Terms and Conditions
Complete satisfaction promise
Folli Follie has as its priority your total satisfaction with our products and services. In the unlikely event that you are unhappy with your purchase, please notify us by writing to Customer Care, Folli Follie, PO BOX 1198, Guildford
E-mailing us at firstname.lastname@example.org or calling us on +44 (0) 8444770909 within 28 days and return the items to us as soon as possible, with their security tag intact (if the item is over 98 pounds), their original packaging and proof of purchase or gift certificate and we will be happy to exchange or refund. You have a legal obligation to take reasonable care of the goods when they are in your possession. Our returns policy does not apply to defective or damaged items or items sent to you in error, which are dealt with separately in the "Defective and damaged items" section below.
For hygiene reasons we cannot exchange or refund earrings, unless they are defective or faulty. Sale items may only be exchanged during the sale period with proof of purchase. Regrettably, items engraved or soldered cannot be refunded unless they are defective or faulty.
Please see our delivery page for information on timings and costs of delivery. We will use our reasonable endeavours to deliver the goods or services within the times indicated. However, where delivery times and dates are given, they are for general guidance only and we will not be held liable for late delivery of goods caused by circumstances beyond our reasonable control.
We shall attempt to deliver the goods to the address you specify for delivery, or if none, to the credit card address you supply. You are responsible for making arrangements to receive the goods and if the goods are held at the post office or other delivery company's depot because no one was available when the goods were delivered then it is your responsibility to swiftly collect the goods. It is important that the addresses supplied by you to us are accurate.
Please note that we are currently not able to deliver to P.O. Boxes or military bases.
To give you a more straightforward service, the prices you pay includes any duties or taxes applicable to the USA, Canada, UK and the remainder of the European Union, which we will settle on your behalf. If duty rates change, we reserve the right to charge extra or not to supply. It may not be possible for us to deliver to some countries, if an order is received with a delivery address outside the territories stated, you will be contacted by our customer service centre.
**Please note that any duty and/or administration charges incurred by your parcel being delivered overseas will need to be settled by you as Folli Follie will not be held liable for these.
Engraving, soldering and repairs service
We offer both hand and machine engraving on specific products and also soldering of charms on selected bracelets and necklaces. Both services take an additional 5 working days excluding delivery.
For more information, please call one of our customer service advisers on +44 (0) 8444770909.
Our items are manufactured to a very high quality. However, should you require it, we offer a repairs service.
For more information on the price and timings of this service, please call one of our customer service advisers on +44 (0) 8444770909 or visit one of our stores.
We only offer our engraving, soldering and repairs service for items that you purchase from us.
You can return items within 28 days of purchase. We will be happy to exchange or refund your items with proof of purchase or valid gift certificate
Sale items may only be exchanged during the sale period with proof of purchase.
Regrettably, items engraved or soldered cannot be refunded or exchanged unless they are defective or faulty.
Purchases made via the Internet or via Mail-Order cannot be returned to one of our shops.
Pack the items back in the parcel, include the paperwork and send it back to:
Customer Care Returns Department
PO BOX 1198
When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit.
A prompt refund of the price of the goods will be issued once all the information referred to above is received. The credit card used for the original purchase will be credited with the original price. If there are any problems with your refund, a member of our customer care team will contact you.
For all returns, except where the item is faulty or dispatched in error by us, you will be required to arrange and pay for the return of the products to us.
The description of the goods, services, price, currency, VAT and delivery costs are set out on the order page. The advertising of products and services on this site is an 'invitation to treat'. That means your order is an offer and no contract of sale is formed between you and Folli Follie until you receive the 'confirmation of order' email. Orders shall be accepted at our sole discretion but are normally accepted once credit card authorisation has been confirmed, the order reflects current pricing, stock levels have been checked or in the case of services we can offer the service you require. Once we accept your order, you shall pay the price for the goods or services plus VAT and delivery and other costs specified on the order page and we shall charge your account for payment. Please keep your "confirmation of order" e-mail for your records.
