If we got it wrong, we fix it.

Start here: your piece was made for you

Flora Vida doesn't keep a warehouse of shirts. Nothing is printed until you order it — then it's made, checked and shipped, just for you. That's deliberate: it's how a small brand can offer real range without burning through stock that ends up in landfill.

It also shapes this page. A made-to-order piece can't go back on a shelf, because there is no shelf. So our policy is simple and we'd rather be straight with you about it than bury it:

• If we got it wrong, we fix it. Free.
• If the size isn't right, we can't take it back — but please read on, because we still want to hear from you.

If something is wrong with your order

Damaged in transit. A printing flaw. A hole, a bad seam, the wrong item, the wrong size in the parcel. Any of that is on us, and here's what happens:

• Email hello@livefloravida.com within 30 days of your parcel arriving.
• Include your order number and a photo of the problem — a clear shot of the flaw, and one of the whole item.
• We'll reply, usually within two business days.
• You choose: a replacement, made and sent at no cost to you, or a full refund.
• You don't need to post it back. Sending a faulty shirt across the country helps nobody. Keep it, pass it on, or use it as a rag — your call.

No arguing, no restocking fee, no hoops. If we made a mistake, our job is to make it right.

If the size or fit isn't right

Because your item was printed for you, we can't accept a return or offer a refund for the wrong size, a change of heart, or a colour that looked different on your screen. That isn't us being difficult — the piece genuinely cannot be resold, and a small brand can't absorb that.

So the honest advice is: check the size guide on the product page before you order. It's there on every item, with real measurements. If you're between sizes or unsure, email us before you buy and we'll help you choose — we'd far rather spend five minutes getting it right than have you disappointed.

And if something has genuinely gone wrong for you, write to us anyway. We're a small team and we read every message. We can't promise a refund, but we can promise a real person who wants to help.

If your parcel doesn't arrive

• Tracking says delivered but it isn't there? Check with your neighbours and your building first — carriers often leave parcels next door. Then email us.
• Lost in transit? If tracking has stalled for more than 10 business days past the expected delivery date, tell us and we'll open it with the carrier and send a replacement.
• Wrong address? If a parcel comes back to us because the address was incomplete or mistyped at checkout, we'll happily send it out again once you cover the reshipping cost. Please double-check your address before you pay — see Shipping.

Cancelling or changing an order

Orders go into production quickly, which is how they reach you fast. If you need to change or cancel something, email us as soon as you can, ideally within a few hours of ordering. If it hasn't gone to print yet we'll cancel or amend it and refund you in full. Once printing has started, we can't stop it — the item already exists.

What can't be returned

• Digital products and downloads, once the file has been sent or accessed.
• Gift cards.
• Items returned to us without contacting us first.

How refunds are paid

Refunds go back to the card or account you paid with — we can't send them anywhere else. Once we approve a refund it's issued within two business days, and your bank usually takes another 5 to 10 business days to show it. If it's been longer than that, check with your bank first, then come back to us and we'll chase it.

Original shipping is refunded when the fault is ours. It isn't refunded on a cancellation you requested after the item shipped.

Your legal rights

Nothing on this page limits the rights you have under the consumer law where you live. If your local law gives you more than this policy does, your law wins.

Talk to us

One address for all of it: hello@livefloravida.com. Include your order number and we'll pick it up from there.