Return & Refund Policy

Last updated: January 3, 2026

At Florereg, we want every purchase to fit perfectly and feel right. If a garment doesn't meet your expectations, our team is ready to help. Please review the details below regarding returns, refunds, and exchanges.

1) Return Eligibility

To be eligible for a return, your item must satisfy all of the following conditions:

  • Returned within 60 days from the date of delivery
  • In unworn, unwashed, and unaltered condition — exactly as it was when you received it (no signs of wear, makeup stains, deodorant marks, or fragrances)
  • Returned in its original packaging, with all original tags attached, accessories (such as belts or spare buttons), and hygienic liners intact (where applicable)
  • Accompanied by proof of purchase (order number or receipt)

To ensure product quality and hygiene, we are unable to accept returns for garments that have been worn, washed, show visible wear, tears, or stains, are missing components, or have removed tags or tampered hygienic seals.

2) Items Not Eligible for Return

The following categories are excluded from returns and refunds:

  • Garments that have been worn, washed, or altered
  • Items marked as Final Sale or Non-Returnable
  • Intimates, underwear, swimwear, or bodysuits where the hygienic liner has been removed or tampered with (for health and safety reasons)
  • Gift cards
  • Complimentary gifts or promotional items
  • Items damaged through misuse, improper care (e.g., ignoring washing instructions), or normal wear and tear

3) Damaged, Defective, or Incorrect Items

If your order arrives damaged during shipping, contains a defective garment (e.g., a broken zipper or torn seam), or includes the wrong item (wrong style, color, or size), please contact us within 7 days of delivery with the following information:

  • Your order number
  • A brief description of the issue
  • Clear photos or videos showing the garment, the defect or incorrect tag, packaging, and the shipping label

Our team will review your case and, if approved, arrange the most appropriate resolution — whether that's a full replacement or a refund.

4) How to Initiate a Return

To begin the return process, please reach out to our support team first:

  • Email: service@florereg.com
  • Phone: +85257837583

Be sure to include your order number and the reason for the return (e.g., sizing issue, fit preference) so we can assist you efficiently. Please note that items returned without prior authorization may not be accepted.

5) Return Shipping Costs

  • Return shipping costs are the responsibility of the customer, unless the return is a result of our error (e.g., a defective garment or incorrect size was sent).
  • We highly recommend using a trackable shipping service for all returns.
  • Florere Game Limited is not liable for return packages that are lost or delayed during transit.

6) Refund Process

Once your return arrives and passes our inspection, we will notify you of the outcome.

If your refund is approved:

  • The refund will be credited to your original payment method.
  • Please allow 5–10 business days for the refund to reflect in your account (exact timing depends on your bank or payment provider).
  • Original shipping fees are non-refundable, except in cases where the return is due to our error (e.g., you received a damaged or incorrect item).

7) Exchanges

We do not currently offer direct exchanges (including size or color exchanges). If you need a different size, color, or style, please return the eligible item for a refund and place a separate new order.

8) Late or Missing Refunds

If your refund has not appeared after the expected timeframe, please try the following steps:

  • Double-check your bank account or payment app.
  • Contact your credit card company — processing times can vary.
  • Reach out to your bank — posting delays are not uncommon.

If you've completed all of the above and still haven't received your refund, please email us at service@florereg.com and we'll look into it right away.

9) Order Cancellations

We begin processing orders promptly after they are placed. If you need to cancel:

  • Before shipment: Contact us as soon as possible and we may be able to cancel the order.
  • After shipment: The order will need to follow the standard return process outlined above.

10) Return Address

All returns must be authorized in advance. Please obtain return instructions (including any return labels or specific shipping requirements) from our team before sending anything back.

Return Address:

Florere Game Limited
Rm A 12/F ZJ 300
300 Lockhart Rd
Wan Chai, Hong Kong

Email: service@florereg.com
Phone: +85257837583
Company Name: Florere Game Limited