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FAQs

Please see below the most frequently asked questions from our customers

  • How can i contact customer support?

    We are open Monday to Thursday 9am - 5:30 pm (GMT)

    Friday 9am - 1pm

    Saturdays, Sundays & Bank Holidays Closed

    Our offices are currently closed, so you can only reach us via email at enquiries@fiorelli.com or the live chat funtion on our website.

  • How do I register?

    You are able to create an account with us by clicking on the "my account" profile button (positioned top right of the website, it’s a silouette of a head and shoulders) - Here is where you would log in to your account if you have one, or you can create an account there too.

  • How do I change my account details?

    Log into your account, where the browser will be re-directed to an account overview. Here you can update all your personal details, marketing preferences, gift card(s) information, your personal product wish list and more!

  • I have forgotten my password. What should I do?

    Request to change your password by visiting the "my account" icon, positioned on the top right of the page. By selecting "forget password" you will receive an email where you are invited to click on the link and update your new password.

  • I’m having problems signing in. What can I do?

    Rest assured our customer service team will be on hand to assist you. Prior to contacting our customer service team via our communication channels on enquiries@fiorelli.com, social media and online chat please ensure you can provide us with your email address used to create a Fiorelli.com account, full name and post code.

  • How do I place an order?

    Once you have finished browsing the website and decided on your favourite style, you would click "buy now". This will add that item into your virtual shopping cart, and you will see the small shopping bag icon positioned top right, with a 1 next to it referring to 1 item in your cart. If you are finished, and want to pay, click on the shopping bag and it takes you to the virtual checkout. Here you can follow the clear steps and complete the required fields of billing and shipping details, right through to making payment via debit card or Paypal until the end of the shopping journey, where you will receive a message to confirm that the order was placed successfully. You will be provided with your order number on screen and an email will be triggered to confirm the order was successful.

  • How do I make changes to my order?

    Please aim to contact the customer service team, within 3 hours of placing your order for any changes relating to shipping/billing information. We try our best to amend where we can but we cannot guarantee this, so please be cautious when entering details to place an order to avoid further issues.

  • Can I place an order over the phone?

    Unfortunately, all orders have to be placed on our website. The checkout process gives you clear step by step instructions, however the customer service team are on hand via email, telephone, social media or live chat should you need any assistance.

  • Can I cancel my order?

    When an order is placed, there is a very very small window of opportunity for us to be able to locate the order and amend any details. This is due to the fact that the warehouse are trying to process orders so quickly to get these dispatched and with the customer urgently, it is usually too late to try and amend any details. For this reason, we say we cannot amend or cancel orders once placed.

  • Do you have a catalogue you can send me?

    While Fiorelli catalogues are not available for online and in-store customers, if you are interested in becoming a stockist; please get in touch. We’re delighted to have a loyal and passionate customer base, and while our network grows, we’re striving to explore new markets and create exciting opportunities.
    For more information, contact our international and UK sales representatives.
    International-GretaVillella@GlobalBrandsGroup.com
    UK-karensullivanbyrne@globalbrandsgroup.com

  • Can I add a new item to an existing order?

    If you would like to add additional products to an order, we kindly request you place a new order for the item(s) desired. Alternatively, if the order has not been processed and dispatched, you can request to cancel the order by contacting customer service team.

  • I have received a faulty item. What should I do?

    As soon as you discover a fault with an item received, please contact our customer service team with the below information:
    • The order number.
    • The name of the faulty product(s).
    • Images and a description of the fault.
    Please note all Fiorelli products considered faulty are under a 6-month warranty. This applies to products purchased from Fiorelli.com and our official GBG Europe marketplace platforms. Fiorelli.com cannot assist with faulty products purchased from department stores, and other retailers. We kindly refer you to communicate with the original place of purchase.

  • I have received the wrong item. What should I do?

    As soon as you discover you have received a wrong item or your full order is inaccurate, please contact our customer service team with the below information:
    • The order number.
    • The name of the product(s) that should of been received.
    • Images of the incorrect product(s) received.

  • I'm missing an item from my order, what do I do?

    As soon as you discover you have an item missing from your order, please contact our customer service team with the below information:
    • The order number.
    • The name of the missing product(s).
    If it appears upon delivery your parcel has been tampered with, we kindly request images are emailed to the customer service team where support will be provided within 24-72 hours.

  • How can i pay?

    We accept the following credit/debit cards: MasterCard, Visa, Visa Debit, Visa Electron, Amex. All payments are securely processed through Global Payments.

  • I have a payment problem on my order. What should I do?

    Or website offers a seamless and simple checkout process to avoid any issues and a smooth customer journey. However, should you come across any issues once the order has been placed, we kindly ask that you contact us at the earliest convenience, to be able to assist better. Please email us, again with your order number and a message about what seems to have been the problem. We can then come back to you to resolve it as soon as possible.

  • How do I use a discount code?

    Any code advertised will not just work on any item on the website. In line with the terms of the code, you would add the item to the cart and then enter the code at the checkout in the COUPON CODE / DISCOUNT CODE box. When you click APPLY, a green bar will appear to say a code was added successfully. If it wasnt then a red bar will appear saying it was not able to add the code.

  • Why is my discount code not working?

