Return and Refund Policy
At Fiorena, we are committed to providing our customers with high-quality products and an excellent shopping experience. To ensure transparency, please read this Return and Refund Policy carefully before making a purchase.
By placing an order through our website, you confirm that you have read, understood, and agreed to this policy.
This policy applies to customers in all countries and markets in which Fiorena operates, subject to any mandatory consumer protection laws applicable in the customer's country of residence.
1. Returns for Non-Personalized Products
For non-personalized products, customers may request a return within 14 days of receiving their order, unless a longer period is required by applicable consumer protection law.
To be eligible for a return, the product must be:
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New and unused;
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In the same condition in which it was received;
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Returned in its original packaging;
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Free from damage, signs of wear, or alterations.
Once we have received and inspected the returned product, Fiorena will notify you whether your return and refund have been approved.
Nothing in this section limits any mandatory consumer rights that may apply in your country.
2. Personalized and Custom-Made Products
All personalized or custom-made products created specifically according to the customer's selections or specifications — including items featuring initials, names, symbols, birthstones, zodiac signs, engravings, or other personalized elements — are made specifically to order.
For this reason, personalized and custom-made products are not eligible for return, exchange, or refund due to a change of mind, except where otherwise required by applicable consumer protection law.
This policy applies to orders placed from all countries and markets in which Fiorena operates, including the European Union, United States, United Kingdom, Canada, Australia, and New Zealand.
For customers in the European Union, the statutory right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized, in accordance with applicable EU consumer protection law.
For customers in the United States, United Kingdom, Canada, Australia, New Zealand, and other markets, personalized and custom-made products are subject to this policy as well as any mandatory consumer rights applicable in the customer's jurisdiction.
Nothing in this policy excludes, restricts, or limits any consumer rights that cannot legally be excluded under applicable law.
If a personalized product is defective, damaged, incorrectly produced, or does not match the order placed, please contact Fiorena. Where required under applicable law, we will provide an appropriate remedy, which may include a replacement, repair, or refund.
3. Sale and Promotional Items
Products purchased during a sale, promotion, discount campaign, or special offer are generally not eligible for return or exchange due to a change of mind, unless otherwise stated by Fiorena or required by applicable law.
This does not affect your statutory rights if a product is defective, damaged, incorrectly supplied, or otherwise does not conform to the order or applicable consumer guarantees.
Where mandatory consumer protection laws provide additional rights or remedies, those rights will continue to apply regardless of whether the product was purchased at full price or during a promotion.
4. Order Cancellations
Because our orders are processed quickly and personalized products may enter production shortly after an order is placed, cancellation requests must be submitted within 24 hours of purchase.
Cancellation requests must be sent by email to:
After 24 hours, your order may already have entered production or be prepared for shipment. In such cases, cancellation may no longer be possible, particularly for personalized or custom-made products.
If applicable law provides you with additional cancellation rights that cannot legally be excluded, those rights will remain unaffected.
5. Defective, Damaged, or Incorrect Products
If you receive a product that is defective, damaged, incorrectly produced, or different from what you ordered, please contact Fiorena as soon as reasonably possible.
Please provide:
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Your order number;
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Your full name;
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A description of the issue;
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Clear photographs or other relevant evidence showing the problem.
After reviewing your request, Fiorena will provide an appropriate solution in accordance with applicable consumer protection law.
Depending on the circumstances and your applicable statutory rights, this may include:
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A replacement product;
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A repair, where appropriate;
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A full or partial refund; or
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Another remedy required by applicable law.
Your statutory rights regarding defective, damaged, or non-conforming products are not affected by this policy.
6. Return Shipping Costs
For voluntary returns of eligible non-personalized products, return shipping costs are the responsibility of the customer, except where otherwise required by applicable law.
If a return is necessary because the product is defective, damaged, incorrectly supplied, or due to an error attributable to Fiorena, return shipping costs will be handled in accordance with applicable consumer protection law.
Original shipping costs are generally non-refundable for voluntary returns, except where reimbursement is required by applicable law.
Customers are responsible for ensuring that returned products are packaged securely.
We recommend using a trackable shipping service, as Fiorena cannot be held responsible for return shipments that are lost or damaged before reaching us, except where applicable law provides otherwise.
7. How to Request a Return
Before returning a product, please contact our Customer Service team at:
Please include:
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Your order number;
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Your full name;
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The reason for your return request;
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Relevant photographs, where applicable.
Please do not send a return before receiving return instructions from our Customer Service team.
Once your return request has been reviewed and approved, you will receive the necessary return instructions.
8. Return Form
Where provided or requested by Fiorena, a completed return form should be included with your return.
Failure to include the requested information may result in delays in identifying and processing your return.
The absence of a return form does not affect any mandatory statutory rights that cannot legally be excluded.
9. Refund Processing
Once we have received and inspected an eligible returned product, we will notify you regarding the status of your refund.
Approved refunds will be issued to the original payment method, unless otherwise agreed or required by applicable law.
Refunds will be processed within the timeframe required under applicable consumer protection law. After Fiorena has processed the refund, additional processing time may be required by your bank, credit card provider, or payment provider before the funds appear in your account.
If a voluntarily returned product does not meet the return conditions set out in this policy, Fiorena reserves the right to refuse the return or refund, to the extent permitted by applicable law.
10. Mandatory Consumer Rights
This Return and Refund Policy is intended to apply internationally across the markets in which Fiorena operates.
Consumer protection laws differ between countries and jurisdictions. Nothing in this policy is intended to exclude, restrict, or modify any statutory right, guarantee, remedy, or protection that cannot legally be excluded, restricted, or modified.
Where the laws applicable to a customer's purchase provide greater mandatory consumer protection than this policy, those mandatory legal rights will prevail.
11. Contact Us
If you have any questions about this Return and Refund Policy, would like to request a return, or require assistance with an order, please contact our Customer Service team:
Email: contact@fiorena.it
Our team will be happy to assist you as soon as possible.
