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FAQs

  1. HOW DO I PURCHASE AT FASHIONCLINIC.COM?
  2. WHAT PAYMENT METHODS DOES FASHIONCLINIC.COM ACCEPT?
  3. IS IT SAFE TO USE MY CREDIT CARD ONLINE AT FASHIONCLINIC.COM?
  4. IN WHICH CURRENCY WILL I BUY?
  5. HOW DO I KNOW IF YOU HAVE RECEIVED MY ORDER?
  6. HOW DO I KNOW IF AN ITEM IS ON STOCK?
  7. WHY IS THE ITEM I ORDERED UNAVAILABLE?
  8. CAN I CANCEL OR CHANGE MY ORDER?
  9. HOW DO I KNOW WHICH SIZE TO CHOSE?
  10. HOW DO I KNOW THAT THE PRODUCTS DISPLAYED AT FASHIONCLINIC.COM ARE AUTHENTIC?
  11. WHAT CAN I DO IN CASE OF FORGETTING MY PASSWORD?
  12. MY PERSONAL INFORMATION SHALL BE KEPT PRIVATE?
  13. DO I NEED TO OPEN AN ACCOUNT TO PLACE AN ORDER?
  14. TO WHICH COUNTRIES FASHIONCLINIC.COM SHIPS TO?
  15. WHEN WILL I RECEIVE MY ORDER?
  16. CAN I COLLECT MY ORDER INSTEAD?
  17. CAN I TRACK MY ORDER?
  18. WHAT COURIER COMPANY DO YOU WORK WITH?
  19. IN WHAT PACKAGING SHOULD I EXPECT TO RECEIVE MY ITEMS?
  20. HOW MUCH WILL I BE CHARGED FOR SHIPPING?
  21. WHEN WILL I BE CHARGED?
  22. DO I HAVE TO SIGN FOR DELIVERY?
  23. CAN I RETURN OR EXCHANGE AN ITEM?
  24. HOW DO I RETURN AN ITEM?
  25. WILL I BE REFUNDED OF THE FULL VALUE OF MY ORDER?
  1. HOW DO I PURCHASE AT FASHIONCLINIC.COM?

    Purchases at Fashionclinic.com are simple and easy. Prior to shopping, we recommend you to read our Terms and Conditions and FAQs. Every product you wish to purchase can be added to your shopping bag by choosing the size, quantity and color and clicking the “ADD TO SHOPPING BAG” button. At this point you can continue shopping or simply browsing the website. You can also click in the “SHOPPING BAG” icon to see your selected produtcs any time. When you decide to place your order, click the “CHECKOUT” button and let yourself be guided through our checkout process.
  2. WHAT PAYMENT METHODS DOES FASHIONCLINIC.COM ACCEPT?

    We facilitate two payment options: Paypal and Credit or Debit (when the issuing bank allows “card not present” payments) Cards: Visa, Mastercard. In some cases it might be needed an authorization from the issuing bank.
  3. IS IT SAFE TO USE MY CREDIT CARD ONLINE AT FASHIONCLINIC.COM?

    One of our top priorities is the safety of the payment process and also your protection. As such we enable you to execute payments through Paypal and OGone. If you chose to pay through credit card all transactions are managed through protected online systems provided by INGENICO (www.ingenico.com), which accepts Visa and MasterCard. INGENICO is certified for 3D Secure protocol implementations from VISA and MasterCard (Secure Code), and all information is encrypted using SSL/TLS encryption, which prevents unauthorized access to card details. FASHIONCLINIC.COM does not store card numbers or any other payment information. We advise Users to apply for E-commerce security PIN CODES provided and Verified by Visa and SecureCode by MasterCard. For more information, please visit www.visa.com and www.mastercard.com. If you chose to pay through PayPal, your financial information is never shared with FASHIONCLINIC.COM, and you can pay using only your email address and PayPal password. PayPal monitors every transaction 24/7 to help prevent against fraud, email phishing and identity theft. Every transaction is heavily guarded behind PayPal’s next-level encryption. For more information, please visit www.paypal.com.
  4. IN WHICH CURRENCY WILL I BUY?

