All standard orders are delivered free of charge via DHL. We aim to deliver your order within 1-4 working days from the time you place your order. You will receive a tracking link by e-mail.
Most frequently asked questions
1. Shopping Basics
2. Repairs
3. How Can I Contact Fikile?
4. Return Policy
5. Pre-order
6. Shipping
1. Shopping Basics
What Shipping Methods Are Available?
Standard Delivery:
Pre-order Products
If you have pre-ordered an item it will be shipped as soon as the item is in stock.
Pre-ordered items are not immediately available to be shipped out to you. We provide you with estimated delivery times on the product page of your chosen item, however, please note these are guidelines and we will keep you updated on the status of your order.
Please note if you have purchased a pre-ordered item and an item that is immediately available on the same order, items will be dispatched as and when they become available.
Items are eligible for returns as long as they meet the requirements of our returns policy.
Important Information
Before we dispatch your order, we may need to confirm your details with your card issuer and verify your billing and shipping addresses.
We are not able to deliver to PO Boxes (including BFPO) or Freight forwarders.
Once your order has been shipped, we are unable to make any amendments to the address.
How Long Will It Take To Get My Orders?
It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
1. Repairs
How Can I Get A Fikile Product Repaired?
At Fikile, we understand the importance of maintaining the quality of our products long after they have been purchased. That is why we offer our clients a range of repair services for any products purchased on Fikile.com.
If you require a repair for your Fikile product, please contact our Client Services Center for assistance. To ensure the quality of our products, all repairs are carried out exclusively in our workshops by our skilled artisans.
Our bags are meticulously handcrafted in Italy using only the finest materials. We advise our clients to handle their Fikile products with care and keep them in their original packaging with the dust bag or foam insert, especially when travelling. Please store your items in a dry and cool place, and avoid exposing them to excessive sunlight.
For cleaning, please use only a dry cloth and avoid using any liquids or chemical substances that may damage the fabric.
If you have any issues with your Fikile bag or any further questions, please do not hesitate to contact us at contact@fikile.com or via the website contact form. Our team is dedicated to providing excellent customer service and will be happy to assist you.
How Can I Contact Fikile?
How To Contact Us
Our team at Fikile is dedicated to providing exceptional customer service and is available to answer any questions or concerns you may have. You can contact us via email at contact@fikile.com from Monday to Saturday, between 9am to 8pm SAST, and on Sunday, between 9am to 5pm SAST. Alternatively, you can refer to our website's contact form on our contact page to reach our online Client Advisors.
Return Policy
What Is The Return Policy For Fikile Products?
You have 14 days from the date of receipt to notify us of your desire to return or exchange your purchase. After notifying us, you will have an additional 14 days to return the products to us. Returns made outside of this time frame may not be recognized.
What Condition Should The Items Be In For Returns?
All Fikile items must be returned in an unused, unmarked condition with the original packaging, including dust bags. The branded handbag box is considered part of the product and should be returned in a protective shipping box. Bags that are returned without a box, in a damaged box, with marks, or missing components may not be accepted and will be sent back to the original delivery address. If you notice any marks or damage upon receipt of your order, please notify our Client Services Center immediately and do not attempt to remove the marks with a damp cloth, as this may stain the leather. Items that have been altered or repaired by an external service will not be accepted for return or exchange.
How Should I Return My Items?
We provide a DHL Express pre-paid shipping label with your order, along with return instructions. Please use this label and follow the instructions for a smooth return process. You will need your Airway Bill number, which is listed on the pre-paid label, when booking your return collection with DHL. Please note that Fikile is not liable for goods that are not returned using this method. We ask that items purchased online be returned from the same country to which they were delivered to ensure the return is covered by our free returns service and is processed quickly.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
We appreciate your feedback on the FAQ section and would be happy to review any suggestions or changes you may have.
Pre-orders
Is It Necessary To Create A Fikile Account To Place An Order?
While an account is not required to make a purchase, we recommend creating a FIKILE account to enjoy the benefits of account management features such as storing payment information, address details, and reviewing your purchase history.
How Can I Confirm That My Order Has Been Successfully Placed?
