Customer service

shopping online

Payments made by credit card on the e-commerce site are encrypted and secure.
There are two ways you can look for items:
• by clicking on the magnifying glass symbol top right, and entering a search term into the box;
• through the online shop categories.
The items found will be displayed with their price, and available sizes and colours. You can refine your search by using the colour and style filters in the online shop. You can remove filters at any time and return to the complete list of search results.

payments

We accept several methods of payment. You can choose the one which is most convenient for you. You can pay by:
• Visa (Verified by Visa security protocol)
• Mastercard (Mastercard Secure Code security protocol)
• Maestro
• American Express
• Diners
• PayPal
• Bank Transfer

shipments

Deliveries are made in the following countries:
Austria
Belgium
France
Germany
Ireland
Italy
Netherlands
Portugal
Russia
Spain
UK
You can use Express Shipment. When you make your purchase you will be told the cost of delivery, which may depend on the weight of the items you have chosen.

Delivery times
Austria: delivery in 2-3 business days
Belgium: delivery in 2-3 business days
France: delivery in 2-3 business days
Germany: delivery in 2-3 business days
Greece: delivery in 2-3 business days
Ireland: delivery in 2-3 business days
Italy: 1-2 business days
Netherlands: delivery in 2-3 business days
Portugal: delivery in 2-3 business days
Russia: delivery in 2-3 weeks
Spain: delivery in 2-3 business days
UK: delivery in 2-3 business days

returns and refunds

Thirty business days after receiving the package. You can initiate the returns procedure starting from the day following receipt of the package and no later than 30 business days following its receipt, and items must be returned within 30 business days of the initiation of the procedure. On the fiorellarubino.com, website, and in the ʺOrders and paymentsʺ section you will be able to check how many days you still have to make a return.
Log into fiorellarubino.com website, and access the restricted “Orders and payments” area.
In this section:
1. select the item(s) you want to return;
2. enter the reason for the return;
You can choose to have the items collected by courier at your expense.
Returns are to be sent to the following address:
Via G. Nogaris 20 - 12060 Bra - Fraz. Pollenzo (CN) – Italy
We will check your return (the item must be in good condition and must still have its label), and if you have implemented the procedure correctly through the fiorellarubino.com website within 30 days of delivery, and the return is as declared, the price will be refunded to you in accordance with the method of payment used.

my profile

Click on the "My Account" button at the top of the page on the right, go to “Register“ and fill in the form with your details. Accept the data protection notice, and click on ʺSend dataʺ. You will receive an e-mail giving you your Login details.

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How do I look for a particular item?

There are two ways you can look for items:
• by clicking on the magnifying glass symbol top right, and entering a search term into the box;
• through the online shop categories.
The items found will be displayed with their price, and available sizes and colours. You can refine your search by using the colour and style filters in the online shop. You can remove filters at any time and return to the complete list of search results.

Where can I find a detailed description of an item?

Click on the item, and a photo will be displayed of the item as worn by a model. You can zoom in to see details, choose a colour and size, and see a description of the garment, its composition and care instructions. And if you click on the “To complete look” button, you can also see suggestions on what to match the garment with.

How do I choose the right size?

Click on the “?” symbol in the product details and you will see the size guide. You can also access the guide via the “E-Commerce” drop-down menu at the bottom of the page.

What is the Wishlist?

It is the list where you can save items to but later. You can access the wishlist and consult it by logging in.

How do I add an item to my Shopping Bag?

Choose the size and colour you want on the page giving the product details (accessed by clicking on the item), and then click on the "Add to Shopping Bag" button.

How do I order?

Choose the size and colour of the items you want to purchase, and click on the "Add to Shopping Bag" button. Then click on the Shopping Bag symbol top right, and click on “Buy”. You will find a list of the items you have selected in your Shopping Bag, and will be able to see the colour, size and price details. If you have chosen 2 identical items, they will be listed separately. You can change the list at any time by removing or adding items.
When you proceed with the order you will be asked to register, if you have not already done so. In this way, the next time you make a purchase you will not have to enter your address again, unless you want to change it. We will show you the summary of your order with the total price, and you can select the method of payment. The page will display a message telling you that the order has been successfully completed, and you will receive an e-mail confirming the order.

How can I be sure the order has been completed correctly?

You will be shown a message telling you that the order has been received, and will receive an e-mail confirming the order. You can also access the “Orders and Payments” area, and check the status of all your orders.

Must I be registered in order to make a purchase?

It is not necessary to be registered in order to buy from the online shop. All you have to do is leave an email address and the address where you want the goods to be delivered.

Can I return an item if I change my mind?

Of course. Log intoyour account of fiorellarubino.com website (by entering your e-mail address and password), and fill in the form in the “Orders and payments” area. You can return items by courier. You have 30 business days from the receipt of items in which to make the exchange.

Can I exchange an item I have purchased?

Yes, you can exchange garments you have purchased. To exchange goods, go to one of Fiorella Rubino’s branded stores. Remember to take with you a printout of the e-mail confirming receipt of the order, or the invoice. You have 30 business days to make an exchange after receiving items. It is not possible to request an exchange online.

How long do I have to return items?

Thirty business days after receiving the package. You can initiate the returns procedure starting from the day following receipt of the package and no later than 30 business days following its receipt, and items must be returned within 30 business days of the initiation of the procedure. On the fiorellarubino.com, website, and in the ʺOrders and paymentsʺ section you will be able to check how many days you still have to make a return.

What is the returns procedure?

