signs of wear.

Tags & Packaging: All original tags, labels, and packaging must be intact and returned with the product.

Exclusions: Any item that has been altered, stitched, customized, washed, or damaged is not eligible for return or exchange.

1. Unstitched Fabric by Flora Queen

To maintain the quality and integrity of our unstitched collections, strict conditions apply:

Condition: Fabric must be completely uncut, unstitched, unwashed, unaltered, and free from any damage or stains.

Completeness: The full package must be returned, including all accessories such as laces, patches, embroidery motifs, trousers, and dupattas.

Original Packaging: Items must be returned in their original packaging.

Exclusions: Once fabric has been cut, stitched, altered, or handled by a tailor, it becomes strictly non-returnable and non-exchangeable.

1. Dastan by Flora Queen Perfumes

To ensure a fair trial experience while maintaining product hygiene and integrity:

Eligible Size: Returns and exchanges are only applicable on 50ML perfume bottles.

Usage Condition: The bottle must contain at least 90% of the fragrance.

Product Condition: The perfume must be unused beyond trial use, and must not be damaged, tampered with, refilled, or broken.

Packaging: Original box and packaging should be returned wherever possible.

Exclusions: Perfumes with excessive usage, missing caps, broken spray systems, or any sign of tampering are strictly not eligible for return or exchange.

Refund Policy

Once your returned item is received and inspected, our team will notify you regarding approval or rejection of your refund.

If approved, refunds will be processed through the original payment method or any mutually agreed method.

Shipping charges are non-refundable unless the product received was incorrect, damaged, or defective due to our error.

In case of exchange, the replacement item will be dispatched after the returned item passes inspection.

Damaged, Wrong, or Defective Items

If you receive a damaged, defective, or incorrect product, please contact our customer support team immediately with your order number and clear photo/video evidence.

After verification, we will arrange an appropriate solution, including replacement, exchange, or refund depending on the case.

How to Initiate a Return or Exchange

To initiate a return or exchange, please contact our official customer support team with your order number and product details.

Our team will guide you through the process and ensure a smooth experience.

Flora Queen & Dastan by Flora Queen reserve the right to reject any return or refund request if the product does not meet the above conditions.