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DELIVERY

Please note, due to the ongoing COVID-19 situation, couriers are running a reduced service, as a result please allow an extra 1-2 days for your order to arrive. We apologise for the inconvenience but hope you understand in these challenging times.

We currently deliver to the following European and Worldwide destinations : Australia, Austria, Belgium ,Bosnia and Herzegovina, Bulgaria, Canada, China, Croatia, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Guernsey, Hungary, Hong Kong, Iceland, Ireland, India, Isle of Man, Italy, Japan, Jersey, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland.

Please note, due to the ongoing COVID-19 situation, we will not be shipping to the USA. We apologise for the inconvenience caused, and hope to be back delivering there soon.

During this uncertain time, we want to give you one less thing to worry about. As such, we are extending our returns period to 35 days, so you have more time to decide if the style is right for you. Please still inform us within 14 days if you want to return an item. The 35 days then starts from when you inform us about returning an item


UK DELIVERY

Free UK Delivery on orders over £60 (excluding Northern Ireland / Channel Isles)

Delivery costs £3.95 (£8 for Northern Ireland / Channel Isles). UK deliveries within 3-5 working days.

Next Day Delivery costs £4.95. (£20 for Northern Ireland / Channel Isles)

During busy and sale periods next day delivery will be unavailable and please allow 5-7 working days.

 

EUROPEAN DELIVERY

Delivery costs £10. European delivery within 3-7 working days.

Delivery costs £25 to Norway/Croatia/Iceland/Switzerland/Serbia/Bosnia

 

WORLDWIDE DELIVERY

Delivery is £15.00 and normally takes up to 10 working days

Delivery to Japan, Australia, Canada and USA is £25

Please note that our shipping costs outside of the UK do not include any fees or costs associated with import or customs fees. Each country has different rules for import and custom fees so we advise you to check the rules of your country with regards to any additional costs you might be asked to pay

 

NEXT DAY DELIVERY

If you order Next Day Delivery by 2.45pm, Monday to Thursday, you will receive your goods the next day**. Please note the cut off for next day delivery on jewellery is 12pm. If you place an order after 2.45pm on a Thursday on a next day service you will not receive this until the following Monday, we do not deliver on Saturdays.

If you order anytime after 2.45pm on a Friday and over the weekend, you will receive your goods on the Tuesday. Any orders placed on a Bank Holiday will be delivered 2 working days later.

During busy sale periods Next Day Delivery option may not be available. Any changes will be stated in delivery information.

We do not deliver on a Bank Holiday so please be aware of any upcoming ones when you order!

**Providing our carriers services are functioning normally and there are no adverse weather conditions, or other factors which are out of our control.

We aim to dispatch all orders received before 2.45pm on the same day. We aim to dispatch any orders placed after this the following day, except Friday when we aim to dispatch on the following Monday or next working day if the Monday is a public holiday. These dates and times for delivery are not guaranteed and are all subject to availability from our on-site warehouse.


Please note that we do not deliver to PO Boxes.

 

RETURNS


Returns Procedure

During this uncertain time, we want to give you one less thing to worry about. As such, we are extending our returns period to 35 days, so you have more time to decide if the style is right for you. Please still inform us within 14 days if you want to return an item. The 35 days then starts from when you inform us about returning an item

You can contact us and ask for a pre-paid Royal Mail label to take your item(s) to a Post Office.

Please clearly state on the returns form whether you require a refund or a like for like exchange. Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch. You then have a further 14 days to send the items back. We endeavour to process your return within 14 days from the date of return.

We will not accept any returns for non-faulty items that have been used and/or tags removed.

Please note, we cannot accept returns of personalised items.

 

Cancelling/Amending an order:

Unfortunately, once an order has been placed, we cannot cancel or amend it. If you placed the order in error, then you can either refuse the delivery of the item or use the prepaid return label that would be included in all UK orders, to ship the item back to us. Once we have received the item, we can process a full refund.

 

Store purchases/Returns:

Store purchases: We have the option of customers shopping for our goods in stores such as Debenhams, House of Fraser and John Lewis, as well as our Fiorelli outlet stores.

In the event that items are purchased from any of the 3rd party stores we supply (mentioned above), these items are required to be returned to their original place of purchase along with a proof of purchase such as a receipt, or bank statement. Unfortunately, we cannot accept returns of this nature online as we do not have the facility to issue refunds or replacements for shop bought items.

 

Fiorelli Outlet store purchases: https://www.fiorelli.com/fiorelli-store-locations

If you purchase any items from one of the outlets we offer, again, these will need to be returned to the outlet due to the nature of the purchase (being an outlet).

You can return outlet bought goods to any of the outlets, and they can advise you on their store policy of returns. This should also be highlighted on the bottom of the receipt you would have been given at the time of purchase.

 

Short stocks:

Occasionally, situations arise where we may have a few customers who have tried to place an order for the same item at the same time. This leads to the stock on the website being updated (showing as available but when it reaches our warehouse it is not) and unfortunately becoming a short stock. This means that stock was not available physically in the warehouse to fulfil your order. We do always try and fulfil all orders where possible, however in the event that an item was a short stock, a refund for the item price will be processed. If there is only 1 item on the order, then a full refund of the item price and shipping will be processed. If there were more than 1 item on the order, we will always send out the rest of the order, refunding the item which was a short stock. You will be notified of this via email, following a refund memo email.

 

Hygiene - Please note that in the interests of hygiene, earrings cannot be returned, unless they are faulty.

FAULTY GOODS

If you want to return a product that you have identified as faulty you must contact us prior to returning the goods.

As we are unable to reimburse you for the cost of the returns postage, we offer a pre-paid returns label for any faulty goods. Please contact us on +44 (0) 1252 533 561 or enquiries@fiorelli.com to receive your pre-paid label.

If you have returned the goods to us within the warranty period and we can verify the goods as faulty, we shall offer you a full refund or replacement (depending on stock availability).

ALL Returns

With all returns, please ensure the below procedure is followed in any email correspondence to us for a swift resolution with our customer service team:

-     Your ORDER NUMBER in the subject line (not any invoice numbers or shipment numbers)

-     Some images of the item you have and also images identifying what the issue is that you are facing

If you have any queries regarding our returns process, please do not hesitate to contact us at enquiries@fiorelli.com.

All goods which have been returned for refund in line with our Returns and Refunds policy will be credited using the same method originally used by you, at the price paid for the goods, including sales taxes and original shipping charges. When a refund has been processed you will be notified via email stating “Refund Memo”. This means a refund has been actioned on the order and it will be returned back to the method of payment you used (debit card / paypal).

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch. You then have a further 14 days to send the items back. We endeavour to process your return within 7 days from the date of return. 

Hygiene - Please note that in the interests of hygiene, earrings cannot be returned, unless they are faulty.

Returns Address: Fiorelli Web Returns, Bay Studio Main Building - Unit 1, Bay Studios Business Park, Ffordd Amazon, Swansea, SA1 8QB