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FAQs

Orders & Payment Policy
How can I place on Order on your website?

Just go through these Simple Steps to place an order on our website -

  1. Click on the product to be ordered
  2. Select the required size (XS,S, M, L, XL…) and click "ADD TO BAG"
  3. Go to your bag page, once you have added all the products you wish to buy
  4. Enter discount code (if any) on the bag page
  5. Click 'CHECKOUT'
  6. Sign in to your account using the registered e-mail id and password or create a new account if you are a first time visitor in one short step
  7. Enter your Shipping Address
  8. Choose from Prepaid & COD Payment Options
  9. Re-check your Order details
  10. Click on "Place Order"
  11. In case you have selected Prepaid options, you will be re-directed to a fully secure payment gateway where you need to enter your card/wallet details.
  12. In case of a COD order, an additional Rs 50 will be levied as a COD charge
  13. Once you confirm your billing, your order is placed - You can now note down the order number for tracking purposes.
What are the payment options available?
  1. Credit card and Debit card
  2. Net Banking
  3. Cash on Delivery for India
  4. Paytm wallet
  5. MobiKwik Wallet
  6. Paypal (All countries except India)
Is it safe to use my credit/debit card on faballey.com?

You can be assured that FabAlley offers you the highest standards of security currently available on the internet so as to ensure that your shopping experience is private, safe and secure. Your bank will authorize the card transaction directly without any information passing through to us – we do not retain your banking information.

What happens to the money deducted from my debit card/credit card/Net Banking/Wallet for an unsuccessful prepaid order?

If your card is debited by mistake, you need not to worry. Please make sure of the following at your end –

  1. Please check your bank/credit card account - Has it been debited? If yes, and it shows a failed transaction message then please note a failed transaction is normally rolled back within 7 business days. The time taken can vary from bank to bank and we unfortunately won't be able to expedite this. Please check with your bank for more details.
  2. If the transaction is successful and the money has been credited to our account, please update us with the transaction number from your card-issuing bank over an email and we will initiate the refund within 3 days of your request; in case you wish to go ahead with the order we will dispatch the same at the earliest.
  3. The expected timelines for payment reversal are as below:
    1. Net Banking - 4 business days
    2. Debit Card /Credit Card - 10 business days
I got a confirmation call for my COD Order. Why is that?

After placing a COD order, a confirmation call may be made to verify the mobile number and shipping address of the recipient of the FabAlley order. This is crucial to ensure smooth coordination between you and our courier partner. Our processing team starts working on the order only after confirmation. If you are unreachable or unable to attend the call, please contact Customer Care on +91-120-4999470 to confirm the purchase within 24 hours of making the purchase. Please note that if we are unable to reach you on phone within 3 days of COD order placement, we will be forced to cancel the order.

Is there a purchase limit for a COD purchase?

Yes, COD option is available on purchases up to a limit of Rs. 10,000, beyond which purchases can only be made using Netbanking, Wallets or Credit card/Debit card.

How do I pay the courier person for COD purchase?

Please pay the courier person in cash only. We do not accept cheques or DDs.


Order Status & Tracking
How do I check the status of my order?

Login to your account, click on My Orders to get all order details and status updates.

How can I track my order shipment?

Orders, once processed and shipped can be tracked using the consignment/tracking number, commonly referred to as the AWB number. You can track your order in two ways -

  1. After you log in to your FabAlley account, go to your ‘My Account’ page and find the order number your wish to track. Click on ‘Track my order’ to see real-time updates of your shipment status. Please note that this link becomes valid only after 24 hours from the dispatch of your order.
  2. Alternately, you may track your order through our order shipment email which provides a direct link to track your order real-time on the service provider’s website

In cases where our website can’t link to the courier service providers’ website real time, we will share the AWB number and provider’s name with you via email and on your account page. To track your shipment status, all you need to do is -

  1. Go to the service provider's website
  2. Type in the tracking number provided in the mail in the Tracking section and check the status
How do I redeem a coupon?

Once you have shortlisted the product you wish to buy, select the size, click Add to Bag and view your bag. Here you can enter your discount/coupon code, click on apply code, and follow the rest of the instructions to place your order.

How will I know if my order has been placed successfully?

You will receive an email confirmation and an SMS from FabAlley once your order is successfully placed. The mail & SMS will have all the details related to your order.


Shipping Policy
What are the shipping charges on faballey.com?
Country Service Cost Delivery Time
India Ecom Express, Delhivery INR 50 3-6 Business Days
USA/UK Fedex, Bombino Express USD 15 (Signature On Delivery Required) 7-10 Business Days
All Other Countries Fedex, Bombino Express USD 10 7-10 Business Days
Do the Shipping charges vary on the number of items purchased/weight of the order?

All Shipping charges are FLAT irrespective of the order size and weight.

How long will it take to receive the ordered products?

