FAQ
My Account
Who can order at fashionette?
Our customers have to be at least 18 years old and live in the EU to order from our Online Shop. We only deliver to private households.
How can I create a customer account?
In the menu bar, you can click on “Login” if you wish to create a new account. Otherwise, you can decide whether to create an account during the order process when you are inserting your personal data for a new order in our shop.
I forgot my Password, what can I do?
In case you forgot your password, go to the login page and select “Forgot password?”. Then enter your e-mail address, which you also stored in your customer account, and click Reset password. Then you will receive an e-mail with a link to reset your password. Click on the link and enter your new password. Confirm your entry with "Save new password”. Afterwards the login page appears and you can log in with your e-mail address and your new password.
Why does the password reset link not work?
Please always use the latest link to reset your password, which we have sent to you and use it within 2 days after delivery, otherwise the link will be invalid due to security reasons.
How can I change my personal data?
You can change your data directly in your customer account by clicking on "edit". Please note, that you cannot change your stored e-mail address later. We ask you always to announce with the e-mail address you have stored, as we may only pass on information about orders to this e-mail address due to data reasons. For your own safety we must advise you to always modify your data yourself. If you have any questions, please contact our customer service center. They will be pleased to help you.
How do I close my account at fashionette?
You can close your account via E-Mail or post to:
fashionette GmbH
Schloss Elbroich
Am Falder 4
40589 Düsseldorf
service@fashionette.co.uk
How safe is my personal data?
Our Online Shop is Veri Sign tested. This certificate proofs our identity and our legitimacy. Your customer- and order data is exclusively submitted SSL-encoded. To get further information please see our data privacy statement.
Order / Delivery
How do I order at fashionette?
- Select an item
- Put the item in your shopping bag and enter your voucher code (if you have one)
- Enter your invoice adress and (if differing) delivery adress
- Add payment data
- After adding your payment data, please klick on the "Ok, go on" Button
- Check your order and close it via the "Buy now" button
After closing your order, a confirmation E-Mail will be delivered to your declared E-Mail adress.
If you do not get our confirmation E-Mail, please check you Spam folder or contact our customer service team.
How long does the delivery of my order take?
If you have placed your order by standard shipping during weekdays before 4pm, we will ship your order at the same day, if we have no questions regarding your order. We deliver your order within 4-6 working days.
Do I have to pay shipping costs?
"Standard shipping" to the UK (Northern Ireland, Jersey, Guernsey and Isle of Man excluded) is free for orders over 200,00 GBP.
If your order is less than this amount, the shipping costs are 10,00 GBP.
Please note, that in case of a return, the shipping costs will not be refunded.
Is it possible to repeatedly deliver my order?
In case we cannot meet you in person, when we are trying to deliver your order, our supplier UPS will try to meet you one more time. If we can not deliver your order two times, you will receive a failed delivery notice and can call our supplier UPS. Only then the third and last try to deliver the order will take place.
Is it possible to pick up my order in person?
We ship your items with an external logistics provider, hence it is not possible to pick up your order in person.
In which countries does fashionette deliver?
An order on fashionette.co.uk can only be delivered to a delivery address in the UK (Northern Ireland, Jersey, Guernsey and Isle of Man excluded). However, fashionette is also represented in the following other countries: Germany (.de) Austria (.at) Switzerland (.ch) Netherlands (.nl) France (.fr) Italy (.it) Sweden (.se)
Payment
When is the value of my order being charged?
Generally we charge your order immediately after the order has been processed.
Are the shown prices including VAT?
Yes, all our prices include VAT (varies in countries).
Which payment methods do you offer?
Our customers can choose between the following payment methods:
- Credit card (Master Card, VISA, American Express)
- Paypal
What is the CVV- / CVC- card test number?
On your VISA or Mastercard the card test number is the last three numerics in the signing line on the back of your credit card.
On an American Express card you will find the four-digit card test number on front.
What happens in case of a chargeback/ delayed payment?
In case we cannot debit the amount due, you will get a friendly reminder by e-mail. We will not be able to charge your credit card afterwards anymore if there has been an outstanding amount. The administration fees will be charged to your credit card.
