Do I need an account to place an order online?

No, you may check out as a guest. Though signing up for an account with us is easy and allows you to keep track of your previous orders, shipping information, and build a wish list.

What if an item is out of stock?

Our independent designers have a limited number of stock therefore all items are subject to availability. In the case that items that you have ordered are out of stock we will try to contact you at the email address you provided when placing your order. If we cannot contact you or receive no response to our email, we will continue processing the remaining items on your order and refund the out of stock items within 14 working days. The website will be updated once an item is sold out at the earliest opportunity.

Can I add items to an existing order?

You will have to place an additional order and then contact us via email to let us know that you would like your order combined. It may not always possible to combine orders or add items to an existing order as the first order may have already been dispatched.

I’ve realised my personal details are incorrect after I have placed my order, what should I do?

Please contact us via email including your order number and we will try to amend your order.


D E L I V E R Y  &  S H I P P I N G

Can I track my order?

Yes, our UK delivery service will provide an interactive SMS & email service to track your order.

Can I change my delivery address once I’ve placed my order?

Please contact us via email and we will try to update your delivery address. If we have already dispatched your order we cannot redirect it to a different address.

Will I have to sign for my order?

Yes, we require proof of delivery for all orders.

What happens if I am out when you deliver?

If someone is not available when our delivery service attempts to deliver, they will leave a card at the delivery address confirming that they have tried to deliver. You will have to rearrange delivery or pick up the package.

Can you deliver to a different address than my billing address?

Yes, please ensure you fill in the delivery address fields correctly when placing an order.

How much are the custom duties and taxes for my order?

As a UK customer you will not pay any additional charges as all items are delivered from our stockroom in London.

R E T U R N S  &  E X C H A N G E S

How do I receive a refund and when will I be refunded?

We are currently offering free UK return & exchange on all orders as long as you contact us within 14 calendar days of receiving the item. Please email us and we will arrange the free return service for you. We advise you to keep your proof of postage certificate, as we cannot be responsible for the goods lost or damaged in transit. If you choose to arrange the return by yourself, the shipping costs are your responsibility.

If you have chosen a next day delivery service, which is an extra charge, we will not be able to provide a refund for this.

You will receive your refund within 14 working days of us receiving the unwanted item in original condition with all tags and packaging.

O N L I N E  S E C U R I T Y

Is it safe to use my credit card online at Fashion Crossover London?

All card transactions on our site are processed using Barclaycard ( Barclays Bank PLC) service, a secure online payment gateway that encrypts your card details in a secure host environment with the additional 3D Secure-Verified by Visa or MasterCard Secure Code.

Is my personal information kept private?

All of the information you share with us is private and confidential. We will not disclose, rent or sell your personal information without your consent.

G E N E R A L   Q U E S T I O N S

How do I know if the item will fit me?

We provide a size guide with every item and also measurements of the size the model is wearing. Some of the designers use the international sizing scheme and where appropriate we have converted international sizing into UK sizing. Please contact us via email if you require more information.

How do I create an account?

Register with us through ‘ My Account’ or through the checking out process. Please fill in all the details correctly and we will send you a confirmation email once you are successfully registered.

T E C H N I C A L   I S S U E S

I’m having technical issues, can you help?

We recommend that you have the latest version of your operating system e.g. Windows, OSX and browser e.g. Safari, Firefox, Internet Explorer. If you are still experiencing issues then please contact us via email outlining the problem.

I can’t sign in to my account, what should I do?

Are you using the correct details? If you have forgotten your password, you can reset it via the link provided on the login page. If you are still having issues please contact us via email.