Fashion Culprit
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FAQ

ORDERS

Is it safe to order online?
Yes. We are a member of "Verified by Visa" and "Secure by Mastercard", providing additional security when using your payment cards online.
We use industry-standard encryption systems for potentially sensitive information such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.

How do I know that you have received my order?
After you hit the Submit button you will receive a message confirming the Order. You will also receive an email as confirmation that the order has been placed. Please allow up to 30 minutes for this email to arrive. A second email will be sent once your order has been completed by our warehouse and shipped.

Can I make changes to my order?
Unfortunately, once you’ve submitted your order it is not possible to amend any details of the order. If you change your mind about a product please refer to our Returns Policy for information on how to return products.

Why has my card been declined?
Your bank will be able to help you further to this question. Please contact your bank.

Why am I being asked for a second password after entering my bank details?
This is the 3D Secure Payment option that some banks have started to use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information please contact your bank in the first instance.

The item I want is showing as sold out. Will you be getting more in stock?
Most of the items on our website sell out very quickly and unfortunately we are unable to inform you whether we will be getting more in stock.

However, our website is updated regularly so you can check again.

I have confirmed my order but now I have received an email stating that one or more of my items are out of stock, why is this?
Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available.

Although this does not happen often, when it does we have to cancel the item from the order and obviously we do not charge you for the item.

DELIVERY

Which courier do you use for deliveries?
We use Royal Mail® as our couriers.

Where do you deliver to?
We deliver to the whole of the United Kingdom (UK) but regrettably we do not deliver to the Channel Islands & BFPO addresses. We also delivery to Europe and to the Rest of the World. (Please click here to see a list of countries we deliver to)

What time will my items be delivered?
Our couriers typically deliver Monday to Friday, 8am - 6pm (please note Saturday and Sunday are not always included in delivery times)

Can you deliver to a different address than my billing address?
Yes we can but please ensure you always put the name of the person as well as the name of the Company or Organisation in the address field which we are delivering to ensure a successful delivery. This should all be completed at the time of placing the order in “Deliver to” field.

What if I am not in when my parcel is delivered?
If no one is available to receive the item, Royal Mail will issue a P739 (‘While you were out’ card) and return the item to the delivery office. You can arrange for redelivery, or collect the package in person.
 
Follow the instructions on the card left by the courier to arrange a redelivery of your order.

If you would like to specify a safe place or a particular neighbour for your parcel to be left with, you can add these instructions in the space provided on the checkout page.

For the Saturday Delivery service the redelivery options will be Monday-Friday 9.00am to 5.00pm.

Will I need to sign for my delivery?
Yes most of our couriers will obtain a signature upon delivery. If the item is returned to a sorting office for you to collect, the sorting office will obtain a collection when giving you your parcel.

Can I change my delivery address once I have placed my order?
Unfortunately once the order has been placed we can not change the delivery address.

Do you delivery outside the United Kingdom (UK)?
Yes! We delivery to Europe as well as to the Rest of the World. Please Click here to see a full list of countries we deliver to.

Do you deliver to BFPO postcodes?
Unfortunately at this moment in time we not deliver to BFPO postcodes.

Do you deliver to the Channel Islands?
Unfortunately at this moment in time we not deliver to the Channel Islands.

Am I eligible for Saturday delivery?
All postcodes are eligible for Saturday except those stated below:

AB (All)
BT68
BT69
BT70
BT71
BT74
BT75
BT76
BT77
BT78
BT79
BT81
BT82
BT92
BT93
BT94
DD (All)
DG (All)
FK (All)
IV (All)
KA (All)
KW (All)
KY (All)
PA (All)
PH (All)
TD (All)
GY ( All)
HS ( All)
IM ( All)
JE (All)
TR21
TR22
TR23
TR24
TR25
ZE1
ZE2
ZE3

What do I do if there is a problem with my delivery?
If there is a problem with your delivery please contact our customer service team on cs@fashionculprit.co.uk


REFUNDS & RETURNS

How long do I have to return my unwanted items?
You can return unworn items via post within 2 weeks of receiving your item. Please note that items must be returned with all of the original barcode tags intact. Your items should be in their original packaging. Any shoes returned to Fashionculprit.com must not be worn, and must be returned in their original box.

For hygiene reasons, we cannot offer refunds for jewellery, underwear, swimwear or cosmetic products unless they are of unsatisfactory quality or unfit for purpose. This may not apply if there is a fault with your item.

How long does it take for my refund to be actioned?
We promise to refund you within 14 working days of receiving your items back in our warehouse. Sometimes delays may occur but we always try our best to action refunds as soon as possible. Please note that some banks may take slightly longer to process your refund.

How will you refund my money?
All monies will be returned via the same method which was used to pay for your order. If we have any problems in refunding you, our customer service team will contact you.

Can I have an exchange instead of a refund?
Unfortunately we are unable to offer exchanges at this moment in time. You will need to return the unwanted item to us for processing first and then place a new order.

Will I be refunded my delivery charge?
If your item is damaged or faulty, and it is the only item on your order, we will refund your postage costs. Please note all items are inspected before they leave our warehouse so it is more than unlikely all items of an order are faulty or damaged.

If you have kept any items of your order, we will not be able to refund your postage.


PROMOTIONS

How do I use a promotional code?
At the Shopping Cart, enter your Promotional Code into the Promotional Code box and click 'Apply Coupon’. If the code is valid your discount will be applied.

Can I use more than one discount code on my order?
You can only use one promotional code on each order. Please note that Promotional codes will not work in conjunction with any offers which already in place.

I have forgotten to use my promotional code?
Unfortunately as all our systems are automated we are unable to manually enter discounts after the order has been placed.


STOCK AND GENERAL INFORMATION

The item I want is showing as sold out. Will you be getting more in stock?
Most of the items on our website sell out very quickly and unfortunately we are unable to inform you whether we will be getting more in stock.

However, our website is updated regularly so you can check again.

I want more information about a particular item?
We aim to give as much information under the product descriptions as possible, however if you have any further queries please contact Customer Services at cs@fashionculprit.co.uk and we will try and find out for you.


Can I place an order for an item which is not currently in stock?
Unfortunately you can only order items that are currently in stock. However, we regularly top up the stock on our website so please keep checking.

Do you have a size guide which I can have a look at?
Yes click here to view our size guide.



WE HOPE WE HAVE ANSWERED ANY QUESTIONS THAT YOU MAY HAVE. IF YOU STIL HAVE QUESTIONS WHICH ARE NOT ANSWERED BY THE ABOVE THE PLEASE CONTACT OUR CUSTOMER SERVICE TEAM.
 

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