F.A.Q

1. Shopping and Product Information:

• How do I know which size to order?

  • We provide a detailed size guide on each product page to help you choose the perfect fit. You can also refer to our size conversion charts if you're unsure. If you're between sizes, we recommend checking the product description for specific sizing tips or reaching out to our customer support for assistance.

• Do you restock sold-out items?

  • Some of our most popular items may be restocked. You can sign up for notifications on the product page, and we'll alert you if it becomes available again. Alternatively, follow us on social media for restock announcements.

• What fabrics/materials are used in your products?

  • You can find detailed fabric and material information on each product page under the "Details" section. We strive to use high-quality, durable fabrics to ensure both comfort and style.

• How do I care for my clothes?

  • Each garment comes with specific care instructions. Generally, we recommend following the washing and drying instructions found on the label inside the garment. For delicate items, hand washing or using a gentle cycle with cold water is best. Always avoid harsh detergents and air-dry whenever possible.

• Can I customise or personalise an item?

  • Some of our items offer customisation options, such as monogramming or choosing unique colourways. If customisation is available for a product, you’ll find details on the product page along with additional costs or processing time.

2. Ordering and Payments:

• What payment methods do you accept?

  • We accept all major credit and debit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, Google Pay, and other popular digital payment options. In some regions, we also offer Buy Now, Pay Later services like Klarna or Clearpay.

• Can I modify or cancel my order after it's placed?

  • Once your order has been placed, we start processing it immediately to ensure prompt delivery. Unfortunately, we are unable to make changes or cancellations at this stage. However, you can always return or exchange your item once it arrives by following our returns policy.

• Do you offer gift cards or gift wrapping?

  • Yes! We offer digital gift cards that can be emailed directly to the recipient. We also provide gift-wrapping services for select items at checkout, making it easy to send the perfect present.

• Do I need to create an account to place an order?

  • No, you don’t need to create an account to place an order. You can check out as a guest. However, creating an account allows you to track orders, save shipping details for faster checkout, and receive exclusive offers.

3. Shipping and Delivery:

• What shipping methods do you offer?

  • We offer a range of delivery options including standard, express, and next-day delivery. You can choose the option that best suits your needs at checkout. For international customers, we also offer worldwide shipping through trusted couriers.

• How long does delivery take?

  • Standard delivery typically takes 3-7 working days, while express delivery arrives within 1-3 working days. International orders may take longer, depending on your location and customs processing times.

• Do you ship internationally?

  • Yes, we ship to most countries worldwide! During checkout, simply select your country to see the delivery options and costs available for your region. Please note that international customers are responsible for any customs duties or taxes.

• How can I track my order?

  • Once your order has been dispatched, you will receive a tracking number via email. You can use this number to track your parcel on the courier’s website or through your account on our website.

• What should I do if my order is delayed or lost?

  • If your order is delayed or appears to be lost, please contact our customer service team with your order number, and we’ll investigate the issue. If your parcel is confirmed as lost, we will either reship your order or issue a refund, depending on your preference.

4. Returns and Exchanges:

• What is your returns/exchange policy?

  • We accept returns or exchanges within 30 days of purchase, as long as the item is unworn, unwashed, and in its original condition with all tags attached. Sale items may be final sale—please check the product page for specific return eligibility.

• How do I initiate a return or exchange?

  • To start a return or exchange, simply visit our Returns page and enter your order number and email address. You will receive a prepaid returns label for UK orders. For international orders, shipping costs are the customer’s responsibility.

• Can I return sale or clearance items?

  • Clearance and sale items are typically final sale and not eligible for return or exchange unless the item arrives damaged or defective. Please refer to the product page for specific return eligibility.

• How long does it take to process my refund?

  • Once we receive your returned item, we will process your refund within 5-7 working days. You will receive a confirmation email once the refund has been issued. The refund will be credited to your original payment method.

• Can I exchange my item for a different size or colour?

  • Yes, exchanges are allowed for a different size or colour of the same item, subject to availability. Please follow the exchange process on our Returns page, and we’ll ship the new item once we receive the original one.

5. Discounts, Offers, and Promotions:

• How can I use my discount code?

  • You can apply your discount code at checkout. Simply enter the code in the “Promo Code” box, and the discount will be applied to your order before payment. Please note, only one promo code can be used per order.

• Do you offer student discounts, or first-time buyer offers?

  • Yes! We offer exclusive discounts for students and first-time buyers. To access the student discount, you may need to verify your status through our partner platform (e.g., UNiDAYS). First-time buyers can sign up for our newsletter to receive a special offer on their first purchase.

6. Customer Service and Accounts:

• How can I contact customer support?

  • You can reach our customer support team via email at support@fashion.com, or through our live chat available Monday to Friday from 9 AM to 6 PM (GMT). We’re here to help with any questions or concerns!

• How do I reset my password?

  • If you’ve forgotten your password, click on the “Forgot Password” link on the login page. Enter your email address, and you’ll receive a link to reset your password.

7. Sustainability and Ethical Policies:

• Is your clothing ethically sourced?

  • Yes, we are committed to ethical sourcing and ensuring fair wages and safe working conditions for all workers involved in our supply chain. We partner only with factories that meet our ethical standards, and we regularly audit our suppliers to maintain transparency.

• Do you use eco-friendly packaging?

  • We are dedicated to reducing our environmental impact. Our packaging is made from 100% recycled materials and is fully recyclable. We also use minimal plastic in our packaging and encourage customers to recycle.