FAQ

PAYMENTS, REFUNDS, DISCOUNT CODES

CAN I PAY CASH ON DELIVERY?

No, payment is made prior to delivery by bank transfer, PayPal or credit card.

HOW CAN I GET FREE SHIPPING?

When you order more than 300 € the shipping is free in EU. For US orders the shipping is free for orders above 500 €.

CAN I REQUEST A REFUND?

Yes, by contacting our customer services. How you are refunded depends on the payment method you chose when making your order:
  • BANK TRANSFER PAYMENT: In this case you will need to send us your bank details (account holder’s name, IBAN and BIC/SWIFT numbers). The refund will be made within 15 days of issuing the credit note.
  • PAYMENT WITH PAYPAL: The refund will be made through PayPal within 10 days of issuing the credit note.
  • PAYMENT BY CREDIT CARD: The refund will be made to your credit card within 30 days of receiving the payment. After 30 days you can receive a refund by bank transfer or a PayPal account.

HOW MUCH WILL I BE REFUNDED?

You will be refunded the price of the returned items, including VAT (where applicable).

HOW DO I ENTER MY VOUCHER NUMBER?

If you have a voucher to use, you must add it to your shopping basket in the “Use voucher” field. If you are eligible for the discount you will see the reduction made directly in the payment summary. If the voucher is valid but you have not reached the minimum order or minimum number of items you will see that the voucher has been added but cannot be used. Control carefully the terms and conditions and update your shopping basket to get your discount.

I CANNOT MANAGE TO PAY BY CREDIT CARD OR PAYPAL?

If you can not make the payment with your credit card, the problem may be linked to the “Verified By Visa or Mastercard” password, or the transaction may have been denied. Contact your bank for more information.

HAS MY PAYMENT BEEN SUCCESSFUL?

After completing your order, you will receive an email confirming that the payment through PayPal or your Credit Card has been successful. Also, in the section “My Orders”, you can check the payment status of your order. If you do not see your order in your profile please contact us.

I NEED TO CHANGE THE PAYMENT METHOD FOR MY ORDER.

If your payment has not been successful, or if you have chosen a payment method that you wish to change please contact customer services.

CAN I GET A DISCOUNT ON MY ORDER?

Products on offer at www.fashionoutletshop.net are already thoroughly discounted, but for large scale purchases you can contact us by email, to talk to a sales assistant and find out if you are eligible for additional discounts.

HOW CAN I PAY?

By Bank Transfer, PayPal, or Credit Card. NOTE: The order is confirmed upon receiving your payment. With a bank transfer it usually takes 3 business days (except if it is made via the my bank option, in which case it is direct), otherwise by PayPal or credit card the order is confirmed immediately. Please send a copy of the bank transfer by email to info@fashionoutletshop.net to be sure that your order is not cancelled.

MY PROFILE, PASSWORD, MY ORDERS

TRACK YOUR ORDER?

To find out where your order is you must log in by clicking “Profile”, going to “My Orders” and click on the column entitled “tracking”. DHL tracking is visible when the order’s status is “Ready”.

WHAT IS THE STATUS OF MY ORDER?

IF THE ORDER HAS ALREADY BEEN SHIPPED: Check order tracking in “My Orders” by clicking the column “Tracking”. If tracking is unclear, you can contact us for more information. IF YOUR ORDER HAS NOT BEEN SHIPPED YET: Check at what point the order is. If the status is “reserved”, we’re still waiting for your payment. If the status is “processing”, we are preparing it, if it is “ready” we will ship within 24 hours.

WHEN WILL YOU SEND MY ORDER?

Within 24/48 hours after receiving your payment.

WHY WAS THERE NO INVOICE INSIDE THE PARCEL?

Invoices are never placed inside our parcels, but they are send to you via e-mail or can be downloaded from your account on our website. Log into “Profile”, “My Orders” and click on the invoice number in the “invoice” column to download it.

WHAT INFORMATION WILL I RECEIVE VIA EMAIL IN RELATION TO MY ORDER?

You will receive the following information:
  • ORDER CONFIRMATION: If you have chosen to pay by bank transfer you will receive our bank account details
  • PAYMENT CONFIRMATION: The transaction has proceeded correctly if paid by credit card or PayPal
  • ORDER READY: The order is being shipped. If you wish to arrange collection contact our customer services for further details
  • ORDER SHIPPED: We have shipped your order, you can see the tracking in the “My Orders” section of your profile.

HOW DO I ACCESS MY ORDERS?

Log into your profile, and go to “My Orders”. You will find all your order history and the details of your orders.

HOW DO I ACCESS MY PERSONAL INFORMATION?

Log into your PROFILE. You will find your login details and billing information, which you can edit.

WHAT ADVANTAGES DO I GET IF I SUBSCRIBE TO THE NEWSLETTER?

By subscribing to the newsletter you receive updates on news and our new collections. We will also send you information about our offers and personal promotional codes to use in our catalogue. By setting up an account you will automatically subscribe to our newsletter.

HOW CAN I RECEIVE YOUR NEWSLETTER?

If you are not yet registered you can find at the bottom of this page the section “Newsletter “, it is enough just to enter your e-mail address and click on JOIN THE NEWSLETTER.