    There are different ways you can utilise a code we are advertising. All codes will have terms linked to them. Usually the code will be advertised on the homepage and is for use on a specific category of products. This type of code you can use on that category only. So if you click on an item, and the item has a variety of different colours, steering away from the original item may mean that the other items are not included in the offer. So do always try and shop by category where possible. We do sometimes send a code via email, or it will be advertised on social media. These codes will have terms linked to them also, and will be explained in the email or a footnote on the social media advert to confirm its for use on selected items only.

  • How many times can I use the same discount code?

    All codes are for one time use per order. It will depend on if the offer is still active on the website as all offers will have a start and end date. If you place multiple orders, and use the code on each one, then there is no reason why you cannot use the code more than once. If we have created a code for you in place of a monetary refund, then this will be for one time use only. This is used in the same way as any other offer code - enter it at the checkout and the amount will be deducted.

  • Can the discount code be used with other offers?

    Unfortunately, the offers are all individual so they cannot be used in conjunction with any other active offers we have running at that time.

  • How do I check if a discount code has been successfully applied to my order?

    The code should show a green bar and say coupon code successfully added. You will also see the total change too and it will show in the order summary right before paying that a discount code has been used, and should show you what the code is in brackets and how much its reduced by.

  • 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. However we do aim to include any customs or import duties in our costs.

  • Is it safe to use my credit/debit card on Fiorelli.com?

    Yes. We process all credit/debit card transactions using Global Payments. 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.

  • What are my delivery options?

    We offer 2 types of delivery options: Standard and Next Day delivery. If you get to the checkout and only 1 option is showing to select, it would be because we are only offering Standard delivery at that moment in time. If we have both options available, then these will both show as an option to select at checkout.

  • What countries do you ship to?

    Currently only the UK, due to Brexit - however we hope to expand to more countries soon.

  • How do I track my order?

    Rest assured, as soon as your order has been received successfully, you will receive a confirmation of the order email. The next email you should expect to recieve is a dispatch email that will provide you with a tracking number. You can use this on the relevant tracking website (Royal Mail for UK orders or DPD for International orders). The courier will then email you to confirm the day you should expect the delivery and then on the day of delivery, you will get an email and text to confirm the timeframe its due to be delivered in.

  • Can I track my delivery overseas?

    Yes, you will be sent tracking details once the item has shipped.

  • When will I receive my order?

    For orders placed before 2pm, using our next day service, you will receive the next working day. For use of our standard delivery service, please allow 2-3 business days. Allow 4-6 business days during busy periods.

  • Can I change my delivery address?

    Unfortunately, when an order is placed there is a very very small window of opportunity for us to be able to locate the order and amend any details. This is due to the fact that the warehouse are trying to process orders so quickly to get these dispatched and with the customer urgently, it is usually too late to try and amend any details. For this reason, we say we cannot amend or cancel orders once placed.

  • What happens if I am not at home to accept my delivery?

    If at any time you are not home to accept the parcel, Royal Mail would generally leave a calling card to say they attempted delivery and then the item will be left at the local depot. You can then collect it there using your calling card and some form of ID. In some cases they have been known to leave the parcel with a neighbour or in a safe place too.

  • What should I do if my order isn’t delivered?

    If your time frame has lapsed and you still do not have your parcel, you should send us an email regarding chasing an order if the order hasn’t arrived. We can then investigate this with the delivery company and if there are any issues, we can look into a replacement or refund for your order. We do try and issue replacements where possible but if the stock does not permit this, a refund will be processed. In any correspondance to use, please include your order number and what you have ordered / name and address on the order for a quicker resolution.

  • What is your Returns policy?

    When you receive your item, we do ask that you check it thoroughly and let us know immediately if there are any issues at all, the sooner we know the more we can do to help. If you feel you need to return anything to us, all UK orders are provided with a returns form and a pre paid returns label. The returns form is in the form of a sticker, so you just tick the item you are returning and make sure you tick refund or replacement. There will be a reason box and you can tick why you are returning it. Pop that back into the parcel and stick the returns label on the front of the parcel, taking it to the local Post Office and they will do the rest.

  • Do I have to pay for my return?

    No all UK returns are free and parcels arrive with a pre paid label and returns form inside for you to utilize. International returns would need to be paid for as we do not cover free returns for these destinations.

  • How do i return an item?

    Please use the pre-paid label inserted in your parcel

  • I have lost the original returns paperwork, what do I do?

    If you need to return something and have misplaced the forms, please email our customer service team, again with your order number, and we can send you replacement returns form and pre paid label via email.

  • What happens once my item is returned?

    Once you return an item, it can take around 3 days to reach us. The item will then be processed by the returns team and then scan over the returns for that day to us. We receive these daily. We then aim to process a refund or issue replacements the next working day and then this can take 3 - 5 working days to reach you from the date it was processed on our side.

  • When will I receive my refund?

    Refunds can take 3 - 5 working days to appear in your account as standard. It can be sooner than that, depending on your bank.

  • How do I return an international order?

    If you need to return an International order, as we don’t cover these, please email us if the item is faulty. If its not faulty, we cannot cover the return unfortunately. If it is faulty, then we can look at each case individually, and can look into issuing a refund on a previous order for the shipping you paid, or we can offer a voucher for future use as a way to honour the return cost of the shipping. We would require you to send over the proof of postage.

  • Who designs Fiorelli bags?

    The range is designed by a very experienced designer, Nia Davis who is based in london but travels the world for inspiration for each collection.

  • Do you offer a repair service?

    No we do not offer a repair service