When do I get the money for my return?
We’ll give you a full refund within 14 days from the date when your return is registered at our warehouse. The refund will be made back on to the payment method you used for your order.
Returns
Who is liable for any damage on my product?
Before you claim any damage on your ordered item(s), please check, whether this damage is a sign of usage or if there is any lack of quality. fashionette disclaims the liability of damages that are normal signs of usage. Sensitive and fine leathers can have signs of wearing faster than more restistant types of leather, especially on the handle or at the bottom. If your handbag shows any signs of inferior quality please contact our customer service team. We will try to have your product repaired by a specialist. This generally free service can take up to a few weeks.
Flaws can be lose stitchings, studs, bails or handles. Also zippers and metall details of your bag can be repaired quite well, as long as the label of your item does offer this service.
I do not like my ordered article, can I send it back?
Of course you can! Within 30 days you can send your order back to us without giving any reasons. Please note that you will not receive an updated invoice. The return has to be send to:
fashionette GmbH
Im Lekkerland 2, Unit 6
46147 Oberhausen
Germany
What to consider when returning item?
Jewellery is made of precious metals like gold, silver, rose gold, platinum and alloys. Each of these materials requires special cleaning and storage.
Please note that returns can only be accepted:
- with the original packaging
- with all the item components included
- jewellery was only tried on for testing
- without any cosmetic residue on the item
Returns of underwear and swimwear are only accepted if the items have not been worn. The hygiene label must still be attached to the item and cannot be removed.
How do I send back items?
Sending an item back to us is free of charge if you use the pre-paid UPS return label and bring the parcel to a UPS access point or shop.
Can I exchange my order?
If your item does not look like you expected it to (does not have the right size, a different colour etc.), please send it back to us. It is not possible to exchange your item against another. Please place a new order to have the right item delivered.
Do I have a right of withdrawal at fashionette?
Yes, you do. Either you can make use of your withdrawal of 14 days or your voluntary return policy of 30 days.
You can resign from your contract within 14 days by sending your withdrawal via e-mail, post or fax to us. Furthermore you can resign from this contract by sending back your ordered item within the return policy of 30 days. See more information about our right of withdrawal and our voluntary return policy in our general terms and conditions. Please adress your withdrawal at:
fashionette GmbH
Schloss Elbroich
Am Falder 4
40589 Düsseldorf
E-Mail: service@fashionette.co.uk
In case we have already charged your credit card or account we will of course refund your money as soon as possible.
Vouchers
How do I use my voucher?
Enter your voucher code in your shopping bag after klicking on "redeem". Afterwards you will have to klick "redeem" once again. The value of your voucher will be taken off your order automatically.
Can I buy vouchers at fashionette?
Right now fashionette does not offer gift vouchers.
Newsletter
What is the newsletter?
In our newsletter we inform you about our products and trends - of course this service is for free.
What are the advantages of subscribing to your newsletter?
By subscribing to our newsletter you will receive the newest information about our products and promotions. So you can reserve your favored item, before anyone else can see it.
How do I subscribe to the newsletter?
You can subscribe to our newsletter via our "newsletter-sign-up" (on our welcome page) with your E-Mail address. Alternatively you can subscribe in your account by chosing "general subscription" under "my newsletters" in your customer settings.
How do I sign off from the newsletter?
In case you would like to sign off from our newsletter please inform us via E-Mail at service@fashionette.co.uk or use the sign-off-link at the end of the newsletter.
Other questions
I would like to have a special product
Please send us your wishes for our online shop via E-Mail. We will ask our buying department if it is possible to add your suggested bags to our product line.
Yesterday my favoured bag was still online, today it is gone. Does that mean it is already sold out?
Unfortunately it does. The number of items of one product varies. Sometimes we only have a very small amount of items. If your favoured bag has been reduced, it is possible that it has been sold off very quickly. All bags that are shown in our online shop are available.
Do you get subsequent deliveries of the sold out items?
Please contact us, in case you would like to know if a certain item will be available again. If you have subscribed to our newsletter we will inform you immediately about all our new items in the shop.