CAN I DELETE MY ACCOUNT?

Yes, you must send your request to our customer service.

CAN I CHANGE MY SHIPPING ADDRESS?

IF THE ORDER HAS NOT BEEN SHIPPED YET: Yes, by contacting customer service or on your Profile account. But when the order status is “ready”, it is no longer possible to make any changes. Please remember that any changes to your order may result in a delay of approximately 24/48 hours to the estimated delivery date.

I WHISH TO UNSUBSCRIBE FROM NEWSLETTER.

To unsubscribe from our Newsletter, click on the link “Click here to unsubscribe from this newsletter ” which can be found at the bottom of any newsletter and then click “Confirm unsubscribe” on the page that appears or send as an e-mail and we will unsubscribe you from our adrema.

I HAVE FORGOTTEN MY PASSWORD.

If you’ve forgotten your password, go to “LOG IN” and click on” Forgot Password?”. You will need to make a new password directly on the page. To confirm the new password, you must click on the link sent to you via email.

I JUST REGISTERED BUT I CANNOT ACCESS MY PROFILE.

If you cannot access your profile, please check if:
  • You have received the email confirming your registration. Also check in your Spam folder
  • You have entered your email address correctly during registration.
  • You have entered your password correctly.

ORDERS & SHIPPING

CAN I GIVE THE COURIER A DELIVERY TIME?

No, you can not give the courier a delivery time. The courier, typically, delivers according to daily rounds which they have to make in that area. If the courier does not find anyone in at the time of delivery, they will automatically reprogram the delivery for the next working day and if necessary a third delivery attempt will be possible by contacting us.

WHICH COURIER DO YOU USE?

We are using DHL service.

IF THE COURIER DOES NOT FIND ME WHAT HAPPENS?

If the courier does not find anyone at the shipping address, they will try again on the next working day. If they do not find anyone the second time, the order will be taken to the nearest courier office. We will be able to arrange a third delivery attempt if you contact us.

WHICH COUNTRIES DO YOU SHIP TO?

We ship across Europe and to almost all non-EU countries. To find out if we ship to your country please contact customer services.

CAN I ORDER AN ITEM THAT IS NOT IN STOCK?

No, you can only order items in the catalogue.

ARE ITEMS ORIGINAL AND NEW?

All the products in the catalogue are original and new.

DO THE ITEMS HAVE A GUARANTEE?

No, except our watches, which have an international 2 year warranty.

WHO DO I CONTACT TO USE THE WARRANTY OF THE WATCHES?

The watch warranty is valid on a national and international level: Therefore it can therefore be used at all authorised dealers of the purchased brand.For the bands Nolan, Sparco and No Limits, it is FORMAL LTD who are liable for any malfunctions. In this case you must contact our customer services.

DO WE PROVIDE CERTIFICATES OF ORIGIN FOR SHIPMENTS OUTSIDE THE EU?

No. For shipments outside the EU, we provide INTRA invoices and a free export mandate.

IS THE SHIPMENT INSURED?

No, but you can request insurance for orders over €1000 by contacting us.

CAN I MAKE AN ORDER OVER THE TELEPHONE OR AT YOUR SHOWROOM?

No, orders can only be made through our website https://fashionoutletshop.net. We can help you with the order over the telephone.

WHAT ARE THE DELIVERY TIMES?

Orders are given to the courier DHL within 24/48 hours after receiving your payment:
  • In Italy orders are delivered within 1-2 business days.
  • In Europe delivery times vary based on the final destination: From 2 to 6 working days.
  • In US delivery times vary based on the final destination: From 10 to 21 working days.
Shipment tracking is available using your account in the “My Orders” section from when the order status becomes “ready”.

HOW MUCH DOES SHIPPING COST?

When you order more than 300 € the shipping is free in EU. For US orders the shipping is free for orders above 500 €. The cost of shipping depends of the location of delivery and weight of parcel. 

MAKE A RETURNS

WHERE CAN I MAKE A RETURN

You can make a return to FORMAL LTD, Grobeljska 27, 1234 Mengeš, Slovenia.

HOW MUCH DOES IT COST TO RETURN ITEMS?

  • IF THE PRODUCT IS DAMAGED OR NOT CORRECT: you will not incur any costs for returning the item. Send a photo to our customer services, who will either give you a direct refund or collect the items with the costs borne by FORMAL LTD.
  • IF YOU DO NOT LIKE THE PRODUCT: the costs of making the return are at your own expense. You can send it back to us using your own chosen courier. We advise you to choose a courier who offers parcel tracking and proof of delivery.

HOW DO I CLOSE THE PARCEL WITH THE ITEM I WISH TO RETURN?

The return must be carefully packed and respect the following conditions:
  • The items must not have been used, modified or customised.
  • The item’s packaging must not show signs of use, scratches or scraps .
  • Put inside the parcel the email you received authorising the return or if not a piece of paper with the product code and the order number written on it. If the above conditions are not respected, we reserve the right not to issue any refunds for the returned items.

I HAVE MADE A MISTAKE IN THE RETURNS PROCEDURE.

If you made a return request but you have noticed that you have made a mistake you can contact customer services directly. You can send us an e-mail by clicking on the button “Contact us!” which you will find below, or call us by clicking on the button “Call us!”.