体育投注网址

 
Spend to earn reward points & redeem as cash on your next purchase!

Mini Cart

Frequently Asked Questions

1.1 Do I need to register to shop?

体育投注网址Yes. 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.

1.2 How do I create an account?

to register by filling in your details and following the instructions.

1.3 By registering, will I automatically receive updates on new arrivals and any ongoing sales and promotions?

体育投注网址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.

1.4 Will you pass my details to any other companies?

体育投注网址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.

1.5 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" and a link to reset your password will be emailed to you right away. If you still do not receive an email, write to [email protected]体育投注网址 and we will assist you promptly.

1.6 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.

2.1 How do I place an order?

  • First step is to register with us as a member by clicking .
  • All you need to do now is browse! You can search for something specific by using the search bar or search by image by clicking the CAMERA icon. 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.
  • You can either click on the Continue Shopping 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. 

2.2 What do I do if there's a problem with my order?

Our customer service representatives are more than happy to help you. You may contact us via live chat, email us at [email protected]体育投注网址, or call 1 300 88 6060. For international customers, our number is +603 2730 2100.

2.3 What payment methods do you accept?

You can either pay by:

  • Online banking (FPX)
  • Credit & Debit Card (Visa & Mastercard)
    All our payment gateways capture payments in Malaysian Ringgit. If your card's currency is other than Malaysian Ringgit, 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
    Only for Malaysian Grab users only

2.4 I couldn't proceed with payment and my order status is Pending. How do I proceed?

体育投注网址Kindly contact us immediately 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.

2.5 Can I cancel my order?

You will need to call us on our hotline as soon as possible so that we won't process your order. Unfortunately, we are not able to cancel selected items. If you wish to proceed with cancellation, we can only cancel the whole order. Kindly note that all refunds for cancellation will be in store credit.
体育投注网址 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.

2.6 Why was my order canceled?

In most cases, orders are automatically canceled if we do not receive payments from you. However, if the amount has been deducted from your bank account, kindly email us at [email protected] and we'll check accordingly.

2.7 How do I add an item to my order after checking out?

体育投注网址You will need to make a separate order altogether.

2.8 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 and the item you did not receive to [email protected]

2.9 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, the photo of the incorrect item and the item you did not receive to [email protected]. You will then need to return the incorrectly received item back to us. Click here for information on how to return an item.

2.10 I've received faulty item. What do I do?

We are terribly sorry about that! Please email us your order ID along with photos of the defect item for us to check further with the team to [email protected].

2.11 Can I change my address once my order is placed?

It is best to contact us immediately and provide us the order number and correct address as soon as order is placed. If it is doable, we will assist you accordingly in amending the address.

2.12 When will you process my orders?

体育投注网址Orders are processed within 24 hours. However, for orders placed on weekends and Public Holiday, they will be processed on the next working day.

2.13 Which address should I ship my order to?

It is best to use an address in which you wish to receive the item or have a person ready to accept the parcel.

2.14 Are items in my cart reserved for me?

体育投注网址Putting an item into your cart does not reserve or hold that item for you. Until you proceed to checkout and make payment, that item will still be available to other buyers.

2.15 Why is my item notified as Out of Stock?

体育投注网址We perform stringent quality checks and if your item is the last piece available that failed our checks, we will cancel and refund (for pre-paid) the item even if your order was confirmed. You will then receive an email notification upon cancellation.

3.1 How do I make a payment?

体育投注网址During checkout, you may select your payment method at Step 2. If you have any voucher code or reward/credit points to apply, you may also key in and click apply accordingly.

3.2 How To Save / Remove Your Credit / Debit Card

体育投注网址To save a new card, you may click 'Add a new card' at Credit/Debit payment option. To remove a card, click edit at the selected card, and proceed to click the 'X' dt.

3.3 Do you accept AMEX?

体育投注网址No, unfortunately we do not accept Amex at the moment. Only Visa/Mastercard are accepted for payments in our payment gateway.

3.4 What are my payment options?

You can either pay by:

  • Online banking (FPX)
  • Credit & Debit Card (Visa & Mastercard)
    All our payment gateways capture payments in Malaysian Ringgit. If you check out in a currency other than your credit card's currency, 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 Grab users only.
  • hoolah
    For residents of Malaysia only.

3.5 What is hoolah & how to use it?

Hoolah 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. *For residents of Malaysia only.

How to use hoolah?

  • Add the items to your shopping cart and checkout as per usual.
  • Select hoolah as your payment option.
  • You will be redirected to a secure payment gateway to complete your order.

体育投注网址For first-time users, please enter your details to create a hoolah account.

