FAQs

How can I tell if my Folli Follie merchandise is genuine?

The website follifollie.com is the only official and authorized online distributor of Folli Follie products. All products are accompanied by guarantee and authentication cards. We cannot guarantee the authenticity of products purchased elsewhere.

Do other websites sell authentic Folli Follie merchandise?

This website is the only authorized and official online distributor of Folli Follie products. As such we cannot guarantee the authenticity of products purchased elsewhere.

Are all Folli Follie products available for purchase online?

We try our best to promote the fullest Folli Follie experience at our online store. There might be some products, however, which may not be available online.

How can I obtain a catalogue of Folli Follie products?

All of our catalogues are available on our website in digital format. If you wish to obtain a printed version you may visit your nearest Folli Follie store or ask our Customer Care department to send you one free of charge.

How do I find out where my nearest store is?

To locate your nearest store, click on “Store Locator” at the right top of our homepage.

Who do I contact if I have any questions?

If you have any questions or queries, please contact our Customer Care department at +30 2106241150, Monday to Friday, 9:30am to 5:00pm.  Alternatively you may email us at eshop@follifollie.gr.

What happens if you deliver whilst I am out?

If you are out or away during delivery, the courier will leave a note with a local contact number in order to for you to contact them and arrange a different date for delivery.

What if I need extra help or advice about a product purchase?

If you require any further help in selecting a product or encounter an issue, please contact our Customer Care department.

Do I need an account to shop at Folli Follie?

No, you don’t need to create an account. You can place an order as a quest customer. However, creating an account at Folli Follie allows you to save your personal details and addresses, and use My Wishlist feature.

 

How do I edit my Personal Details?

To change your personal details, click on “My account” and then choose the type of information you wish to alter.

How can I change my password?

To change your password, click on “My Account” and then on “My Profile”.

What if I have forgotten my password?

If you have lost or forgotten you password, click on “Forgot my password” on the account login page and follow the online instructions. 

How do I order on follifollie.com?

We have tried to make the ordering process as simple as possible.   Simply login with your account information or create an account if you are a new user. After you select the products you wish to purchase in you basket you can proceed to the checkout. Here you will be provided with the total sum to be charged as well as a selected payment method to complete your order.

Is there VAT charges?

Yes, VAT is charged on online purchases and is included in the price of the product.

Is it safe to order on follifollie.com?

Follifollie.com makes use of the latest online security features available, by cooperating with the most noteworthy organizations including Verified by Visa, MasterCard Secure Code and high security encryption services.

How can I check on an order I placed on follifollie.com?

You will be informed at every stage of the order via email. You may also check the status of your order at My Account section of our eshop.

Can I pay for my order using my Gift Card?

Yes, if you have a Gift Card or Coupon, you may use it while placing your order.

How can I return or exchange my merchandise?

In the event that you are not satisfied for any reason, you may return or exchange the item within 14 days of receipt. The item has to be in its original unused condition without marks or scratches. Please contact our Customer Care department for detailed instructions.

How can I return or exchange my merchandise?

In the event that you are not satisfied for any reason, you may return or exchange the item within 10 days of receipt. The item has to be in its original unused condition without marks or scratches. Please contact our Customer Care department for detailed instructions.

Can I cancel an item from my order?

Yes, you may cancel an item from your order at any point as long as you have not proceeded with the payment. To cancel an order following payment please contact our Customer Care department.

What can I do if it is too late to cancel my order?

If you wish to cancel you order but it has already been dispatched, you have the option to return the item to our headquarters and receive a full refund excluding shipment costs. Please contact ou Customer Care Department for further information.

Why can I not complete my order?

The most common reasons for not being able to complete an order are the following.

● Please check if the contact information you have provided is complete. 

● Ensure that the product is available and in stock. 

● Try using a different credit card.

For further information or help please contact our Customer Care department.

Can I order from overseas?

Yes, follifollie.com offers worldwide delivery to any destination across the globe. Depending on the customs regulations however, different delivery times and costs will apply.

What is your exchange rate for overseas orders?

The final prices charged are displayed at the end of the order process. All prices are charged at the currency displayed and exchange rates are handled by the bank in order to convert the amount to your local currency at the current exchange rate.

My order did not go through but I think you have charged me

If you believe that this might be the case please contact our Customer Care Department.

I have received my order but one of the items is missing, what do I do?

If you notice that an item is missing please contact our Customer Care department in order to resolve the issue.

I have received an incorrect item in my order, what do I do?

If this occurs please contact our Customer Care department which will advise you on how to proceed.

What do I do if my product is defective?

All of our products pass through strict quality regulations. However, if you do experience a problem please contact our Customer Care department.

What delivery method options are available?

All orders are delivered exclusively via UPS courier service. This ensures that all shipments are delivered safely and on schedule.

What are the delivery rates?

Delivery rates vary depending on the destination country and size of the final package. You will always be informed of the total delivery charges before any final payment.

How is my order packaged?

At our eshop, as with any Folli Follie store we aim to provide the best buyer experience possible. All items sent are carefully packaged in specially designed boxes. The contents of the package include a Folli Follie shopping bad, guarantee card and a special pouch or box depending on the type of product.

How do I know when my order will be delivered?

Once the order has been dispatched, you will receive an email with a tracking number so that you may follow the status of your shipment. You can then visit your account or enter the tracking number in the UPS website to get a precise view of the status of your order.

How long will my order take to arrive?

Depending on the destination country on average delivery takes place within 2-3 business days.

Do I need to sign for my delivery?

Yes, a proof of ID and signature is necessary.

Can I ship my order to a different address?

Yes, you may choose a different address for delivery of the item in the event that you might want to offer the item as a gift.

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