Welcome to our FAQ page, if you can’t find your answer below, feel free to contact us directly via live chat, phone or email.

Kindly note that chat and phone contact is available from 10 am to 6 pm.


How to shop on our website and place an order?

1) Do I need an account to place an order?

For first-time customers, proceed to the checkout page, then fill in your billing details before placing your order.

Then, you will be redirected to your “My Account” Page on which you can view your recent orders, manage your shipping and billing addresses, and edit your account details.

2) How do I reset my password?

If you’ve forgotten your password, follow the “Lost your password?” instructions on the ‘Log In’ Page. Note that for security reasons, the password requested has to be “strong”. If you are unable to reset your password, please contact us by email or phone.

3) How to place an order on our website?

  • Choose a category from the top navigation menu, or search for a specific product or item.
  • Select your desired item and its size, then click “Add to cart”.
  • Once you’ve finished shopping, click on the cart, and proceed to the checkout page. If it’s your first purchase on our website, fill in your billing & payment details then place your order.
    Note that the ZIP/Area Code for Local Purchases can be filled as: ‘0000’
  • Don’t forget to tick the “I have read and agreed to the website terms and conditions” box.

All orders are subject to confirmation according to stock availability.

4) Where can I find product size advice?

Click on ‘Size Chart’ on your item’s page to view our size guidelines and conversion charts.

How much duties & taxes will I have to pay?

Taxes and duties are calculated according to your shipping destination. 
All orders are shipped DDU (delivery duties unpaid) so you might be responsible for paying duties and taxes applicable in your country.

What is FASHIONCLAP's exchange & return policy?

If you wish to exchange or return any item, you will need to physically return it to us before you can place a new order. Then you will be given a code representing online credit that you can use at checkout for your next purchase.

If you wish to redeem a coupon code you have, proceed to the checkout page and add your coupon code details by clicking on the “Click here to enter your code” button next to “Have a coupon?”, then click on “Apply Coupon”.

Please note that all completed orders are non-refundable, only exchangeable against online store credits.

Please refer to our Exchange Policy for more information on returns or exchanges.

Can I cancel my order?

All confirmed and shipped orders cannot be cancelled. However, you may exchange or return items from your order (Refer to Exchange Policy for more information).

How do I receive FashionClap email updates?

Scroll down to the bottom page of the site, and subscribe to our newsletter by adding your e-mail to benefit from our upcoming offers and promotions.

Is my delivery package safe?

Because we care about your after purchase experience, the deliveries are being dispatched with maximum precautions and we are taking all necessary hygiene measures.

Orders are shipped with DHL, and you are given the additional option to insure your package, if you wish to do so.

What happens if my order is damaged?

Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to delivery. However, if you need to, you may contact our customer service team by mail, live chat or direct call.