Refund policy
Need to return your order?
It’s easy! If you’re not satisfied with the product you purchased, Fiorela will issue a store credit for the returned item(s).
RETURN POLICY
Items must be returned within 30 days from the delivery date. All returns will automatically be refunded in the form of store credit (allowing you to repurchase an alternative item or the same item in a different size). Items marked with "FINAL SALE" cannot be returned unless defective. We do not offer refunds for final sale items, change of mind, or sizing errors. Customers who receive an incorrect item or products with a manufacturing defect will be issued a refund. (Please note: Fiorela’s warehouse performs strict quality control on each item before shipment and upon receipt of returns.) Please take care when trying on items. (Manually damaged items or those that do not comply with our return policy will be rejected and sent back to the customer.) Fiorela is not responsible for return shipping costs. We do not refund original shipping fees. Please note that any order returned due to unclaimed or rejected customs fees, failed delivery, or incorrect address will be issued as store credit, minus shipping charges. This will be done once the carrier confirms the return via the tracking link. We do not offer refunds for such returns.
EXCHANGES
A store credit will be issued so you can purchase a new item or a different size. If you need an urgent exchange, we highly recommend purchasing the replacement size before returning the item. We will issue store credit once we receive the unwanted item. (As we do not hold items or process exchanges while your item is in return transit.)
RETURN CONDITIONS
All clothing must be returned:
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In original condition, unworn and unwashed. (Free from makeup or deodorant stains.)
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With all tags attached and in original packaging.
All shoes must be returned:
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In the original shoe box, undamaged.
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In the same condition as delivered.
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Tried on indoors and on a soft surface.
WHAT CANNOT BE RETURNED
Promotional items cannot be returned (except full-price items purchased with a discount code). For safety/hygiene reasons, the following items cannot be returned:
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Accessories (all products in the accessories category, except shoes and heels).
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Lingerie.
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Swimwear (without hygienic liner).
HOW TO RETURN AN ITEM
Items must be returned within 30 days from the date of purchase.
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Simply download our return form [HERE].
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Print the return form.
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Make sure the items meet all return conditions.
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Clearly fill out your contact details.
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Include the return form in your package.
Please send your return to:
Fiorela Dresses Return Center
ORDER NUMBER: ______
Av. da Paz, 1154 - Jaraguá, 57022-050,
Alagoas, Brazil.
Our warehouse is not open to the public for returns, deliveries, or order pickups.
PLEASE NOTE:
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Returns received after 30 days from the date of purchase will incur a €5.00 processing fee, deducted from your store credit.
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Returns received after 35 days will not be accepted and will be returned to the customer.
RECEIVED A DEFECTIVE ITEM?
If you received a defective item, please email our customer support team within 5 days of receiving the package via our contact form. Wait for instructions before sending the return.
You will not be refunded for return shipping if our team did not provide instructions by email before returning defective items.
Make sure to use a trackable shipping method, as Fiorela is not responsible for lost or damaged returns in transit.
RETURN EVALUATION
Returned products will be assessed upon arrival to verify compliance with our return policy.
Non-returnable items and/or items not meeting our return policy will not be accepted and will be returned to the customer.
STORE CREDIT, REFUNDS & PROCESSING TIMES
Depending on the service and country you are returning from, it may take up to 21 business days (excluding weekends and holidays) for items to be delivered and processed by our returns team.
If you are eligible for a refund (e.g., received a defective item), the refund will be made to the original payment method used for the order.
For payments made with credit cards, gift cards, or store credits, the refund will first be applied to the gift card/store credit.
Please do not email us regarding the arrival of your return unless it has been more than 15 days since shipment.
You will be notified by email at the address provided at checkout once the return is completed.
Store credit will be issued via email as a code and will remain valid for 6 months from the date of receipt.
Please note that Fiorela does not operate on public holidays, so all returns will be processed the next business day