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 - 4.30 pm (GMT). Saturdays,Sundays & Bank Holidays we are closed.
Live chat opening hours are 9.30am to 4.00pm.

You can also reach us via sending a message on one of our social media channels or via phone 0208 050 4616.

Please note that during busy times it may take us a little longer to reply than normal. If our phone lines are busy please leave a message or send an email to hello@fiorelli.com, and we will get back to you as quickly as possible.

0208 050 4616 and our opening hours are 9.30 am – 4.30 pm Monday to Friday, excluding Bank Holidays.

If our phone lines are busy please leave a message or send an email to hello@fiorelli.com, and we will get back to you as quickly as possible.

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.

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.

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.

FAQ answer

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.

Standard Delivery £3.99 or free over £50.

Please allow 3-5 working days for the order to be received.

Express Delivery £4.99 or free over £65.

Please allow 2-3 working days for the order to be received.

Next Day Delivery £6.99 or free over £80.

1. Orders placed using Next Day Delivery option before 12.30pm on Monday - Friday will be received the next day.

2. Orders placed after 12.30pm will be received the next working day after the order is placed.

3. Orders placed on a weekend or Bank Holiday will also be delivered 2 working days after the order is placed.

During busy sale periods the option for Next Day Delivery may not be available – this will be evident at the checkout, as you will only be offered standard delivery as an option.

*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.

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 takes 3-5 working days and is free for all orders over £50. If your
order is under £50 Standard delivery will cost £3.99 

Next Working Day Delivery is only available for orders placed before 12:30pm and is £4.99 or free over £65. Please see below additional information for Next Working Day delivery.

1. Orders placed using Next Working Day delivery option before 12:30pm will be received on the next working day.

2. Orders placed after 12:30pm will be received 2 working days after the order is placed.

3. Orders placed on a weekend or Bank Holiday will also be delivered 2 working days after the order is placed.

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 or advise Royal Mail to leave your parcel with a neighbour or in a designated safe place.

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: https://www.royalmail.com/track-your-item.

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.

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.

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.