FAQ
How can I place an order on orialifirenze.com?
For us, online shopping should always be as easy and exciting as shopping in one of our flagship stores or at one of our wholesale partners.
Navigate using the menu, filter, and/or search functions.
Select a shirt or accessory by double-clicking to access the details page with more information. Select the color, fit, and size if it's a shirt, then add it to your cart by clicking "Buy Now." (If you're unsure of your size or shirt preferences, consult our Size Guide.) Continue browsing our site until you've finished your order. To proceed with payment, click the cart icon in the top right and follow the clear instructions in the checkout process to review and complete your order, specifying your shipping address, shipping method, and payment method. We recommend creating an account with us to make your next visit even easier and more personalized, but you're always welcome to use guest payment. You'll see the contents of your cart and the total cost.
The checkout process will open to an order confirmation page, where you will see your order number.
I have a discount code. Where can I enter it?
Enter your discount code during the checkout process, in your order summary.
How do I know if you've received my order?
We will send you a confirmation email with the list of items ordered and your chosen payment method.
Can I change or cancel my order?
Unfortunately, once you've placed your order, we can't cancel or change it directly. However, we always offer free returns, so if you wish, you can return the items and place a new order.
Can I buy a gift card on orialifirenze.com?
Unfortunately, we are currently unable to offer or process gift cards on orialifirenze.com. However, Oriali gift cards are available (and appreciated) in our flagship stores.
What payment methods are available on orialifirenze.com?
Security and convenience are our guiding principles when it comes to payment methods. Globally, Eton offers secure credit card payments from:
VISA
MasterCard
American Express (Amex)
We also offer the ability to send and receive payments online securely and conveniently via PayPal .
We offer additional local options, listed at checkout in the "Payment Options" section of your local marketplace.
To learn more about payment methods, see the Terms of Use and Service.
How much does shipping cost?
Shipping costs may vary depending on the shipping method chosen and your location.
Free shipping in Italy.
Will my package be charged customs and import fees?
Customs and import duties are included in the price in all markets except the USA, Canada, Switzerland, Japan, South Korea, India, Bermuda, the Dominican Republic, Iceland, Kenya, and Vietnam. For practical reasons, sales tax will be added to the order price in these countries.
What are Master SecureCode and Verified by Visa?
Providing you with a safe shopping environment is important to us. Verified by Visa and MasterCard SecureCode help protect your card from unauthorized use when shopping online.
If your bank or card issuer participates in one of the two security services and you haven't yet registered with a participating merchant, Eton offers you the option to sign up for Verified by Visa or MasterCard SecureCode at checkout. Simply register (the instructions are linked directly to your card issuer) and set your new personal password once your card issuer has confirmed your identity before continuing shopping. This is a one-time registration process, so you can use the same password for all future purchases at participating merchants. Alternatively, you can contact your bank directly to register or visit the Verified by Visa or MasterCard SecureCode page for more information.
Can I request a tax refund on a purchase made on your site?
Unfortunately, we can't assist you with this. Please contact your local tax office, which should be able to assist you. All VAT information is included in the order confirmation attached to your order.
Can I use a gift card?
Unfortunately, we are currently unable to sell or accept gift cards as payment.
How do I know when my order has shipped?
As soon as your order ships, you'll receive an email with a link to track your package. Click the link to track your shipment as it arrives.
How can I track my order?
As soon as your order ships, you'll receive a shipping confirmation with a tracking code. You can also log in to your account to view the status of your order. If you haven't received a shipping confirmation, please contact us with your order number and we'll be happy to assist you.
What are the delivery times?
Italy
2-5 business days
Exceptions: Please note that deliveries to Northern Sweden and the islands may take an additional day.
All other European countries
4-7 business days
USA, Canada, all other countries
6-9 working days
Please note that we process, pack, and ship all orders placed before 2:00 PM CET on a business day the same day. If placed later, on a weekend or public holiday, we will ship the order the next business day. (If you live outside the EU, please be aware of time zone differences and/or public holiday differences.)
Please note that during periods of high demand, such as sales, delivery may take longer.
Can I change the delivery address after placing my order?
In most cases, yes. Please contact us as soon as possible and let us know the address you wish to change and the new delivery address. Please use the email account you used to place the order and remember to include your order number so we can maintain high levels of delivery security.
Can I order online and pick up in store?
Unfortunately, we don't currently offer this service. However, you can always contact the specific store directly for information on availability. You can find a list of our retailers and available collections in our store locator.
The courier is unable to deliver my order, what can I do?
Contact them directly for further assistance and they will be able to assist you. BRT, FEDEX, and DHL typically make up to three delivery attempts, after which your purchase will be forwarded to their local customer service team.
