Fiorella
العربية

Terms & Conditions

Last updated: 16 October 2026

Welcome to Fiorella (فيوريلا). These Terms & Conditions explain the simple, fair rules that apply when you shop with us. We have written them in plain language so they are easy to read — please take a moment to go through them before you place an order.

1. Acceptance of these terms

By browsing our site, creating an account, or placing an order, you agree to these Terms & Conditions. They should be read together with our Privacy Policy, Shipping & Delivery, and Returns & Refunds pages, which form part of these terms.

These terms apply to every order placed through our online store and to any related conversation with our team, whether by email, phone, or WhatsApp. If you do not agree with these terms, please do not use the site or place an order.

2. Eligibility

  • You must be at least 18 years old, or have the consent of a parent or guardian, to place an order.
  • You must give accurate, current, and complete information when you order or create an account, including a valid phone number and a delivery address inside Egypt.
  • We sell and deliver within Egypt only. If you are outside Egypt and would like to order, please contact us first.
  • We may refuse or cancel an order where we reasonably believe the details provided are false, incomplete, or used fraudulently.

3. Products and descriptions

  • Fiorella makes and sells hand-poured candles, diffusers, and home-fragrance gifts, produced in small batches in Egypt.
  • We describe our products, scents, and sizes as accurately as we can. Because each item is handmade, small variations in colour, finish, pour, and scent intensity are normal and are not defects.
  • Product photographs are for illustration. Screen settings can make colours look slightly different from the item you receive.
  • Please follow the safety and care instructions supplied with each product. Never leave a burning candle unattended, and keep candles and diffusers away from children, pets, and anything flammable.

4. Pricing and availability

  • All prices are shown in Egyptian Pounds (EGP / ج.م) and cover the item only. Shipping is calculated separately at checkout based on your governorate.
  • We work hard to keep prices and product information correct. If we find a clear pricing or description error before your order is dispatched, we will contact you to confirm, correct, or cancel the order. You will not be charged for the affected item.
  • Products may sell out or be withdrawn at any time. If an item you ordered is unavailable, we will let you know and offer you an alternative, a partial refund, or a full refund of that item.

5. Orders and order confirmation

  • Placing an order is an offer to buy. Your order is confirmed only once we accept it and send you a confirmation.
  • Please review your order carefully — items, quantities, scent, size, delivery address, and phone number. Tell us about any mistake as soon as possible. Once an order is being prepared, changes may no longer be possible.
  • Every order receives an order number beginning with FIO. Please keep it, as we may ask for it when you contact us.
  • We may cancel an order if we cannot confirm the deposit, if the delivery details cannot be verified, or if we suspect fraud or misuse. If we cancel after payment, we refund the amount you paid.

6. Payment

We offer two simple ways to pay.

A. Deposit plus cash on delivery

Pay a 30% deposit of your order total via InstaPay or Vodafone Cash to 01550243996. Your order is confirmed once the deposit is received. The remaining 70% is paid in cash to the courier on delivery.

B. Full prepayment

Pay the full order amount via InstaPay or Vodafone Cash to 01550243996.

For both options, please send the payment receipt together with your order number, by email, WhatsApp, or the Contact page, so we can match your payment to your order.

  • The deposit is part of the order total, not an extra charge.
  • If the deposit is not received within the period we communicate to you, we may release the order and offer the items to other customers.
  • Cash on delivery is collected in EGP by our courier. Where possible, please have the exact amount ready.
  • If you choose full prepayment and cancel before dispatch, we refund the amount you paid to your original payment method.

7. Shipping and risk

  • We deliver across Egypt. Delivery is charged per governorate; the rates, shipping discounts, covered areas, and delivery information are set out on our Shipping & Delivery page.
  • The shipping charge for your order is calculated and shown at checkout.
  • Delivery time is confirmed at checkout and in your order confirmation. We do not promise exact delivery dates, because timing depends on your governorate and on our courier.
  • Risk in the goods passes to you on delivery. Please check your parcel when it arrives and contact us promptly if anything is damaged, incorrect, or missing — see Returns & Refunds for how we put this right.
  • If delivery cannot be completed because the address or phone number provided is incorrect or unavailable, or because the parcel is refused, we may be unable to complete the order, and the deposit may be used to cover the delivery and preparation costs already incurred.

