Reviews show sharp differences in Fiorelli purchases. Some buyers praise the leather finish and tidy stitching on handbags and small bags. Many others report failures such as broken zips, snapped handles, and missing parts. Several customers also say emails went unanswered and refund or return requests stayed unresolved.
Examples from available reviews (Aug 2017 – Mar 2026).
Bought a small backpack; excellent quality and well packaged.
“It's excellent quality”
Repeat customer experienced prompt delivery and helpful customer service.
“very good, prompt delivery”
Express order not delivered and company ignored messages after taking payment.
“I have heard nothing from them”
Bag disintegrated after limited use and company refused responsibility.
“the thing has disintegrated.”
Delivery accounts split. Some reviews mention quick delivery and fast replacements for faulty items. More describe late or missing orders, refunds being refused, and returns rejected when items never arrived or stayed in transit.
Many customers tie defects to poor value. Several reviews describe refunds being refused, with store credit or partial discounts offered instead of reimbursement. A small number also allege counterfeit items, which they point to as the main value issue.
Comments on the in-store and buying experience are few but stand out. Some shoppers describe an enjoyable purchase and well-made items. Others mention abrupt in-store staff, or being pushed to email for help and then getting no reply.
Most reports focus on mechanical problems: broken zips, snapped handles, detached straps, and missing components. Positive comments highlight well-made leather handbags, small purses, and backpacks, along with neat packaging. Multiple defect reports also raise safety and reuse concerns.
Many reviews describe attempts to contact the company with no response. Customers mention ignored emails, calls not returned, missing return confirmations, and being asked for proof without a resolution. A few reviews report responsive support, but silence is the more common theme.
Ratings split between orders that ended with replacements or praise and complaints that ended without a refund. Some customers report quick replacements and good service. Many more describe drawn-out disputes, missing items, and ongoing non-response.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (31) · Reviews (11) · Reviews (1) · Quotes shortened · As of: March 2026
Delivery was fast but the bag's zip and handle quality was disappointing.
“I had to zip and unzip it at least 15 times”
Bag disintegrated after limited use and company refused responsibility.
“the thing has disintegrated.”
Repeat customer experienced prompt delivery and helpful customer service.
“very good, prompt delivery”
Return attempt failed because DHL drop-off was closed despite online info.
“the dhl site wasn’t open”
Order not delivered and customer concerned after making payments via Klarna.
“i used the klarna sevice and have now made 2 payments”
Customer bought a Fiorelli handbag and had a great experience.
“it was great..”
Replacement backpack failed within a year and warranty policy would not help.
“the zip has given up”
Watch order was misdelivered and company provided no refund or remedy.
“I have no item and no refund.”
Quick delivery and responsive customer service replaced a faulty bag promptly.
“issued a free replacement”
Bag strap failed and emailed enquiries received no response from company.
“the stitching just came undone.”
Bag arrived marked and multiple contact attempts for return went unanswered.
“Abysmal Customer Service!”
Express order not delivered and company ignored messages after taking payment.
“I have heard nothing from them”
Company failed to deliver on time and ignored email enquiries.
“Don't respond to emails.”
Bag broke within two months and customer service did not respond.
“Customer service is non existent!”
Damaged bag received and multiple contact attempts went unanswered.
“Non existent customer service!”
Bag failed after limited use and company ignored return and refund requests.
“Never heard back.”
Returned bag with proof but company has not responded or refunded.
“Have emailed them numerous times”
Customer alleges company sold counterfeit Lacoste and Tommy Hilfiger clothing.
“Scam! They sent fake Lacoste and fake Tommy Hilfiger clothing”
Defective bag missing parts and company provided no support or care.
“Zero support from their side.”
Previously reputable company now fails to answer emails or provide replies.
“Trying to get a reply from this company is appalling”
Faulty zip caused safety risk and customer cannot return item.
“the zip nearly cut my hand”
Received a used bag instead of new and customer service did not respond.
“clearly been used and returned”
Handles snapped on both original and replacement bags; refund requests ignored.
“The replacement also snapped within a month”
Bought a small backpack; excellent quality and well packaged.
“It's excellent quality”
Shoes never arrived and refund not provided despite enquiries.
“Still not arrived and not refunded me”
Order delayed long-term and refund attempts resulted in no satisfactory resolution.
“Needs to zero stars”
Shoes remain in China and company refuses reimbursement until return received.
“It shows its still in China.”
Order delayed for months and customer service was unhelpful.
“It is now February and it has still not arrived.”
Trainers ordered for Christmas never arrived and website later disappeared.
“the website has disappeared”
Items shipped from China never arrived and company did not refund.
“they came from China”
Bag strap broke and company refused replacement or refund, offering discount instead.
“only offered 30% off next purchase.”
Trainers delayed for over six months and company would not issue refund.
“They keep telling me they are in transit so can’t be refunded.”
Small purse is beautifully made, excellent quality and delivered quickly.
“Beautiful, excellent quality and quick delivery!”
Late delivery ruined a birthday present and company did not respond to emails.
“arrived to late(birthday present)”
I recently purchased a handbag from Fiorelli and I must say that my experience was exceptional. The website had a wide range of stylish and functional handbags to choose from, making it easy for me to find the perfect one for any occasion.
The ordering process was seamless, with clear information about shipping and delivery times provided upfront. My order arrived on time and the packaging was lovely. It showed that they really care about their product presentation.
The handbag itself is of high quality, made with great attention to detail. Its spacious interior has plenty of room for all my essentials while still looking chic when worn over my shoulder or carried by its top handles.
Overall, I am very pleased with my purchase from Fiorelli. I would highly recommend this brand to anyone in search of stylish yet functional accessories
Purse coin section failed within a month and Fiorelli did not respond.
“The coin section of my new purse lasted less than a month.”
Customer cannot contact Fiorelli and seeks escalation to parent group.
“I have been trying to reach Fiorelli and impossible.”
Repeated contact attempts requested proof and company appears to have lost returns.
“They appear to have lost my returns/faulty goods.”
Item missing, no phone or email responses, and carrier tracking is unrecognised.
“they're not picking up the phone”
Strap failed after few uses and company offered credit instead of refund.
“the strap pulled out of the side panel”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Fiorelli is a fashion accessories brand selling handbags, purses, wallets, backpacks, and small leather goods. It sells through its online store and via physical retail stockists. The range includes shoulder bags, crossbody bags, satchels, and coin purses in leather and synthetic materials. Listings often note bag dimensions, strap options, and internal compartments for organisation.