The Fashion Connector | The Home Of Unique Limited Edition Luxury Fashion

Frequently Asked Questions


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FREQUENTLY ASKED QUESTIONS

How does The Fashion Connector work?

The Fashion Connector, as the name indicates, is a fashion website that enables customers to buy beautiful & unique, limited edition jewellery, handbag and clothing products from independent designers. All our designers are vetted, before they can use our platform thus any product you buy, using our website, should be of the highest quality. We do not stock any of the products featured on the site so when making a purchase you are buying directly from the corresponding designer (Seller). We therefore act as a link between you, the customer (buyer) and the designer (seller) – handling the payment on behalf of both the buyer and seller. Having said that, we have a dedicated customer care team, on hand 12 hours a day, to help in assisting you if you have any queries regarding the use of the site.

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How do I make a purchase?

Using The Fashion Connector website to buy products from the various designers featured is very straight forward. You navigate around the site by clicking the links to the category pages e.g. accessories > bags > jewellery. Once you’ve decided which product you want to buy, from the designer, you click on the “add to shopping bag” button. The product is then added to your shopping cart. You can add additional products or remove products as you please. When ready to pay you select the “proceed to checkout” link where you are taken to a secure page to enter your details. It’s at this stage that you will be required to register an account in order to complete your purchase. Once you completed your purchase you'll receive an automatic confirmation email, containing your order details, which will be sent to the email address you entered at checkout. You will also receive an email from our customer service department within 24 hours of you placing your order confirming receipt of your order. Customer Service will send you one final email once your order has been dispatched by the designer.

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Why should I buy from The Fashion Connector?

The Fashion Connector selects the very best independent clothing, jewellery and accessories designers to work with. This is to ensure our customers get the highest quality products and customer service. By purchasing from our website you get to own unique products which are in many cases made to order. So you're always going to be wearing something a little different from much of the mass produced fashion items out there. The designers, using our platform, can also produce bespoke and personalised gift items, which we can help you acquire, at your request. We also offer a price promise, meaning that if you find any product, featured on our website, cheaper elsewhere we'll offer you the product at the same price when you purchase the product from us, with free shipping, for certain products. We also offer EXCLUSIVE discounts & offers to all our regular email subscribers, so we stongly encourage you to take advantage, of this facility, by subscribing to our newsletter. In addition to all of the above we're only an email or telephone call away should you ever need our assistance relating to any aspect of the website. Drop us a line or call us, we'd love to hear from you! Or you can read what other people, who've used our service, are saying about us: Testimonials

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How does your 14 day refund/exchange policy work?

In a nutshell you have 14 calender days, starting from the day you receive your purchase, to decide whether you want to keep the product. If you do decide, within the 14 day period, that you don't want to keep the product you need to notify our customer care team (info@thefashionconnector.com) of your wish to return the product. Once we've received your cancellation/return notification, The Fashion Connector will provide you with return instructions on how to safely return your product back to the designer. Once you've received return instructions from The Fashion Connector you then have an additional 14 calendar days to return the product back to the designer.

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Am I required to set up an account before I place an order?

Yes, in order to purchase products from a designer you need to register at checkout before you’re taken to our secure payment page. Registration is simple and will take you less than 60 seconds. Don’t worry, we won’t disclose your email address to any third parties, neither will we bombard your email account with irrelevant marketing promotions.

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If I register at checkout do I still need to register again in the forum?

The Forum Connector allows you to contact the designer using the forum’s email system. You can also use the live chat feature of the forum to communicate with the designer along with various other functions. It’s not necessary for you to register a forum account if you don't need to ask the designer any questions. In addition to this our customer care team are always available to assist you with any questions you may have. Nevertheless, creating a forum account is really easy and allows you to use the various other social networking functions the forum has.

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Is my personal information kept private?

Yes, we do not share any information given by you to a third party. Please read our privacy policy for more information concerning this matter.

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I’ve forgotten my forum password, what shall I do?

You can re-set your forum password by following the instructions on the forum sign-in page

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What payments does The Fashion Connector accept and is it safe to use my credit/debit card on your site.

We accept all major credit/debit cards such as Visa, UK Maestro and Mastercard. We also accept payments via Paypal. The methods of payment are shown on the website and you will also be asked to select your preferred method of payment at the payment stage. All our orders are processed through a secure checkout system provided by Realex Payments Ltd. Their servers comply with worldwide standards for security transactions on the web. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.

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Can I choose the currency that I pay in?

All prices displayed on the website are show in Sterling (GBP) and this is the default currency whereby payment is debited from your credit/debit card. If you are a customer whose credit/debit card is not denominated in Sterling, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction. If you are a non-UK resident and wish to purchase products in your native currency we can accept payments in local currencies using Paypal. If you wish to pay for your purchase in your own currency, using Paypal, you will need to email us first at: info@thefashionconnector.com and we will supply you with a payment request email via Paypal and you can subsequently pay by debit/credit card using Paypal.

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Which countries do the designers ship to?

Most of the designers ship within the UK, Europe, Australia, Israel, United States, Canada & The Gulf Regions amongst other countries.

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I've received an error message saying "Product is not available in my country." Can I still buy from the designer?

Yes! If you receive this error message when you try to place items in your shopping basket you can still buy from the designer. You'll need to contact our customer care team first customercare@thefashionconnector.com and we'll arrange the transaction for you.

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How long does delivery take and how much does it cost?

