Frequently Asked Questions
How do I contact your customer services department?
Our customer services team can be contacted on the following telephone number +44 (0)1252 533 561
Monday to Thursday 8am - 5:30 pm (GMT)
Friday 8am - 4pm
Saturdays, Sundays & Bank Holidays Closed
If we are not in the office when you call please leave a message on our answer phone and we will call you back within 24 hours.
Alternatively, you can email the team at firstname.lastname@example.org or write to us at TLG Brands Online, Mill House, Unit 2 Eelmoor Road, Farnborough, Hampshire, GU14 7QN, UK.
How will I know if a product is out of stock?
If the item you are looking for is out of stock it will show as out of stock on the product page. We sometimes get more stock of a product so click on the Notify Me button and enter your email address. This way we can email you as soon we get more stock in.
What countries do you ship to?
We offer worldwide delivery to most destinations, however please note that we do not deliver to Russia.
Will I need to pay customs duty on my bag order?
Each country has different rules, so we would advise that you contact your local postal service to find out more about the costs in your country. Our shipping costs do not include any customs or import duties.
Can I add a new item to an existing order?
Unfortunately once your order has been confirmed via email you cannot add a new item to your order. You will have to place a separate order.
What payment methods do you accept?
We accept the following credit/debit cards: MasterCard, Visa, Visa Debit and Visa Electron. All payments are securely processed through Sagepay.
Is it safe to use my credit/debit card on Fiorelli.com
Yes. We process all credit/debit card transactions using Sagepay. We are completely PCI compliant and we encrypt all sensitive data supplied to us so that it cannot be accessed by anyone once you have supplied it to us, making your data 100% secure.
When will I receive my order?
If you requested UK Next Day delivery before 3pm your order will be with you by the end of the next working day (unless you have been contacted by a member of our customer services team and informed of a delay due to unforeseen circumstances). Please note that orders placed after 3pm on a Thursday will not be delivered until the following Monday. Orders placed after 3pm on a Friday will not be delivered until the following Tuesday.
If you requested standard UK delivery you can expect your order in 3-5 working days
For European delivery please allow 3-7 working days for delivery
For Worldwide delivery please allow 3-7 working days for delivery
Please note we do not deliver on Saturdays.
How do I return or exchange an item?
Please click here to find out how to return or exchange an item
Where are Fiorelli handbags made?
Fiorelli bags are designed in London by a talented team of fashion accessory designers. Taking their influences from the world stage as well as their hometown of London, each season they design a stunning range of handbags and accessories. We have established relationships with our manufacturers in China, who help us to make our visions a reality.
Where can I buy Fiorelli bags?
You can buy Fiorelli handbags and accessories in a number of ways. The best place to see the full collection as well as exclusive styles is at www.fiorelli.com. This is our official website and is the first place to get new stock, exclusively before anyone else! Alternatively, you can buy Fiorelli bags and purses from selected stockists around the world, including department stores such as John Lewis, House of Fraser and Debenhams.
Are Fiorelli bags leather?
We have introduced a selection of leather handbags and purses for AW13 to compliment the main non-leather range. We dedicate a lot of time into sourcing the best quality materials to ensure that you get a beautiful bag at great value.
How do I spot a fake Fiorelli handbag?
We work really hard to protect our brand from counterfeit copies, however we will never be able to truly track counterfeits. Therefore, we strongly advise you to only buy Fiorelli products from our website or from an approved stockist to ensure that you are buying the real deal. We have no control over sites such as eBay and therefore we cannot guarantee that Fiorelli products sold on here are genuine.
Who designs Fiorelli bags?
The range is designed by a very experienced designer, Lisa Wood who is based in london but travels the world for inspiration for each collection.
Who wears Fiorelli bags?
Fiorelli bags have been carried by many celebrities over the years. Recently Holly Willoughby and Mollie king have been spotted wearing Fiorelli bags!!
What does Fiorelli sell?
We are predominantly known for selling handbags but we also offer purses, laptop bags, jewellery and sunglasses. Fiorelli jewellery is produced by Gecko Jewellery who are renowned in the jewellery industry for its quality precious metal products.
Do you offer a repair service?
No we do not offer this option.