Refund policy

Return & Exchange Policy

By Firenzzi is committed to ensuring the complete satisfaction of our customers. We understand that in some situations, an exchange or refund may be necessary. Our policy is designed to ensure a clear and efficient process in such cases.

Return Window

You may request an exchange or refund within 30 calendar days from the date of delivery. All return requests must be approved prior to shipment. To start, please contact us at info@byfirenzzi.com with your order details.

Return Conditions

Items must be returned in original packaging, unused, and with all included accessories. Items that do not meet these conditions may be declined.

Return Shipping Costs

If your return is due to defect or error on our part, shipping will be covered by us. If the return is due to personal preference or dissatisfaction, return shipping is the customer’s responsibility. A valid tracking number is required for proof of return.

Refunds

Refunds will be processed to the original payment method. They may take 2 to 7 business days to appear in your account, depending on the card issuer or payment processor. The refunded amount will reflect any promotional discounts used.

Exchanges

We offer store credit for exchanges. Once the return is approved and received, a personalized credit code will be issued. All exchanges are final.

Gift Exchanges & Gift Cards

Gifted items are non-refundable and can only be exchanged for store credit. Gift cards are also non-refundable and cannot be canceled.

Promotion Terms & Conditions

Bundles

  • If returned together: Full refund or store credit for the bundle.
  • If returned separately: Proportional refund or credit per item.

Buy 2 Get 1 Free

  • Returned together: Full refund or store credit.
  • Returned separately: 80% refund or credit per item.

Limited-Time Offers (e.g., B2G2)

  • Returned separately: 50% refund or store credit per item.

Mystery items and free gifts are non-returnable.

Product Defects

If you receive a defective product, contact us within 7 calendar days of delivery. Our team will guide you through the resolution process. If confirmed, we will issue a replacement or store credit.

Canceling Orders After Shipment

If your order has already shipped, you may refuse delivery. The refund will be processed once the item returns to our distribution center.

How to Start a Return

Email us at info@byfirenzzi.com with:

  • Your order number
  • The item(s) you wish to return or exchange
  • For gift exchanges: the buyer’s name, email, address, or phone number

If the issue involves damage or defect, please inform us so we can proceed accordingly.

Customer Support

We're here to help! Reach us at:

Customer Service Hours:
Monday to Friday: 9:00 AM – 6:00 PM
Saturday, Sunday & Holidays: 9:00 AM – 12:00 PM

Thank you for choosing By Firenzzi. We are committed to delivering a secure, enjoyable and transparent shopping experience.