Frequently Asked Questions
Delivery
How long should delivery take?
Orders are dispatched the next working day (Not on weekends or bank holidays) so orders should be delivered within 2-3 days.
Where is my item?
Items will be sent fully tracked, sometimes there may be delays due to courier error or busy periods. However, if the delivery goes past the expected delivery date by about 10 working days please contact us here and we will handle it for you.
What countries do you ship to?
Currently we are only shipping within the UK.
Payment/Orders
What payment options do you accept?
We accept all major cards such as Visa, Mastercard and American Express plus Paypal and Apple Pay.
Can I modify my order after it has been placed?
After you place your order we have a very small window of opportunity to make changes if you have made an error with an item in your order or perhaps your shipping address.
We will send you an order confirmation email and it is extremely important you check all the information on this as it confirms the details we have been provided. If you notice any errors or issues please contact our support team at info@fioravalli.com immediately.
We'll do our best to help with an amendment but if the order has already been processed or begun production then we will unfortunately be unable to make any amendments.
Fiora Valli will not be held liable for any issues relating to incorrect delivery addresses or errors on items ordered.
Returns/Exchanges
What is your return policy?
If for any reason you are not completely satisfied with your purchase, you can return your item(s) within 30 days of dispatch of your order. Items must be returned unused & unworn and in the same condition it was sent to you with all tags/labels and packaging attached.
How do I process a return request?
Send us an email to info@fioravalli.com stating the return reason, order number, name and address. Please enclose this information with the return item as well to speed up the return process. And send to:
Return Address
Attn: Carl Lane, Fiora Valli, 345 Leek Road, Stoke-on-Trent, ST4 2BU.
Can I exchange an item?
We provide complimentary exchanges for all products. Simply follow the return procedure, indicating the desired size/colour/item for exchange. Upon receipt of the item, we will dispatch the replacement.
How long until I receive my refund?
Refunds back to the original payment will be made within 7 days of receiving the goods back in our warehouse.
Please note that it can take up to 10 working days for the refund to show in your bank account depending on the original payment source.
Refunds to Store Credit are processed immediately on receipt of goods back to the warehouse and a gift card is sent via email immediately.
Is return shipping free?
Unfortunately, we do not offer free return shipping currently. The cost of shipping items globally has soared in recent years and it is not financially viable for us to offer this to customers in all countries.
We do offer our U.K customers access to a subsidised return shipping service, and this provides you with a fully tracked & insured 48 hour return shipping label for £3.50 (deducted from final refund amount). In many cases (dependent on location) customers are also able to arrange to have the products collected directly from their door. Please note: This charge is waived for those customers requesting a refund via a gift card.
We also ask customers to be mindful of the return process and its carbon impact, and where possible think carefully about all purchases. Feel free to ask us about sizing or fit if you are unsure and we can point you in the right direction so to avoid the situation where you might need to return something because it doesn't fit. Let's try and get it right first time!
Product Information
Where are your products made?
All items are screenprinted, embroidered and hand finished in the UK. We have factories in China and Bangladesh that produce our base products, all factories are rigorously vetted to make sure they comply will ethical working conditions and fair pay.
How should I care for my product?
We highly recommend that you wash all items inside out on a cool 30'C wash. Dry the garments flat when possible and avoid ironing the screenprint. If these guidelines are followed, your garments will last many years, reducing the impact on the planet and your bank account!
Couldn't find your answer?
We're here to help. If you couldn't find the information you were looking for, please reach out to us directly. Our team is eager to assist you.