Frequently Asked Questions

How secure is shopping in the Online Shop? Is my data protected?

All the transaction and your data are completely safe. We will use your data only in order to communicate with you, accept payments and ship the products. We will never sell your data. Third party providers (like PayPal) may collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. For further info read our privacy&cookie policy.

What are the delivery charges for orders from the Online Shop?

In Italy shipping is free, no minimum payment required. For other countries in Europe the cost is 9,90 euros up to a bill of 99 euros. Over that amount the shipping is free.

 

Which payment methods are accepted in the Online Shop?

The prices indicated on the website are inclusive of taxes and VAT. Any delivery cost or payment charge shall in any case be notified to the Client via the Website or through these conditions.

The following payment methods are accepted:

(i) PayPal

Clients may pay via PayPal in accordance with the specific methods set by the same.

(ii) Credit card

Where products are purchased using a credit card, the transaction may be performed via the PayPal secure server or another secure server as chosen by FiSto.

Under no circumstances and at no stage of the transaction shall FiSto be able to access the Client’s credit card details, which shall be transmitted through a secure connection directly to the banking institute that manages the transaction.  No electronic record of said details shall be held by FiSto and therefore under no circumstances shall FiSto held liable for any fraudulent and unauthorized use of credit cards by third parties at the time of payment.

If you want to make a purchase using PayPal, select the payment method and click on “Confirm payment”. You will then be redirected to a PayPal page where you will complete the payment.
Security is extremely important to us, so we wish you to know that your data will be encrypted and kept safe.

We don’t accept payments on delivery or by bank transfer, for the time being.

How long will delivery take?

The typical delivery time within Italy is 24-48h during business days (Mon-Fri).

Shipping and returns within Italy is always free of charge with no minimum purchase amount.

For international shipments, delivery times are normally 2-3 business days (Mon-Fri). 

Please note that we do not ship to: Campione d’Italia, Livigno, San Marino and Vatican City. 

Shipment will be done after receipt of payment and you will be sent your “tracking number” by email. With that, you can verify the status of your shipping with TNT or DHL.

You will be able to check on your order status from “My orders”, in the “My account” section of FiSto’s website, once you have logged in with your username and password.

Undeliverable parcels 
If unable to deliver a package according to your chosen delivery option it will automatically be returned to FiSto

In which country do you deliver?

For the moment we deliver in: Austria, Belgium, Denmark, Finland, France, Germany Ireland, Italy, Luxembourg, Monaco, Netherlands, Portugal, UK, Spain, Sweden and Switzerland. Please note that we do not ship to: Campione d’Italia, Livigno, San Marino and Vatican City. 

What if I don't have a Fiscal Code or VAT number?

In order to issue electronic invoices, citizens who don’t have a fiscal code or VAT number, are requested to type 99999999999 in the appropriate field.

Do I receive an invoice for my order?

Yes, we release an e-invoice.

How do I return a product?

Before you send your item back to us you need to send an email to customerservice@fistofirenze.com . You will then receive return instructions by e-mail. Do not ship anything without contacting us first as this may lead to longer handling time and delaying refunding. Inside the package, you will find our return label to be used in case you want to return the goods.     

We accept returns within 14 days of delivery and we will refund your purchase 30 days after receiving a returned item. In order to be accepted, returns must be unworn and with tags and you must include your receipt. All refunds are paid into the credit card used for the original purchase.

Transport expenses (and any customs duty, if applicable) arising from the return of the goods shall be borne exclusively by the Client. Should the goods be damaged in transit, FiSto shall notify the Client, in order that the Client may promptly lodge a complaint against the courier that was used and obtain appropriate compensation; the product shall then be made available to the Client, at the same time as cancelling the request for termination.

FiSto shall not be liable in any way for damage, theft or loss that occurs during or as a result of a shipment made for the purposes of returning goods, whichever is sooner.

online customer service – contact

Please do not hesitate to contact our customer care team. We are all Italian and English-speaking and here to help you with any issue regarding your purchase.
Our opening hours are Mon – Fri, 10.00 – 17.00.

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