We want you to find the right answer. Got a question you cannot find below? Please use our contact form and drop us a line.


Can I return an item?


If you are a customer in the European Economic Area (EEA), you get 14 calendar days to cancel your order because you have changed your mind. This two week cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) at number point no.4 below.

If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.

• Items must be returned within 14 days of receipt.

• Items must be unworn and unwashed.

• Pierced jewellery cannot be returned for health and hygiene reasons.

• Underwear and swimwear can only be returned if the hygiene seal has not been removed.

• Beauty products and accessories cannot be returned for hygiene reasons.

• Shoes must be tried on indoors.

• Items must have all tags attached.


Please return your item(s) to us within 14 days after finding the fault, and remember to get in touch before returning. You can do this by going to our  ‘Contact Us’ section and a member of our team will look into it.

Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.


If you’re a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s). There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

Email us: [email protected]

Write to us via online chat: m.me/fashioner.ro

If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You’ll then receive a full refund as per the policy above.

Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.


How do I return?

You’ve got 14 days to send something back to us from the day you receive it.

Repack your items.-> Items must be returned unworn, unwashed, undamaged and unused with their original tags. -> Please send the item(s) back to us through a local post office or express services, like DHL, UPS, TNT, FEDEX and similar. By choosing one of the above-mentioned fast delivery options you might incur in import taxes and the delivery might be delayed due to the customs clearance process.

Only once we receive the returned item(s), we can issue a refund.

We do not offer Freight To Collect (FTC) service for the packages returned to us. Shipping cost for the returned packages are non-refundable and are paid by the customer.


It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer). If you paid for your order with a gift voucher or store credit, this will be credited back to your account.


Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the ‘How do I return?’ section and reorder for a replacement.

What are pre-orders?

Sometimes there is a high demand for some of our products. That is why we can use this option for you to be able to get your favourite look. Pre-orders usually take between 5-8 business days.

The products really look like in pictures?

Have no doubt that what you see is what you get. All out products are carefully selected for the highest demands.

Size Guide?

Coming soon…


How can I pay for my order?

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron, American Express, Discover and Diners. We also accept, Apple Pay (iOS only).

Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.

Pay at delivery: It is possible only for orders placed from Romania.

Payment issues?

Payment Error

If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly. Contact your bank to ensure there are no problems with the card. After this, please contact us by going to ‘contact us’ tab on this page to submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible (don’t worry if you’re not very technical or are unsure about any of the below; just give us as much information as you can):

  • What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
  • What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
  • What payment method you were trying (e.g. Mastercard, Visa)
  • A description of the problem and what time the problem occurred
  • If you get an error message, please include it in your message to us

Payment Declined

If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your account.

If the above doesn’t help, your Credit Card Company or bank will have more information.


Where is my order?

Your order could be in a couple of places… our warehouse, awaiting dispatch, with the courier on its way, or delivered. You can track your order here using your order ID from the confirmation email.

Can I cancel or edit my order?

If the order was not dispatched it can be changed. If it was dispatched this means we will be unable to make any changes. You’ll need to place another order or return any unwanted items.

Is there any customs, duties or taxes that I need to pay when I Sign for the parcel?

We do not add any hidden charges to your order. The price you see in the checkout is the item price + shipping fee you will pay. However, there are certain things that fashioner.ro has no control over such as the possibility of paying taxes when the goods enter your country.
Please note that all import taxes/ duties are the buyer’s responsibility.
Fashioner.ro will accept no responsibility for customs costs incurred. This does not apply for orders placed from Romania.

How soon I will get my order?

Total Delivery Time = Processing Time (1-3 business days) + Shipping Time. The date of receipt is depended on the shipping method you choose (about 2-5 business days).

After the payment is confirmed , It normally takes 1-3 business days for us to process your order. Please note that this does not include holidays or weekends.

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