  • Please enter your card details for first and subsequent installments. Deduction will be automatic from card with no interest or fees in 3 months.
  • Once you have checked the order and payment details, please click confirm to complete the purchase. Hoolah will send you reminder emails 3 days before your payment due date.

For more information, kindly visit:

3.6 Can I opt for a refund & how long does it take?

体育投注网址Please be informed that refunds are only available to FV store credit. For refunds back to customer's original payment method, however, it will be based on case to case basis.

  • Refund via Credit/Debit Card will take 7-14 working days (excluding weekend & Public Holiday).
  • Refund via Online Banking will take 5-7 working days (excluding weekend & Public Holiday).
  • Refund via Paypal will take 5-7 working days (excluding weekend & Public Holiday).
  • Refund via Grabpay will take 5-7 working days (excluding weekend & Public Holiday).

3.7 Is my payment secure?

CREDIT CARD INFORMATION STORAGE

体育投注网址All credit card information are securely encrypted and stored with our gateway Cybersource, which is a subordinate company by VISA. This gives a second layer of protection for customers credit card information.

CVV

When you submit your credit card information, including CVV, our job is to encrypt the info and security transmit to issuers for payment verification and approval. However, verification of the CVV is totally upon issuer's decision. However, we can help to raise the concern to issuers.

3.8 My payment was successful, but I did not get any order confirmation. Help!

Once payment is successful, an automated email confirmation will be sent to you. Kindly check your spam and junk folder as well. If there is no email received, kindly contact us at [email protected]体育投注网址 or call us for us to check further.

3.9 I received an Order Number, but have yet to make my payment?

For this matter, kindly contact us at [email protected] or call us for us to check further.

4.1 What is your returns policy?

Returns are accepted if returned within 30 days of receipt (for local and international orders) in exchange for FV Store Credit only. Only clothes that are unworn unaltered, unwashed and in its original packaging with returns label still attached can be returned/exchanged.

For exchanges, kindly indicate the new size/color you'd like 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'd like 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.

体育投注网址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.

体育投注网址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:

CategoryReturnableExchangeable
Full price items
Items purchased with coupon or discount code
Sale and markdown items
Skincare and beauty products
Home and living products
Stationeries
Intimates
Swimwear
Accessories, including jewelry and bags 
Headscarves 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.

4.2 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
体育投注网址 Returns can be dropped off at the nearest counters or centers. Kindly keep a record of your return tracking number.

  • 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.
  • Fashionvalet Stores (Bangsar Village II, Publika or IOI City Mall only)
    Drop off your parcel for free at one of our stores
  • PostCo
    Submit your return form 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.
  • PostCo (Pick-up)
    To support the current restrictions in place due to COVID-19, PostCo Malaysia is offering parcel collections for our customers in Klang Valley who wish to return their purchases to FashionValet! 
    i. Submit your return , click on 'RETURN FROM HOME' accordingly and repack your item(s) with tags intact in the reusable flyer provided.
    ii. Kindly select **FashionValet** as the retailer and fill in your details. Please ensure under “Order Reference”, the order number should start with FV100xxxxxx (FV100234567). 
    iii. If you are returning more than one (1) item, please select “others” and write down your items that are being returned.
    iv. Fill in your details including the pick-up address together with the time and date for the parcel collection. Kindly note that this service is only offered to those in Klang Valley.
    v. Once the returns booking is submitted, the Return Form from PostCo will be generated and emailed to you. You will need to **print the Return Form and paste it on your parcel**.
    vi. If you are unable to print the Return Form, please proceed to tick the box: "I don't have a printer to print the shipment label". Please input the JT number as the tracking number. The JT number can be found in the invoice that you had received in your parcel and it starts with JT01100xxxxxx. You may then paste the invoice on the parcel.

Singapore
Submit your return form 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 send your parcel 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

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.

You may email our team at [email protected]体育投注网址 for further information and our customer service representative will be happy to assist you with the return process.

4.3 Where can I find the Return Form?

You can print the return form here.

4.4 Can I exchange my item to a new size/color?

体育投注网址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.

4.5 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 the PosLaju consignment note and/or you get charged for your parcel, send us a photo of the receipt. We will proceed to refund the amount to your store credit account.

For international parcels, unfortunately shipping costs are borne by the customer and we are not liable until item reaches our office

4.6 When will you process my return items?

体育投注网址Once received, we will take 1-3 working days to process the parcel. We will update you via email once the process is complete.

4.7 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.

4.8 Can I come and collect or return a parcel in person?

体育投注网址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 drop the parcel at one of our stores.