We attempt to process and ship every order within 48 working hours. Your order will get delivered within 5-8 Business Days depending on your location in India. In some cases, it may take longer to receive the shipment depending on your accessibility.

For International Shipping, the average delivery time is 12-15 Business Days depending on the country of residence.

What should be done if my package has been opened or tampered with or if I receive an incorrect article?

Please don’t accept a shipment that has been tampered with in any way. Just call up customer care on +91-120-4999470 and inform us. We will re-send the shipment to you.

What delivery methods do you use?

We use leading courier companies such as Ecom Express, Delhivery, Bluedart and Aramex for shipment in India. All international orders are sent through Fedex.

How do international duties and taxes work?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges and cannot tell you the cost as it varies from country to country.


Cancellation Policy
What is FabAlley’s Cancellation Policy?

You can cancel an order until it has been packed at our Warehouse through our Website, Mobile Site or App. This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made.

Can I modify the shipping address of my order after it has been placed?

No, you cannot modify the order yourself after placing an order on FabAlley. Please get in touch with customercare@faballey.com, should you have any shipping address change request. Please note that the shipping address can only be changed before your order has been packed at our Warehouse.

How do I cancel my order?

You need to be logged into your FabAlley account to cancel an order. Once you are logged in, tap on ‘My Orders’ section under the ‘My Account’ section and then select the order you want to cancel.

I just cancelled my order. When will I receive my refund?

If you had placed the order using Cash on Delivery, there is no amount to be refunded at our end as you haven’t paid for the order yet. For payments made via Credit Card, Debit Card, Net Banking or Wallets you will receive refund (including Shipping Charges) into the source account within 7-10 business days from the time of order cancellation. If payment was made by redeeming FabAlley store credit, refund will be initiated into your FabAlley Credits account within 1-2 days of your cancellation.


Returns & Exchange Policy

Please note that this policy is valid for orders placed within India only.

What is FabAlley’s 15 days return policy? How does it work?

FabAlley’s 15 day returns and exchange policy gives you an option to return or exchange items purchased on FabAlley for any reason within 15 days of receipt of the item. We only ask that you don't use the product and preserve its original condition, tags and packaging. You are welcome to try on a product but please take adequate measures to preserve its condition. There are two ways to return the product to us:

  1. Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request
  2. Self-Ship: If we don't offer a pick up at your location, you will have to ship the product to us. In such cases, we will credit Rs. 100 into your FabAlley Store Credits account if the product satisfies the return policy

Once we pick up and receive your returned product, we will do a quality check of the product at our end and when the product passes the quality check we will credit the amount you paid for the products into the refund mode selected by you at the time of initiating return request. If the picked up product does not pass the quality check, we will ship it back to you. All exchanges are subject to stock availability and subject to your address being serviceable for an exchange. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternate product, we suggest that you return it to obtain store credit and purchase the new item separately

The following EXCEPTIONS and RULES apply to this Policy:

  1. All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact (for e.g. shoes must be packed in the original shoe box)
  2. We only accept returns for products purchased directly from FabAlley’s desktop/mobile sites or app. Any return request for products purchased from our indirect online and offline distributors will be declined by us
  3. Please note that we do not refund any Shipping or COD charges incurred by you.
  4. Under our Exchange Policy, only size exchanges are allowed. Exchanges are allowed only if your address is serviceable for an exchange by our Logistics team
  5. If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.
  6. If you self-ship your returns, a fixed amount of Rs. 100 will be reimbursed subject to your return having met our Returns and Exchange Policy
How do I return products purchased from FabAlley?

You can return products purchased from FabAlley within 15 days of receiving the product. Please follow these steps -

  1. Create a 'Return’ under “My Orders” section of App/Website/M-site. Follow the screens that come up after tapping on the 'Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us on the basis of the return mode
  2. We offer pick-up facility in select locations basis our courier serviceability
  3. 3. If reverse pick-up option is not available at your location you can self-ship the product to us

Pick-up: If you select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags intact. Keep the packet ready to expedite the return pickup. Once your return reaches our warehouse and the product has been approved by our quality staff, we will credit refund into the source selected by you at the time of return initiation

Self-ship: In case your area pin code is not eligible for “Pick-up” mode then please self-ship the product to us. Please pack the product and ensure product is unused, unwashed and all the tags are intact. Also, please mention Order No. and Return id on a piece of paper and place it in the packet. Kindly address the package to the following address -

Faballey
High Street Essentials Pvt. Ltd.
C-20, Sector 7
UP India 201301

HIGH STREET ESSENTIAL PVT LTD C-20 SEC-7 UP INDIA 201301

We will send you a confirmation email as soon as we receive the shipment at our warehouse

How do I place an exchange request on FabAlley?

