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 firstname.lastname@example.org or call 03 9509 2977 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 (email@example.com 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?
All items shipped within Australia are shipped via DHL EXPRESS or Australia Post Platinum 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: firstname.lastname@example.org or +61 3 9509 2977. All items are shipped subject to availability.
Overseas / INTERNATIONAL
For shipping overseas we offer a flat rate of $35 for delivery with DHL EXPRESS. Please allow 3-5 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: email@example.com 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 merchandise in perfect and saleable condition, with all original tags attached, can be exchanged within 14 days of receiving your parcel. No items will be accepted after this time period. Due to hygiene reasons, there is no exchange on earrings.
Please Note: items marked 'Pre-Order cannot be returned or exchanged.
The customer is responsible for any shipping or handling fees of the returned item. Please ensure that any item being returned is carefully packaged in its original packaging with a receipt or proof of purchase.
For all exchanges:
- Please contact firstname.lastname@example.org or +61 3 9509 2977 with your order number and details of the item you are returning and the item you have chosen to exchange it for.
- Once you have received confirmation of your exchange you will be required to send the item back via registered post to; Fiorina Online (+61 3 9509 2977) 897 High Street, Armadale Victoria, Australia 3143.
- Once the item has been approved for exchange we will contact you with an expected delivery date.
- Please understand online purchases cannot be exchanged in the 897 High Street, Armadale Victoria 3143 store.
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 as we only use natural stones, 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; email@example.com 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 firstname.lastname@example.org 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.