    FASHIONCLINIC.COM discloses prices in Euros (€), which means that you shall purchase and pay for the selected products in this currency.
  5. HOW DO I KNOW IF YOU HAVE RECEIVED MY ORDER?

    After the placement of your order you shall receive an acknowledgement receipt email of your order, which shall not constitute a confirmation order. The confirmation and dispatch of your order shall be informed to you by a subsequent email to be issued once your payment have been approved and after verification of your address and separation of your selected items. If any of your selected and ordered items is out of stock you will be quickly informed and the payment for such items will not be processed or you may also be refunded, if payment was already processed.
  6. HOW DO I KNOW IF AN ITEM IS ON STOCK?

    All of our items are available in stock unless the information ”sold out” is displayed. Please note that the products selected to your shopping bag are not to be considered as reserved and may be purchased by another customer until you receive your order confirmation.
  7. WHY IS THE ITEM I ORDERED UNAVAILABLE?

    Our website stock is synchronized with the physical stores. However, if an item is sold at the store and online at the same time, our online stock may be temporarily inaccurate.
  8. CAN I CANCEL OR CHANGE MY ORDER?

    If you are not perfectly satisfied with your order you can cancel it by sending an email to customerservice@fashionclinic.com, before your items have been dispatched. Afterwards it is no longer possible to cancel your order, but you can return it once the items have arrived to your selected destination. For further instructions please visit our Returns & Refunds page.
  9. HOW DO I KNOW WHICH SIZE TO CHOSE?

    Sizes can vary greatly by designer. To convert the sizes displayed at FASHIONCLINIC.COM to your usual size, please click in the “SIZE GUIDE” button displayed in every item page. For a specific size query please contact our Customer Service team by email addressed to customerservice@fashionclinic.com.
  10. HOW DO I KNOW THAT THE PRODUCTS DISPLAYED AT FASHIONCLINIC.COM ARE AUTHENTIC?

    We are an authorized retailer for all designers we feature, which means that every item you find at FASHIONCLINIC.COM or at our physical stores is 100% authentic.
  11. WHAT CAN I DO IN CASE OF FORGETTING MY PASSWORD?

    In order to reset your password, please follow the instructions displayed in the “SIGN IN” page.
  12. MY PERSONAL INFORMATION SHALL BE KEPT PRIVATE?

    All of your personal information is confidential and will be kept and treated as private. For more information please visit our Privacy Policy page.
  13. DO I NEED TO OPEN AN ACCOUNT TO PLACE AN ORDER?

    It is necessary to open an account at FASHIONCLINIC.COM to place an order, which shall also facilitate your checkout process. Once you open an account, you won’t need to insert all your information again and the next shopping experience will be simpler and quicker.
  14. TO WHICH COUNTRIES FASHIONCLINIC.COM SHIPS TO?

    At the moment FASHIONCLINIC.COM ships to Europe. Please send us an email to online@fashionclinic.com and we will let you know once we start shipping worldwide.
  15. WHEN WILL I RECEIVE MY ORDER?

    The orders are delivered from Monday to Friday between 9am and 5pm. This estimated delivery time period is supposed to be understood as an estimation only, since the effective delivery initial term shall only start counting from the date of dispatch. We will make our best efforts to ensure that your order is delivered on time but we are not responsible for any delays caused by events beyond our control.
  16. CAN I COLLECT MY ORDER INSTEAD?

    Yes. Instead of having your order delivered you can collect it from one of our four Fashion Clinic physical stores in Portugal, without any associated costs. We have two physical stores in Lisbon and another two in Oporto. You have 7 (seven) days to collect the purchased item(s) from the moment you receive an email confirming that such item(s) is ready to be collected. Once at the store you will be required to exhibit your Identification Card and Confirmation Order email. If you do not collect your order within the stipulated time period we will start the refund process.
  17. CAN I TRACK MY ORDER?

    Yes, it is possible to track your order. Once your order has been shipped you will receive an email confirming the shipping details and a tracking number. You can visualize and track the status of your shipment by inserting your tracking number in DHL Website.
  18. WHAT COURIER COMPANY DO YOU WORK WITH?

