Deliveries and Returns
Delivery & Returns

We will give you an estimated delivery date for the Goods but no times or dates provided by us are guaranteed. We will arrange for packing and we will decide on the method of delivery either by post, courier or otherwise. You must notify us promptly and in any event within 48 hours or receipt of any Goods if they appear to be damaged in transit. In those circumstances, you must also keep all packaging as this may be required when making or to support a claim.


Whilst we hope you will love your House of Florrie item as much as we do, if your watch is unsuitable then you can return it for a refund. We accept unwanted items purchased from us, unworn watches, up to 28 days after they are delivered as long as all the original packaging is retained and all protective packaging is intact.

Please note that your right to cancel or return a product does not apply to personalised products that may be sold on our site from time to time. An example of a personalised product you cannot cancel or return is a product which has been made to measure, altered or personalised to your specification. Please note that this does not apply to personalised products that are faulty or supplied incorrectly where the error has occurred on our part where your statutory rights are unaffected. It is your responsibility to ensure you provide the correct information to us in terms of personalisation if and where personalisation of a product is advertised by us. We will not be held liable for any error made on your part in supplying information for product personalisation.

If you need to return a watch to us we do request that you send an email, in the first instance advising our customer care team, to our customer relations team at: so that we can issue you with a returns authorisation number and send over all the relevant detail.

Please refer to our returns policy for more details.

We do recommend that the watch is returned to us via a recorded delivery service as we cannot accept responsibility for parcels that are lost or damaged before they reach the House of Florrie (ICG). Please note we do not refund any postage costs.

You must take reasonable care of goods that are in your possession. If the watch has been worn or protective packaging has been removed then your return will not be accepted.

We do not offer an exchange service.

Refunds will be credited to the original payment method. Please note that if you reside outside of the EU your purchase may be liable to import taxes and duties. If you return your item to us, we are unable to refund any of these charges. Please contact your local customs office for further details as they may be able to help advise further on this.


Goods returned outside of the above timeframes will not accepted and will be returned to the customer.


If you are based in the EU under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice. 

The cancellation period will expire 14 days from the day after the day on which you acquire (or a third party other than a carrier and specified by yourself acquires) physical possession of the goods ordered.

To cancel you must inform us in writing by sending a letter to: Notice of Contract Cancellation, House of Florrie, New Carvel Building, Warstock Road, Birmingham B14 4RT or by email to We can provide you with a cancellation form to utilise but it is not obligatory. On receipt of your notice of contract cancellation, we will send you details of how to return your goods. We recommend that you adequately insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our studio. We also recommend that you use a secure service that can be tracked or traced to return your order to us House of Florrie, New Carvel Building, Warstock Road, Birmingham B14 4RT. Please ensure that you retain proof of sending in case of a dispute or lost parcel.

Please note that you must cover the cost of returning the goods that are cancelled under the ICACRs.

Please note that all items must be returned unused, in their original condition and with all packaging intact and from the country that the order was delivered to.

We will refund the full value of your order, including shipping costs within 14 days of receiving your notice of contract cancellation. If we do not receive the cancelled order back at our office, we may arrange to have it collected from you at your cost via courier.

Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email or post as described above.


Faulty goods are classified as faulty if they are received damaged or where a manufacturing fault occurs within six (6) months of purchase. Any items that are damaged as a result of wear and tear is not classed as a manufacturing fault accidental damage or misuse is not covered by the warranty. Please contact our Customer Relations team for further details.


You have certain rights under the law. In England these include:
• That any products you order through this Site will be of satisfactory quality, fit for their intended purpose, and will conform to any description given on this web-site;
• Certain solutions if a product is defective; and
• A right to cancel any order for a product within 14 days after the date of receipt of the product and receive a full refund even if it is not defective (see Consumer Contracts section).

Nothing in the T&C’s is intended to affect or detract from these rights. For more information about your rights please can you contact your local Citizens Advice Bureau and they should be able to offer you further advice.