We want you to have a wonderful shopping experience on our site. We value you as a customer, and you are not just another number to us. Because of this commitment to outstanding customer service, we are happy to answer all emailed questions with the utmost urgency, offer 14-day hassle-free returns, and ship most items out within 1 to 3 days after you order an item (see the item's page for specific ship time details). We invite you to try our store out. We promise, you won't be disappointed!

Search
Just click on the magnifying glass in the top right corner. When you click it a search box will pop up. Enter what you are looking for in the search box and a full list of matching products will be displayed.

Shop by Designers
If you are using a desktop, on the top of our page in the header, you will see the "Designers" category. Just click on it to see all of our designers conveniently organized by alphabetical order.

If you are on mobile, in the top left click the 3 lines. Once clicked, you will see the "Designers" category.

Once your order is placed, your credit card will be charged, and it immediately will go into our order system. It will then go into a "Processing" status signifying it has been sent to our warehouse, where it will be packaged and shipped usually within 1 to 3 days. You will then receive an email confirming the shipment with tracking information after it ships.

If you keep getting sent back to the payment page during checkout, it is due to a problem with your billing address and/or credit card number.

Here is how to fix that:
1. Our system requires that the address & zip code you submit on the "billing" page during checkout match the address your credit card company has on file and that your credit card numbers are correct.
2. An error message is generated and printed at the top of the billing page when this happens to tell you exactly what caused the error.
3. Verify that the address listed near the top of the billing page matches the address on file with your credit card company EXACTLY. If you have recently moved, it may be your old address that the card is listed under or your new address. It is generally the address your credit card bill is sent to. If you have any doubt as to the proper address. Call your credit card company at the number listed on the back to verify they have your correct address on file.
4. Verify you are correctly typing in your credit card number, expiration date, and CVV code (there is a popup you can click on the billing page that visually shows what and where the CVV is if you do not know).
5. If everything is correct, hit "Continue" to proceed to the Checkout Confirmation page and then hit "Continue" once more to complete your order. Your order should have now gone through, and it should be complete. If you are redirected again to the payment page, see step 6 below.
6. If it did not go through, you will be redirected to the billing page again. Assuming you have enough credit available on your card, you can correct the errors listed at the near to top of the page and try again, or you can Contact Us for further assistance, and we will be happy to help. However, we do not suggest you try more than 3 times in one day.

The first reason is that trying the same transaction over and over triggers certain banks to lockdown your card. Then you have to call the number on the back of your card to unlock it.

The second reason is because each time you try to run a card it causes an "authorization" that holds the amount of the sale in your account until midnight. Our system releases this hold if the transaction did not go through automatically at midnight, and then your bank is signaled to release the funds. Your bank determines how long they will hold your funds. Usually it is only a few hours, but some banks hold this for a couple of days. This is very similar to the hold a gas station puts on your card when pumping gas or a hotel when you book a room. It is how the banking system works, and we do not have control over it. Please Note: There is no way for us to release "authorizations" caused by mistypes or billing address errors quicker. It is an automated process and completely controlled by your bank after it is released at midnight. 

Click Here to track your order.

Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

If you don’t have your order number, log into your account here and then go to 'Order History'.

To make sure you receive your items ASAP, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it.

You’ll need to place another order or return any unwanted items.

Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox- so just be patient! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

We may have sent your items in separate packages so please check your emails to see if any of your items will be arriving separately.

You can also check if your order has been split into more than one package by logging into 'My Account' and checking 'My Orders'. The item/s you ordered may have been out of stock.

It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

If you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help you.

We have fullfilment centers in many parts of the world, including Asia, Europe, and the U.S. to name a few. If your order has multiple items, they may be shipped from multiple locations and/or arrive in different packages on different dates, there are no additional charges for split shipments.

Your dispatch email, if your order is going to be sent in multiple parts then your dispatch email will only include some of the items you ordered, you will then get another dispatch email. You will also receive multiple tracking numbers.

Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add info@fashionnouveaux.com to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact our Support Center.

We’re really sorry to hear that you’ve received an item that’s not correct or in perfect condition. So that we can get this fixed for you please contact our 'Support Center'. When you first contact us please include the following information;

Your Name, Order Number, Product Name, Picture of the fault and a Description of the fault.

If you contact us via the 'Contact Us' page please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

If you've placed an order and received a cancellation email from us, we're sorry about that. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

If you're not in when your package arrives it may be left in a safe place like your mailbox or porch, or it may be left with a neighbor.

If this isn't possible it'll be left at your local post office and a calling card will be left to tell you where it is.

You may be able to rearrange delivery if you're not in when delivery is attempted.

Please double check the shipping cut off times for ordering and the date which we said it will be shipped by. If it's after 9pm on that date then it’s late. If it's before the advised shipping date and you've had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is. If your shipping date has passed, please contact us by going to the 'Support Center' page and have your order number ready.

Don’t worry—you have options! You can wait for your package to come back to us and we’ll give you a full refund. Or, let us know using the 'Support Center' page and we can have your item(s) resent. P.S. If the carrier was unable to deliver to your address, try using an alternative delivery address!

