FAQs

Orders, Payments and Offers

How can I find the product I’m looking for on the website?

You can find your favourite products either by browsing the pages of the website or by using the search engine (enter the product name or code to look for it)

Once you find it, add the product to your basket (if you would like to buy it) or to your wish-list (if you would rather buy it or view it later).

How do I place an order online?

Shopping on fiorellarubino.com is quick and easy.
  • Browse the website (or use the search box) to find the products you are looking for.
  • Select the size and colour then click “Add to basket”. Repeat for all the products you wish to buy.
  • Go to your basket to check the total amount, edit your selection and use any promotional codes. Click “Go to checkout” to continue.
  • Choose whether to place the order as a registered user or a guest user.
  • Enter the shipping and billing addresses and choose the payment method, either credit card or PayPal.
  • Complete the order. Your parcel will be delivered to the address you provided in few days.

Can I edit the contents of the basket?

Yes. In the basket you can:

  • change the size, colour and quantity of each product, add it to the wish-list or delete it;
  • enter a code for a discount or offer;
  • check the total amount of your order before you continue and complete the purchase.

Do I need to create an account to shop on the website?

No. You can place orders on fiorellarubino.com either as a registered user or as a guest user.

If you sign up on the website, it is easier and quicker to place orders, manage them and receive updates on news and offers.

How do I use the promotional codes?

Promotional codes allow you to get a discount on purchases made on www.fiorellarubino.com. To benefit from the offer reserved to you, select the products you would like to buy, go to the basket and enter the code in the appropriate empty field in the “Promotional code” box. Then click “Apply”. If the code has been entered correctly, the amount and/or contents of the Basket are updated based on the offer applied.
Remember that the code:
  • is valid for a limited period of time;
  • can only be applied to selected products;
  • cannot be combined with other discounts, promotions and offers activated with another code;
  • cannot be applied after completing the order.
Read the terms and conditions of the offer associated with the code to ensure it applies to your order (you will find them at the bottom of the newsletter or in the website sections describing the offer).

What should I do if the promotional code does not work?

All promotional codes have specific rules, such as period of validity, the fact that they cannot be combined with other promotional codes, the type of products purchased or minimum order amount. If the code has expired, it may no longer be used. If the code is not valid, make sure the order meets all the validity criteria of the offer. If the issue persists, ensure you have typed the code correctly. For instance: make sure you do not mistake the digits 0/1 with the letters O/I and vice versa. Make sure you used upper-case and lower-case correctly (ensure the 'Caps Lock' key is not pressed).

If you are sure the promotional code can be applied to your order, but are unable to use it, contact our Customer Service.

Why does the promotional code not apply the discount correctly to my order?

Offers often apply to a specific selection of online products only. Read the terms and conditions of the offer associated with the code to ensure it applies to your order (you will find them at the bottom of the newsletter or in the website sections describing the offer).

If you are sure the promotional code can be applied to your order but is not working correctly, contact our Customer Service.

What are the available payment methods?

You can choose to pay by credit or debit card (MasterCard, VISA, Maestro and VISA Electron) and PayPal. In all cases, there is no extra charge for managing the order.

Can I pay cash on delivery?

No, the accepted payment methods are credit cards and PayPal.

When will payment be charged?

It depends on the payment method.

Credit or debit card: payment is charged at the time of delivery of the parcel to the courier. At the same time, you will receive an email to notify that your product has been shipped.

PayPal: the sum is charged upon completion of the order.

Can the delivery address differ from the billing address?

Yes. The two addresses (delivery and billing) may differ.

To use two different addresses, uncheck “The billing address is the same as the delivery address” (in step 1 of the checkout process) and enter the new address.

What information on my order will I receive by email?

We normally send three emails about the order: an order confirmation email that you receive right after completing your online purchase, a shipping confirmation order sent by the DHL courier directly to you when they pick up your parcel for delivery and an email to confirm the parcel has been delivered.

You will receive other emails if your order is cancelled – which you can do within 30 minutes from completing the order online – or returned, which involves three emails: the first one to confirm the return request, the second one to accept the return and the last one to notify you of the issued credit note.