In exceptional circumstances, if we are not able to fulfil an order we have accepted, your credit card will be re-credited with the original price and we will notify you by email. In no circumstances will we be liable to you for any additional amounts.
These terms and conditions cannot be varied except by changes made by Folli Follie on the site, which we may make from time to time. Proposed changes to the terms and conditions will be notified to you by e-mail or flagged for your attention when you log onto the site for a new session. Your continued use of the site after such notification shall be taken as your full acceptance of such changes. You will only own the goods you purchase once they have been successfully delivered and when we have received cleared payment for them in full. Until that time we will retain title to the goods. Goods supplied are not for resale.
If you realise you have made a mistake and want to cancel your order, please contact us as soon as possible. Since we ship quickly, it may not be possible to stop your order so please follow the instructions for 'Making Returns' in those instances. Please follow these instructions for exchanges as well. It will be faster to re-order a product rather than send it back for an exchange, so please follow the above instructions while you order the product you would like instead. We realise this means two transactions on your credit card but feel it is faster for you to get the product you would like.
If we are providing repair or engraving services we cannot cancel your order if we have already started the work.
Should you receive an item you have ordered that is defective, damaged or not what you ordered, please contact us as soon as possible. Our personal shopping consultants will help you resolve any issues as quickly as possible by delivering another item, replacing your order or refunding the amount paid.
If you need assistance for any reason, please contact us at email@example.com
Representatives are available 8.30am to 6.00pm (GMT/BST) Monday to Friday. We also open on Saturdays between 10.00am to 3pm. Our customer care number is +44 (0) 8444770909.
We accept VISA, MasterCard, Switch, Maestro and American Express (Amex).
To securely receive your payments over the Internet we use Secure Sockets Layer (SSL) technology, which is the standard Internet practice and means your details are protected. You can see that you are in a secure environment through the 'padlock' symbol on Microsoft Internet Explorer or 'key' symbol on Netscape Navigator. SSL works with Microsoft Internet Explorer version 3.0 and later versions/ Netscape Browser versions 2.0 and later versions. We feel it's important to have this level of security available, so anyone using lower version browsers should contact us by phone to place an order.
Please don't try to send orders via email, as we cannot guarantee any secure transmission of details. We will take all reasonable care to keep your order secure, but in the absence of our sole negligence we cannot be held liable for any loss you may suffer if a third party obtains unauthorised access to any data (including credit and account details) you provide when accessing or ordering from the site. If you're still worried about security over the Internet, then please contact us by phone.
Excluding any explicit exceptions made (intellectual rights of third parties, associates and authorities), the entire content of the website, including pictures, graphics, photographs, designs, texts, services provided and all files of this site in general are property, registered trademarks and services trademarks of FOLLI FOLLIE, having its registered office in 23rd km of Athens-Lamia Highway, Ag. Stefanos, Attika, Greece and of its providers and are protected by the relevant provisions of Greek and European law as well as those of international conventions. Therefore, none of those may be in whole or in part the subject of sale, copy, amendment, reproduction, republication nor uploaded, transferred or distributed in any way, excluding cases of isolated saving on a simple personal computer for personal and not public or commercial use and without deletion of their indication of origin from the website of this present Store. The remainder of the products or services which may be mentioned in this present website and which bear trademarks of organizations, companies, associated authorities, fusions or publishers respectively, constitute their intellectual and industrial property and therefore those authorities bear the relevant responsibility.
Folli Follie is not liable for any damage direct or indirect. If Folli Follie is liable for damage, then liability will be limited to the purchase price. The above liability limitations apply to all claims for damages no matter what the legal grounds may be, they do not apply to potential liability according to the regulations on product liability. The rights of the consumers based on the consumer protection laws are not affected. In addition, the user responsibly declares that it is legally capable to enter to the present contract as well as to make use of this present website under the terms and conditions herewith. The visitor/user agrees and accepts that he is financially liable for every use of the present website as well as for the use of his user account from. The visitor/user agrees to monitor each use of this particular website made by under-aged persons using their account or name.