The cost for delivery and the estimated delivery times, provided by each designer, will be clearly indicated at checkout and alongside the individual product descriptions. As a general rule any items that the designer has in stock will be dispatched within 48 hours of you placing your order. With items that are made to order, delivery times will vary and will therefore be specific to the product. Shipping times are indicated on each product page underneath the "Delivery & Returns" tab. You can also contact us info@thefashionconnector.com and we'd be happy to assist you with any questions you may have.

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Is my package insured and do I need to sign for my order?

As a general rule the shipment is the responsibility of the designer until it reaches the buyer. Once the goods are handed over to the buyer the responsibility for the package is passed to the buyer and the shipment is no longer insured. All deliveries will require a signature before the product can be handed over. If you are unsure about any aspects of a designer's delivery/insurance policy then please email our customer care team: customercare@thefashionconnector.com or info@thefashionconnector.com for help or advice. You can also telephone us during office hours: +44(0)208 621 7884.

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How much duties and taxes do I have to pay?

If you are an EU resident purchasing from a designer based within the EU, all taxes, duties and VAT will be included in the final purchase price. Therefore the price displayed at checkout will be the final price you pay and no further duties/taxes will be applied at delivery of the goods. If you are an EU resident buying from a designer located outside the EU, region, your purchase may be subject to customs duty, import tax and local sales taxes, levied by the country you are shipping to, in order to release your order from customs. If you are a non-EU resident buying from a designer based within the EU then it's likely that import VAT & customs duty will apply prior to delivery of the product. It is the responsibility of the buyer (importer) to pay for any additional Customs Duty or Import VAT due. It is the responsibility of the seller to provide accurate details of the product being sent for duty and tax calculation purposes.

Brief customs/duty guide for EU residents:

Customs Duty:
If you're an EU resident ordering or buying goods from outside the EU, any Customs Duty must be paid by the recipient once the goods have arrived but before the goods are delivered.

Import VAT:
If you're an EU resident ordering or buying goods from outside the EU, import VAT must be paid by the recipient once the goods have arrived but before the goods are delivered. In addition, there may be a handling fee to pay to the carrier.

  • Customs Duty will have to be paid, by the recipient, on goods with a value that exceeds £135
  • Import VAT will have to be paid, by the recipient, on goods with a value that exceeds £15

Note that on all goods from outside the EU, Customs Duty is waived if the amount of duty calculated is £9 or under.
For more information on Customs Duty and import VAT visit: (UK residents)  HMRC Customs and Duty Information
For more information on general duty tax rates visit  Duty Calculator

Brief customs/duty guide for USA residents:

The importer is ultimately responsible for paying any duty owed on an import. If the item is less than $2,000.00, in value, a Customs Border Protection (CBP) official will usually prepare the import documents, assess the proper duty(which the importer will have to pay), and release it for delivery. Packages whose declared value is under $200 ($100 if being sent as a gift to someone other than the purchaser) will generally be cleared without a ny additional paperwork prepared by CBP. However, CBP always reserves the right to require a formal entry for any importation and generally exercises this option if there is something unusual about the importation, or if important documents such as an invoice or bill of sale do not accompany the item. If any duty is owed, CBP will charge a processing fee for clearing your package. Duty and the processing fee are usually paid at your local post office, where your package is forwarded.

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Can I ship items to multiple addresses?

We are only able to deliver to one address per order. If you would like to send your purchases to more than one address, we recommend you place a separate order for each destination.

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Can I change or amend my order once it has been placed?

Before your purchases have been prepared for dispatch, by the designer, we can cancel an item. If you cancel an order after it has been dispatched you will have to return the order back to designer and a refund will be issued. For items that are made to order, once the designer begins production of the order you are unable to cancel the order. However, once you receive the order, if for any reason you are unhappy with the product, you are still eligible for a refund provided you contact us within 14 days of receiving your product. Please note, orders for bespoke products cannot be cancelled once placed.

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How do I return or exchange an item?

Making a return is hassle-free with our 14 day return/exchange policy. You can either contact us by email, within 14 calendar days of receiving your product: info@thefashionconnector.com nofitying us of your intentions to either return or exchange the product. We will then contact the designer, on your behalf, and provide you with returns instructions to send the product back safely to the designer. Please note, once you've notified our customer care team of your return request you have a further 14 calendar days, maximum, to return the product. Or you can download and complete our cancellation form: Download Cancellation Form. Which you can then send back to us. If you’ve chosen to exchange your product the designer will send you out a replacement product once the returned product has been received. If you’ve decided on a refund you will be refunded the value of your purchase, minus the original shipping costs, once the designer has received the returned unused product. IMPORTANT: All returned goods must be returned new & unused and where possible in their original packaging. designers can refuse to accept products that have been visibly used or damaged.

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Will I be refunded the full value of my order?

Shipping costs are not refunded, for items, unless your items are faulty or your order is cancelled under the Consumer Contract Regulations. Refunds are made in Sterling. Your refund will be issued to the original credit card used to place the order. Please note that it can take up to 10 business days for the refund to appear in your account.

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What happens if my order does not arrive?

If you haven’t received your order within the time-frame indicated by the designer please contact us: info@thefashionconnector.com or customercare@thefashionconnector.com. We will contact the designer on your behalf to determine an estimated delivery time..

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If I have a general product enquiry do I have to message the Designer in the Forum or can I contact The Fashion Connector Customer Services Department?

Our customer services department are always available to assist you with any general product enquiries you may have. We are you first point of call for any product queries and are available 12 hours a day via email or telephone. If we are unable to directly assist you with a specific product query then we will contact the designer on your behalf.

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