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FREQUENTLY ASKED QUESTION

1. How do I place an order?

  1. First step is to register with us as a member by clicking here.
  2. All you need to do now is browse! You can search for something specific by using the search bar or if you’re looking for a particular type of item you can browse by category located along the top of the page. Our latest items are located under the WHAT’S NEW category link and you can filter your search by size and colour. 
  3. Once you have found the item you want, select your size and click on the ADD TO CART button.
  4. You can either click on the ‘Continue shopping’ button or review the items in your cart by clicking on ‘View cart & checkout’. 
  5. If you’re happy with the items in your shopping bag, click ‘PROCEED TO CHECKOUT’ to complete your order. If you have a discount code you’d like to use, key it in the box provided before checking out. 

2. What do I do if there's a problem with my order?

Our customer service representatives are more than happy to help you. Email us at [email protected] or call 1 300 88 6060. For international customers, our number is +603 6151 6060.

3. What payment methods do you accept?

You can either pay by:

  • Visa & Mastercard
    If you check out in a currency other than your credit card’s currency, you may be subject to a currency-conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees.
  • MOLPay Payment Gateway (FPX)
  • PayPal
    If you pay through PayPal, PayPal will provide automatic currency conversion based on the current rate for MYR. Kindly note PayPal's currency conversion fee is added to the exchange rate, set by an external financial institution. Contact PayPal directly for more details regarding how they determine their currency conversion rates and fees. 
  • Cash on Delivery

4. I couldn't proceed with payment and my order status is Pending. How do I proceed?

Kindly contact us immediately via email, call or live chat and we'll assist in canceling your order so that you can place a new one. We'd ask for your kind assistance not to bank in/transfer the amount to our bank account as we can't guarantee the item you purchased is still in stock. In the case that you made a payment manually, we will have to refund you in store credit.

5. Can I cancel my order?

Yes, you can but you will need to call us on our hotline as soon as possible so that we won’t process your order. Kindly note that all refunds for cancellation will be in store credit.
If it’s too late to cancel your order, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Please find 'Return' section below.

6. How do I cancel an item from my order?

You will need to call us at our hotline as soon as possible.
If it’s too late, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Please contact our Customer Service representatives here .

7. Why was my order canceled?

In most cases, orders are automatically canceled if we do not receive payments from you via MOLPay/PayPal. However, if the amount has been deducted from your bank account, kindly email us at [email protected] and we'll sort it out right away!

8. How do I add an item to my order after checking out?

You will need to make a separate order altogether.

9. I received my order, but one of them is missing. What do I do?

We are terribly sorry about that! Please email us your order ID and the item you did not receive to [email protected]

10. I've received an incorrect item in my order.

We are terribly sorry about that! Please email us your order ID and the item you did not receive to [email protected]. You will then need to return the incorrectly received item back to us. Click here for information on how to return an item.

11. Do you restock items?

Some items are restock able. Whenever we get a restock, we will usually announce it in our newsletter, so it’s good to check frequently.

12. Can you let me know when an item has been restocked?

Unfortunately, we are unable to do so. Sorry! We usually announce restocked items in our newsletter and Instagram, so don't forget to subscribe and check frequently!

1. Do I need to register to shop?

Registering with us helps speed up the ordering process for you, as we would already have with us your billing and shipping details. It also allows you to keep track of your current and past order, and payment status.

2. How do I create an account?

Click here to register by filling in your details and following the instructions.

3. By registering, will I automatically receive updates on new arrivals and any ongoing sales and promotions?

No, not unless you sign up to our newsletter. By signing up, you will be the first to know of our new arrivals, exclusive discounts, promotions and flash sales.

4. Will you pass my details to any other companies?

No, we will not pass your details on to other companies. Don’t worry! All information you provide us with is strictly confidential and will not be shared with any third parties.

5. What do I do if I have forgotten my password or my password does not work?

If you’ve forgotten your password, just click the ‘Forgotten Your Password’ button and it will be emailed to you right away. If you still do not receive an email, write to [email protected] and we will assist you promptly.

6. What is your online security policy?

We want to make sure you’re safe and secure when you’re shopping with us online. Rest assured we do not sell nor disclose any customers' personal information to other parties for any purposes.

1. What is your returns policy?

Returns are accepted if returned within 30 days of receipt (for local and international orders) in exchange for FV Store Credit only. Only clothes that are unworn unaltered, unwashed and in its original packaging with returns label still attached can be returned/exchanged.