Why haven't I received my purchase?
If your order is delayed, we'll always try to contact you with an updated delivery date. Please note that our sales periods may require longer delivery times. We're always happy to help, so don't hesitate to contact us with any questions about your order.
Can my order be delivered to an overseas address?
Yes, simply change the country you're purchasing from to the country you'd like your order shipped to. You can still use your account when purchasing from sites in other countries. Please note that the currency varies depending on the destination country.
Can I buy something as a gift or Christmas present on orialifirenze.com and have it delivered to someone else?
Yes, absolutely: just enter the recipient's name and address as the Shipping Address and yours as the Billing Address. While we're unable to offer a selection of gift wrap options, our exclusive gift wraps are designed for this purpose. Please note that information regarding returns, etc., will be included in the delivery.
Do you have an overview of the different types of shirts you offer?
Yes, visit this guide to our assortment and this page for style tips and inspiration.
How often do you upload new shirts to the site?
We typically upload new products weekly. To stay up-to-date on our latest news and get style inspiration, subscribe to our newsletter.
Do you offer extra long sleeve or plus size shirts?
In addition to the standard sleeve length, we offer shirts with extra-long sleeves, meaning the sleeves and shirt length are 5 cm/2" longer. Please see our size guide for more information on sleeve length in your size.
I lost a button: how can I get another one?
Contact us and we'll make sure your Oriali shirt is back in your closet as quickly as possible and for as long as possible. Send us a photo of the type of button you need replaced, along with a photo of the care label, including an 11-digit item code that will help us correctly identify your shirt. Let us know the number of missing buttons, your full name, and your address.
How do I choose the right size?
If you're having trouble finding the perfect size, check out our size guide.
How can I best take care of my Oriali shirt?
Paying more attention to how you wash and care for your clothes will not only prolong their life but also help reduce their environmental impact. For more tips, see our care guide.
What is your return or exchange policy?
We hope and believe you'll be satisfied with everything you order from us, but if something isn't right, we have a 14-day global return policy. What are your return policies?
The item(s) must be in the same condition in which you received/purchased them. You are welcome to try on your purchase to see if it fits you and is as you expected, but other than that, it must be unused. Be sure to keep the labels and include them when returning the item. If you return an item online, invalid returns will be returned to you without a refund.
How much does return shipping cost?
Returns on orialifirenze.com are generally free. However, Oriali will charge a fee for returning items purchased on sale.
I live in the EU: how can I return an item purchased on orialifirenze.com?
Are returns free, and can you return any item purchased on orialifirenze.com?
Within 14 days of delivery. To return an item, simply follow the instructions included in the package, using the return label provided and completing the "Returns Proforma Invoice" form. Please note that you will be asked to enter a reason code indicating the reason why you wish to return your purchase.
Detailed instructions
Please use the Oriali shipping box to return your items.
Log in to our returns portal to register your return. Select the items you wish to return and specify the reason for the return. Then follow the instructions to ship your order back. Click here to access the returns portal.
Make sure the box is shippable (i.e., closed, securely taped, and/or packaged). Include the prepaid return label.
Depending on how the return label is marked: A) If the return label is marked BRT, schedule a pickup by contacting your local BRT office. B) If the return label is marked FEDEX or DHL, take the package to the nearest FEDEX or DHL Express office/access point or schedule a pickup via dhl.com. Please note that DHL requires returns of express deliveries, including all Original deliveries, to be specifically made from a "DHL Express" access point or booked via their website. C) Please keep your receipt.
Returns are free, and you can return any item purchased on orialifirenze.com within 14 days of delivery. To return your item, simply follow the return instructions included in your package. Please note that we require a reason code indicating the reason for your return.
Please also note that if you live outside the EU, you must sign the three "Return Proforma Invoices" received with your delivery. Place one in the return package, attach one to the outside of the package, and keep one handy for the scheduled pickup/delivery (keep this for your records later).
Please use the Oriali shipping box to return items.
Complete and sign the three (3) Return Proforma Invoice forms provided with your order, including the total return amount and VAT; this information can be found on your invoice or order confirmation email. (Please note that you must enter a reason code.)
Please place one (1) of the Return Proforma Invoice forms in the box, along with the items you are returning.
Make sure the box is shippable (i.e., closed, securely taped, and/or boxed).
Attach the prepaid return label and the second (2nd) Return Proforma Invoice to the outside of the package. They must be clearly visible. Schedule a pickup through brt.it
Please keep your receipt and your third (3rd) Returns Proforma Invoice form.
I don't live in the EU (including the UK after Brexit) — How can I return an item purchased on orialifirenze.com?
