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.

What payment methods do you accept?

We accept American Express, Visa, Visa/Delta, Visa Electron, Maestro, Mastercard and PayPal.

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 call us to request this on +44 (0)203 946 3795 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 call 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 call us to request this on +44 (0)203 946 3795 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 call 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 and PayPal.

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 call us on 020 3946 3795 or 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 on 0+44 (0)203 946 3795 or 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 call +44 (0)203 946 3795 or 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?

Returns must be made within 14 days of receipt in its original condition.

Regrettably due to hygiene reasons we are unable to accept the return of face masks, knickers or briefs including thongs, hipsters, bikinis and bodies. We also don't accept returns of any swimwear where the hygiene seal has been removed.

In the event that an item is returned in an unsellable condition or is not in-line with our returns policy, we may have to send it back to your delivery address and ask you to cover the delivery costs.

Parcel's are your responsibility until they reach our warehouse so please ensure you've packed it securely and have proof of posting/tracking number as we'll need this if there are any issues with your return.

If you choose to use a different courier service to return your parcel, it will be your responsibility to pay for the return.

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.

For hygiene reasons, we are unable to accept returns for some items unless they are faulty. Please visit our returns page for full details of which items this applies to.

How do I return my order?

Returns are free and easy for all our customers. Should you wish to return any items on your order please contact help@fiorucci.com with your order number and details of the items you wish to return and we will email you a DHL prepaid label and any required Customs documents.

Step 1: Ensure that the items are wrapped in their original bags and have the tags attached.

Step 2: Please let us know the items you are returning by completing the returns form included.

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: 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 5: Place the prepaid DHL label and documents on the parcel covering the original address label.
Should you use a different courier service to return your parcel, it will be your responsibility to pay for the return.

If you’re returning internationally and require a commercial invoice, please email help@fiorucci.com and we will get this sent over to you.

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?

Please allow up to 7-10 working days for your parcel to make it back to our Distribution Centre. Once your parcel arrives back with us, it can take 7 working days for your refund to be processed. If there are any issues with your return, we will be in touch. Parcel’s are your responsibility until they reach our distribution centre so please ensure that you have packed it securely and have the proof of posting as we will need this if there are any issues with your return

Can I return my online order to the store?

No, unfortunately we are unable to return or exchange orders bought online in store. If you wish to exchange an item the easiest way is to return the item for a full refund and then simply reorder the item online.

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

Please do contact us at help@fiorucci.com or call 020 3946 3795 and we will resolve this as quickly as possible.

I have returned my order to you but haven’t received my 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 or call 020 3946 3795 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 or call 020 3946 3795.