Refund policy

Return rules summary

Returns are accepted within 14 days
You must cover the cost of return shipping and there is an admin fee
We must receive tracking details for the return within 14 days of your request
Email us to start the returns process or log into your Fiorella account on our website to start the returns process

Returns policy - 14 day policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way! As the parcel remains your responsibility until it arrives back to us, please ensure that you get proof of postage in case you need to contact us about your return.

If you wish to send back a product, please note that there is no possibility to exchange it for a different size or colour. In such cases, you will need to place a new order.

To return unwanted items purchased from us, please follow these simple steps:

Ensure that the items have their original labels intact, are unused, unwashed, and in their original condition.
Email fiorella.by.naz@gmail.com with details on the item you wish to return, your full address and your order number.
If your return is accepted, we will send you instructions on how to send your parcel by email.
All goods being returned must be packed in a waterproof bag or box. If possible, please use the original packaging.
Email fiorella.by.naz@gmail.com with tracking details so that we can easily confirm receipt of the package. Tracking details must be shared within 10 business days of requesting the return.
Please note that it is your responsibility to ensure the parcel is returned to us and you are responsible for the cost of postage. We strongly suggest that you obtain proof of postage from the Post Office when you return it.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at fiorella.by.naz@gmail.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

A 4% admin returns fee will be deducted befroe processing your refund. This fee is calculated as a percentage of the total value of your returned items.

If more than 15 business days have passed since we’ve approved and received your return, please contact us at fiorella.by.naz@gmail.com.