Help!

Placing an order

Do I have to have an account to place an order?

Certainly not, you can check out as a guest on Fiorucci.com as well as being able to check your order online using the email address you ordered with, order number and billing postcode/zipcode.

I haven’t received a confirmation email for my order.

If you have a Fiorucci account you can check the ‘Order History’ for the status of the order. If you do have an order number, please verify your email address is correct. If there is no recent order listed it is likely that your order was unsuccessful. You can try placing another order or contacting us on 020 3946 3795 or help@fiorucci.com with details of the order you tried to place and we can have a look into it for you.

I’m having trouble placing an order online.

If you are experiencing issues with fiorucci.com please contact us on 020 3946 3795 or email us at help@fiorucci.com. Please provide details of the issue you are experiencing including information about what device (iPhone, Mac etc) and browser (Safari, Google Chrome etc) you are using.

Can I amend an order once it has been placed?

Unfortunately we are unable to amend an order once it has been placed. We can attempt to cancel your order within 60 minutes of placing, please email but this can't be guaranteed. After this time we can't cancel before delivery, but you can return unworn items for free within 14 days of receiving your order.
If you believe that your delivery address is incorrect please email us ASAP. Address changes cannot be guaranteed however will be attempted.

Is it possible to cancel an order?

We can attempt to cancel your order within 60 minutes of placing, please email but this can't be guaranteed. After this time we can't cancel before delivery, but you can return unworn items for free within 14 days of receiving your order.
If you believe that your delivery address is incorrect please email us ASAP. Address changes cannot be guaranteed however will be attempted.

I received an email saying that are unable to fulfil my order - what can I do next?

Unfortunately, sometimes we are unable to fulfil all the items in an order due to high demand. However, we can try and locate this item for you in our Soho store so please contact us on +44 (0)203 946 3795 or help@fiorucci.com detailing the item name and size that you would like.

Payment

What payment methods do you accept?

We accept American Express, Visa, Visa/Delta, Visa Electron, Maestro, Mastercard, PayPal, Klarna & Apple Pay

How does Klarna work?

Klarna allows you to shop now and spread the cost into 4 equal, interest-free, payments. Split your purchase into 4 equal payments every 2 weeks. Available in the US only.

Please note, Fiorucci is unable to provide any details if you're not eligible to pay using Klarna services. If you have any questions regarding your payment, please contact Klarna customer service.

Can I shop in other currencies?

Yes, we have three separate sites for Euros, US Dollars and Sterling. You should be automatically directed to the correct site depending on your current location, however, if you would like to shop in a different currency you can find the three separate icons ($ £ €) at the bottom of any page on the right-hand side of the website.

Do you offer student discount in-store and online?

We currently do not offer student discount in-store or online.

Can you help me with my promo code?

Absolutely, if you are having any difficulties at all placing an order with your promo code please email help@fiorucci.com and we will look into this for you as soon as possible.

Can I use more than one promo code on my order?

Unfortunately it is not possible to use more than one promo code on the same order. If you have any further questions regarding this please contact us at help@fiorucci.com.

Will my parcel be charged customs and imports charges?

Yes, all orders are shipped DDU (Delivery Duty Unpaid). This means all orders are subject to customs and import charges into the respective destination country if required on delivery. It is the responsibility of the customer to pay any applicable charges on delivery. The shipping company will contact you by email or telephone once your items are in customs to let you know the cost. This may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods.

Delivery

Which Courier service do you use?

We use DHL Express for all UK and international deliveries.

How can I track my order?

When your order is ready to leave our warehouse you will receive an email to let you know. This will contain a tracking link which will become active once the courier has received your parcel. Use that link for regular tracking updates.
If you have provided a mobile number at checkout, you will also receive a tracking link via text message.
Don’t forget that our couriers work until 9pm so your order could arrive in the evening. If you're not in when the courier tries to deliver don't panic! You will receive a notification with further instructions.

Can I get my order faster?

