Do I have to order online?

Ordering over the internet with fabulousonline.com is the safest and most secure method of paying and therefore we only accept orders placed online.

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When Will I be charged?

When you reach the final billing page and press 'Confirm' we will immediately contact your bank/card issuer for authorisation to take payment from your account.

If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.

If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.

If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).

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Do you sell gift vouchers?

Unfortunately we do not currently sell gift vouchers.

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Questions about delivery charges and destinations

 

Can I pick up my order from your warehouse?

Unfortunately it is not possible to pick up orders from our warehouse.

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Do you deliver to my country?

We deliver to most major countries. Please click here to contact customer care to find out the charges and delivery time.

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Do I have to pay import charges?

Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

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Which courier company do you use?

We use Royal Mail, Parcelforce and Interlink Express for deliveries within the UK. We use Royal Mail and Parcelforce to Europe and Rest of World.

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Can you leave the delivery at an agreed hiding place?

If you place your order using our Next Day Delivery service the courier may attempt to leave your parcel with a neighbour if you are out, or failing this, in a safe place, out of sight and the elements. If you place your order using our Standard Delivery service, all orders require a signature, so we are unable to leave your order in a safe place.

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Can someone else sign for my delivery?

Yes, anyone at the specified delivery address can sign for the goods.

 

 

 

 

 

 

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Questions about a product

 

Will you be getting any more in?

Unfortunately some items will be out of stock or be removed from the site altogether if discontinued. Please be advised that our Customer Care team cannot tell you when a product will be back in stock. Tip - We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again.

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I need more information about a product

We include as much information as possible about a product on the product page itself.  If you need more detailed information, please click here to contact customer care quoting the product code.

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The product I ordered is now reduced. Can you refund me the difference?

Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

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Can you tell me where else I can buy this product?

Please be advised that our Customer Care team cannot tell you where else our products can be purchased

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Technical Problems

 

During registration, I can't get past the 'find address' part.

If the pop-up window appears to freeze it is likely that your Internet Browser is not fully up to date and we suggest running Microsoft's Windows Update to install the latest updates. Click here to see how to run Windows Update.

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My email address/password is not recognised

• Maybe you registered with another email address? It is often the case that people forget which email address they used to register with us. You must use the exact email address and password combination with which you first registered in order to log back in to the site.
• Maybe you have forgotten your password? If so we can send you your password to the email address you registered with. Just fill in the box by 'Forgotten Your Password?' on the login page.

If these are not successful or you have other email address or password related problems please click here to contact customer care with your query.

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I'm having trouble with my basket

The most common resolution for this problem is to delete the cookies on your PC and try again. To do this please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further basket problems.

Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.

If this is happening to you, it may be because you are using the 'back' button on your browser, rather than the links in the website itself. Please try again using the 'continue shopping' button on the basket page and then only click on links within the ASOS.com website. Do not use your 'back' button, or any other button on your browser if you can help it.

We use cookies to remember who you are, please make sure that you can accept cookies from us, for an explanation of cookies click here. For help with enabling cookies click here. If you are sure you have already enabled cookies perform a simple test by clicking here.

If these problems persist please click here to contact customer care

 

 

 

 

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I am told that my card has expired, even though the expiry date is in the future.

This problem occurs when the date set on your own PC is wrong. Please check the date is correct (double click on the time at the bottom right of your screen) and then try placing your order again.

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Your order

 

Can I change my order

Once your order has been confirmed, it's not currently possible for you to change or cancel it prior to dispatch. Please refer to the 7 day Cooling-off period for more details.

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Can you confirm you've received my return?

Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.

Please note that we usually process a refund or exchange within 3 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 3 working days have passed since we received your return.

If it has been more than 3 working days since we received your return please click here to contact customer care

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Can I cancel my order

Once your order has been confirmed, it's not currently possible for you to change or cancel it prior to dispatch. Please refer to the 7 day Cooling-off period for more details.

 

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7 day Cooling-Off Period

In addition to our returns policy , under the United Kingdom's Distance Selling Regulations you have seven working days (beginning the day after receipt) to cancel your purchase from ASOS.com, for a full refund. This does not apply to items that cannot be returned; these items are clearly marked with a '+' next to the product name. In this case we will provide you with a full refund but we would ask you to return the cancelled items at your cost. If we do not receive the cancelled items back, we may arrange to have them collected at your cost.

To cancel your Standard Delivery Order please click here

To cancel your Next Day Delivery Order, please click here

If your order has already shipped, you will need to return the order to us. See How do I return an item(s)

ASOS.com
Century House, Maylands Avenue
Hemel Hempstead Industrial Estate
HEMEL HEMPSTEAD
HP2 7DE
UK

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I'm not going to be in when you deliver my parcel. What will happen?

The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.

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I forgot to use my Discount Code / I used my Discount Code but price stayed the same

Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout.