Once your order has been placed, an email confirmation will be sent to you. After verifying the details, your order will be accepted and the item will be dispatched.
Could You Explain How The "Notify Me" Feature Works?
If an item is out of stock, the "Notify Me" feature allows you to select your desired bag color and enter your email address to receive a notification once the item is available online.
What Happens If The Item I Want Is Sold Out? Will It Be Restocked?
Due to our unique sourcing and production processes, some of our items are only available in limited quantities and may sell out. We cannot guarantee restocking for all items.
Can I Amend Or Cancel My Order After It Has Been Placed?
Once an order is placed, it cannot be modified or canceled. However, you may contact our Client Advisors at contact@fikile.com, and they will do their best to accommodate your request.
Is It Possible To Include A Gift Message With My Order, And Is This Option Free?
Yes, you can personalize your order with a gift message by selecting the "gift" option in your basket before checkout. Please note that we cannot remove prices from documentation for delivery and customs purposes.
Can I Modify My Gift Message After Placing My Order?
Depending on the status of your order, we may be able to amend the gift message. Please contact our Client Services Center with the details you wish to modify, and we will try to accommodate your request.
Which Currencies Are Accepted For Placing Orders, And Is There A Fee For Localizing The Currency?
Orders are charged in the currency of the shipping country. Local currency may not always be available, and you will see the currency used to charge your order when selecting your shipping country.
Does Fikile Have Sales, Such As Black Friday Or Private Sales?
Fikile does not have any sales, including black Friday or private sales. Items sold at discounted or clearance prices from unofficial retailers may be counterfeit.
Are There Any Offline Fikile Store Locations?
We will be listing our retailers shortly.
How Can I Ensure That The Product I Purchased Is Authentic?
Authentic Fikile products are available on our website at www.fikile.com. Please contact our Client Service Center for specific inquiries. Fikile does not sell merchandise through individuals, flea markets, unauthorized retail locations, or auctions.
What Is Fikile Doing To Combat Counterfeiting?
We participate in various enforcement actions, including taking legal actions against counterfeiters and taking down counterfeit websites.
Can I Report A Counterfeit Website Or Seller?
Yes, you can report any counterfeit websites or sellers at contact@fikile.com, providing details such as the location of the merchandise, the style of product(s) offered, and the website. Thank you for your cooperation.
Delivery / Shipping
What Is The Estimated Shipping Time For Fikile Orders?
Most orders are shipped within 1-4 days of purchase, pending availability and credit verification. Once shipped, we estimate delivery within 5-7 business days of the ship date. In some cases, orders may be cancelled due to worldwide shipping restrictions, in which case our Client Advisors will notify you.
How Can I Track The Delivery Of My Order?
Once your order is dispatched, we will send you a confirmation email that includes a unique tracking number to monitor your delivery progress.
Can I Modify My Delivery Address Once The Order Has Been Placed?
Depending on the status of your order, we may be able to amend your shipping address. For further information, please contact our Client Services Center.
Does Fikile Deliver To Po Boxes Or Freight Forwarders?
Unfortunately, we are unable to deliver to PO Boxes or freight forwarders at this time.
Will I Need To Sign For My Parcel Upon Delivery?
Yes, every delivery requires a signature, at which point responsibility for the products is transferred to the recipient.
Will There Be Additional Duties Or Taxes On My Purchase?
Prices displayed on our website do not include taxes and duties. Our products are currently shipped Delivery Duty Unpaid (DDU), which means that once your order is shipped, DHL will bill you for all import duties, customs, and local sales taxes levied by the country to which you are shipping.
Which Carrier Does Fikile Use For Shipping?
We use DHL Express for all orders, and we offer the option to manage your delivery using "DHL Express, On Demand Delivery." After shipment, you will receive an email or SMS notification from DHL that includes a waybill number and link to ODD. Through ODD, you can customize your delivery options, including scheduling a delivery, placing a vacation hold, or selecting a DHL Service Point for pickup.
What Should I Do If I Receive An Incorrect Or Faulty Item?
If you receive an incorrect or defective item, please contact our Client Services Center with your proof of purchase/order number, a short description of the issue, and supporting images. We will work with you to resolve the issue as quickly as possible.
