FAQ

Resetting your password is simple. On the "Sign In" page, click "Forgot your password?" and enter your email address. You’ll receive an email with a link to reset your password.

Shopping with us is easy:

• Browse our curated selection of iconic pieces and trending styles.
• Choose your item and click “Add to Basket”.
• Sign in to your account to finalize your order. If it’s your first order, fill in your delivery and payment details.
• Upon order submission, you will receive an order summary via email. Please note that the order needs to be confirmed by our partner boutique.
• Once your order is confirmed, you will receive an email notification, and the order will be prepared and dispatched to you.
• You will receive updates at every step via email, and you can also check your order status anytime in the “Orders” section of your account.

We currently process one item per order. If you wish to purchase multiple items, please place a separate order for each item.

Orders can be canceled before they are prepared for shipment by our partner boutique. To request a cancellation, check your order status in the “Orders” section of your account and contact our Customer Care team as soon as possible.

Please note that if the item has already been prepared for shipment, a $25 cancellation fee will apply.

An account is required to complete your order and ensures a seamless checkout process. With an account, you can:

• Enjoy faster checkout.
• Track your order history and receive updates.
• Create a personal wish list and receive product notifications.
• Earn exclusive rewards through our Cube Loyalty Program.

Setting up your account is quick and easy with our Google and Apple login options!

If your size is unavailable, you can set up a stock notification directly on the product page. Simply select your desired size, enter your email address, and click “Notify Me” to receive an alert when it’s back in stock.

Additionally, if the item is on your Wishlist, you will automatically receive a notification when it becomes available again.

Yes, all items at THE FASHION SQUARE are sourced from European boutiques, which are authorised resellers of the offered brands and all undergo rigorous authentication process by our sourcing team. We guarantee the authenticity of every item before it is shipped.

You can find detailed size conversion charts by clicking the “Size Guide” button next to the size selection menu on the specific product page.

If you need further assistance, our Customer Care team is happy to help!

Each product page includes:

• Size & Fit: Details on size, fit, cut, and model information.
• Product Details: Highlights, material composition, and care instructions.

If you have additional questions, our Customer Care team is just a message away.

• Size: Refers to the designer’s size label, which may vary by country or designer. Use the "Size Guide" to see conversions.
• Fit: Describes how the item fits on the body.
• Cut: Refers to the item’s silhouette or shape.
• Material: Indicates what the item is made from.

You can find these details under "Product Details" and "Size & Fit" on the product page.

International size conversions differ, and designers often follow unique sizing standards. Some may fit smaller or larger than usual. That’s why we provide detailed sizing information and recommendations for each item to guide you.

We understand that sizing can vary. If your item doesn’t fit and is not a final sale item, you can request a return. Returns must be received within 14 days of delivery, and a $15 return fee applies.

For full details, please refer to our Return Policy.

Yes, a $15 shipping contribution fee is charged for all orders. We ship via insured express delivery services with our partner FedEx to ensure reliable and secure delivery. Please note that a signature is required on delivery at your address for your security.

Once your order is confirmed (typically within 1 business day), delivery takes 3-7 business days, depending on your location.

All orders are first shipped from our partner boutique to our fulfillment center, where they undergo a quality check before final dispatch. During this process, your estimated delivery date will be updated, and you will receive an email with tracking information once your package leaves our fulfillment center.

You can also check your order status anytime in the “Orders” section of your account.

Yes, all orders are shipped DDP (Delivery Duties Paid), meaning that all applicable duties and taxes are included in the retail price. No additional costs will apply upon delivery.

However, there is a daily import limit of $800 for duty-free goods entering the United States. If multiple orders are shipped to the same individual on the same day, U.S. Customs and Border Protection may treat them as a single shipment, potentially making them subject to additional charges.

Please note that any duties or fees incurred due to this restriction will be billed directly by U.S. Customs and Border Protection, not by The Fashion Square.

For orders over $2,500, formal entry is required, and a Social Security Number (SSN) or Employer Identification Number (EIN) is necessary for clearance. Our Customer Care and Logistics team is happy to assist with the paperwork, though you may also coordinate directly with our partner FedEx to release the shipment from customs.

I didn’t receive an invoice with my order. Where can I find it?

We’ve removed paper invoices from our orders. If you need an invoice, email us at hello@the-fashion-square.com, and we will provide it shortly.

Any item can be returned, except for final sale items. For the return to be accepted, the return shipment must arrive at our fulfilment center within 14 days of delivery. Returns received after this period may be accepted at our discretion.

Choose from two convenient return options:

• Home Pickup Service: Schedule a pickup through FedEx.
• Drop-off Service: Take your return to any FedEx service point.

To initiate a return, email returns@the-fashion-square.com, and our team will provide the necessary return documents within 1 business day.