I didn’t get the order confirmation email. What should I do?

Ensure the order confirmation email is not in your spam folder. Otherwise, contact our a href="https://www.fiorellarubino.com/gb/gb/contactus">Customer Service.

How can I check the status of my order?

There are two ways to check the status of your order.

Registered user: log into your online account then go to the “My orders” section.

Guest user: go to the “Track your order” page and enter your order number and email address to continue.

Why isn’t my order in my order history?

Perhaps you completed the order without logging into your online account.

In any case, you can still check your order status by going to the “Track your order” page and entering your order number and email address

Why has my online order been cancelled?

There are various reasons why an online order might be cancelled. For instance: products are out of stock and no longer available, the payment was not successful or not accepted, the delivery address was not valid or is not served by our courier.

Please note that there is no charge for cancelled orders. If your order (or a part) is cancelled, the price of the products that are not shipped is refunded.

Can I edit my order online?

No. Once an order has been completed, it can no longer be changed. However, you can cancel an order up to 30 minutes after completing it (that is, when its status is “In process”).

Can I cancel my order online?

There are two ways to check the status of your order.

Yes. An order can still be cancelled up to 30 minutes after completing it (that is, when its status is “In process”). Find out how.

Registered user: log onto your online account and in the “My orders” section, click on the “Order details” link of the purchase you wish to cancel. Then follow the instructions.

Guest user: go to the “Track your order” page and enter your order number and email address to go to your order history. Then go to the order detail page and cancel it.

Shipping

How much is delivery?

Until September 1st, 2017, shipping by DHL courier is at a discounted price of £ 12.90 (instead of £ 16).

How long does delivery take?

The overall delivery times for shipping by express courier are the same as in-store delivery. They are calculated by adding the order preparation time to the shipping time.

Preparation time
If the garments are not immediately available in stock, orders received from Monday to Friday (excluding Italian public holidays) are filled the same day if placed by 1pm or the following working day if placed after 1pm. Orders received on Saturday and Sunday are filled the following Monday.
If the order contains at least one item of clothing not immediately available in stock, the preparation time is longer, up to 4-6 working days. Garments not directly available are marked in the basket as items with “Longer delivery”.

Shipping time
1-2 working days in the main towns. Deliveries are made Monday to Friday (except public holidays) during normal business hours (9am to 7pm). Under exceptional circumstances, deliveries may be delayed due to force majeure (e.g. strikes or weather conditions).

Which countries do you ship to?

We currently deliver to Germany, France, Spain, Portugal, the UK and Italy. Please note that before you go ahead with the purchase, you need to make sure you are on your country’s specific website version (shown by the country code at the top left of the menu):

Can I edit the delivery address after completing the order?

Yes. When your parcel is handed to the courier, DHL will send you an email with the link to track your order or you can use the “On demand delivery” service to choose your desired delivery method.

Here are the available delivery options:

  • Reschedule the delivery: you can change the delivery date of the shipment if the one initially scheduled does not meet your needs (up to 7 calendar days).
  • Collect from a DHL Point: you can indicate a DHL point as the delivery address and pick up your parcel at the desired time.
  • Alternative address: you can specify an alternative delivery address anywhere in the destination country of the shipment.
  • Deliver to a neighbour: if you are not at home, you can authorise the courier to deliver the parcel to a neighbour specified by you.

If I wasn’t home on the day of delivery, can I book the courier again?

Deliveries are made Monday to Friday (except public holidays) during normal business hours (9am to 7pm). If you are not at home at the time of delivery, the courier will leave a notice with the instructions to request a second delivery.

You can contact the courier directly within 7 days from when the notice was left to ask for free re-delivery of your parcel. 
After this time (if you have not requested delivery or another delivery attempt was not successful), the parcel is returned to our warehouse and the order is cancelled.

How can I check the status of the order or shipment?

If you placed the order as a registered user, you can check its status under the “My orders” section in your account.

In any case, when the order is handed to the courier, you receive an email from DHL with the links to check the route of your parcel, from picking up to delivery or use the “On demand delivery” service to choose your desired delivery method.