    Currently, our courier partner is DHL.
  19. IN WHAT PACKAGING SHOULD I EXPECT TO RECEIVE MY ITEMS?

    Customer satisfaction is our top priority so all the orders are packed very carefully. You can expect to receive your items packaged in a discreet yet elegant box that ensures you to receive them in perfect conditions.
  20. HOW MUCH WILL I BE CHARGED FOR SHIPPING?

    Shipping costs are calculated based on the size, weight and destination of your order, which are to be disclosed on the order review page. From time to time we offer promotional shipping. Shipping costs are in euros and include taxes when applicable. Shipping costs will be added to the total price amount of the products ordered by you and must be paid in euros.
  21. WHEN WILL I BE CHARGED?

    If the payment is to be executed by credit card, payments will usually be taken once your order is approved and prepared for shipping. Please note that your bank or card issuer may reserve the money for a short period. If you choose Paypal, payment will usually be taken immediately. If you cancel your order we will cancel the transaction, which means that there will be no need to process a refund or, if you paid by Paypal we will refund you through your original payment method.
  22. DO I HAVE TO SIGN FOR DELIVERY?

    As a security precaution an email and a copy of the invoice will be sent to the cardholder’s registered email address and destination address, and a signature will be required on specific receipt documents upon delivery of all shipped products. Please confirm the integrity of your order before sign it. If The box containing the products is damaged upon arrival, we recommend you to either refuse the delivery or make a specific note stating that you are receiving a damaged box when signing the required receipt documents .
  23. CAN I RETURN OR EXCHANGE AN ITEM?

    We hope you feel enchanted with your order, but if by any reason you are not perfectly satisfied with it, you shall have 14 (fourteen) days to return your items without any penalty or need of explanation. Please inform us on the main reason of your return to allow us to improve our website services. For further information about returns and exchanges, please visit our Terms & Conditions page.
  24. HOW DO I RETURN AN ITEM?

    1. You shall have 14 (fourteen) days to decide if you want to keep your items and to inform us within this time period, without any penalty;

    2. If you decide to return or exchange your order, simply request a Return Authorization Number (RAN) by sending an email to customerservice@fashionclinic.com. Please inform us in the same email if you want to return your item directly in store or if you want us to book a collection with our courier partner – DHL;

    3. If you decide to return your item in store: Please chose the most convenient one by visiting our “stores” page, and inform us in the Return Authorization Request email;

    4. If you decide to return by DHL: You must inform us of your decision in the Return Authorization Request email and we will take care of the return procedure by contacting DHL service to book a collection, which will allow you to send your item back to FASHIONCLINIC.COM;

    4.1. Please prepare your package so it can be delivered to the DHL driver for pick-up along with your commercial invoice;

    4.2. Complete the DHL required documents with all the necessary information;

    4.3. We will not assume responsibility if you decide to use a different courier to return your order;

    5. All returns must be sent back inside the original packaging and the items should be returned unworn and in perfect condition, with all FASHIONCLINIC.COM and designer garment tags still attached. Returns that are damaged, soiled or returned without their original labels and tags may not be accepted and may be sent back to the customer. When designers packaging such as authenticity cards, dust bags and leather tags are provided along with your selected items, these must be included in your return. Footwear should be returned unmarked and in its original and undamaged packaging as this is considered part of the product. Technology products should also be returned in the original packaging. Briefs, swimwear and bikini bottoms should be tried on over underwear. Returns may not be accepted if the strip has been removed or if the items are soiled, and may be sent back to the customer.

  25. WILL I BE REFUNDED OF THE FULL VALUE OF MY ORDER?

    All successfully returned items will be credited to the account used by you to purchase the items. We will credit you of the cost of your order, including any sales tax applicable at the time of your purchase. The costs arising from the return of your order will also be refunded. The original shipping charges will not be refunded, as these costs are to be supported by you. Please note that it can take up to 14 (fourteen) days for the refund to be credited in your bank account, which shall start counting from the date in which you informed us on the decision to return the order. This deadline may be suspended until we receive the returned items or until you send us proof of such return.
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