Returned items must meet these requirements:

• General return condition: Items must be unused, and undamaged, with all security tags and brand labels intact, and in the original packaging (including all packaging elements, as received).
• For footwear & accessories: Items must be returned in their original branded boxes and dust bags, placed inside a protective shipping box.
• For Hosiery, Lingerie & Swimwear: Items must have intact hygiene seals and be in unopened, undamaged packaging. Ensure lingerie and swimwear are tried on over undergarments. Worn or soiled items will not be accepted.
• For Jewelry: Items must be returned in their original condition with all branded packaging and accompanying documents.
• Final sale items: Items marked as final sale cannot be returned or exchanged.

Please handle items carefully when trying them on to ensure they remain eligible for return. Non-compliant returns may not be accepted.

Returns must be sent using only the provided return label. Otherwise, duties and taxes are non-refundable.

For orders over $800, an extra $50 processing fee applies to refund duties and taxes.

No, you do not need to include any documents with your return shipment. The return note will be automatically transmitted to our partner FedEx for customs clearance.

However, all returns must be sent using the provided return label. If a return is shipped with a different label, any applicable duties and taxes will be non-refundable and will be deducted from your refund.

To ensure your return is accepted, please follow these packaging guidelines:

• Keep all tags intact: Ensure that all brand tags and The Fashion Square tags remain attached. Returns with missing or removed tags may be rejected by the partner boutique.
• Use the original packaging: Place the item, along with any polybags, dust bags, branded boxes, or cases, inside the reusable THE FASHION SQUARE packaging.
• Attach the return label correctly: Securely attach the return label to the outside of the shipping box, with the barcode facing up. Do not attach the label directly to designer packaging.

Important: You must use the return label provided by The Fashion Square. If a different label is used, duties and taxes may not be refunded, and they will be deducted from your refund.

We recommend using our reusable packaging for returns. However, if it is unavailable, please use a sturdy, well-protected box to ensure the item arrives in perfect condition.

Once your return arrives at our fulfillment center, it will go through a quality inspection before being sent to the partner boutique for final approval. This process may take up to 14 days, upon reception at our fulfillment center. Once approved, we will initiate your refund, and you will receive a confirmation email. Refunds typically appear in your account within 5 business days, depending on your payment provider.

The refund amount is based on the initial order value, including duties and taxes. Please note that the initial shipping fee is non-refundable, and a $15 return fee applies. If you choose a refund to your original payment method, standard processing times apply. Alternatively, you can opt for store credit, which is processed instantly after quality control and includes a 10% bonus that can be used for future purchases, including bids and buys.

You can track the status of your return in the “Returns” section of your account for real-time updates.

For all DDP (Delivery Duties Paid) orders, duties and taxes are refundable, provided the return is shipped using the provided return label. If a different label is used, duties and taxes cannot be refunded.

For orders over $800, a $50 processing fee applies to cover the refund of duties and taxes.

Please note that shipping fees paid at checkout are non-refundable.

Welcome to CUBE – where your engagement transforms your shopping experience into a dynamic journey with Fashion, and Us!

Earn cube points through various activities, and unlock incredible rewards as you progress.

• Earn cubes: By shopping, sharing reviews on Trustpilot, and more. The more cubes you collect, the better the rewards.
• Five loyalty tiers: Progress through White, Silver, Gold, Diamond and Black tiers based on your accumulated cubes.
• Exclusive rewards: Members enjoy perks like early access to exclusive brands, priority customer care, personalized services, and more!

Simply create an account on THE FASHION SQUARE, and you’ll automatically become a CUBE member.

Each tier offers exclusive benefits. The higher your tier, the greater the rewards:

• Exclusive access to premium brands and early arrivals.
• Priority customer care and personalized services.
• Invitations to exclusive events and shopping experiences.

Discover all the rewards in our Benefits at a Glance section.

Your upgrade is instant once you reach the required cubes for the next tier.

• Check your current status and cubes in the "LOYALTY" section of your account.
• Tier memberships last for 12 months. If you don’t earn enough cubes within this time, your tier will move down one level.

• Your tier status is valid for 12 months.
• Maintain your level by meeting the Cubes threshold or surpass it to upgrade. If you fall short, your tier will downgrade by one level.

There are numerous ways to earn cubes:

• Place an order: Earn 10 cubes for every $1 spent. Returns negate cube earnings.
• Leave a review: Share your thoughts about products or shopping experience on Trustpilot to earn 10% of your order value in cubes.

Plus, enjoy other opportunities to collect cubes throughout your journey.

• Order-based cubes: Credited to your account 15 days after delivery, once the return period expires.
• Other actions: Cubes earned through reviews or social engagement are credited instantly.