Returns are free, and you can return any item purchased on orialifirenze.com within 14 days of delivery. To return your item, simply follow the return instructions included in your package. Please enter a reason code indicating the reason you wish to return your purchase.
Also note that if you live outside the EU, you are required to sign the three "Return Proforma Invoices" you will receive with your delivery. Include one in the return package, attach another to the outside of the package, and keep one handy for the scheduled pickup/delivery (keep it for your records later).
Please use the Oriali shipping box to return your items.
Complete and sign the three (3) Returns Proforma Invoice forms provided with your order, including the total return amount and VAT; this information can be found on your invoice or order confirmation email. (Please note that a completed reason code is required.)
Please include one (1) of the Returns Proforma Invoice forms in the box, along with the items you are returning.
Make sure the box is shippable (i.e., closed, securely taped, and/or boxed).
Attach the prepaid return label and the second (2nd) Return Proforma Invoice form to the outside of the package. They must be clearly visible.
Schedule a pickup through brt.it
Please retain your receipt and the third (3rd) Proforma Return Invoice form. Be sure to sign all three Proforma Return Forms included with your original order and leave one in the package, attached to the package, and have one available when you pick up/drop off your package (keep this for your records).
How can I book a pickup with BRT?
Go to brt.it.
Click "Book a Pickup" in the left menu bar.
Select whether you have pre-printed labels and enter the tracking number. You'll find it on the return label.
Enter the required pickup address information. (Your BRT account number should not be necessary.)
Please enter the necessary information on the package. (Approximately 500 grams/18 oz per shirt)
Select your delivery option. (In the US and Canada, we only offer FEDEX ground delivery.)
Select the date and time for pickup and click "Next".
Review the pickup details. Click "Next."
Your pickup request has been received and a BRT driver will be scheduled to pick up your package(s). The delivery request number will be displayed at the top of the page. Please retain it until pickup, if necessary.
Done
Within the desired time frame, BRT will collect the package for you and deliver it to us for return.
If you are returning via DHL, please follow the instructions on their website or contact us for further information.
How can I schedule a pickup with Fedex?
Please use the Oriali shipping box to return your items.
Complete and sign the return form included with your order. Place it in the box with the items you wish to return. (Note: You must enter a reason code.)
Make sure the box is shippable (i.e., closed, securely taped, and/or boxed).
Attach the prepaid return label.
If your return label says FedEx, visit FedEx.com and select "Shipping" from the top menu, then "Schedule and Manage Pickups." Enter your information as directed in the form, including where the courier should pick up the package(s), then click SUBMIT to submit the form.
Save confirmation.
Can I customize my shirt?
Yes, of course: our Made to Measure service is an easy-to-use service available on orialifirenze.com, with a complementary option in-store.
Online, we offer an essential CM service package that includes the ability to:
• Adjust the length of the torso and/or sleeves of the shirt
• Choose the type of collar and/or cuffs
• Add a custom monogram
If you're a long-time Oriali customer, you may be familiar with a similar service called Made to Measure: Made to Measure is our current option.
The essential "Tailor-Made" service package includes the possibility of:
• Adjust the length of the torso and/or sleeves of the shirt
• Choose the type of collar and/or cuffs
• Add a custom monogram
The extended package of "Tailor Made" services also includes the possibility of
• Adjust the width of the chest, waist, cuffs and/or collar
• Add contrasting details inside the collar or cuffs
• Select contrasting buttons/button color
• Select the contrasting button thread and buttonhole thread
What are the delivery times for a custom shirt?
Whether you order online or in-store, your shirt will be sewn and delivered to you, or to the store if that was your point of purchase, within 25 working days.
What happens if I order both custom-made and ready-made shirts at the same time?
We will deliver your standard shirt first within our standard delivery times and your custom-made shirt in a second delivery within 15-20 business days, including the time it takes to sew your custom shirt.
Can I return a custom-made shirt?
Under distance contracts, the right of return does not apply when an item is specifically made to your specifications. Every custom-made shirt is unique. For this reason, we ask you to be careful when ordering, as well as consider sustainability, as your shirt is unique. However, we want you to be satisfied with your Oriali experience. If for any reason you wish to return a custom-made shirt ordered online, we will accept your initial return. Contact our customer service and we will assist you.
How do I subscribe to your newsletter?
Enter your email address here to receive style inspiration and the latest news.
How do I change the language on the website?
The site automatically changes the language depending on the country you are browsing from, but you can change the language manually as you prefer.
I forgot my account password. What should I do?
Go to your account in the upper right corner of the page. Instead of entering your email address to log in, go to the line asking if you forgot your password to reset it. You'll receive an email with simple instructions on how to set up a new one.
For further questions, please do not hesitate to contact us.