4.9 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.

4.10 Can I re-use the Voucher Code if I return an Item?

Voucher codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a voucher code, only the final paid price (after discount) will be refunded.

4.11 What are my return and refund options?

Should there be any cases that do not fall under any category above, you may email us at [email protected]
体育投注网址All return request will however be subjected for review & approval.

5.1 How do I earn my Reward Points?

体育投注网址Reward Points are like loyalty points. Every Ringgit spent with Fashionvalet will entitle you with 1 reward point. The accumulated reward points can be used to offset the total for your next purchase.

5.2 How do I redeem my Reward Points?

体育投注网址To use your Reward Points, simply proceed to check out and click"Apply" under Reward Point in Step 2 during checkout.

5.3 Do Reward Points expire?

体育投注网址No, Reward Points has no expiry date and can be used for purchase of any item on the website.

5.4 Are Reward Points transferable/ refundable?

体育投注网址No, unfortunately Reward Points are non-transferable and non-refundable.

5.5 My order has been cancelled, and my Reward Points are missing?

Kindly contact our customer support at [email protected] or call us for further assistance.

5.6 Can I utilize my points at the store?

体育投注网址No, Reward Point is only applicable for online purchase on the website.

5.7 Can I collect Reward Points for purchase at the store?

Yes of course! You will need to key in your details on the iPad available in stores. You can also key in your details .

5.8 What are your standard terms & conditions for sales using voucher codes?

  • For registered members only.
  • Applicable once only in a single receipt.
  • Discount codes cannot be combined.
  • Cash vouchers and reward points 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.

5.9 How do I apply my voucher code?

You may enter the coupon code/voucher code at the designated box provided at Step 2 during checkout. Be sure to login before applying any code to checkout.

5.10 How many voucher codes can I apply per order?

Only one voucher code can be applied per order.

5.11 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!

5.12 Can I return & exchange items that I have purchased with voucher code?

Only purchase with selected codes are returnable & exchangeable. Please inquire further at [email protected] for codes that are valid for returns & exchange.

5.13 What happens to my reward points if I return an item?

Unfortunately, reward points are nonrefundable as it has been utilized for your prior purchase.

6.1 Where is your physical store located?

You can find the store list at our contact us page.

 Stay tuned to our social media pages for any updates on store opening elsewhere!

6.2 What item is available at your store?

Due to different stock allocation and rapid stock movement, we are unable to advice on the availability of an item. For more information, you may contact our store directly at the numbers found above. 

6.3 Can I collect reward points from offline purchases at your store?

体育投注网址Yes of course! You will need to key in your details on the iPad available in stores. You can also key in your details .

6.4 Can I utilize my internal credit/reward points for offline purchases at your store?

Unfortunately, no. However, you may try on any item at our store and ask for assistance from our staff to make the purchase online using your store credit, provided the item is in stock.

6.5 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 drop the item at our physical store and it will be returned back to us to be processed accordingly.

7.1 I am not able to install or update the FV Mobile App.

Please update your device Operating System to the latest version.

7.2 The app keeps loading whenever I try to scroll through the pages

Follow this steps:

  • Logout from your account and re-login, if the issue persists.
  • Reinstall the FV Mobile App.
  • Note that certain devices with lower memory capacity may have performance issues in running the App.

7.3 How do I know the current FV App version installed on my device?

To get app Version:

  • Open App > Check app Version at bottom of Login page.
  • Open App > Sign In > Account > Check app Version at top of Account page.

7.4 I cannot login to app.

Please reset your password and ensure it has more than 8 characters.

7.5 My cart is showing a different total amount from what I expected

The different amount shown is likely due to cache, to clear your cache, follow below steps:

  • Logout from your account.
  • Go to phone settings > Apps > find FV app.
  • Go to app storage and clear cache / data.

7.6 Other technical difficulties when using the App.

Please mention your device model, OS version, customer account, app version*, describe the issues in detail and email to [email protected]

8.1 Do you restock items?

Some items are restockable. Whenever we get a restock, we will usually announce it in our newsletter and update our BACK IN STOCK tab, so it's good to check frequently.

8.2 Can you let me know when an item has been restocked?

体育投注网址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!

8.3 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.

8.4 Where can I find product measurement?

You may scroll down and find the measurement tab beside/under the product details tab.

8.5 Can I add any Gift Wrapping service / Notes / Gift Cards?

Unfortunately, at the moment, we do not have any gift wrapping service/gift cards, but stay tuned on our social media for any updates. For special request to add notes to orders, kindly email us at [email protected] and we will check with the team if it is doable.