Payment & Security 

Fienzi uses trusted partners for payments. We never register or retain your payment or credit card information. When you're paying, you're forwarded to Mollie, Shopify Pay, or Paypal which provide secure and various payment methods based on your country and your choice. Upon payment, the payment provider brings you back to our store.

We support Credit Cards like VISA and MASTERCARD, European Payment Cards, like IDEAL, SOFORT, BANKCONTACT. All the payment transactions are secured and we have buyer protection program.

We do support PAYPAL. Feel free to pay any method you'd like to pay.

To ensure that shopping online is secure, when paying by credit/debit card your details will be encrypted using the minimum 128-bit SSL Software. We have chosen to use PayPal’s our one-lick payment gateway. PayPal ensure that all your credit card details are encrypted and sent securely between you, your bank and FIENZI.com.

Your credit card company may also carry out additional security checks. In the event your card is declined please contact your card issuer to authorise the transaction.

We may feel the need to carry out additional security checks to help protect both FIENZI and its customers. In these cases we may ask for additional proof of ID such as a driving license or utility bill. You will be contacted either by email or by phone if this is necessary. This is to prevent fraud orders or shopping with stolen information.

Law

The Conditions shall be governed by and construed in accordance with the laws of EU and you irrevocably submit to the exclusive jurisdiction of the courts of EU. 

How secure is FIENZI?

Here at FIENZI we take security seriously. We use Shopify Checkout platform, which is one of the most secure checkout system available  to use and minimum 128 bit  SSL security software in the checkout. This means that your card payment details are encrypted, you will see a small padlock and the prefix HTTPS appear in the top left hand side of your browser.

Fienzi DO NOT store your payment profile.

(Our legal company name in The Netherlands registered as Digizoom BV. Payment integrators may bring this sign or your statement may show like it)

If you have any questions please do not hesitate to contact customer services, info@fienzi.com

DISPATCH TIMES

We target to dispatch your order within maximum 3 working days. 99% of the orders are shipped on the same day or next working day.

• Any orders booked before 4PM Amsterdam time will be shipped on the same day.
• Order after 5PM CET will be shipped next morning.
• Orders on Saturday and Sunday will be shipped Monday morning.

EUROPE & United States & Canada

FIENZI offer EXPRESS shipping to all of Europe and USA/Canada. We ship goods from Netherlands and Germany. Fienzi never uses overseas drop ship channels for shipment.

All orders to Europe/USA are shipped via GLS, UPS, DHL EXPRESS or similar shipping partners on a tracked service. Delivery time frames vary from country to country. Delivery time is 2-3 days max for Europe/USA/Canada countries. 

Some examples:

• Netherlands: Same day or next day
• Belgium, Luxembourg: Same day or next day 
• Germany, France, Italy, United Kingdom: 1-3 days 
• Rest of EUROPE & EEA 2-4 days
• United States: 3-5 days
• Canada: 3-6 days 

Once you made an order you will receive an email which will show your order confirmation and list of your items. Once your order has been dispatched from our warehouse you will get second mail titled; 'Shipping notification' this notification will list all of your items and a 'Track your order' link will show. Please follow this link to be redirected to your tracking info. Note tracking will only update once scanned by Delivery Partner, please allow 24 hours for this to update.

Please note the estimated delivery time frames provided at checkout and above are not guaranteed. These time frames are in place to give our customers an idea of delivery dates and should not be seen as 100% accurate. FIENZI will not be held responsible for any delays in delivery due to courier issues.

If you miss your delivery you will receive a calling card from Delivery Partner which will give instructions on what to do next. 

Fienzi strongly recommends you using your work address or pick up points for the delivery. This will ease the delivery and makes sure you get your item even if you're not home.