All orders are subject to a processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfillment center by the applicable carrier. Depending on a number of factors, standard domestic orders may take 1 to 3 business days (excluding Saturdays, Sundays, and Holidays) to process. This is just an estimate and doesn't include weekends or holidays.

Under unusual circumstances of extremely high volume, please allow us 1 extra business day of processing time.

In States where Fashion Nouveaux has an obligation to collect, you'll see sales tax applied to your order based on the shipping address that you've selected.

Orders to the U.S., Puerto Rico, Guam, and U.S. Virgin Islands
U.S. customers won’t see any customs charges. If your order has been delivered to a U.S. address, and you have been charged, please keep a proof of payment and contact our Customer Care team by going to the 'Support Center' page.

A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbor or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local office. You can then contact them to arrange collection or to schedule a new delivery date. If you have any further questions related to your delivery, please contact us by going to the 'Support Center' page.

Yes, you can have your package shipped to an alternative address; however, this needs to be done at the time of purchase. When filling out Billing address simply unclick the box that says ‘Shipping to same address’ you will then be given the option to enter a different shipping address. If this is a business address, always make sure you include the name of the company or organization in the address field as well as the contact name to ensure your package is successfully shipped.

Yes, we offer shipping to PO Box (APO) or Forces Post Office (FPO/ DPO) address with our Standard Delivery. This service can take up to 20 business days for the package to be delivered.

Fashion Nouveaux exclusively delivers to the United States and U.S. territories, encompassing P.O. Boxes, all U.S. military bases, APO/FPO, Puerto Rico, Guam, and the U.S. Virgin Islands. Fashion Nouveaux does not ship to customers outside the United States at this time. We will consider extending our shipping to other regions beyond the United States only when we can ensure reliable delivery times.

How do I return my package?

We're bummed things didn't work out for you, but here's the good news: You've got 14 days to send something back to us from the day you receive it. Just click the link here and follow the steps below.

When returning a package please follow the process below. You can download a returns label from the returns portal. Please keep your proof of postage receipt until after your refund is processed.

1. Repack your items.
2. Login to our returns portal. You will need your order number and email.
3. Select your preferred return option (Print returns label at home or QR Code).
4. Once you have processed your return in the portal you're ready to mail it off! Make sure you keep proof of postage!
5. Keep an eye on your return tracking. You'll get an email once we receive your returned item.

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewelry, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.

If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

This does not affect your statutory rights.

If you return via the returns portal, it can take up to 5 to 10 business days for your return to arrive to us and, up to 7 days for your refund to show in your account depending on your bank's processing time.

The refund will go back to the payment method you used when placing your order, once we've inspected and processed your return you'll get an email confirming it’s on its way.

If you've waited more than 14 days with no email from us then please get in touch by going to the 'Support Center' page.

Click here to view our Returns Policy.

Over 14 days? We move fast and the turnaround of stock we sell means that we will not be able to resell your goods. So unfortunately we cannot accept returns that are over 14 days.

If you need to return more than one order, please keep your orders separate, as returning more than one order in a package may delay your refund. Ready to return? Just click here.

By logging your return through the returns portal and sending it back to us using the label provided, you should receive your refund within 2 to 3 weeks.

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 card or store credit, this will be credited back to your fashionnouveaux.com account.

Your return gets processed by our returns team and your refund is then processed. If you do not receive notification that we have got your package at our fulfilment center within 30 days of sending it back to us, please give us a shout on the 'Support Center' page.

All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g. tags have been removed or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and we may have to send it back to you.

1. We'll send you an email when we've received your return in it's original condition.
2. Once your return has been inspected, any refund will be automatically issued to your original payment method.
3. Depending on your bank/card issuer it can take up to 7 to 10 business days to get back to you.
4. In the unlikely event your item is returned in an unsuitable condition, or outside of the 14 day return policy, we reserve the right not to refund you. If you want your items returned to you, we may request that you cover the cost of the shipping. 

Refunds are sneaky things and can show up in a couple of places:

1. Normally it shows on the day of refund confirmation by us (or up to 7 to 10 days after this date depending on your bank’s processing times)
2. If it’s not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 7 to 10 days after this date depending on your bank’s processing time).

Still can’t see it? Give us a shout on the 'Support Center' page.

Occasionally there are instances where orders are returned to us because of an invalid address or multiple delivery attempts by the shipping company. We will contact you when your shipment arrives back to our fulfilment center and let you know your options. If you have any questions regarding your shipment, feel free to use the 'Support Center' page.

Reduced merchandise or items that have "Final Sale" on the product page along with any bodysuits, tights, swimwear, lingerie, jewelry, fashion face covers, hats, fashion or styling body tape, and gift certificates/cards are not returnable.

We hope you love everything you order from FashionNouveaux.com, but if you don't you can do a return or an exchange.

We do offer exchanges on orders - our returns portal does allow you to make an exchange, so if you would like a different size, color (if available: products are available in very limited quantities for only a short period of time), or a different item, please follow the prompts in the returns portal.

All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g. tags have been removed or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and we may have to send it back to you.

We're really sorry if we've made a mistake with your refund!

