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Frequently Asked Questions

1. How do I place an order?

First step is to register with us as a member by clicking here. 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. Once you have found the item you want, select your size and click on the ADD TO CART button. You can either click on the Continue shopping button or review the items in your cart by clicking on View cart & checkout. 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 +60327302100.

3. What payment methods do you accept?

You can either pay by: - Online banking (FPX) - Credit & Debit Card (Visa & Mastercard only) All our payment gateways capture payments in Malaysian Ringgit. For international cards, 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. - 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. - Grabpay *Malaysian Users only - hoolah It is a payment option that allows you to get the items you need via a 3-month installment plan with 0% interest. You can use either debit or credit cards from any banks to make your purchase. Do note that it is only valid for residents of Malaysia only and for orders of RM150.00 and above. Select hoolah as your payment option and we’ll help you divide the total amount into three interest-free installments. Pay only 1/3 of the amount upon checkout and receive your items first. For more information, kindly visit: https://help.hoolah.co/en/?ref=explainer - Maybank EzyPay Installment Plan Payment (IPP) Applicable to all Visa/ MasterCard/ American Express Credit Cards issued by Malayan Banking Berhad (Maybank) for orders of RM500.00 and above. You get to enjoy a 6-month installment plan with 0% interest. To opt for this option, you will need to choose Maybank EzyPay IPP as the payment method during checkout.

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 the payment gateways. 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, the details of the missing item and the photo of your parcel to [email protected]

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

We are terribly sorry about that! Please email us your order ID and the photo of the incorrect item received to [email protected] You will then need to return the incorrectly received item back to us. Please find 'Return' section below.

11. Do you restock items?

Some items are restock able. Whenever we get a restock, we will usually announce it in our newsletter and on our social media, 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?

You can register by filling in your details at sign up page either in mobile app or FashionValet website.

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?

To support the current restrictions in place due to COVID-19, we have extended the return timeframe and returns are accepted if returned within 60 days after your order has been received (for both local and international orders). Returns are accepted in exchange for FV Store Credit. Exchanges are only available for size and / or colour of the same design. Kindly indicate the new size or colour you wish 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 wish 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. Only products that are unworn, unaltered, unwashed and in its original packaging with returns label still attached can be returned/exchanged. 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 [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: - For full price items and items purchased with coupon or discount code the items is returnable and exchangeable - Here are some list of items that are not returnable and not exchangeable: sale and markdown items, skincare and beauty products, stationeries, intimates, swimwear, accessories, including jewelry, bags, Head scarves and scarf inners. *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?

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, our stores or PostCo centers. Kindly keep a record of your return tracking number. o 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. o Fashionvalet Stores (Bangsar Village II, Publika or IOI City Mall) & The dUCk Stores (Pavilion, KLCC, Setia City Mall, One Utama or IOI City Mall) Drop off your parcel for free at one of our stores o PostCo - For Klang Valley Submit your return on PostCo's website 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 via PostCo's website 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.

3. Where can I find the Return Form?

Please refer to the Returns Instructions section.

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 are located at Malaysia

BANGSAR VILLAGE

LOT 1F29-30, LEVEL 1, BANGSAR VILLAGE II JALAN TELAWI 1, BANGSAR +60322022000

PUBLIKA

LOT 8, 9 & 10, LEVEL G3 PUBLIKA SHOPPING GALLERY, SOLARIS DUTAMAS. 1, JLN DUTAMAS 1, 50480 KUALA LUMPUR, MALAYSIA +60362111152

IOI CITY MALL

FASHION VALET IOI CITY MALL G-60, GROUND FLOOR, IOI CITY MALL, IOI RESORT CITY, 62505 WP PUTRAJAYA, MALAYSIA +60389578859 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 store credit/reward points for offline purchases at your store?

Yes, you can.You will need to provide our store team with your registered email address and they will assist in deducting the store credits / reward points for your offline purchase.

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.

1. When can I get my order?

Monday – Friday, if you order before 4 pm you can collect the same day, after 7 pm at your selected store. Anytime during public holidays, the item will be available at store next working day, after 6 pm.

2. If I choose Store Pickup?

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

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

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

4. 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. When can I opt for Grab Express?

This option is available for orders made from 9 am - 4 pm, every day (excluding public holidays).

2. When will my Grab Express order be delivered to me?

You can expect to receive the parcel within 2 hours upon placing an order.

3. How much is the delivery fee for Grab Express?

The delivery fee will be quoted by Grab, hence we are unable to advice on the exact amount and this fee will be added as Shipping Fee on top of your subtotal.

4. How can I pay for my Grab Express order?

You may opt to make payment via GrabPay or any available payment methods on our website / mobile app.

5. Is my location covered via Grab?

Most of the Klang Valley area will be covered and the delivery will be subject to maximum 35 km away from our warehouse in Kota Damansara! If your location is in the coverage area, during checkout, you will see an option to checkout using Grab Express.

6. Am I allowed to make any amendments to my shipping address once the order is placed?

So sorry :( As the delivery fee set by Grab is based on your location / shipping address, we are not able to make any amendments to your shipping address.

7. What happens if my order was not delivered?

Unfortunately, the order will be sent back to our warehouse and it will automatically be cancelled. Fret not, the amount paid will be refunded as store credit for future purchases. As for the delivery fee, we regret to inform you that the shipping fee will not be refunded as our Grab drivers have made the effort to deliver your package to your doorstep.

8. How will I know that my parcel is on the way?

If you have the Grab app installed on your mobile phone and have used the same phone number when placing your order as the one registered to your Grab account, you will be receiving push notifications on the status of your order via the app. If you have used a phone number that is not registered to a Grab account, you will be getting updates on your order status from Grab through SMS. We also send updates on your order status via email, so you can check out your inbox too!

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!

Terms & Conditions

1. Personalised items will be delivered within 7-14 working days after you complete the order. 2. Once you have placed an order, it cannot be cancelled or amended, so please check the details carefully. 3. Your personalisation is limited to 12 characters (upper and lower case alphabets) only. Please be informed that a 'space' is also considered as one character. No special characters or numbers are available for this personalisation. 4. The personalisation will be on one side only (as shown in picture). 5. We are unable to accept any returns, exchanges or refunds for items that have been personalised. 6. We reserve the right to reject any personalisation order that is deemed inappropriate. In such cases we will contact you to cancel the order and refund payment. 7. All items that are eligible for personalisation service will be clearly marked on the product page for your easy reference. 8. Should you receive an incorrect item, please email us immediately at [email protected], and we will be happy to assist you.

GRAB

1) GrabPay additional discount is limited to the first 1,500 users (1 user per device) 2) GrabExpress delivery service is limited to the first 400 orders (1 user per device) 3) GrabExpress delivery is fulfilled on the same day for orders made between 9am-4pm on the day (except public holidays) 4) User must use GrabPay to get RM20 off 5) User must use GrabPay in order to get GrabExpress free delivery 6) RM20 off discount is auto-applied when checking-out with GrabPay 7) Key-in code GRAB11FV at FashionValet’s checkout page to get free delivery from GrabExpress 8) If a user is qualified for GrabExpress, then the discount on GrabPay will be applied at GrabPay checkout page 9) If a user is not qualified for GrabExpress, the user can still enjoy the GrabPay additional discount (provided within the first 1,500 users) when they checkout using GrabPay 10) If any or both offers are fully redeemed, discount will not reflect in purchase summary 11) Offer cannot be combined with other discount codes 12) To give you the best customer experience, GrabExpress can only deliver up to 20 orders per hour

RETURNS & EXCHANGES

Items from 11/11 sales are non-returnable and non-exchangeable