Log into the you personal area on the fiorellarubino.com website, and access the restricted “Orders and payments” area.
In this section:
1. select the item(s) you want to return;
2. enter the reason for the return;
You can choose to have the items collected by courier at your expense.
Returns are to be sent to the following address:
Via G. Nogaris 20 - 12060 Bra - Fraz. Pollenzo (CN) – Italy
We will check your return (the item must be in good condition and must still have its label), and if you have implemented the procedure correctly through the fiorellarubino.com website within 30 days of delivery, and the return is as declared, the price will be refunded to you in accordance with the method of payment used.

Can I check the status of a return?

Yes. You can check the status of a return in the ʺReturns and refundsʺ area, and we will in any case inform you by e-mail when a return has been accepted and the amount refunded.

How much does it cost to make a return?

Returns are made at your expense.
If you return all the items in your order, you will be refunded the cost of the items plus shipping costs; if, on the other hand, you return only part of your order, you will be refunded the cost of the items you have chosen to return, net of any discounts, plus a percentage of the shipping cost calculated on the basis of the number of items returned.

How are returns refunded?

Returns are refunded only after the item returned and the procedure used have been checked. You will receive an e-mail confirming the acceptance of the return request. You will be refunded the cost incurred for shipment, as well as the actual cost of the item purchased. The refund will be made to your current account if the purchase was made by PayPal/Moneybookers, or to your card account if you used a credit card. It will take approximately 5-7 business days following the sending of the e-mail confirming the return, depending on your bank.

How are items purchased using a coupon refunded?

If you purchased an item using a coupon, the value of the coupon will not be refunded. Only the difference between the value of the coupon and the cost of the purchase will be refunded.

How can I pay for my purchases?

We accept several methods of payment. You can choose the one which is most convenient for you. You can pay by:
• Visa
• Mastercard
• Maestro
• American Express
• Diners
• PayPal
• Bank Transfer

Why has my credit card been refused?

Your card details must correspond with the data required for the payment. Refusal may be due to a simple typing error. Fill in all the required fields carefully. To protect you from online fraud, some credit cards require the entry of an additional security code to confirm the payment. The code is provided by your bank. You may also have exceeded your credit limit, or your credit card may have expired. Your bank can give you all the information you need on your card and how to pay.

When will my credit card be charged?

This will depend on the method of payment:
• Credit card online: the amount will be charged to your credit card when the order is actually shipped.
• Paypal: the amount will be charged when receipt of your order is confirmed. If the order does not go through, the amount will be re-credited.

When will the payment be charged to my account?

This depends on your provider.

Do the prices shown include VAT?

Yes, all the prices shown already include VAT.

Can I ask for an invoice made out to my business?

Yes, just put the details of your business in the invoice address, and remember to specify that the purchase is on behalf of a business, and that you want an invoice.

Can I cancel an order?

No, but you can return items and receive a refund through the returns procedure.

Is shopping online with Elena Mirò secure?

Of course. Payments made by credit card on the e-commerce site are encrypted and secure.

Where can I consult my invoice?

If you access the “Orders and payments” area you can view your orders and related invoices in the “Orders history” section.

What are the terms of sale?

The terms of sale can be viewed by clicking on this link.

What countries can deliveries be made to?

Deliveries are made in the following countries:
Austria
Belgium
France
Germany
Ireland
Italy
Netherlands
Portugal
Russia
Spain
UK

What types of shipment are available?

You can use Express Shipment. When you make your purchase you will be told the cost of delivery, which may depend on the weight of the items you have chosen.

Delivery times
Austria: delivery in 2-3 business days
Belgium: delivery in 2-3 business days
France: delivery in 2-3 business days
Germany: delivery in 2-3 business days
Greece: delivery in 2-3 business days
Ireland: delivery in 2-3 business days
Italy: 1-2 business days
Netherlands: delivery in 2-3 business days
Portugal: delivery in 2-3 business days
Russia: delivery in 2-3 weeks
Spain: delivery in 2-3 business days
UK: delivery in 2-3 business days

Can I check the status of my order?

Of course. Access the “Orders and payments” area, where you will see a list of all your orders. Click on the order you are interested in.
If the order is “being processed”, it means that we are preparing the shipment. The preparation of Standard shipment deliveries takes approx. 2/3 business days.
If the order is “shipped”, click on “Track order”, and you will be redirected to the SDA page where you can check the delivery status.

What happens if I am not at home when the courier comes?

You will be contacted by the courier to agree on the day and time of collection.

Why register?

When you are registered, you can:
• check on the status of your orders;
• start a returns procedure and check on its status;
• manage your account, and the addresses where you want to receive purchases;
• receive all the latest news on promotions, products, events and initiatives by newsletter*.
*You sign up to the newsletter by giving your consent to the marketing information notice.

How do I register?

Click on the "My Account" button at the top of the page on the right, go to “Register“ and fill in the form with your details. Accept the data protection notice, and click on ʺSend dataʺ. You will receive an e-mail giving you your Login details.

Is registration free-of-charge?

Registering with Fiorella Rubino is easy to do and costs nothing.

How can I change my registration details?

Just log into the Fiorella Rubino area, change the details and click on “Update”.

I am already registered with Fiorella Rubino, but I have forgotten the password. What do I have to do to retrieve it?

Click on “Forgotten Password?”: we will send an e-mail to the address you gave when registering, with a link you can access to update your password.

How can I be certain that I completed my order correctly?

A message will be displayed telling you that the operation has been successful, and you will receive an e-mail confirming the order. You can also access the ʺOrders and paymentsʺ area, and check the status of all your orders.

Can I return an item if I change my mind?

Of course. You can return any item.

In which countries is it possible to Shop Online with Elena Mirò?

You can use the Online Shop in the following countries:
Austria
Belgium
France
Germany
Ireland
Italy
Netherlands
Portugal
Russia
Spain
UK