For exchanges, kindly indicate the new size/color you'd like to exchange with in the return form. If the item requested is not available in stock, we will have to give you store credit instead. If you'd like to exchange to a different item altogether, we will first refund you in store credit and you may place a new order for the item.

Beauty products, stationery, intimates, swimwear, accessories (including jewelry, bags), headscarves (including inners), home and living products (including candles, diffusers) are non-returnable. Sale and markdown items are also non-returnable and non-exchangeable.

For returns and exchanges, customers are advised to notify us first at inf[email protected] by quoting the order number and product details.

We do reserve the right not to allow the return of products or refund of any transactions although the condition above is met.

Please refer below for our terms and conditions:

Returnable Exchangeable
Full price items YES YES
Items purchased with coupon or discount code YES* YES*
Sale and markdown items NO NO
Skincare and beauty products NO NO
Home and living products NO NO
Stationeries NO NO
Intimates NO NO
Swimwear NO NO
Accessories, including jewelry and bags  NO NO
Headscarves and scarf inners NO NO

*Only selected codes apply. Please inquire further at [email protected] for codes that are returnable.

Items that are damaged, marked or altered will not be accepted. Any items returned under these conditions and/or fall under non-returnable categories will be sent back to the customer.

2. How do I return something to you?

For a step - by - step guide on how to return your item(s), please click here.

You can return any item to us within 30 days of receiving your order (just make sure your items are in the original condition and garment tags still attached). Please repack your items in the original packaging and ensure it is secured.

Malaysia
Returns can be dropped off at the nearest Poslaju counters or PostCo centers. Kindly keep a record of your return tracking number.

  • Poslaju
    Please fill in your return form, and Poslaju returns slip. Insert your return form in your parcel along with your item(s) and ensure it is packed securely in the original flyer you have received. Drop it off at the nearest Poslaju outlet and keep a record of your return tracking number.
  • Fashionvalet Stores (Bangsar Village II, Pavilion, Publika or IOI City Mall only)
    Drop off your parcel for free at one of our stores
  • PostCo
    Submit your return form here and click 'Return here' accordingly and repack your item(s) with tags intact in the reusable flyer provided.
    • Kindly select **FashionValet** as the retailer and fill in your details. Please ensure under “Order Reference” should start with FV100xxxxxx (FV1001123467).
    • If you are returning more than one (1) item, please select “others” and write down your items that are being returned.
    • Locate the nearest PostCo location near you by entering your address or postcode.
    • Fill in your remaining details and click **Download Return Form**.
    • Please print out the generated return form and paste it on your parcel. Please ensure your parcel is sealed securely. Parcels that are not secured and with no Postco return form in the front will not be accepted.

Singapore
Submit your return form here and click 'Return here' accordingly and repack your item(s) with tags intact in the reusable flyer provided.

  • Kindly select **FashionValet** as the retailer and fill in your details. Please ensure under “Order Reference” should start with FV100xxxxxx (FV1001123467).
  • If you are returning more than one (1) item, please select “others” and write down your items that are being returned.
  • Locate the nearest PostCo location near you by entering your address or postcode.
  • Fill in your remaining details and click **Download Return Form**.
  • Please print out the generated return form and paste it on your parcel. Please ensure your parcel is sealed securely. Parcels that are not secured and with no Postco return form in the front will not be accepted.

International
Please return your returns to the address below :

FashionValet Sdn Bhd
No.18-2, Jalan Teknologi,
Taman Sains Selangor 1,
Kota Damansara, PJU 5,
47810 Petaling Jaya, Selangor
Malaysia

Kindly be advised that for international returns/exchanges, shipping costs are borne by the customer and we are not liable until item reaches our office, as per our Returns Policy. For customs purposes, kindly declare the items as returns/defect. Do update us on the tracking number if you have it so that we can keep an eye out for your parcel.

For further information please email [email protected] and our customer service representative will be happy to assist you with the return process. Thank you.

3. Where can I find the Return Form?

You can print the return form here.

4. Can I exchange my item to a new size/color?

Yes of course! When you return your item to us, kindly state in the return form the new size/color that you want and we'll process it accordingly. If the item is not available in stock, we will have to give you store credit instead.

