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FAQ

How do I contact Folli Follie?

Please send us an email to our customer service email address eshop@follifollie.gror alternatively call + 30 210 6241 150 to speak to one of our customer service representatives. Lines are open 9.30am - 5pm Monday-Friday.

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How 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, see “Store Locator” section for a complete listing.

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How will my order be shipped? When should I expect to receive my order?

All e-shop orders are shipped by UPS courier. For delivery please allow 4-5 working days. The charge is calculated online before the completion of your order and is explicitly stated during your checkout process. It is based on the quantities selected and weight.

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How do I track an order I have placed on follifollie.com?

To track the status of an order please sign in and click on the "My Account" -> "My Orders" section of the website.

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How 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.

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Can 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.

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Can orders be placed from any country?

Orders can be placed from most countries and using the same ordering process. Countries with access to our online sales are listed in the "Region" section of the website.

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How 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.
Furthermore, during checkout process, you can choose to add a Gift Message and personalize your present. You can also choose if you want your present to be pre-packed by us, or if you prefer to have the packaging apart, to do it yourself and whether you prefer to include a receipt or not. In order to view our packaging please click here

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Is there VAT charged online?

Yes, the VAT is charged and included in the retail price.

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How can I return or exchange an unwanted item that was purchased from follifollie.com?

If you are not happy with your Folli Follie goods that were purchased online, please return them to us within 25 days. 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. On receipt of the returned goods we will give you a refund or a credit note of the amount paid for the goods. We do not refund the original delivery charge unless the goods are faulty or have been incorrectly supplied. Please send your items to: Folli Follie E-Shop Department, 23 Km Athens Lamia National Road, Agios Stefanos, 14565 Attiki Greece. Note that we cannot accept returns for goods purchased in any Folli Follie stores. This policy is for internet purchases only.

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How can I exchange an item that was purchased from follifollie.com and was given to me as a gift?

You can exchange an item purchased by another person without his/her knowledge through our credit notes policy. We will be happy to exchange, providing the goods are returned within 25 days in perfect condition and in their original packaging. However, you must include the Folli Follie guarantee card. Regrettably engraved items cannot be exchanged unless they are defective or faulty. On receipt of the returned gift we will credit your own personal Folli Follie account for the amount paid for the goods. No transaction will take place to the original purchaser's credit card while you will be able to use your credit note for a Folli Follie product of your own choice. Please send your items to: Folli Follie E-Shop Department, 23 Km Athens Lamia National Road, Agios Stefanos, 14565 Attiki Greece. Note that we cannot accept returns for goods purchased in any Folli Follie stores. This policy is for internet purchases only.

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How do I pay for my goods?

We accept online payment in a secure environment via credit card. We currently accept Visa and MasterCard. For Greece we can also deliver with "Cash on Delivery" without any credit card payment.

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When will my account be debited?

Your account will be debited once your order has been dispatched and ready to be shipped to you.

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How do I get a Folli Follie product repaired?

Please bring your product to your nearest Folli Follie store or send an email to our customer service department at repairs@follifollie,gr. Please provide contact information and a detailed description of what is wrong with the product.

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Are the Folli Follie products listed on other websites genuine?

There are no official online sellers of Folli Follie products on the web. Therefore we cannot guarantee the authenticity of any Folli Follie product purchased from them.

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