Frequently Asked Questions
Around user account
Is a registered account required to place an order?
You can place the order either as a registered customer or as a guest without registration. If you are a new customer and you want to register, please click on the Sign in button in the upper right corner and onafter that on the button Register to fill your personal information. Alternately you can register later during the checkout process. Your personal data will remain confidential and will not be passed on to third parties.
How can I change personal information?
To change your personal information please log-in to your fashionrooms.com user account. You can edit your personal information by clicking on Account information.
Is the personal customer information kept private?
I’ve forgotten my password – how can I get a new one?
To re-set your password, please go to Sign in area and click at the button Forgot your password. After entering your registered e-mail address, you will receive an e-mail with further instructions in a very short time.
What payment methods does fashionrooms.com accept?
We accept worldwide Paypal, major credit cards and wire transfer. Depending on your shipping country, we accept also several other payment methods. You can find out more about payments in the dedicated section Payments.
When do you ship the in case of payments with the bank wire?
Your package will be shipped the same day that we receive your payment and you will receive an email with the shipping confirmation and your package's tracking number. Please note that bank transfers within Germany may take 1-2 working days and from non-EU countries up to 5 business days.
Is the data security ensured during the payment procedure?
Online security has the highest priority in our store. Fashion Rooms uses the so called SSL certificate (Secure Socket Layer). This is an asymmetrical encoding method that protects your credit card data from being overheard or manipulated during the data transmission. It is therefore impossible for any unauthorized person to read this data during the transmission and payment procedure.
How long does the delivery take? What shipping methods can be selected?
We offer standard delivery and express delivery. Standard delivery within the EU usually takes 2-5 business days and express delivery 1-2 working days. Outside the EU the standard delivery takes 5-15 business days and the express delivery 2-4 workdays. Please be aware about possible delays in the customs clearance for standard shipments. You will find detailed information in the Shipping section. The costs can be found in the overview of the shipping costs.
Is the package insured? What happens in case of loss or damage?
We are fully responsible for the shipping way to your specified shipping address in full value of the purchase incl. associated shipping charges. In the case of possible loss, however, we need up to 10 business days to initiate search inquiries and probably to find the package before the replacement / refund is made.
Can the order be tracked online?
We ship the goods only with tracking number for the online tracking. Tracking details e.g. website and link depend on the selected shipping type - you will find it in the automatic shipping confirmation, which you receive by e-mail.
Who is in charge of possible duties and taxes and how much is it?
Duties and taxes vary by destination country outside the EU regarding the exemption limit and the amount and are charged by local taxauthorities of your country. Please check with your local customs authorities about the exact taxation rules. However, we generally recommend the standard shipping as the express shipping companies may apply more stringent customs rules.
Can the order be changed or cancelled?
You can change or cancel the order in your account section as long as it has not been sent. You will receive a corresponding shipping confirmation by e-mail after the order has been shipped.
Returns / Exchanges
Can the purchased item be returned?
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire,or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
To exercise the right to cancel, you must inform us (Fashion Rooms, Am Korresberg 16, 40699 Erkrath, Germany, [email protected], Phone: +49 (0)211 - 302 691 22 ) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired.
You can start the return most easily from your customer account or with by fillling the electronic revocation form. You can find the full information and the right of revocation in the dedicated section Exchange / Returns.
Will the full value be refunded in return case?
Reimbursement will be made using the same payment method you have initially used in the original payment. The refund willl be processed including the original shipping costs for the standard shipping to the same account, Paypal account, credit card etc, which has been initially used.
Can the ordered item be exchanged?
Yes, this is easily possible. If you would like to exchange to another size, color or even other model, please inform us in advance by e-mail ([email protected]) or add the appropriate note to the package.
Who pays for the return shipping?
You will have to bear the direct cost of returning the goods.
If you have received wrong or damaged goods, please contact our customer service by e-mail or by phone. We take care of the collection and exchange of the order - company Fashion Rooms carries the entire shipping costs in such cases of our mistake.
Around FASHION ROOMS
Are all items at fashionrooms.com authentic?
We sell exclusively only authentic products of the outgoing collections which we purchase from the manufacturer or from approved authorized wholesalers. Most items are delivered in original packaging and with paper tags and labels. However, since items have been first offered in official boutiques, the original packaging or label may be missing. This will be specified in the item description.
What size should be selected ?
You will find information about the cut as well as exact measurements in the article description for most oft he items. The size chart can be found in the dedicated section Size Guide. Please contact our customer service for further questions.
You would like to subscribe for our newsletter?
To subscribe for our newsletter, you will find a field at the bottom of our homepage in which you can enter your e-mail address. By clicking on the letter symbol you will receive registration for our newsletter. Of course, you can unsubscribe from it at any time.
You would like to unsubscribe from our newsletter?
You can unsubscribe from our newsletter at any time. This is possible via the link "UNSUBSCRIBE" at the bottom of the newsletter.
For additional or further information, please contact us at [email protected] or call us at +49 (0)211 - 302 691 22, Monday to Saturday, 10am to 6pm CET (excl. legal holidays). Further contact possibilities can be found in the section Contact.