5. Will you refund me my delivery charge?

You may drop off your parcel for free at your nearest PosLaju branch with the consignment note provided in your parcel.

However if you did not get one and/or you get charged for your parcel, send us a photo of the receipt. We will then refund the amount accordingly to your store credit account.

6. I have been refunded the incorrect amount.

Do email us at [email protected] and we will update your store credit accordingly.

7. Have you received my returned items?

We will email you as soon as we receive and process the parcel to let you know that it is safely in our hands.

8. I returned an item and it was incorrectly refunded or replaced.

Do email us at [email protected] and we will check on your orders accordingly.

9. Can I come and collect or return a parcel in person?

We truly apologize as we don't accept walk-in pickup and/or returns at our warehouse. You may ship your item to us or arrange a free pick-up by emailing us at [email protected]

10. Will my reward points be refunded if I return my item?

Unfortunately, reward points are nonrefundable as it has been utilized for your prior purchase.

1. Where is your physical store located?

Our store is located at:

Malaysia:

BANGSAR VILLAGE
LOT 1F29-30, LEVEL 1,
BANGSAR VILLAGE II
JALAN TELAWI 1,
BANGSAR

+603-2202 2000

 

PAVILION
LOT 4.20.00 & 4.21.00,
PAVILION KUALA LUMPUR,
LEVEL 4 PAVILION KL,
168 JALAN BUKIT BINTANG,
55100 KUALA LUMPUR

+603-2110 2332

 

PUBLIKA

Lot 8, 9 & 10, Level G3
Publika Shopping Gallery, Solaris Dutamas. 1, Jln Dutamas 1, 50480
KUALA LUMPUR, MALAYSIA

+603-6211 1152

 

IOI CITY MALL

Fashion Valet IOI City Mall
G-60, Ground Floor, IOI City Mall,
IOI Resort City, 62505
WP PUTRAJAYA, MALAYSIA

+603-8957-8859

 Stay tuned to our social media pages for any updates on store opening elsewhere!

2. What item is available at your store?

We truly apologize as we're unsure of the exact items available. For more information, you may contact our store directly at the numbers found above. 

3. Can I collect reward points from offline purchases at your store?

Yes of course! Kindly provide your email at the cashier and we'll credit your account accordingly.

4. Can I utilize my internal credit/reward points for offline purchases at your store?

Unfortunately, no. However, you may try on any item at our store and ask for assistance from our staff to make the purchase online using your store credit, provided the item is in stock.

5. Can I return/exchange my online purchases at your store?

Please be informed that all online purchases can only be processed by our warehouse team. Therefore, you can just drop the item at our physical store and it will be returned back to us to be processed accordingly.

When can I get my order?

Order Day

Order Time

Ready for Collection at The Store

Monday – Friday

Before 4 PM

The same day, after 7 PM

Public Holidays

Anytime

Next working day, after 6 PM

1. If I choose Store Pickup?

Store Pickup is now available from Monday – Friday , excluding Public Holidays.

2. How will I know if my parcel is ready?

An SMS notification will be sent to you once your order is ready for delivery.

3. How long will the store hold my orders?

Yours orders should be picked up no later than 3 days from the date of your order. Failure to do so, your item will be returned back to our warehouse.
If you would like it to be reshipped, do contact our customer service line at 1 300 88 6060 or email us at [email protected].

1. Do you restock items?

Some items are restockable. Whenever we get a restock, we will usually announce it on our Facebook fan page, so it’s good to check frequently.

2. Can you let me know when an item has been restocked?

Unfortunately, we are unable to do so. Sorry! We usually announce restocked items on our Facebook fan page, so it’s a good idea for you to check regularly.

3. How do I stock/sell my products on your website?

Easy! Please email our buying team at [email protected] and provide photos of your product, website address (if any), price range and any relevant information that you think we should know.

4. What are your standard terms & conditions for sales using codes?

- For registered members only.
- Applicable once only in a single receipt.
- Discount codes cannot be combined.
- Cash vouchers and store credit are not exchangeable for cash.
- Most offers exclude brands dUCk and Studio 133 Biyan unless specified.
- Fashion Valet Sdn. Bhd. has the rights to amend their terms & conditions at any time.

5. Why is my discount code not working?

Please bear in mind that brand exclusions may apply and it's up to FV's discretion to omit them from the promotion. Apart from that, always remember that you must be logged in for the code to work!