FAQ’s ON PAYMENT

Q: What payment methods do you accept?

A: We accept the following major credit and debit cards; Visa, MasterCard, Maestro, Switch and Solo

Q: Is my payment information safe?

A: Security is very important to us at Fashion Ethos and our site contains its own encryption software to ensure your information is always safe. All transaction information passed between our site and the Protx VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Protx are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to the Protx servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Once on the Protx systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data held by Protx is extremely secure and Protx are regularly audited by the banks and banking authorities to ensure it remains so.
Protx have multiple private links into the banking network that are completely separate from the internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
No individuals within Protx are able to decrypt transaction information or cardholder data. Their systems only allow access to their most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even from their own employees because their systems never display the full card numbers, even on administration screens.

Q: What currencies do you accept?

A: Fashion Ethos currently only excepts Pound Sterling.

Q: When will I be charged?

A: If your card has been authorised, payment will be taken immediately. You will receive an email confirming your order has been successful.

In the event that your card has not been authorised for payment, payment will not be taken and we will email you to let you know why your bank card or issuer couldn’t authorise the payment. Don’t worry at this stage since there is usually something simple that can be done to fix this.

Q: What is ‘MasterCard SecureCode?

A: This is a service that has been introduced to all Maestro cardholders to protect your card details with a personal password so you can shop with the assurance that your information is safe. For more information click here

FAQ’s ON DELIVERY

Q: What delivery options do you provide?

A: We offer 2 delivery options for our UK deliveries. A Standard Delivery option which takes 2-3 working days and a Next Day Service where you will receive your item(s) the next day between 9am and 5pm providing the order is made before 3pm.
For our International deliveries we only offer 1 option which is Standard delivery and takes up to 10 working days.
Please refer to our delivery section for more information on delivery.

Q: How much does postage and packaging cost?

A: Shipping is calculated at checkout.

Q: Where do you deliver to?

A: You can find out if we deliver to your country by referring to our list of international countries we deliver to. If your country is not on our list we apologise but cannot deliver to you at the moment.

Q: Do I need to sign on delivery?

A: Yes, deliveries require a signature on receipt. If there is no-one available to sign, Royal Mail will take your package to the nearest Post Office and will provide you with details on how to collect it.

Q: Which carrier will deliver my order?

A: We use Royal Mail for all deliveries.
 
Q: Will I be charged customs and import charges?

A: Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately we have no control over these charges, and are unable to tell you what the cost would be since customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

FAQ’s ON SIGNING UP/ MY ACCOUNT

Q: Do I need to sign up in order to shop?

A: Yes. Setting up an account makes it easier for us and for you. It will allow you to order without having to fill out your details every time you shop with us. You will also receive some benefits such as regular newsletters and better yet exclusive discounts and offers from time to time.

You can set up an account before you start shopping or alternatively you can add any items you like to the shopping bag and create an account at the checkout.
To sign up click here.
 
Q: How do I sign up for the Fashion Ethos newsletter?

A: The easiest way to sign up for our newsletter is to create an account. You will not have to purchase anything at the time; this will just give you a head start when you do.
Alternatively you can enter your email address under the Newsletter section on our home page.

Q: How do I change my details?

A: Once you have set up an account you can log into 'My Account' at anytime to change your email, password and delivery details.

FAQ’s ON ORDERS

Q: How do I make an order?

A: To make an order you can browse through the online shop and select the item(s) you wish to purchase. You then add the item you want to your shopping bag.
To complete the order go to the checkout area where you can pay for your item.
If you are a registered user and are logged in you will go straight to the payments section. If you are a new user you will have to register and you will then be re-directed to the payment section.

Q: How do I change or cancel my order?

A: This would depend on the status of your order. If your order has already been dispatched then the item(s) will have to be returned once you have received them. If the item has not been dispatched you can contact us at  customerservices@fashionethos.co.uk providing all your order information. We can not guarantee that your order will be changed or cancelled but we will try our best.
 
FAQ’s ON DISCOUNT CODES

Q: What is a discount code?

A: Discount codes are something we like to publish or send to our registered customers from time to time. By redeeming them you will be able to save a percentage on certain items or of your whole order!

Q: Where can I find discount codes?

A: We will email our customers with a registered account from time to time with special discount codes. If you haven’t got an account just set one up and you will receive any special promotions we offer. It couldn’t be any easier!

We might also team up with some fashion press from time to time to offer discounts to readers so make sure your keep your eyes open for any special offers.

