Returns & Refunds

We want every Fiorella piece to feel right in your home — the scent, the room, the moment.

If something is not as you hoped, we will do our best to make it right. Here is exactly how returns, refunds, and replacements work.

Your 14-day return window

You may request a return within 14 days of receiving your order.

To be eligible, items must be unused and unopened, in their original packaging, and in resalable condition. Because scent is a personal thing, we can only accept products that have not been used or opened.

Who pays for return shipping

Return shipping is paid by the customer — unless the issue is our error.

If your order arrived damaged, defective, or if we sent the wrong item, we cover the return shipping. In every other case, the cost of sending the item back is yours.

Refunds

Once we receive and inspect your returned item, we will issue a refund to your original payment method.

We will contact you when your return is received and let you know the outcome. Please note that the original shipping cost is not refunded unless the return is due to our error.

Damaged, defective, or wrong items

If your order arrives damaged, defective, or incorrect, please tell us right away.

In these cases, you may choose either:

a free replacement, or
a full refund,

and we cover the shipping both ways. We are sorry for the inconvenience, and we will sort it out quickly.

What cannot be returned

For hygiene and safety reasons, and because some items are made to order, the following cannot be returned:

Opened or burned candles
Used diffusers or refills
Custom, wedding, and bulk orders
Sale or clearance items

If you are unsure whether your item qualifies, contact us and we will advise you honestly.

How to start a return

Starting a return is simple. Just reach out within 14 days of receiving your order:

Message us on WhatsApp at 01550243996, or email mina.elia192@gmail.com.
Include your order number and a short note about why you would like to return the item.
For damaged, defective, or wrong items, please attach a photo so we can help you faster.
We will confirm the next steps, including how and where to send the item.

Please do not send anything back before contacting us — this helps us track your return and process it faster.

Need more help?

Questions about payments, shipping, or your order? Visit our FAQ for quick answers, or see our Shipping & Delivery page for delivery details.

For anything else, contact us — we are always glad to hear from you.