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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

  • Klarna - Pay later in 30 days

    Who is Klarna?

    Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than

    200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

    How does Pay later in 30 days work?

    Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only

    pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into

    www.klarna.com/uk .

    Am I eligible for Pay later in 30 days?

    To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When

    choosing Pay later in 30 days, our assessment will not affect your credit rating.

    How can I increase my chances of being accepted for Pay later in 30 days?

    Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or

    over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your

    registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every

    order and in turn, as it is denied does not mean it will be denied for all future orders.

    Will a credit search take place against me?

    Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to

    other lenders. Neither Klarna nor Fiorelli run credit searches against you that could impact your credit rating.

    Why have I not been offered Pay later in 30 days?

    Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms

    that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to

    complete your order by paying by credit or debit card at the checkout.

    What are my payment options with Klarna?

    You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods

    once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

    What happens if I cancel or return my order?

    As soon as Fiorelli have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the

    Klarna app immediately.

    What happens if I don’t pay for my order?

    Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from

    the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay

    later in 30 days’ products even if you have failed to pay on time.

    I have been asked to go to the Klarna site. Is this correct?

    If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can

    settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

    What do I need to provide when I make a purchase?

    If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile

    number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important

    that you give us the correct details, as otherwise you will not receive the payment information.

    Is my payment information safe?

    Payment information is processed securely by Klarna. No card details are transferred to or held by Fiorelli. All transactions take place via connections

    secured with the latest industry standard security protocols.

    Can I pay before the due date?

    You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in

    the Klarna app to pay for your order.

    Have you received my payment?

    If you pay by card, Fiorelli will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email

    address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order

    and payments by logging in to the Klarna app or www.klarna.com /uk.

    What happens to my statement, when I've returned the goods?

    Once Fiorelli has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if

    you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

    I've received a statement, but I've not yet received my goods.

    You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Fiorelli to check on

    delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while

    you wait for the goods to arrive.

    I have cancelled my order. How long will it take until I receive my refund?

    As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

    I have asked for a refund. How will I be refunded?

    If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the

    statement or cancel it completely.

    I haven’t received an email with my statement/payment information.

    If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to

    make payments.

    I still have questions regarding payment, how can I get in touch?

    Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

  • Klarna - Pay later in 3 interest free installments

    Who is Klarna?

    Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than

    200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

    How does Pay later in 3 interest-free instalments work?

    Pay later in 3 interest-free instalments will allow 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

    Fiorelli and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app .

    Am I eligible for Pay later in 3 interest-free instalments?

    To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to

    your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

    How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

    Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item

    availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and

    accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna

    payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

    What do I need to provide when I make a purchase?

    If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current

    billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's

    very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

    Will a credit search take place against me?

    Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to

    other lenders. Neither Klarna nor Fiorelli run credit searches against you that could impact your credit rating.

    Why have I not been offered Pay later in 3 interest-free instalments?

    Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option

    is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online

    store, previous order history and item availability.

    What are my payment options with Klarna?

    Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is

    taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor

    your payments’ schedule in the Klarna app.

    What happens if I cancel or return my order?

    As soon as Fiorelli have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return

    will be reflected in the Klarna app immediately.

    What happens if I don’t pay for my order?

    Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Fiorelli from the debit or credit card

    you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect

    payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15

    days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in

    Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

    I have been asked to go to the Klarna site. Is this correct?

    You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

    Is my payment information safe?

    Payment information is processed securely by Klarna. No card details are transferred to or held by Fiorelli. All transactions take place via connections

    secured with the latest industry standard security protocols.

    Can I pay before the due date?

    Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

    Have you received my payment?

    Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely

    event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and

    payments in the Klarna app or by logging in at www.klarna.com/uk .

    What happens to my statement, when I've returned the goods?

    Once Fiorelli has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment

    schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled

    payments. You are always able to monitor the status of your order in the Klarna app.

    I've received a statement, but I've not yet received my goods.

    In the event that your goods have not been received please call Fiorelli to check on your order and delivery status. You can also contact Klarna’s Customer

    Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

    I have cancelled my order. How long will it take until I receive my refund?

    As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

    I have asked for a refund. How will I be refunded?

    Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

    I haven’t received an email with my statement/payment information.

    You can log in the Klarna app or at www.klarna.com/uk , where you will find all of your orders and payment schedule information.

    I still have questions regarding payment, how can I get in touch?

    Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.