If you have not received the shipment confirmation email, check your spam folder and/or check the order status on the “Track your order” page. To do so, enter your order number and email address and confirm to continue.

When will I receive the code to track my order?

When the order is handed to the courier, you will receive an email directly from DHL with the link to check the route of your parcel (from pick-up to delivery).

What is the “On demand delivery” service by DHL?

With “on demand delivery”, you can choose the desired delivery method after receiving the confirmation email from DHL notifying that your parcel has been picked up.

Here are the main delivery options available:

  • Reschedule the delivery: you can change the delivery date of the shipment if the one initially scheduled does not meet your needs (up to 7 calendar days).
  • Collect from a DHL Point: you can indicate a DHL point as the delivery address and pick up your parcel at the desired time.
  • Alternative address: you can specify an alternative delivery address anywhere in the destination country of the shipment.
  • Deliver to a neighbour: if you are not at home, you can authorise the courier to deliver the parcel to a neighbour specified by you.

I am still waiting for my order. What should I do?

First of all, check the website for the delivery times of purchases.

If your order is late compared to standard times, check the status under the “My orders” section on your online account.

Here is what you should do based on the various statuses:

  • Order being prepared: if you purchased at least one item of clothing not immediately available in stock – these products are marked in the basket with “Longer delivery” – it might take up to 6 working days to prepare your order.
  • If however you did not buy any item marked “Longer delivery”, some products might be out of stock or the preparation time might be longer than standard due to a high number of orders being processed, which might happen during a Sale or special offers. We advise you to contact our Customer Service.
  • Order dispatched: your order was handed over to the courier. Parcel delivery normally takes 1-2 days. If your order was shipped earlier, contact our Customer Service.
  • Order delivered: the order has been delivered to the address specified at the time of purchase. If you have not actually received it, contact our Customer Service.
  • Order cancelled: the order has been cancelled. Check your email address to find the email our Customer Service sent to inform you of the cancellation and reasons.

My order is late. Why?

Fiorella Rubino is committed to meeting the standard preparation and shipping time of orders. However, in some cases there may be delays associated with just one of the 2 steps (preparation and dispatch of the order) or both.

Order preparation
Normally, orders received from Monday to Friday (except public holidays) are filled the same day if placed by 1pm or the following working day if placed after 1pm. Orders received on Saturday and Sunday are filled the following Monday (take this into account when calculating the delivery time). At some times of year (sales and special offers), order preparation might be subject to delays due to the high online shopping traffic.
If your order contains at least one item not immediately available in stock, which you recognise in the basket as it is marked with “Longer delivery”, the entire order preparation time goes up to 4-6 days.

Order dispatch
Fiorellarubino.com undertakes to perform delivery in 1-2 working days from order pick-up by the courier. Deliveries are made Monday to Friday (except public holidays) during normal business hours (9am to 7pm). Under exceptional circumstances, dispatches may be delayed due to force majeure (e.g. strikes or weather conditions).

What should I do if the products I receive are not the ones I ordered?

If you placed an order on our online store and you received one or more wrong products, immediately contact our Customer Service. We will help you manage the return process and the refund request.

Why can’t my order be dispatched?

There are many reasons why an order is not dispatched. Some examples: the products are no longer in stock, the payment has not been authorised, the delivery address you specified is not covered by our courier.

Returns and Refounds

The parcel I received shows signs of tampering. What do I do?

If your parcel is not intact or is damaged, contact our Customer Service.

I received a defective product. Can I return it?

Of course. Read the instructions inside the parcel or go to the “Returns and Refunds” page to find out how to return an item.

The product I received is not like the one I ordered online. Can I return it?

Yes. Read the instructions in the parcel or go to the “Returns and Refunds” page to find out how to return an item.

How do I return products?

You can return an item by courier.  Returns are always free if you use the prepaid return label you found in the parcel for shipping. You have up to 14 days from delivery of the order to return an item. Read the instructions in the parcel or go to the “Returns and Refunds” page to find out how to return an item.

Please note that no orders can be refunded if the return instructions are not followed correctly and/or the items are not intact and in their original conditions.

I have already started the return procedure but I would like to return other items. Can I do that?

