1.1 Why should I create a user profile?
Before placing an order, you need to create a user profile. When you log in to your user profile, your personal details are already stored so that you don't have to enter them again when placing a new order. You also have access to your account, where you can get a full overview of your profile, pending orders, order history, shipping and payment details.
1.2 I forgot my password / username?
If you forgot your password, just click the "Forgot password" link and we will send you an automated email with information on how to reset your password. A forgotten username can be retrieved directly via email.
1.3 Can I track my order?
You can always track the status of your order through the website. You can do this by logging in on the site and under MY ACCOUNT, select ORDERS.  Here you will find an overview of all the orders you placed. If you click on the order that you are looking for, you can request the status of the order with the help of the order number you received in the confirmation email.
1.4 Where is my order?

We know how important it is to receive your goods when you expect them, especially if you've ordered something for a specific occasion, and we use a large network of couriers to deliver goods. We allocate the courier to deliver your order based on the delivery method selected. Please note if your order was not fully in stock it will be shipped via Freeshipping, this was also displayed at the payment. With a delivery time of 10-20 days, excl. weekends and holidays. Once the order has been fully processed find your TT code on the website when you login. The shippingcosts will be refunded automatic.

We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. Fash on Fleek cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

1.5 Has my order been shipped out yet?
All orders ships out within 1-3 days. Please note all orders made Saturday and Sunday will be processed the following Monday. A despatch email notification will be sent upon your order being shipped. If you have not received an email notification in this time please contact our customer service team [email protected]
1.6 My order is wrong or faulty.
If your order is wrong or faulty please contact [email protected] with your name, order number and item name. We will aim to answer your emails within 48 hours.
1.7 How can I return my order?
You have the right to cancel your order within 14 days after receipt without giving any reason. You have after your cancellation again 14 days to send your product back. You will then be credited with the total amount, including shipping. Fash On Fleek will refund or exchange an item, provided that it has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached. It needs to be in the same state as we have sent it. Cosmetics, jewelry and underwear/swimwear bottoms are final sale for hygienic reasons. If such items are returned a charge for the shipping will be made to your account and the items will be returned to you. In the event of a return, shipping and handling charges of returned merchandise are not refundable. All sale items are a final sale and cannot be exchanged or returned. Only the costs for the returning are for their own expence. If you use your right of withdrawal, the product will be with all accessories, be returned in its original condition and packaging to the entrepreneur. To exercise this right, please contact us via [email protected]  Please allow us up to 5 working days or 10 working days in busy periods to process your return & refund after it has been delivered to us. You will receive emails to update you upon your refund. All refunds are issued through your original payment method.
1.8 Have you received my return?
Upon receipt of your return, we will send an confirmation email when your return has been received. Please allow up to 10 working days in busy periods for an exchange or refund to be processed.
1.9 I have a storecredit/discount-code. How do I use it?
If you have selected the items you want to order and ready to go to checkout you should see in "Shopping Bag" the section: "Discount code" There you can enter your storecredit/discount-code. Press the button "Apply" to add the discount to your order. If you did it correctly you will instantly see the discount subtracted from your subtotal. If your total order is 0,00 then choose "Bank transfer" as payment method. If there is an amount left to pay you should use the usual payment method. Once it is succesfully proceeded you will receive a confirmation mail with an overview of your order.
1.10 I have an amount left on my storecredit/discount-code but I can't use the code again. What to do?
The storecredit/discount-code is only usable once. If there is a amount left on your code please contact: [email protected]. They will provide you with a new code for  the remaining amount. This code is also only usable once.
1.11 I used my storecredit/discount-code but something went wrong and now I can't use the code again. What to do?
A storecredit/discount-code can only be used once. If you use it and something goes wrong by accident the code is no longer valid. If that happens please contact:[email protected]. They will provide you with a new storecredit/discount-code.
1.12 Where can I find a size guide?
All size information can be found on our size gide page.
1.13 Are your payment gateways secure?
Shop with confidence as we use Stripe payment gateway which is extremely secure and also provides customers with buyer protection.
1.14 Did my order payment go through?
If you have received a confirmation email with your order number, your order has gone through successfully. If you are still unsure, please email [email protected] and our Customer Service Team will confirm whether your order was successful.
1.15 Can I cancel my order?
Unfortunately we are unable to cancel orders once payment has been made. However, you can return the parcel to us should you wish, and a refund will be given.
1.16 Do you offer prepaid returns?
Fash on Fleek do not currently offer prepaid returns labels. We recommend that you return your items via a tracked/recorded method so that you can track it's whereabouts should there be a delay.
1.17 I have a complain?
We kindly ask you to pass on your complaints by email: [email protected] We will review the complaint and attempt to everyone's satisfaction to resolve the complaint. Upon receipt of your complaint, we will strive to answer this within two days of receipt. If this does not lead to a solution, it is possible to sign up for dispute mediation by Foundation Webwinkelkeur. From February 15, 2016 is for EU consumers also possible to log complaints via the ODR platform by the European Commission. When you treat complaints not elsewhere then you are free to file your complaint using the EU platform.
1.18 Are there any Duties costs?
No, orders shipped via Freeshipping are sent as a 'GIFT' 'to avoid additional costs. May you receive a bill, please send us a copy and we will refund the full ammount.
1.19 Customs won’t release my order. What do I do?
If your order have been confiscated, we willl ship it again FREE OF CHARGE. Please note that is not a requirement, this is an extra service we use in favor of our customers. Mail to our Exchange Service for your voucher: [email protected]
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