Frequently Asked Questions
Questions, Answered
Below you will find answers to our most frequently asked questions. Should you require any further assistance, please feel free to contact us via our contact form or at info@felliniclo.com.
Most asked
We do not believe in keeping you waiting. Orders are processed from our Dutch warehouse within 12–24 hours of being placed.
Orders placed on weekdays before 17:00 CEST are usually dispatched the same day. Orders placed after this time will be shipped the following business day. Orders placed during the weekend are scheduled for dispatch on Monday.
Please note that the estimated delivery time shown at checkout and on our shipping page begins from the moment your order has been dispatched.
As our fulfilment process moves quickly, we are unable to make changes to or cancel an order once it has been placed. Should you need any assistance regarding your shipment, our Customer Support team is here to help. Please contact us at: info@felliniclo.com.
We aim to process and dispatch all orders within 12–24 hours of placement.
Once your order has been shipped, you will receive a confirmation email with your tracking details. This allows you to follow your parcel and stay updated on its journey through our delivery partner’s tracking page.
Write a clear and concise answer to guide your customers.
Need to return your order? We are here to assist you. You have up to 100 days from the date of delivery to request a return.
Please note that customs charges, including import duties and taxes, are non-refundable. Return shipping costs are the responsibility of the customer. We strongly recommend keeping your proof of shipment and tracking information until your return has safely arrived at our warehouse, as we cannot resolve return issues without valid shipping confirmation.
Returning your order is simple. To request a return, please follow the steps in our e-mail.
To be eligible for a return, all items must be unworn, unwashed, and returned in their original condition, with all tags attached and original packaging included.
For hygiene and policy reasons, we do not accept returns for:
- Final Sale items, unless otherwise required by law
- Items returned after the 100-day return window
- Items returned worn, damaged, or incomplete without prior approval from our Customer Support team
Any return that does not meet these conditions may be rejected.
For bundles or multipacks, all items must be returned together as a complete set, including original tags and packaging. If part of the bundle is missing or damaged, the return may be refused.
Items purchased through 1+1 or 2+1 promotions are not eligible for return or refund on the free item(s), and these promotional sets cannot be returned separately.
For any questions regarding your return, please contact our Customer Care team at: info@felliniclo.com.
We recommend checking the size guide on each product page before placing your order. Simply click on 'Find your size”, located just below the size selector, to find the size that fits you best.
Currently, we do not offer direct exchanges.
If you would like a different size or item, we kindly ask you to return your order for a refund using the original payment method and place a new order separately.
Orders & Delivery
Orders are processed within 12–24 hours. Once your order has been dispatched, you will receive a confirmation email with a tracking link, allowing you to follow your delivery in real time.
We ship worldwide. For detailed shipping rates and estimated delivery times by country, please visit our Shipping page.
Orders are processed within 12–24 hours from our warehouse in the Netherlands.
Orders placed on weekdays before 17:00 CEST are typically dispatched the same day. Orders placed after this time will be shipped the following business day.
Estimated delivery times are shown at checkout and on our Shipping page. Please note that delivery times begin once your order has been dispatched.
Shipping costs vary depending on your destination and order value.
Netherlands
Free shipping on orders over €100
€6.95 for orders below €100
European Union
Shipping rates start from €6.95
Final shipping costs are calculated at checkout
International
Shipping rates start from €9.95
Final shipping costs are calculated at checkout
For detailed country-specific shipping rates, please visit our Shipping page.
Please note that import duties, taxes, and customs fees are not included in the product price or shipping cost. These charges are set by your local customs authority and remain the responsibility of the recipient.
Orders are prepared for dispatch shortly after being placed and cannot be amended once processing has begun. We therefore recommend reviewing your order details carefully before completing your purchase.
Returns are accepted within 100 days of delivery, in accordance with our return policy.
For any further assistance, please contact our Customer Care team.
Enter your gift card or voucher code in the designated field at checkout and click “Apply.” Your order total will update automatically.
If you experience any issues, please contact our Customer Care team for assistance.
If your tracking status shows “Delivered” but you have not received your parcel, we recommend taking the following steps:
- Confirm that the delivery address on your order is correct
- Check with neighbours, reception, or any designated safe delivery location
- Review any delivery notes left by the carrier
If you are still unable to locate your parcel, please contact our Customer Care team with your order number and tracking details. We will review the matter with the carrier and guide you through the next steps.
If you notice an error shortly after placing your order, please contact our Customer Care team as soon as possible. We will check whether the shipping address can still be updated before dispatch.
