Find the answers to our most frequently asked questions below. If the answer isn't there, send an email to hello@fiorelli.com and our team will be happy to help.
Get In Touch
If you're having any issues or would like to get in touch with us, please send an email to hello@fiorelli.com and a member of our team will be happy to help you.
We are open Monday to Friday 9.30am - 5.00 pm (GMT). Saturdays,Sundays & Bank Holidays we are closed.
Live chat opening hours are 9.30am to 5.00pm.
Please note that during busy times it may take us a little longer to reply than normal.
Of course! You'll find our social media icons in the footer of our website. Please feel free to send us a message on Instagram, Facebook or Twitter and our friendly team will come back to you as soon as they possibly can.
If you're interested in calling in a sample for a publication feature or would like to suggest a potential partnership, please send an email to hello@fiorelli.com.
Delivery
Express Delivery (2-3 working days) FREE on all UK orders.
Please note orders placed on a weekend or Bank Holiday will be delivered 2-3 working days after the order is placed.
*Providing our carriers services are functioning normally and there are no adverse weather conditions, or other factors which are out of our control.
These dates and times for delivery are not guaranteed and are all subject to availability from our on-site warehouse.
We are currently only shipping to the UK.
We are unable to deliver to the Channel Islands.
As soon as your order has been placed, you will received a confirmation email. The
next email you should expect to receive is a dispatch email that will provide you with a tracking number. You can use this on the Royal Mail tracking website and the courier will then email you to confirm the day you should expect the delivery. On the day of the delivery you will also receive an email and text to confirm the delivery timeframe.
Standard Delivery (3-5 working days) FREE
Express Shipping (2-3 working days) £3.99 or FREE on orders over £50
If at any time you are not home to accept the parcel, Royal Mail will leave a calling card to say they attempted delivery and then the item will be left at the local depot. You can then collect using your calling card and some form of ID. In some cases, you may be able to rearrange the delivery.
If you haven’t received your parcel in the allotted timeframe please use the tracking information provided on the Royal Mail website. If this doesn’t give you a satisfactory update, please send us an email so we can investigate this with Royal Mail.
Once your order is dispatched you will receive an email with your delivery details and a tracking number. You'll be able to track your delivery here: Royal Mail
If you’re purchasing an item as a gift you’ll be pleased to know we’re helping to keep the surprise by not including any prices on our price tags. Please note, if an item needs to be returned to us for a refund, we will still need to see the original order confirmation, so please ensure you keep a copy of your email confirmation should it be required in the future.
Orders
Unfortunately, when an order is placed there is a very small window of opportunity for us to be able to locate your order and amend any details. This is due to the fact the warehouse are trying to process and dispatch orders as quickly as possible. For this reason, we are unable to cancel or amend orders once they have been placed.
As soon as you discover a fault with an item, please contact our customer service team with the following information:
• Order number.
• 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. 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.
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:
• Order number.
• Name of the product(s) that should of been received.
• Image of the incorrect product(s) received.
As soon as you discover you have an item missing from your order, please contact our customer service team with the below information:
• Order number.
• Name of the missing product(s).
Returns
Within our standard returns policy, you have 28 days to return your item for free. You will need to create your return on Fiorelli.com - Returns Center Any item/s returned to us will be credited back to the original payment method at the price paid, excluding the delivery charge. Once received it can take 5-7 working days for the item/ items to be checked and return confirmed.
All returned items must be unused and in their original packaging. Items must have the label attached and still contain the paper stuffing in which it was delivered with, complete with any protective covers on the item and/or hardware. Please insert the item inside the plastic delivery polybag with the original paperwork – do not fold or bend the item when repackaging it to return to us.
These conditions are in line with our standard Returns Policy. Failure to return an item in the same condition it was delivered in will either result in the refund being void or only part of the refund being processed, depending on the condition in which it arrives back to us.
For faulty items, please send an email to hello@fiorelli.com so we can look into this and help you. We will not accept any returns for non-faulty items that have been used and/or tags removed.
Please note that if you have purchased a Fiorelli product from an alternative retailer, you should return the faulty item to the original place of purchase.
All returned items must be unused and in their original packaging. Items must have the label attached and still contain the paper stuffing in which it was delivered with, complete with any protective covers on the item and/or hardware. Please insert the item inside the plastic delivery polybag with the original paperwork – do not fold or bend the item when repackaging it to return to us.
To start a return, simply create your return using our returns platform Fiorelli.com - Returns Center. You will need your order number and postcode or email address (depending on which option you chose). Once you have logged your return you will receive an email. Please allow 24 hours for your FREE returns label to be emailed to you. Please ensure you keep hold of the receipt as proof of postage as we may need this if there are any issues receiving your item back.
These conditions are in line with our standard Returns Policy. Failure to return an item in the same condition it was delivered in will either result in the refund being void or only part of the refund being processed, depending on the condition in which it arrives back to us.