RETURNS & EXCHANGES 

We're sure you'll be happy with your FIENZI purchase but we all change our minds. If you do so, please read through the information below. As always, our customer experience team are only an email away! So any questions you have please email: info@fienzi.com

30 DAY RETURN POLICY

If you are, for any reason, unhappy with your goods, we will happily issue a replacement or refund providing they are returned within 30 days of receipt of your order, complete with all original tags, and in an original resalable condition.

FIENZI is offers free shipment and return above certain order amount with a no abuse policy.

Please ensure all returned items are well packed, so as not to be damaged in transit.

We strongly encourage our customers to send returns by a tracked and insured service as FIENZI will not take responsibility for items damaged or lost in the return transit.

If an item/order is returned to FIENZI outside of the 30-day return period we will issue the customer a Gift Card for the due amount minus any shipping costs.

If your return does not meet these criteria this policy will not apply.

RETURNS & REFUNDS 

Fienzi sells and delivers a vast collections of design items, cosmetics, body care, beauty, electronics and home textile. Therefore it is important to understand and acknowledge by you, that of:

• Cosmetics and personal care items are not returnable nor refundable. This is due to hygiene regulations. We may accept return if there is a sealed packaging and it is not open or damaged.
• Electronic products might be returnable in original packaging and  in original condition. Kitchen electronics, vacuum cleaners, personal care electronics are not returnable if ever used.
• Accessories: must be returned with the original packaging intact.
• Home Decoration: must be returned with the original packaging intact.
• Home Textile: should never be used, with the original packaging intact 
• Fragrances: must be returned in the original sealed packaging.
• Customisable items: These items cannot be exchanged or returned, as they have been customised.

RETURNS

For returns, we will inspect the item(s) upon arrival and process the refund within 5-15 business days. This will be minus any postage charges. Please allow any refund, time to show up in your account or on your card.

EXCHANGES

Upon receiving your item for an exchange we will inspect the items, if it complies with our standards stated above we will then process the order and dispatch the new item(s) within 1-3 working days. Standard shipping time will apply on top of the processing time. If any problems occur with your exchange, such as size or color desired being out of stock or item not passing inspection, we will immediately notify you by email.

'SALE' ITEMS

"SALE” ITEMS ARE NOT ELIGIBLE FOR THE 30 DAY REFUND/EXCHANGE POLICY.

Any "SALE" items returned within 7 days of receipt are eligible for a refund/exchange.

Anything returned after the 7 day period is NOT eligible for a refund or exchange and will instead be credited with a "Gift Card" for the amount minus your initial postage charge. If you are unable to get the items back to FIENZI within 7 days we will accept a notice within that period and a further 7 days for your goods to arrive at our warehouse. 

Please note "Discounted" items where a code was applied at checkout are eligible for a refund or exchange within the 30-day return period.

RETURNS ADDRESS

Before returning any product, please ask for a return label from us. Never return goods without a return label.

Once a return label issued, follow the instructions in the same email, so you could return your items free of charge.

CUSTOMS & MISSED PARCELS 

Fienzi ships goods from Netherlands and Germany. There is no customs fee for EU countries and other countries which European Union has a trade agreement.

No customs by customers for US & Canada either.

MISSED PARCELS

Any items not delivered due to the recipient not being home will generally be returned to a local depot after the second delivery attempt, items not collected from the depot will be returned to FIENZI, we will then issue a refund of goods MINUS our postal charges and an admin fee for returned items. We advise customers to use an address that they can guarantee someone being there to receive the item (home or place of work) as they will need to be signed for.

UNDELIVERED ITEMS 

Once your parcel leaves our warehouse it is the responsibility of the carrier to deliver your package to you. We have very little if any power to influence any non-delivered items. The carrier will explain their procedures as well as any compensation claim processes. We will always do our best to help this process along when contacted by the customer via info@Fienzi.com

For all European and International orders, if your parcel is undelivered outside of the ETA time please contact info@Fienzi.com

Please allow 10 days after the ETA time before requesting any form of re-delivery or refund. FIENZI will always do our best to locate and update you on our delivery if needed.