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.

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

Alternatively, the quickest and easiest way to get in touch
is via email hello@fiorelli.com

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.

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 reach us via sending an email to hello@fiorelli.com or sending a message on one of our social media channels or
via phone 0208 050 4616.

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.

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.

We offer 2 delivery options: Standard and Next Day delivery.

Standard Delivery takes 2-4 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 2pm and is £4.99. Please see below additional information for Next Working Day delivery.

1. Orders placed using Next Woking Day delivery option before 2pm will be received on the next working day.

2. Orders placed after 2pm 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.

During busy sale periods the option for Next Working 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 2-4 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 2pm and is £4.99. Please see below additional information for Next Working Day delivery.

1. Orders placed using Next Working Day delivery option before 2pm will be received on the next working day.

2. Orders placed after 2pm 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.

You have 28 days to return your item for free. You will need to create your return on Returnly. Any item/s returned to us will be credited back to the original payment method at the price paid, excluding the delivery charge.

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.

No, we offer a free UK returns service.

Simply create your return using our returns platform Returnly. You will need your order number and postcode. You will then receive a pre-paid returns label. 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.

Please contact our customer service team for help.

Once your return has been received it can take up to 6 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 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.