Please take your return to your nearest drop off point with DHL Express.
You can use the following link to locate your closest
DHL drop off point: DHL Express - Find your nearest service point.
To track your return please find the waybill number it is located under the barcode of your pre-paid returns label. Please track here: Track Here
No, we offer a free UK returns service.
Please contact our customer service team for help at hello@fiorelli.com
Once your return has been received it can take up to 5-7 working days to be processed. You will receive a confirmation message once the refund has been processed.
Once we’ve received your return, it can take up to 5-7 working days for the funds to reach your original payment method.
No we do not offer a repair service unfortunately.
Payment & Discount Codes
We accept all major credit and debit cards, PayPal and Apple Pay. All payments are securely processed through Shopify payments. We are working hard to add more payment methods in the future.
Our website offers a seamless and simple checkout process to ensure a smooth customer journey. However, should you come across any issues, we would kindly ask you to contact us with an image and/or description of the issue. We will do our best to come back to you to resolve the issue as soon as possible.
Any discount or promotional code advertised on Fiorelli.com will not work on any item on the website. In line with the terms of the code, you would add the item to the basket and then enter the code at the checkout. If you experience any issues using a discount code, please get in touch.
Discount or promotional codes we offer on Fiorelli.com are subject to terms and conditions. This includes, but is not limited to, only being valid on certain products, colours, categories and for a certain period of time.
If a code isn’t working on a product you believe is valid, please get in touch and we will look into this for you.
Unfortunately, discount and/or promotional codes cannot be used in conjunction with any other active offers we have running at that time.
Yes. We process all credit and debit card transactions using Shopify Payments which is completely PCI compliant. All sensitive data supplied is encrypted so that it cannot be accessed by anyone else once you have supplied it to us, making your data 100% secure.
When we have a promotion or discount code available, any additional price changes, promotions or discount codes which make the item/s a lower monetary value at a later date will not be honored. By using a discount code or purchasing an item as part of a promotion or sale, you are agreeing to these terms and conditions.
Gift With Purchase
It’s simple! Spend £40 or more in a single transaction on our website. Once your cart subtotal (after any discounts are applied) reaches £40, you are eligible for the gift.
No code needed! The free wallet will be automatically added to your shipment by our warehouse team once your order qualifies.
To keep things a surprise, the wallet style and colour are selected by our team based on current seasonal availability. We promise it will be a piece you’ll love!
If you decide to return your items and your updated order total falls below the £40 qualifying threshold, you must also return the free wallet in its original, unused condition. If you choose to keep the wallet, its full retail value will be deducted from your refund.
This is a limited-time promotion. The offer is available until the 7th of June or while supplies last. Stocks are limited, so we recommend moving fast! Please note that Fiorelli reserves the right to stop the promotion at any time.
My Account
Please send an email to hello@fiorelli.com and our customer service
team will be happy to help you. Please provide us with your full name and email
address used to create your account. If you had an account with us prior to 2 November 2021, you unfortunately won't be able to use your old account details and will need to create a new account with us.
Request to change your password by clicking the ‘My account’ icon positioned in the top right hand corner. By selecting ‘forget password’ you will receive an email where you will be invited to click on the link and create a new password.
You can create an account with us by clicking on the ‘My Account" button (silhouette
icon in the top right hand corner). Here you can log in to your account or create a new account.
Log into your account and your browser will be redirected to an account overview. Here you can update all your personal details, marketing preferences, gift card(s) information, your wishlist and more.
Fiorelli Products
Due to the nature of the process to produce
patterned and printed products the print or pattern my vary from the image shown
and other products within the same collection.
Due to the unique characteristics of the material, there may be some colour
variations and colour transfer may occur. Wear and tear will occur over time
and use.
Fiorelli is a non-leather accessories brand and we are proud to not use animal products. We sell backpacks, crossbody bags, grab bags, shoulder bag, tote bags, phone bags and purses which are all made from a soft faux leather.
Our crossbody bags, backpacks, shoulder bags, tote bags, grab bags, phone bags and purses can be used to store your essentials, whether you're going to work or having a casual weekend. We would advise storing your bag in a clean, tidy space to keep it in the best condition possible. For general care, wipe your bag down with a clean, damp cloth and leave to dry.
We unfortunately don't offer a repair service. If you find that your bag has broken, please get in touch and our team can do their best to offer a solution.
The former brand owner, Global Brands Group Europe Limited, went into administration on 2 November 2021 and as a result of this the outlet stores unfortunately closed down.
Occasionally, situations arise where multiple customers place an
order for the same item at the same time. This can unfortunately lead to the
stock on the website not being updated immediately, therefore the item may show
as available but when your order reaches our warehouse the item is not physically there, which means we cannot fulfil your order.
We do always try and fulfil all orders where possible, however if 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.