We use DHL Express for all orders which is a fully trackable service. Deliveries within Europe can take between 2-4 working days depending on location.

I have not received my delivery within the specified time period.

We advise that deliveries to the UK should take 1-2 working days, EU orders should take 2-4 working days and ROW deliveries should take 2-6 working days. If you have not received your parcel after this time, please email at help@fiorucci.com including your order number so we can investigate for you. Please note during sale and busy periods, these timeframes may be extended.

Do you deliver to PO box addresses?

We are unable to deliver to PO Box numbers, BFPO addresses, mail-forwarding addresses and temporary residence addresses. This is to ensure the safe and undamaged delivery of your order.

Do I have to sign for my delivery?

All orders sent by DHL require a signature on delivery. Please be aware that DHL is not a named delivery service which means that your order does not have to be signed for specifically by you. We will not be liable for any lost or missing orders that have been signed for at the delivery address. If the courier attempts delivery and you are not available, attempts will be made to redeliver again and a calling card will be left. If delivery is attempted multiple times and the delivery is not successful your order will be returned to the warehouse.

Returns

What is your returns policy?

We hope you fall in love with all things Fiorucci but if for any reason you are not entirely happy with your order, then you are able to return this to us for a full refund as long as it is in its original sellable condition within 21 days of delivery.

Due to hygiene reasons we are unable to accept the return of face masks, bodies or any swimwear where the hygiene seal has been removed.

Please note we cannot accept the return of goods purchased online in our Soho store or the return of any items that have been monogrammed either in our Soho store or by an outside party.

How do I return my order?

Returns are free and easy for all our customers.

To obtain your free returns label please go to https://fiorucci.returns.international/ where you will be able to generate your label and receive information on how to return your order.

Once you have generated your returns label, please follow the following steps:

Step 1: Ensure that the items are wrapped in their original packaging and have the tags attached
Step 2: Please let us know the items you are returning by completing the returns form included with your order which will ensure we can process your return promptly when received at our distribution centre
Step 3: If possible, place the items and returns form in the original parcel they were delivered in. Should the original parcel not be suitable please wrap the items securely in your own packaging
Step 4: Place the tracking label on the parcel covering the original address label
Step 5: Please take your parcel to your local drop off point or hand to the driver if you are having the parcel collected
Step 6: Please ensure that you keep a record of your returns AWB number. Should there be any issue with your return we need this to track your parcel

My item is faulty, what do I do?

We want to sort out any issues with faulty items straight away. As soon as you discover a fault, please contact help@fiorucci.com before attempting to return the item and we will be able to advise you further.

When will I get my refund?

Your return can take up to 10 working days to be received back in our distribution centre and once your parcel arrives back with us it can take up to 5 working days for your refund to be processed.

Should you wish to track your return you can do this using the link on the email you receive after booking your returns label.

If there are any issues with your return, we will be in touch.

Can I return my online order to the store?

Please note we cannot accept the return of goods purchased online in our Soho store or the return of any items that have been monogrammed either in our Soho store or by an outside party.

I ordered online and received the wrong item(s).

Please do contact us at help@fiorucci.com and we will resolve this as quickly as possible.

I have returned my order to you but haven’t received my refund yet?

It can take up to 2 weeks for us to receive and process your returned item from the time of postage so please check to see if you are inside this window. If it has been longer than 2 weeks and you haven’t received your refund, then please contact us on 020 3946 3795 or email us at help@fiorucci.com and we will investigate. Please make sure you include your order number and proof of postage for your order to speed up the process.

I have not received a returns label/returns form.

Please contact help@fiorucci.com quoting your name and order number and we will get one sent over to you.

Can I return my order to you if I purchased it through a third party?

No, unfortunately we are unable to accept the return or exchange of items bought through a third party online or in store. Please contact the retailer directly if there are any issues with the item(s) you ordered.

Can I return an item that has been monogrammed?

We cannot accept the return of any items that have been monogrammed either in our Soho store or by an outside party unless the item is faulty. If that is the case please contact help@fiorucci.com