Once an order has been shipped, address changes may no longer be possible. In some cases, the carrier may offer redirection services, subject to their own policies and any applicable additional fees.
We kindly recommend reviewing your shipping details carefully before completing your purchase.
Fast & Insured Shipping gives your order priority in dispatch and includes insurance coverage during transit. In the event that your parcel is lost or damaged while in transit, we will work directly with the carrier to help resolve the issue as quickly as possible.
All prices include VAT. No additional charges will be applied at checkout.
If you have any further questions, please contact our Customer Care team.
An order confirmation email is sent immediately after your purchase.
If you have not received it, please check your spam or junk folder first. If it is not there, please contact our Customer Care team and we will gladly verify your order and resend the confirmation if needed.
Returns
You may return your order within 100 days of delivery.
To be eligible for a return, items must be unworn, unwashed, and returned in their original condition, with all tags attached and original packaging included.
The following items are not eligible for return:
- Final Sale items
- Items returned after the 100-day return period
Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service and keeping your proof of shipment until your return has been fully processed.
Bundles & Promotional Offers
Bundle and multipack orders may be returned only if the complete set is returned, including all individual items and original packaging. Individual items from a bundle cannot be refunded separately.
Items purchased as part of 1+1 or 2+1 promotional campaigns are considered final sale and are not eligible for refund.
To start a return, please register your request through our Customer form or E-mail and follow the steps provided to complete the process.
Please note that submitting your return through the portal is mandatory. Returns sent directly to our warehouse without prior registration, including parcels arranged through external carrier services independently, cannot be accepted and may be refused or returned to sender.
For more information regarding return eligibility and conditions, please visit our Returns page.
Return shipping costs are the responsibility of the customer and may vary depending on your location. The exact return fee will be included in the email we send you, together with your return label and return instructions.
Currently, we do not offer direct exchanges.
If you would like a different size or item, we kindly ask you to return your order for a refund using the original payment method and place a new order separately.
Once your return has been delivered to our warehouse, it will be inspected and processed within 2-3 business days. Once approved, your refund will be issued to the original payment method used for the purchase.
Depending on your bank or payment provider, it may take up to 3 additional business days for the funds to appear in your account.
You will receive a confirmation email as soon as your refund has been processed.
Your order number can be found in the confirmation email sent to you after your purchase.
If you are unable to locate this email, please contact our Customer Care team and we will be happy to assist you.
Orders may be returned within 100 days of delivery, and the return shipment must be sent within this same 100-day period. Returns received after this period are not eligible for a refund.
If your case requires further review, please contact our Customer Care team.
Product
To ensure the best possible fit, simply select “Find your size” below the product options to access our fit guide, or visit our Size Chart page for more detailed sizing information.
Select your size and click “Size out of stock?” to receive an email notification as soon as it becomes available again.
Care requirements may vary depending on the fabric and construction of the garment. To preserve its structure, shape, and longevity, we recommend following the care instructions provided on the label.
For fabric-specific guidance, please refer to the product page, our Wash Description page, or the About / Care page.
For further assistance, feel free to contact our Customer Care team.
Yes, digital gift cards are available on our website.
Simply select your preferred amount and complete your purchase online. The gift card will then be delivered by email, together with instructions on how to redeem it.
We stand behind the quality of our products. In the unlikely event that you receive an item with a manufacturing defect, please contact our Customer Care team with your order details and clear photos of the issue. We will carefully review your case and advise you on the next steps.
If your item arrives damaged or shows a manufacturing defect, please contact our Customer Care team within 48 hours of delivery. Be sure to include your order number and clear photographs of the issue so we can review your case and advise on the next steps.
Contact
Our Customer Care team is available 6 days a week via email and live chat.
Email:
info@felliniclo.com
Live Chat:
Available through the chat icon in the bottom right corner of our website.
We aim to respond to all enquiries within 48 hours.
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FAST DELIVERY WORLDWIDE
Secure, tracked shipping to your door. Free delivery from € 100
BUY NOW, PAY LATER
Pay within 30 days with Klarna. Try it at home. Decide with confidence.
100-DAY TO RETURN
Return within 100 days. Simple, straight forward and hassle-free.
FAST DELIVERY WORLDWIDE
Secure, tracked shipping to your door. Free delivery from € 100
BUY NOW, PAY LATER
Pay within 30 days with Klarna. Try it at home. Decide with confidence.
100-DAY TO RETURN
Return within 100 days. Simple, straight forward and hassle-free.