SHIPPING AND RETURNS

SHIPPING AND RETURNS POLICY (Version: March 2025)

This Shipping and Returns Policy (“Policy”) is published by FIORENZA ATELIER SDN. BHD. 202401054951 (1600795-V) (hereinafter referred to as “FIORENZA ATELIER”, “we”, “our” or “us”).

A. Order

  1. User (Hereinafter referred to as “User” or “You”) may only purchase our products from and enter into transactions on the official site of the brand(s) under FIORENZA ATELIER (“Platform”) if you are 18 years old and above. By proceeding with the order, it shall be construed that you have obtained the consent of your parent or legal guardian to make such order on our Platform.

  2. Orders placed and received on business days (Monday to Friday, excluding public holidays) before 12.00pm are processed on the same day in the order in which they are received. Orders placed and received on weekends (Saturday and Sunday) will be processed the next business day (Monday).

  3. FIORENZA ATELIER will send you a confirmation email for your order after your payment is verified and authorized by the Bank and we have accepted your order. The confirmation email will contain your order details including customer details, product description and delivery address. If you do not receive the order confirmation email within 3 business days, please check your order summary in “My Account” or your email junk folder. Alternatively, you may also contact our Consumer Care team at customerservice.my@fiorenzaatelier.com.

  4. Online promotions are only applicable for online purchases. Promotions and gifts may vary from in-store promotions.

B. Delivery & Rates

  1. All orders received are subject to bank authorization prior to processing. Only authorized orders will be processed.

  2. Orders are processed for delivery on business days only – Monday to Friday (excluding Public Holidays). We use GD Express (GDEX) and Ninja Van as our standard delivery courier and we reserve the right to use other delivery courier without prior notice.

Delivery Lead Time

West Malaysia (WM): 3-7 working days

East Malaysia (EM): 10-14 working days

Delivery Charges

WM: RM12 EM: RM20 (Free Delivery for orders above RM250)

Courier Service Provider

Ninja Van – Klang Valley

GDEX – Outside of Klang Valley and other areas

Courier Delivery Hour

Ninja Van: Monday – Saturday (except PH) 9:00am – 10:00pm GDEX: Monday – Friday (except PH) 9:00am – 5:30pm.

Saturday (except PH) 9:00am-12.30pm

  1. We only deliver to addresses in Malaysia. Deliveries may take longer due to the limited freight and transportation available. We do not deliver to PO Box addresses or ship internationally.

  2. We understand that getting your purchased orders quickly is important to you, so we make every effort to process and deliver your orders as soon as we can. To ensure prompt delivery, kindly ensure that you provide us with an accurate delivery address, contact details including telephone number and email address. Failure to do so may risk our courier service being unable to deliver in a timely and prompt manner.

  3. In the event that we fail to deliver to you at the delivery address provided by you, we will make a subsequent (2nd) attempt at the specified delivery address.

C. Proof of Delivery

  1. Our courier service may request for a signature from the intended recipient of the items purchased. In circumstances where our courier service fails to deliver to the intended recipient, it may deliver the order to the reception of the recipient’s address and obtain a signature from the receptionist as a proof of delivery.

D. Report Order Problem

  1. If you find that the items you have ordered are damaged upon delivery, please report to our Consumer Care team at customerservice.my@fiorenzaatelier.com within 2 days from the date you receive the product with supporting evidence (picture of the damaged item) and order number. Any reimbursement is subject to our discretion.

  2. If in the event that any product is missing from your order, please report to our Consumer Care team at customerservice.my@fiorenzaatelier.com within 2 days from the date you receive the product and we will attend to your report.

  3. While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

E. Out of Stock Items

  1. We strive to deliver your order within the delivery time stipulated. However, please note that in the event of stock unavailability of items ordered, we may need to source from other stock locations. We will inform you within 2-3 business days and we seek your kind understanding in the delay of the shipment pertaining to stock availability. We do not accept back orders.

  2. If you have any questions on items that are not available online, please contact our Consumer Care team at fiorenza.atlr@gmail.com

Product Return

[Same return policy applies with updated company name and email]

F. Pricing

Product prices listed on FIORENZA ATELIER Platform are subject to change without prior notice.

G. Cancellation of Order

We regret to inform that orders cannot be cancelled once placed. Kindly ensure you have checked and validated all details and information before you proceed with payment.

H. Others

  1. FIORENZA ATELIER reserves the right to amend, vary and/or supplement the Policy from time to time. Users are advised to check this Policy from time to time for changes/updates.

  2. The User’s continued use or access to the Platform on or after the date on which any amendments, variations and/or supplements come into effect shall be construed as the User’s agreement to be bound by the amended Policy.