ORDERS

How do I place my order
It’s easy - simply add products to your basket and proceed to a checkout page where you must fill in your personal information and pay for the order. Please ensure that the billing and shipping address details are correct, as we may be unable to redirect.

How can I check the status of my order?
We will send you an email confirmation when your order is placed, and then when it’s shipped. If you don’t receive the emails, please check your spam folder - if they’re not there, contact us at info@threefloor.com

How do I cancel my order?
Please email us at info@threefloor.com as soon as possible and we will try to cancel your order. Unfortunately if the order has already been shipped the order cannot be cancelled.

Can I change my order?
Please email us at info@threefloor.com as soon as possible and we will try to cancel your order. Unfortunately if the order has already been shipped the order cannot be cancelled.

Can I change my delivery address?
Please email us at info@threefloor.com as soon as possible and we will try to cancel your order. Unfortunately if the order has already been shipped the order cannot be cancelled.

My order is a gift - can you remove the invoice from the package?
We aim to be paperless, so we send all invoices electronically. Once you place your order you will receive an email with a receipt, and there will be no printed order confirmation in the package.

If you have any further questions in regards to your order, please contact us at info@threefloor.com

BILLING

What forms of payment do you accept?
We accept most credit cards, as well as Amazon Payment, Apple Pay, PayPal and Klarna. We also support local payment methods depending on your country.

All our orders are fulfilled by our partner - Global-e, so your payment method will be charged by Global-e / Three Floor Studio. Your purchase will be subject to Global-e’s Terms and Conditions and Privacy Policy, and this will be clearly presented in checkout before you place the order.

How does Klarna work?
Klarna allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by us, and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. For more information visit https://www.klarna.com/

When will my account be charged?
Your account will be charged as soon as your order is accepted and processed.

SHIPPING

Do you ship to my country?
Yes! We ship worldwide using our Express Delivery Service.

How much is shipping?
We offer free delivery on all orders above £150 (or equivalent in your currency). If you spend less than £150 on your order, then you will see an exact shipping cost on a checkout page.

From where are the products shipped?
All orders are shipped from our warehouse in London, UK.

Will I be charged with customs and import duties?
You will be given the option to prepay any custom and import duties at checkout. We would recommend this option to avoid your order getting stuck.

When will my order be dispatched?
Most orders are dispatched within the same business day. Please note that before we can dispatch your order, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum. Please note that this can take longer during our sale periods.

When will I receive my order?
Once your order has shipped you get an email with a tracking number, so that you can monitor the status of the delivery. We use our Express Delivery Service to make sure that you receive your order as soon as possible, and most orders are delivered within 2-4 business days. From time to time there may be some delays as a result of remote delivery locations or adverse weather conditions, so please keep in mind that the delivery times are estimates.
Please note that due to COVID-19, there may be a slight delay in processing orders and returns due to reduced operating staff at our warehouse and with our delivery partners. Also, at this time customers are not expected to sign for goods and our delivery partners can also accommodate contactless delivery if preferred.

Can you deliver to a hotel/my work address/apartment blocks etc.?
Yes, but please note that we will not be liable for a lost or missing order that has been signed for in a building, for example, an office address that has been provided for delivery.

RETURNS

What is your return policy?
When you place an order on threefloor.com, you are welcome to return any items using our returns service. Please note that due to COVID-19, we have extended our refunds policy from 14 days to 30 days and will offer store credit for returns that are received after this time, up to two months from the original purchase date.

Please note that we can only accept items that are returned to us undamaged and in saleable condition. The items must be returned with all garments and security tags attached; where provided, belts and any packaging such as instructions, authenticity cards should be included with your return. Items that have been worn, altered, or damaged will not be accepted and may be sent back to you and/or a refund refused. We cannot be held responsible for any missing returns or items whilst in transit.

How do I return or exchange my order?
To return or exchange our order, please visit our returns portal: Returns portal
You may choose to return your items to us using your own shipper. If you do, please inform us within 14 days of delivery. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss of any items you have chosen to send.

Return your items to:
Three Floor Studio
Unit 7 Ramac Way Industrial Estate
London
SE7 7AX
United Kingdom

When will I get my refund?
Once the items have been received by us they will undergo a quality review. Once cleared, you will receive a refund on the cost at purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. Although it usually is a very quick process, sometimes it may take up to 14 business days for the money to appear on your account. This may vary between banks, and unfortunately this is out of our control.

Can I return sale items?
Yes :)

Can I return items that were gifted to me?
Yes, you can return them for store credit or exchange.

Can I return an order paid with Klarna?
Yes. If you return just part, or all of your order, Klarna will issue you with a new statement as soon as we process your return. If you have paid for your order with a card, the refund will be made back to the same card. For more information visit https://www.klarna.com/

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If you have any questions, please contact us at info@threefloor.com