FAQ

We want you to be 100% happy with your online purchase from FASHION EMPIRE.

You may return most new, unworn items within 14 days of delivery for exchange or store credit.

 

I want to call you. What are your working hours?

We’re in the office from 9.00am – 5pm AEST Monday – Friday. Currently, we only offer support via email. All emails are responded to within 1 working day.

 

Can I place an item on lay-by/hold?

Yes. We offer AfterPay.

Buy now & pay over 8 weeks with AfterPay. No interest or fees. Payment will be automatically taken from your card in 4 equal payments.

 

Where are you located?

We’re based in GOLD COAST, Queensland.

 

Can I cancel my order?

No. Once your order has been placed it is final. If the item (s) are no longer required please return within 14 days. AfterPay orders are STRICTLY non-refundable.

 

I didn’t receive an order or shipping confirmation. What should I do?

We’re sorry to hear that. It’s possible the email has gone to your junk folder or maybe we have an incorrect email address for you. If this happens, please contact us straight away so we can verify whether the order has been placed and resend your confirmation.

 

My tracking code doesn’t work.

Sometimes tracking codes don’t become active until 72 hours after dispatch.
If your tracking details do not show up after this period, please contact the FASHION EMPIRE support team at [email protected]

 

Do you offer exchanges?

Yes. Please include a new AUSPOST prepaid satchel with your return, these can be purchased online or over the counter from AUSPOST.

 

Will I have to sign for my parcel?

We understand that you might not be at home to sign for your parcel; therefore they can be left in a safe place or left with a neighbour at your request. Please be aware that any instructions left are only requests and are not guaranteed. If this isn’t possible, a calling card will be left which will include details of how to re-arrange delivery.

 

How can I access my store credit?

A member of our team will email you the store Credit Code. Store credits are valid for 24 months.

 

How does store credit note work?

When you return an item, you will be issued with a unique code which you can use at checkout to purchase a replacement. Simply email [email protected] with your code & your choice of replacement product & we will get your item to you as soon as possible.

 

Can I pick up an item from your warehouse?

 We unfortunately do not offer a pickup option yet.

 

What if my order is not delivered on time?

In the very unlikely event that we cannot ship out your order within the stated delivery time, we will endeavour to ship it as soon as possible, and if this does not suit, you may request an exchange or refund.

 

What payment methods do you accept?  Paypal, Paypal will also except a visitor purchase so you don’t have to join you can then pay by MasterCard, Visa or AMEX & the option to pay it off ( just like a take home layby) is with AfterPay.

 

My question isn’t listed.

Please please contact us: [email protected] or go to Contact Us

A member from FASHION EMPIRE team will respond to you within 1 working day.