Using the Site

How can I become a member?

Membership is free! Go to our home page and in the top right corner click "Not a member? Register." 

Please note: Customers are only allowed to create one account. Additional accounts found will be deactivated and credits earned under secondary accounts will be voided.

How do I change my account information?

You can change your account information by clicking on "My Account" at the top of the home page.

How do I change my password?

You can change your password and other account information by clicking on "My Account" at the top of the home page.

 

Orders FAQ

When will I get my order?

Please log into "My Account" and go to "My Orders" to see the latest status of your order. 

We will usually ship your product within 10-17 business days after it was placed after the sale event ends. Often times the shipping timeframe is faster. For delivery estimates, please refer to the product description.

Can I cancel my order after I placed it?

Please email customerservice@thefashionova.com before the sale event ends to cancel your order. We will not be able to cancel your order after the sale event ends. We will not be able to cancel your order completely after the sale event ends, but we will be able to offer store credit in exchange for your item.

Can I add an item or make changes to an order after I have already paid for it?

Unfortunately, once the order is submitted, it is not possible to combine or edit items (color, size or quantity) for shipping into the same package. However, you may call Customer Service to cancel the particular item or entire sales order and attempt to purchase the correct item(s) if it is still available on thefashionova.com

Are packages insured?

Your packages are fully covered.

Why does it take 10-20 business days to ship the order?

To offer the lowest possible prices to you, we buy directly from manufacturers only after a sale event ends. This does delay the delivery of your orders but it lowers our expenses which we extend to you as savings. Occasionally, we receive merchandise from the manufacturer before a sale event ends.

Can I have multiple shipping addresses?

Please email us to add alternative shipping addresses. To make sure that you have safest shopping experience possible, we take the extra step to verify shipping addresses that differ from billing address. We appreciate your understanding.

 

Return FAQ

How can I return my order?

You can easily create your RMA number online: 
a) Log in to you’re thefashionova.com account with your email and password 

b) Go to "My Account" and click on "Returns". Select the item(s) you have purchased. After 30 days from the date of shipment, you will not be able to view these items and they will not be accepted if returned back to our warehouse. 
c) Select your refund type: store credit or refund to payment method (including taxes, merchandise cost and shipping *if shipping is deemed refundable). 
d) Please include all original packaging and materials (such as price tags, certificates, warranties and instructions) otherwise your refund may be delayed or we may not be able to process the return and have to send it back to you. 

e) Please obtain a valid RMA number prior to sending your return back to us and Please ship to the attention of the Returns department at the following address:

How long do I have to return an item?

We offer a 30 day return policy from the time that the item was shipped out from our warehouse. The ship date can be found on the shipping box label or in your shipment confirmation email.

How can I contact you?

You can reach us by email:

Email Support: customerservice@thefashionova.com

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