SUSTAINABILITY
What is your commitment to sustainability?
At Fashion Baby we are proud of our commitment to the planet. Since the very beginning, we have been doing all we can to make as little impact as possible. We are working hard to ensure eventually we get as close to a zero waste production as possible.
What materials do you use?
All of our products are PETA-certified vegan and made in Europe. We use a variety of food waste products and other recycled materials, and try to use as few virgin materials as possible.
What is your packaging made of?
The packaging is composed of both cardboard and recycled, biodegradable box, recycled wrapping paper, and recycling-friendly Kraft tape. Our plastic packaging is made of Corn Bagg and is 100% biodegradable.
Do you use sustainable glue/dye?
All the glue and dye that we use is controlled by the European Union’s REACH regulation.
Where are your products produced?
Our shoes are manufactured and produced in Portugal.
SHIPPING
Where do you ship from?
We ship worldwide from Portugal however our Swallowtail Lows (Camo Hawk, Eastern Tiger and Peacock) are located in the UK.
Which countries do you ship to?
We ship worldwide. If you can’t find your country on the list we have at the check out, please email us at iam@fashionbaby.xyz and we’ll be more than happy to help you.
Which shipping services do you offer? How much is the shipping cost?
We offer DPD and DHL mainly. The available shipping service is based on your selected location and will be displayed in the checkout. Costs will be shown before you check out so no surprises.
How long does it take for my order to arrive?
Delivery timelines may vary depending on your location. Considering that we ship from both Portugal and the UK, delivery to Europe takes between 3-5 business days. For export to Europe, it usually takes between 3-5 business days but please be aware that we have little control over the actual shipping time.
I did not receive my order, what should I do?
If you haven’t received your order within the expected delivery time, please contact our customer service within 30 days* from the date the order was placed. *After this period of time, we are not able to claim any lost orders.
How can I track my order?
After the purchase, you will receive a notification email with your order confirmation. Once the order is dispatched, you will receive an email with your shipment status and tracking number to allow you to keep an eye on your items.
Do you ship to PO boxes?
Unfortunately, we are not able to send packages to PO boxes in any of the countries that we deliver to at the moment.
Is my package insured?
The insurance covers accidental damage and/or missing item(s) during the shipment process. Due to the nature of international shipping, damage and/or missing items during transit cannot always be entirely avoided or predicted. Should such a situation occur, please contact our customer service team and we will contact the shipping company directly to claim financial compensation.
RETURNS
What is your return policy?
Our returns policy can be found here
- All products must be returned within 30 days since the order was received.
- All products must be returned in their original condition.
- All returns must include the original packaging.
*This applies to all products on our website, including products on sale.
*Please note that all orders placed between 25th November and 31st December can be returned
up until 31st January the following year.
How do I return my order?
For all returns, please send an email to returns@fashionbaby.xyz explaining why you would like a return. The most important thing to us is that you are happy with your purchase. Should you be unhappy with our delivered goods, you have the right to return the unused product within 30 days after the arrival of the goods and 14 days for discounted items. Please be aware that you are responsible for the product from the moment you receive it to the moment you ship it back to us.
When will I get my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If the item is returned in exactly the same condition it was sent to you in with tags still on and in an unworn condition the return will be approved.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and we will automatically refund your original method of payment. We will of course try to process your refund as soon possible but it can take up to 14 business days to receive.
Do you do exchanges?
If you wish to change the size and/or colour of an item that you purchased, you can do so at no additional cost within 30 days of delivery date. Please email iam@fashionbaby.xyz with “Exchange”in the subject title and inform us of all the details of the exchange including the replacement size and/or colour from those available. As soon as we receive your return we will ship it to the address from your original order.
Can I return an item bought in a store online?
Unfortunately not, your order must be returned in the same store as the purchase was made in. This also applies to orders placed online, you need to send the parcel back to our central warehouse with the pre-printed return label received with your order.
ORDERS
How do I know you received my order?
When you place an order at fashionbaby.xyz, we will send you an order confirmation to your registered email address. If you haven’t received it after a few minutes, please check your spam folder. If it’s nowhere to be found, please contact our customer service team and we will assist you further.
Can I cancel my order?
If the item has yet to be dispatched of course but please do let us know as quickly as possible otherwise you will likely have to return the item.
I have received a faulty order, what should I do?
We are sorry that you have received a faulty order, this is never our intention. Please contact our customer service team with photos and order number/s and we will assist you further.
PAYMENTS
What payment methods do you accept?+
We offer Visa, Mastercard, AMEX, Paypal, and Klarna for the majority of countries. The payment methods we offer are presented in the checkout, please make sure that you’ve chosen the correct country in the upper right corner.
Most countries are charged in local currency while some countries are charged in either US Dollar or Euro. Prices on the website will show the currency for the website that you are visiting.
Why has my credit/debit card declined at checkout?
If you receive the notification that your credit or debit card has been declined, please contact your issuing bank or payment provider.
Possible reasons for declined payments are invalid payment method, incorrect billing details or bank issues. We advise you to try another card/payment method or contact your bank.
Are VAT/tax and duties included in the given price?
When ordering from within the EU, United States, United Kingdom, Norway or Saudi Arabia all additional charges such as VAT/tax and duties are included in the given price.
When ordering from other countries than above, all prices exclude VAT/tax and duties. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders, or mark them as a gift.
How much tax and duty will I have to pay?
Unfortunately, we cannot estimate how much tax and duties you will pay to your country as this is egulated by the respective country. Your local customs office should be able to estimate the price of the import fees.
Can I claim tax or customs refund on a purchase made online?
Unfortunately not, tax on purchases made on our online store cannot be recovered through the VAT Retail Export Scheme. Please contact your local customs office to request a refund.*
*For orders outside the EU only. Orders within the EU are always duty-free.
Do you offer gift cards?
Currently this is not something that we offer, but it is something that we are exploring and hope to be able to offer in the future.