CUSTOMER CARE

FAQs

We are thrilled to have you as our valued customer at F.I.A STUDIO! Thank you for contacting our customer service team. We're here to help you in any way we can.

Here, you can find references to our policies, frequently asked questions, order information, and tracking for returns:

  • Policies: Please have a look at our official policies page for detailed information about our policies, including return and exchange policies.

  • Frequently Asked Questions: Our Frequently Asked Questions (FAQs) section is a valuable resource if you have common queries or need general information. It covers a wide range of topics and may answer your questions.

  • Order Information: To track the status of your orders or access order-related details, visit the "Order Information" section. Here, you'll be able to find information about your current and past orders.

  • Returns Tracking: If you've initiated a return and want to track its progress, use our returns tracking system. This feature allows you to stay updated on the status of your return.

If you have any other questions or need more help, our dedicated team is here to help. Please don't hesitate to contact us for any additional information or assistance you may need.

Send us an email and We will reply within 48 hours.

FAQs

    • ORDER STATUS

    Order is processed: Once the order is confirmed, we will send a confirmation email with the Order Number. If you do not see the email, please check your SPAM folder.

    Order is shipped: We will send you a tracking number once the order is shipped from our studio. You may check the order status anytime by logging in to your account.

    • CAN I CANCEL MY ORDER?

    Unfortunately, the order cannot be cancelled once it has been confirmed. The package can be returned as indicated in our Return Policy.

    • HOW DO PROMOTIONAL CODES WORK?

    Promotional Codes at F.I.A STUDIO grant you access to exclusive offers. To receive Promotional Codes, please subscribe to our Newsletter.

    To avail of a promotion, enter the code in the designated field during checkout and click “Apply”. Please note that only one Promotional Code can be used for each order.

    If the code doesn't work, we recommend double-checking the promotion's validity dates and which specific products or categories it can apply. You can find this information in the newsletter.

    • WHAT IS A PRE-ORDER AND HOW DOES IT WORK?

    A pre-order at F.I.A STUDIO is the reservation of an item that is not yet available for sale but will be in the near future. You will find an estimated delivery date on each product page.

    Mixed Order with Available and Pre-Order Items: If your order includes currently available and pre-order items, they will be dispatched separately but with a single charge for shipping fees.

    Order with Multiple Pre-Order Items with Different Delivery Dates: When you order multiple pre-order items with varying delivery dates, they will be shipped together on the latest estimated delivery date.

    Once you place your order, we will send you a confirmation email when your package is shipped. If you're purchasing a pre-order item, please note that we only accept payment via Credit Card. Once you've finished your order, we'll ask that your bank verify the information you gave us. It's essential to remember that for pre-orders, payment authorisation will be for the total order amount.

    It's essential to understand that this authorisation is not a charge. F.I.A STUDIO will only charge your card once the package is ready for shipment.

    • Our Packaging

    Our packaging is designed to be recyclable in compliance with local laws and regulations.

    • WHERE IS MY ORDER?

    You can locate the order tracking number within the shipping confirmation email if your order has been shipped.

    • SHIPPING TIMES AND COSTS

    At F.I.A STUDIO, we are pleased to offer complimentary express shipping for all orders.

    Please allow 24 to 48 hours for your order to be processed before it is dispatched from our studio. Once your order has been shipped, an email will be sent to you containing the tracking number.

    The delivery courier operates from Monday to Friday during regular business hours and will make up to three delivery attempts. After the third attempt, your order will be returned to our warehouse. Please keep in mind that modifications to the shipping address are no longer possible once an order has been placed.

    For security reasons, a signature is required upon delivery for all orders.

    It's important to note that our studio observes public holidays. Please plan your orders accordingly, as shipments will not be dispatched on those dates. All orders undergo automatic processing, and we cannot expedite or delay shipping times.

    • WHAT TO DO IF YOUR PARCEL IS DAMAGED

    Upon receiving your delivery, we kindly request that you perform the following checks:

    • Confirm that the number of boxes delivered matches the count stated in the shipping confirmation email.

    • Examine the package for any signs of damage.

    If you detect any damage to the packaging and/or the product or the number of boxes delivered, please let us know immediately the parcel's condition if there is any discrepancy. This can be done by:

    Noting the damage or discrepancy on the courier's delivery documents, including descriptions such as "damaged package" or "open box."

    • Adding your signature to acknowledge and confirm the condition of the delivery.

    • Taking these steps will help ensure that any issues with the delivery are correctly documented and can be addressed promptly.

    • CHOOSING DELIVERY DATE/HOUR

    Regrettably, we cannot accommodate specific delivery dates and time requests at this time. We apologise for any inconvenience this may cause.

    We recommend contacting the courier responsible for deliveries in your country to explore arranging a preferred delivery date. They can assist you in scheduling a suitable delivery date.

    • SHIPPING RESTRICTIONS

    At F.I.A STUDIO, we are sorry to inform you that we do not currently offer shipping to General Delivery or P.O. Boxes. Orders placed with these addresses will be regrettably cancelled.

    It's important to note that the delivery address for your order must align with the country site in which you are making the purchase. If you wish to ship your order to a different country, please ensure you select the appropriate country site from the menu bar before proceeding with your order.

    • PAYMENT METHODS

    F.I.A STUDIO accepts the following payment methods:

    Credit Card: We welcome Visa, MasterCard, American Express, JCB, Diners, Visa Electron, Discover (US only), and Maestro-enabled debit cards. The total order amount will be charged to your card when the order is shipped. We also offer a Fast Checkout option, which securely saves your credit card details for future purchases, eliminating the need to re-enter them.

    PayPal: Shopping online has always been challenging. With PayPal, you can purchase without entering your credit card details on our website. Your PayPal account will be charged once the order is completed. To register for a PayPal account, please visit paypal.com.

    • TAX INFORMATION AND INVOICES

    Purchasing from F.I.A STUDIO is exclusively for end consumers. All prices include VAT.

    F.I.A STUDIO provides an invoice for every order, and this document will be sent as an attachment in the Shipping Confirmation email.

    Please be aware that once the order is confirmed, we cannot change the details you provided, and issuing a new invoice is impossible.

    • PAYMENT SECURITY

    At F.I.A STUDIO, we prioritise your online security. We exclusively employ secure connections, as evidenced by the "https" URL prefix and the lock symbol prominently displayed in your browser's address bar.

    You will always be prompted to input your CVV code when placing an order to ensure the utmost protection for your credit card purchases. Additionally, our Payments department may conduct anti-fraud checks before approving the transaction. For more security, they can contact you for additional information before confirming your order.