Customer Service

Inquiries and special requests

For general inquiries and special requests please send us an e-mail to shoponline@fionasatelier.com.

 For invoice or payment inquiries please email us to: invoicing@fionasatelier.com

 You can call to our customer service team from Mon-Fri 10-19h   +34 93 315 79 41

 How to order

Shop on line: You will find a wide range of selected at www.fionasatelier.com

By telephone: 933157941

By mobile/whatsapp: +34 660374174

By mail: shoponline@fionasatelier.com

Payment methods

Credit Card

We will charge the invoice amount to your credit card on the day we ship your order.

We accept MasterCard, VISA and American Express.

PAY PAL

We will charge the invoice amount to your PayPal account on the day we ship your order.

Bank Transfer

We accept payments by bank transfer, the order we’ll be delivery once we receive the funds in our bank account

For wire transfers, our bank details are:

LA CAIXA

Shipping costs

Depending on the country of destination, we charge per recipient.

General information

For extra heavy and bulky products we charge a higher shipping cost contribution. In such cases, we will contact you with a quote of the shipping cost you will have to pay. You can then decide whether you would like to proceed with your order or not.

All other countries

Please contact us at shoponline@fionasatelier.com if you would like to know the shipping cost to a country not mentioned in our list of destination countries.

Delivery time

Many products are available for immediate shipment. However, due to the exclusive nature of our collection, and custom made / personalized items, the delivery times depend on the product concerned. For customized orders, please understand that the delivery time can be longer. We will send you a shipping confirmation by e-mail on the day we ship the products.

We ship our our orders by reliable couriers such as Fedex, UPS and DHL

Gift service

We are happy to gift wrap the items you order and to add a personal greeting card before delivering your present directly to the recipient of your choice. In the shopping bag you can tick the items to be gift wrapped and you can also type in your personal greeting card message. A dash next to an item means that the product cannot be gift wrapped due to its size or original packaging.

Returns & Exchanges

High quality is a principal hallmark of the goods in our collection. Nevertheless, should you ever be dissatisfied with a product or service, we will endeavor to solve the problem.

We will not cover the cost of returning goods and exchanging them.

As a retail customer you may only return unused and undamaged goods to us in accordance with our Terms and Conditions. Custom-made products or personalized cannot be returned. Please return the products with the original boxes of the respective brand or manufacturer.

We kindly ask you to notify us of your return request by e-mail to shoponline@fionasatelier.com, giving your order number.

Transport and Damages

After receiving your order, please check without delay (maximum 48 hours) that all the items listed on the delivery note are included and that nothing has been damaged during transport. Should there be any discrepancies or damaged items in your order, please contact our service team immediately, either via "Contact" on our Internet page or by sending an e-mail shoponline@fionasatelier.com . You can also phone us directly at +34 933 157 941. Please do not throw the original packaging under any circumstances; the damaged box serves as proof to substantiate transport damage claims against the shipper. We will take care of collecting the box and the damaged goods at your address and at our cost.

We will replace damaged goods at the earliest possible convenience.

Login and Password

You do not need to login to place an order on our website. We give you the option on our website to create a customer account with your e-mail address and password. With a customer account, you can access your billing and shipping addresses from previous orders so that you do not have to enter such details again.