If you want to exchange products purchased from FabAlley, please follow the below mentioned steps:

  1. You can create exchange for products purchased from FabAlley within 15 days of its delivery under “My Orders” section of App/Website/M-site. If your address is serviceable for exchange you will be able to proceed and generate an exchange id. Please note down your exchange id for future reference
  2. Place the product in a packet and seal it. Please ensure product is unused, unwashed with all the tags intact.
  3. Hand over the original product to our delivery staff once he/she arrives for the return pick-up
  4. Once the product is received at our warehouse and passes the necessary quality checks, we will ship the requested for exchange to you. Please note that if the exchange size is not available at our warehouse, we will contact you to convert your return into store credit or refund, as per your preference
  5. In case you face any size issue with the exchanged product as well, please note that we will not provide a further exchange. You may self-ship the exchange back to us, and we will process store credit/refund for the same (excluding Shipping and/or COD charges) as per your preference
  6. The exchange process at FabAlley takes 15 - 18 business days from the date of placing the exchange request
How long will it take for me to receive the refund of my returned product?
  1. The entire return request to refund completed journey will take 15 - 18 business days
  2. We will pick up the return within 4 - 7 days from the request placement date
  3. The return takes about 6 - 8 business days to reach our warehouse
  4. Once the returned product is received at our warehouse and passes all the necessary quality checks, we will issue a refund to you. We will send a refund confirmation e-mail to you once we process the refund at our end, and it will take 3-4 business days for the amount to be credited into your account
  5. In case of any refund discrepancies, FabAlley may at its sole discretion, request you to share with us a screenshot of your bank statement
I returned my order and received store credits. How do I apply them?
  1. Once you return a product to us, we will add the value of your order (Minus any Shipping and/or COD charges) back in your account as FabAlley Store Credits. You can use your store credits for further shopping with us
  2. Once your select the product/products to buy and add to bag, automatically a store credit tab will reflect the store credits utilized by you on the checkout page, and the total amount to be paid by you will be calculated after deducting the store credits in your FabAlley account
  3. Please note, you need to be signed in with your registered FabAlley ID to view and utilize your store credits
How do I return multiple products from a single order?
  1. If you are returning multiple products from a single order together, we will generate a single Return ID for all products and you will receive an e-mail confirmation for the same
  2. If you wish to return another product from a single order at a later date, still within the 15 days return policy, we will accept your return but we will not arrange a reverse pick-up for the second time. The subsequent returns for the same order will be self-shipped by you and no reimbursement for the same will be provided by us in any form
Does FabAlley pick up the product I want to return from my location?

Currently, we pick up products only from selected PIN Codes. If your area pin code is serviceable, you will be able to select the pickup option when you create a Return Request on App/Website/M-site. Please note the following salient points -

  1. We will pick up the return within 4 - 7 business days from the request placement date
  2. Please keep the return shipment ready
How can I Self-Ship the product to FabAlley?

If your area pin code is not serviceable for pickup, you will need to self-ship the return item via any reliable courier partner. Please ensure to place a sheet of paper with the details of Order ID and Return ID for each item included in the package. For all self-shipped returns, you will be reimbursed Rs. 100 via FabAlley Store Credits

Where should I self-ship the returns?

Please mention Order No. and Return id on a piece of paper and place it in the packet. Kindly address the package to the following address -

Faballey
High Street Essentials Pvt. Ltd.
C-20, Sector 7
UP 201301
INDIA.

Why has my return request been declined?

This may have happened, if the item you returned is used, damaged or original tags are missing. For more details, please call our customer care

Why did the pick-up of my product fail?

We make three attempts to pick up the item, if the item is not picked up in the third attempt, Pickup request will be marked as failed. You can initiate a new return request, if the item meets the return criteria and is within 15 days from the date of delivery. For more details, please call our customer care


International Ordering & Shipping Policy

This policy is valid for all orders shipped to outside of India

What are the shipping charges on International orders?
Country Flat Shipping Charge
USA & UK USD 15
Other Countries USD 10
How long will it take to receive the ordered products?

For International Shipping, the average delivery time is 12-15 business days depending on the country of residence

What delivery methods do you use?

All International orders are sent through Fedex

How do International duties and taxes work?

Most countries are shipped to on a DDU (Delivery Duty Unpaid) basis, which means the product prices displayed are exclusive of all import duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are in, payment of these at the time of delivery is necessary to release your order from customs on arrival.

What payment options are available on FabAlley for international orders?
  1. Credit cards
  2. Net Banking
  3. PayPal
How do I cancel my international order?

Please note that your order can only be cancelled before we have dispatched it to you, please refer to our Cancellation Policy for details. We have no way of cancelling it once it is shipped from our end.

What is the return policy for International orders?

For all international orders, customers can return their products within 15 days from the date of order receipt. If you have a return request, please mail customercare@faballey.com for details. Please note that we do not provide pick-up facilities outside India. The order needs to be sent back to the following address -

Faballey
High Street Essentials Pvt. Ltd.
C-20, Sector 7
UP 201301
INDIA.

Once we receive the product, we will process the refund within 3-5 business days. Please note that International Shipping cost will not be refunded.

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