Frequently Asked Questions
Do you offer bespoke?
Current designs on our website can sometimes be available in alternate stones, highlights, or charms if requested. This can be arranged via our online store. Do not hesitate to contact enquiries@fiorinajewellery.com.au for more information.
How is my order processed and how long will it take?
Once an order is placed and payment has been received your order will be processed. Please allow up to 7 business days for processing and shipping within Australia. All orders are subject to availability and shipping conditions.
Items which are not in stock at time of order will be made to order, refer to the information provided in product listings for estimated turn around times,
If you require an item before a particular date please contact our online store prior to purchase (enquiries@fiorinajewellery.com.au or +61 3 9509 2977).
When will I be notified?
You will be notified via email once your order has been placed and once your order has been shipped.
How is my order shipped?
Within Australia
All items shipped within Australia are shipped via DHL EXPRESS or Australia Post Express. We currently offer a flat rate of $18 for shipping in Australia. If you require an item before a particular date please contact our online store prior to purchase: enquiries@fiorinajewellery.com.au or +61 3 9509 2977. All items are shipped subject to availability.
Overseas / INTERNATIONAL
For shipping overseas we offer a flat rate of $50 for delivery with DHL EXPRESS or Australia Post International Service. Please allow 3-7 business days from shipping date. Your order may be subject to import taxes, customs duties and fees levied by the destination country. As the buyer you are responsible to pay for any duties and taxes incurred. Fiorina Jewellery has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country. For further information please contact your local customs authority. Customs clearance procedures may cause delays exceeding our original shipping time estimate. If you require an item before a particular date please contact our online store prior to purchase: enquiries@fiorinajewellery.com.au or +61 3 9509 2977. All items are shipped subject to availability.
Are returns accepted?
Please choose carefully as there is no refund for change of mind.
Unworn items in perfect, saleable condition, with all original tags attached, may be exchanged within 14 days of receiving your order. No items will be accepted after this time period.
Customers are responsible for any shipping or handling costs associated with returning an item. To ensure safe return, please package the item securely in its original packaging and include your receipt or proof of purchase.
How to Request an Exchange:
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- To arrange an exchange, please contact us at enquiries@fiorinajewellery.com.au or +61 3 9509 2977 with your order number, details of the item you wish to return, and the piece you would like in exchange. You may select a new item from our online store, or opt for an online voucher valid for 3 years.
- Once your exchange has been confirmed, please return the item via registered post with signature on delivery to:
Fiorina Online
(+61 3 9509 2977)
Level 1, 897 High Street
Armadale, Victoria, Australia 3143
- When we receive and approve the returned item, we’ll be in touch with an expected delivery date for your replacement and any other information related to the exchange.
- To arrange an exchange, please contact us at enquiries@fiorinajewellery.com.au or +61 3 9509 2977 with your order number, details of the item you wish to return, and the piece you would like in exchange. You may select a new item from our online store, or opt for an online voucher valid for 3 years.
Please Note:
- Online purchases cannot be exchanged in-store at our Armadale location.
- Items marked 'Pre-Order' cannot be returned or exchanged.
- Sale items cannot be returned or exchanged.
Will my order be exactly the same stones colours, textures and measurements as per the website?
Our jewellery is handmade in Melbourne. Measurements are approximate and colours and textures may vary. All reasonable care is taken to ensure that product photography reflects as accurately as possible the size and colour of our jewellery. Some items may appear larger or smaller than they are to enable a full product photo. Please contact online sales for further product information; enquiries@fiorinajewellery.com.au or +61 3 9509 2977.
How will my order be packaged?
All our orders are beautifully wrapped in signature Fiorina Jewellery packaging. If you would like items wrapped individually please do not hesitate to contact us at enquiries@fiorinajewellery.com.au or +61 3 9509 2977.
How quickly will my product query be answered?
We will endeavour to reply to your e-mail promptly within our office business hours which are Monday to Friday 10am to 5.30pm AEST.
What ring size am l?
We strongly recommend that you visit a jeweller to determine your correct ring size.
As a guide, please refer to our in house ring size chart.
Lost or damaged packages?
If a package does not arrive, or it arrives damaged, please contact us within 7 days from confirmation of dispatch. We will do everything we can to assist you. We are not liable for and will not replace or pay compensation for loss and damage to items.