No. All the products you don’t wish to keep must be returned together.

How many days do I have to return an order?

You can return products purchased online, free of charge, within 14 days after receipt of the parcel.

How much is it to return the products I ordered?

Nothing. Returns are always free if you use the prepaid return label you found in the parcel for shipping.

Are shipping costs refunded if the order is returned?

If the full order is returned, any shipping costs incurred at the time of purchase are refunded. If only part of the order is returned, however, the shipping costs are not refunded (if paid).

Shipping is always free for returns.

Please note that no orders can be refunded if the return instructions are not followed correctly and/or the items are not intact and in their original conditions.

Can I return products I bought online to one of your stores?

No, at the moment products purchased online can only be returned by courier.

Can I return online a product I bought in one of your stores?

No, at the moment a product purchased in a Fiorella Rubino store cannot be returned via the online procedure.

How will I be refunded?

Refunds are made by crediting the amount back on your credit card or PayPal account, depending on the method used for the purchase. 

It normally takes 7-10 working days from acceptance of the return to process the refund and credit it (the time depends on your bank or credit institution, and in some cases it might take longer).

I am still waiting for the refund. What should I do?

Once the return has been accepted, we will send you a confirmation email.
It normally takes 7-10 working days from acceptance of the return to process the refund and credit it (the time depends on your bank or credit institution, and in some cases it might take longer).

Refunds are made by crediting the amount back on your credit card or PayPal account, depending on the method used for the purchase.

Can I replace one or more products?

Yes, if you would like to change an item you can go to a Fiorella Rubino store. Remember to take the printout of the order confirmation email or the delivery confirmation email. You have 14 days from receipt of the parcel to change your item. 

Please note that you cannot change one or more products purchased online via the return by courier request.

Registration and Profile

How do I create an account on the website?

Signing up on the website is quick and easy.

Go to the registration page and enter the data required. Then confirm to continue and complete the registration.

I am already a registered user of another Miroglio Fashion brand website. Can I use the same account on the Fiorella Rubino website as well?

No, you do not need to be registered to fiorellarubino.com to log into your online account. If you haven’t done it yet, sign up now.

I already have an account on the Fiorella Rubino website. How can I access it?

You can log into your online account from a computer, by clicking “Login | Register” at the top right, or from a smartphone or tablet by clicking the “stick man” icon at the top right.

If you forgot your password, click “Retrieve password” on the log-in page and follow the instructions to continue.

How do I edit my account settings?

Log into your online account to manage your details. Here, you can edit your password and privacy settings, update your address list, manage your orders/returns and edit your wish-list.

You can log onto your online personal account from a computer by clicking “Login | Register” at the top right, or from a smartphone or tablet by clicking the “stick man” icon at the top right.

I forgot the password to my account. What can I do?

All you need to do is follow a few simple steps to reset the password for your personal online account.

Go to the log-in page, click “Recover password” and enter the email address you used to register to the website. Confirm to continue.

After a few minutes you will receive an email with the link to set your new password.

How can I receive the Fiorella Rubino newsletter?

You can subscribe to the newsletter by following one of the procedures described below.

Registration to the website: when registering on the website, agree to receiving offers and newsletters.

Registered user: if you have already signed up on the website, log into your online account and ensure the “I want to receive the newsletter” box under the “Personal details” section is ticked.

Non-registered user: enter your email address in the specific “Subscribe to our newsletter” box under the fold of the website and click the button on the right to confirm.

How do I stop receiving newsletters or commercial emails?

If you no longer wish to receive the Fiorella Rubino newsletter, there are 2 options.

Account (registered user): log into your online account and uncheck the “I want to receive the newsletter” box under the “Personal details” section. Then click “Save changes” to confirm.

Email: open the last newsletter you received, click the “Unsubscribe” link at the top of the email and confirm.

It can take up to a week to process the request. During this time, you might still receive emails from Fiorella Rubino.

How do I delete my account?

Contact the Customer Service to request deletion of your account online.

Other questions

You didn’t find the answer you were looking for under the “Frequently Asked Questions” section?

Don’t worry, you can contact our Customer Service for any need.