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My order is a gift for someone. Can I add a message to it?

Unfortunately this is not a service that we provide at this time. If you are ordering for delivery to an address other than the billing address, as is often the case with gifts, the invoice will be sent to the billing address so if the order is a gift the recipient will not see how much was spent on the order.

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'You haven't replied to my query'

It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please click here to contact customer care stating your secondary email address or a family member's or trusted friend's email address. Please include YOUR Name, registered ASOS.com email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.

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Tracking Your Order

 

Can I track my order?

You can track your orders on-line. This page displays your order history as well as the status of any open orders.

Next Working Day Delivery orders can now be tracked in more detail directly from the courier's website. Please visit Order Tracking and click on the 'Track this Order' link. Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.

Click here to visit the Order Tracking Page

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Where is my order?

Standard Delivery Orders

• We aim to deliver Standard Delivery orders within 3-4 working days. Please note that this means your order may appear as 'Order Processing' for 3 working days after your order is placed, especially at busier times of the year, such as Christmas.
• Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you use our Next Working Day service.
• Once your order is displayed as 'Shipped' please remember to allow 3 working days for your order to arrive. Again, at busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 5 working days after your order is 'Shipped' before contacting us.
• For destinations outside the UK you will have to allow a certain amount of additional days for delivery. Please check our Delivery Charges page for information.

If you have followed the instructions above and still have not received your order, please click here to contact customer care with your query and order number.

Next Working Day Orders

• You can track your Next Working Day Delivery order directly from the Courier's website. Please visit Order Tracking and click on the 'Track this Order' link for detailed tracking and status information on your order. Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.
• If you are expecting delivery of your order today (i.e. your order was placed before 4.00pm on the previous Working Day (Monday-Thursday, except bank holidays)), please allow for delivery to take place up to 5.30pm. A courier, requiring a signature, delivers the packages and so your order will not arrive with the normal post.
• If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from their depot.

If you have followed the instructions above and still have not received your order, please click here to contact customer care with your query and order number.

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Returns

 

I need to return an item

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a full refund on receipt, or exchange the item for a different size / colour if preferred.

Please note:

• If you require a different product (rather than a different size or colour of the same product) you will need to place a new order online and return the original item for a refund.
• Some products are non-returnable; these are clearly marked with a '+' next to the product name. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

For more details, including the returns address, please refer to our Returns Policy

 

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Faulty item

If the item you received is faulty, please click here to contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.

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I received the wrong item

If the item you received is not what you originally ordered, please click here to contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

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How long will it take to refund me?

Before contacting us please take note of the timescales required to process a refund:

• Please allow 3 working days from receipt of a return for us to process a refund.
• Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent).
• After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 2 Working Days).

 

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When will I receive my replacement?

Before contacting us please take note of the timescales required to process an exchange:

• Please allow 3 working days from receipt of a return for us process an exchange.
• Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
   - UK - Up to 4 Working Days
   - European Union - Up to 8 Working Days
   - Rest of World - Up to 14 Working Days

 

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Part of my order is missing

Regrettably mistakes can happen. If you have received you order and an item is missing, please click here to contact customer care quoting your order number and the missing item and they will investigate the matter further.

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Can I return my goods in person to your Warehouse?

Unfortunately, for security purposes, we are unable to accept any orders returned to our Warehouse.

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Do I have to pay for return postage?

If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

If the item you received is faulty, please click here to contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.

If the item you received is not what you originally ordered, please click here to contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

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Why have you not refunded the delivery charge?

Delivery charges (the P&P cost you originally paid to have the order delivered to you) are non-refundable.

 

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You have refunded me the wrong amount

Regrettably mistakes can happen. If you think you have been refunded the wrong amount please click here to contact customer care quoting your order number and the required refund amount.

Please note:

• Delivery charges are non refundable so you will be refunded the full value of the items returned less the delivery charge.
• If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.
  
  For Example:
• The value of the products in your order was £100 and you used a "£10 off when you spend £100" discount, therefore paying £90.
• You then returned a product to the value of £10, which means that the value of the products you kept is now only £90.
• An order to the value of £90 would not qualify for a "£10 off when you spend £100" discount; therefore the £10 discount originally applied will be deducted from the refund amount.
• Your refund would therefore be £0

 

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About Fabulousonline.com

 

I'm new, How do I order?

 All the items you see are available to buy online. Simply click on the item you wish to buy, select  required product and click 'add to shopping bag'. You can then go back and add additional items to your basket or 'proceed to checkout'.

Please note you will need your credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent).

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Can I Contact you by Phone?

We prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you. Please note that in surveys, our customers have overwhelmingly and consistently said they wanted cheaper prices over anything else.

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Do you do wholesale?

Yes we do. Please click here to contact customer care

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Supplier Enquiries

If you are interested in selling your products to us please click here