8. Returns and refunds

Our full returns policy is set out on the Returns & Refunds page. In short:

  • You may request a return within 14 days of delivery for items that are unused and unopened, in their original packaging.
  • Return shipping is paid by you, unless the return is due to our error.
  • Refunds are issued to your original payment method.
  • If an item arrives damaged, defective, or different from what you ordered, we will offer a free replacement or a full refund, and we cover the shipping.
  • For hygiene and safety reasons, some items cannot be returned. This includes opened or burned candles, used diffusers and refills, custom, wedding, or bulk orders, and sale or clearance items.

9. Promotions, discounts, and loyalty

  • Promotional offers, coupon codes, and shipping discounts are valid only under the conditions shown with the offer, for the stated period, and while stocks last.
  • Unless we state otherwise, offers cannot be combined, are limited to one use per customer or per order, and cannot be exchanged for cash.
  • Shipping discounts apply from the stated order value — for example, 50% off shipping from 800 EGP and free shipping from 1,000 EGP, based on the value of the items in your cart before the shipping charge.
  • Loyalty points and referral rewards, where available, are linked to your account, are not transferable, and may expire or be adjusted in line with the programme terms shown in your account.
  • We may correct or withdraw an offer that has been used in error, or that has been abused or misused.

10. Intellectual property

  • The Fiorella name and logo, our product names, photographs, illustrations, written content, page designs, and the site as a whole are owned by us or licensed to us, and are protected by Egyptian and international intellectual-property laws.
  • You may view and share our content for personal, non-commercial use — for example, sharing a product page on social media. You may not copy, reproduce, modify, distribute, or use our content commercially without our written permission.
  • The Fiorella name must not be used in any way that suggests a partnership, endorsement, or affiliation without our prior written consent.

11. Acceptable use

When using our site and services, you agree not to:

  • Break any applicable law or these terms.
  • Place orders you do not intend to complete or accept, or place fraudulent, abusive, or bulk-resale orders.
  • Try to access accounts, systems, or data that are not yours, or interfere with the security or normal running of the site.
  • Use automated tools to scrape, copy, or harvest content, prices, or product data.
  • Copy, reverse-engineer, or misuse any part of the site.

We may suspend or close an account and cancel related orders if we reasonably believe these rules have been broken.

12. Limitation of liability

  • Our products are home-fragrance products intended for normal domestic use. They are not medical or therapeutic products, and nothing on our site is medical advice.
  • To the fullest extent permitted by Egyptian law, our liability for any claim relating to an order is limited to the amount you paid for that order.
  • We are not liable for indirect or consequential losses, including loss of profit or loss of opportunity.
  • Nothing in these terms excludes or limits any liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by our negligence, or for fraud.
  • We are not responsible for delays or failures caused by events beyond our reasonable control, such as courier disruption, weather, or events affecting the internet or payment networks.

13. Governing law

These terms, and any dispute arising out of or in connection with them or with your order, are governed by the laws of the Arab Republic of Egypt. Any dispute will be subject to the exclusive jurisdiction of the competent courts of Egypt.

14. Changes to these terms

  • We may update these terms from time to time to reflect changes in our products, the way we work, or the law.
  • The "Last updated" date at the top of this page shows when the terms were last revised. Please check this page occasionally.
  • Where a change is significant, we will take reasonable steps to let you know — for example, by posting a notice on the site or contacting you using the details on your order.
  • The terms that apply to your order are those in force when you place it. Your continued use of the site after an update means you accept the revised terms.

15. Contact us

We are always happy to help with any question about these terms or your order.

Fiorella (فيوريلا) Email: mina.elia192@gmail.com Phone / WhatsApp: 01550243996 — chat on WhatsApp Address: Cairo, Egypt (Online) Social: Facebook · Instagram

You can also reach us through the Contact page, find quick answers on our FAQ page, read more about our story on the About page, and explore our collections in the Shop.