FAQ
- How do I contact Folli Follie?
- How can I receive a catalogue?
- How will my order be shipped? When should I expect to receive my order?
- How do I track an order I have placed on follifollie.co.uk?
- How do I know when my order has been received by Folli Follie?
- Can orders be delivered to a different address than my own address?
- Can orders be placed from any country?
- How is my gift packaged?
- Is there VAT charged online?
- How can I return or exchange an unwanted item that was purchased from follifollie.co.uk?
- How do I pay for my goods?
- When will my account be debited?
- How do I get a Folli Follie product repaired?
- Are the Folli Follie products listed on other websites genuine?
How do I contact Folli Follie?
Please send us an email to our customer service email address customercare@follifollie.co.uk or alternatively call + 44 (0) 8444 77 99 79 to speak to one of our customer service representatives. Lines are open 8.30am - 6pm Monday-Friday.
to the topHow can I receive a catalogue?
Our latest catalogues can be found and downloaded in a PDF format within the "Catalogues" section of the website. A print copy can also be obtained from any Folli Follie store, please see “Store Locator” section for a complete listing.
to the topHow will my order be shipped? When should I expect to receive my order?
All orders are shipped via UPS courier.
For Standard Delivery
Monday – Friday only
Cost £3.95 per delivery address
Orders placed before 2pm on a weekday will be packed the next day.
Please then allow up to 5 working days for delivery.
Express Delivery
Monday – Friday only
Cost £15.00 per delivery address
Orders placed before 2pm on a weekday will be packed the same day.
Please then allow up to 2 working days for delivery.
For security purposes all our delivery methods used require a signature.
We are currently not able to deliver to P.O. Boxes or military bases.
How do I track an order I have placed on follifollie.co.uk?
To track the status of an order please sign in and click on "My Account" where you will find a "My Orders" section of the website.
to the topHow do I know when my order has been received by Folli Follie?
Upon receipt of your order an acknowledgement will be emailed to the email address provided. Please keep this email; it contains your order reference number which you may need at a later date. A separate shipment notification with its' UPS Tracking ID number, will be emailed to you upon order dispatch.
to the topCan orders be delivered to a different address than my own address?
Yes, we deliver orders to a "shipping" address different than the "billing" address. This way our customers are able to send our products as a gift. Nevertheless in order to protect our customers against fraud, we must verify the validity of the "billing" address and the cardholder’s true identity. In addition, our customer service representative may contact you by phone and require additional information.
to the topCan orders be placed from any country?
We are not able to accept orders from any other countries other than the UK and Channel Islands. If you wish to place an order from another country other than this, please visit www.follifollie.com
to the topHow is my gift packaged?
Even the smallest Folli Follie present is beautifully wrapped. It is placed in a cloth pouch, surrounded by a fine tissue paper and hand packed inside our exclusive branded boxes. Your present is tied using an orange Folli Follie ribbon and sent off to either you or your loved one with a card that you can personalize during the order process.
to the topHow can I return or exchange an unwanted item that was purchased from follifollie.co.uk?
If you are not happy with your Folli Follie goods that were purchased online, you can return items within 28 days of purchase. We will be happy to exchange or refund, providing the goods are returned in perfect condition and in their original packaging along with the Folli Follie guarantee card. Regrettably, items engraved or soldered cannot be refunded or exchanged unless they are defective or faulty. Purchases made via the Internet or via Mail-Order cannot be returned to one of our shops. Pack the items back in the parcel, include the paperwork and send it back to:
Internet Returns Department
Folli Follie
Customer Care Returns Department
PO Box 1198
Guildford
GU1 9FY
Tel: + 44 (0) 8444 77 99 79
When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit.
A prompt refund of the price of the goods will be issued once all the information referred to above is received. The debit or credit card used for the original purchase will be credited with the original price. If there are any problems with your refund, a member of our customer care team will contact you.
For all returns, except where the item is faulty or dispatched in error by us, you will be required to arrange and pay for the return of the products to us.
How do I pay for my goods?
We accept online payment in a secure environment via debit or credit card. We currently accept Visa, American Express and MasterCard.
to the topWhen will my account be debited?
Your account will be debited once your order has been dispatched and ready to be shipped to you.
to the topHow do I get a Folli Follie product repaired?
Please bring your product to your nearest Folli Follie store or send or send your item via an insured method, directly to: Folli Follie Internet Repair Department, PO BOX 1198, Guildford, GU19FY Please provide contact information and a detailed description of what is wrong with the item.
to the topAre the Folli Follie products listed on other websites genuine?
We cannot guarantee the authenticity of any products that have been bought from any other site other than follifollie.co.uk, or from the official stockists listed on the “Store Locator”.
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