If this is the case, please contact our Customer Care Team by clicking the 'Support Center' page, and we'll sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.

If you've got a promo code to use on site but you need some help with using it then check out the following steps on how to use your code.

Step 1: Check you've entered the code correctly
1. You need to enter the code exactly as it was given to you, without any spaces.
2. Type or copy and paste the code into the 'Promo Code' box.

Step 2: Make sure you click 'Apply code'
Once you've entered the code, click on 'Apply Code' and it will add the code to your order. When the code has been applied to your order, you'll see the promo value and the total of your order will change to reflect the code. You must enter the discount/promo code when you are checking out as it can't be applied later.

If you find that your promo code isn't working then please check the below:

1. You can only use one discount/promo code per order. This applies to our free shipping codes too.
2. Discount/promo codes cannot be used for E-Gift Cards or for any shipping charges.
3. As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiration date.

Step 3: Contact us
If your discount code is still not working after checking all of the above, then please get in touch with our Customer Care Team by clicking the 'Support Center' page.

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro and American Express. We also accept PayPal, gift cards and prepaid debit cards.

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. When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorization to take payment from your account.

You can only use one discount/promo code per order, this includes free delivery codes.

Sales tax is charged on items shipped to the US. In States where Fashion Nouveaux has an obligation to collect, you'll see sales tax applied to your order, which will be correct for the shipping address that you've selected.

How much is sales tax?
1. Sales tax is calculated on the total of your order, after discount.
2. The amount of tax charged to your order depends on your shipping address.
3. The tax is calculated based on state rates and the items you are purchasing.
4. We'll always show you how much sales tax you'll be charged when you go to checkout.
5. The sales tax shown at checkout will be for your default address so this may change if you change your shipping address.

If you receive an error message, make sure you’ve entered the correct details--and make sure to contact your bank first! If you’re still having issues, please contact us and include the following:

1. What operating system you use (ex. Windows, Mac)
2. What internet browser you used
3. What payment method you used
4. A description of the problem and what time the problem occurred.
5. If you receive an error message, please include it in your message.

Step 1. Place your order again

If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined.

Step 2. Make the relevant checks

To help ensure your order is not declined when placing a new order we suggest checking the following:
1. Check the card details on your Fashion Nouveaux account to make sure the information is correct, e.g. the expiration date or your billing address.
2. Make sure you enter the security code correctly - that's the three digit number on the back of your card.
3. Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
4. If you've checked all of the above, try paying with another card.

Step 3. Next steps

If your payment has been declined through the 3D secure security measures you’ll need to contact your bank for further information.

Whereas, if you've received an error message, please contact our Customer Care team with as many details as you can about the issue - including the error messages you receive, and we'll try to resolve it as soon as we can. 

As an online business our prices change in response to fashion trends, stock, promotions and demand from customers. This does mean an item can change in price after you've purchased it.

Sadly, we're not able to adjust prices or offer a refund or credit for the difference in price.

Most of our items do come back in stock, so keep checking back!

Step 1: Use the search bar
If you're searching for a product you'll need to go to the top of the page and click on the magnifying glass. Once clicked it will bring up the search bar at the top of the page.

Step 2: Browse by Category
You can also browse each category of products using the tabs at the top of this page. Just hover over them and you can select the type of items you want to look at.

Step 3: Check out our full list of brands
We've also got a full list of the brands we stock which you can browse to see if we've got your favorite. Chances are, we do - with many brands available! Just click the 'Brands Tab' at the top of the page and then pick the brand of your choice to see all the products we have for that particular brand!

We're really sorry if you've received an email saying one or more of the items you've ordered is out of stock.  

Why did I receive the email?
When this happens, it means we thought we had stock of the item when you placed the order. However, when we went to pack your order up we realized we didn't have the item available anymore.

For your security, we can’t change your email address. If you want to change your email address, you will just create a new account.

Log in your account here, select "view addresses" and you can either add a new one or edit an existing one.

Step 1: Check your email address
Make sure you're using the same email address and password you registered with.

Step 2: Change your password
If you can't remember your password, simply click on the "forgotten password" link on the sign in page. You'll be prompted to enter your email address, and we'll send you an email with a link that will allow you to create a new password for your account.

If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes. If your account is locked, you can also reset your password.

Step 3: Delete your Cookies
Try deleting your cookies, we've often found that clearing these means you can regain access to your account. Please be aware, this may also remove any items from your basket or Saved Items if you're not logged into your account before clearing your cookies.

If after this you still can't sign in, contact our Customer Care team by clicking the 'Support Center' page, giving as much detail as you can about the issue including screenshots of any error message you get and what you've done so far to try to resolve it.

If you've forgotten your password, it's really simple to get back into your account.

Step 1 - Head over to our sign in page by clicking here or it can be found in the right-hand corner of the screen.
Step 2 - Click the 'forgot password?' link and enter your email address.
Step 3 - We'll then email you a link directly to your registered email address to reset your password.

Having trouble finding the email?
We recommend checking your spam or junk folder if you can’t find the email. Make sure to also check the inbox of any other email address that may be linked to your account.