Q: How do I redeem discount codes/coupons?

A: If you want to use your discount code in order to make a saving you must first add the goods you want to buy to the shopping bag and proceed to the checkout. On the payment information page you can enter the code and click on ‘redeem’. Your order price will then be re-calculated and you can proceed to the checkout with a great saving.

Q: What happens if I forgot to use my discount code?

A: If you forgot to use your discount code and have already checked out there is nothing we can do unfortunately. However please bear in mind some discount codes will last for a certain time period so your welcome to use them again!

FAQ ON RETURNS

Q: How do I return an item?

A: If you want to return your purchase it must be in condition with our returns policy and within 14 days of the date shown on your dispatch note.

You must notify us online before you make a return. You can do this by:

• Log into your account and view ‘My Orders’ to see your order history.
• Then select the relevant order you would like to return.
• You must choose a return reason and then click on ‘Add to Return List’

Your return will then be logged online.

• Repack the item in the same condition it was in when received.
• Remove the Fashion Ethos address label found at the bottom of your delivery note. (If you have lost your delivery note please send to the address on the contact us page)
• Add the sticker to the postage bag you are using to return the parcel.
• You then need to return the package to a Post Office counter. Remember to obtain and keep a certificate of postage from the Post Office since this will act as your proof of delivery.

Q: What do I do if I receive the wrong item?

A: In the unlikely event that we send you the wrong item please forgive us!
Please contact us at customerservices@fashionethos.co.uk and give us the following details:

• Order number
• Product code or name
• Details of the fault
• Whether you would like to refund or exchange the item(s)

Q: How do I know if you have received my return?

A: As soon as we receive your return we will email you to inform you. Remember to follow our returns policy carefully and to keep the receipt from the Post Office as proof of postage.
If we have not got back to you within 10 days of you sending your item back please contact us at customerservices@fashionethos.co.uk stating 'return' as your enquiry reason and we will look into the matter for you.

Q: Can I exchange my item for a different style item?

A: Unfortunately you can not do this. You are able to exchange your item for another size or colour but not to a different style.

If you do want a different item please follow our returns policy and you will receive a full refund minus the initial delivery cost. You can then proceed to purchase a new item in the usual way.

Q: When will I receive my replacement item?

A: We aim to send out your replacement item within 2-3 days of receiving your return. When we have received your return we will email you to inform you; we will then send you another email to let you know that your replacement is on the way.

You will not be charged for the delivery cost on your exchanged item and we will send it in the same method as it was sent on your original order.

Please refer to our returns policy for further information.

Q: When will I receive my refund?

A: We will process your refund within 2 days of receiving your returned parcel. We will send you an email to inform you that we have received it and that we are processing your refund. Please make sure you clearly follow our returns policy so there are no issues here.
After you have received your email please allow up to 10 working days for the refund to be credited back to your account. This is something we have no control over and is up to your bank or card provider. Your refund will be credited back to the same account you used to make the payment with.
 
 Q: How come you have not refunded the original delivery charge?

A: We are sorry but we can not refund the initial delivery charge. However if you choose to exchange your item to a different size or colour of the same style we will send the new item out to you free of charge.

FAQ ON FASHION ETHOS

Q: Do Fashion Ethos have any stand alone shops?

A: No! Fashion Ethos is solely an internet retailer and wants to stay that way.
Who needs the journey into town, paying for parking, the queues at the checkout and the carrying of bags when you can shop in the comfort of your own home and have everything delivered to your door step?!

Q: What’s the best way to contact you?

A: As an online retailer we find it more efficient and effective if you contact us by email at customerservices@fashionethos.co.uk. We aim to answer all enquires within an hour of them being sent so we can provide the best possible service to you.

Fashion Ethos does understand that some customers prefer to talk over the phone and if you fit into this category please call us on the number on our contact page to speak to a customer service representative. Our business hours are 9am - 5pm.

Q: I would like to supply Fashion Ethos; how do I do this?

A: If you have a supplier enquiry please contact us on customerservices@fashionethos.co.uk

Q: Do you do wholesale?

A: For wholesale enquires please contact us customerservices@fashionethos.co.uk.

Q: Do you have sizing chart?

A: Yes. We want everything you buy from this site to look and fit great!

Q: I would like some more information on a product on the site.

A: We aim to provide as much information on each style as possible including content, product descriptions and washing instructions. However if you require more information on a product please contact us on customerservices@fashionethos.co.uk with your request and we will do our best to get back to you as soon as possible.