FAQs

Ordering

What currency are your prices in?

Our prices based in Nigerian Naira. To view prices in your local currency please select on the top right hand corner and select Naira or your desired currency.

How do I know which size will fit me best?

The Size Guide serves as a general guideline for helping you find your size in Fashpa. Our silhouettes vary from slim-fitting to oversized, so each style will have different measurements. If you have questions about a specific style’s measurements, you can always reach out to our Customer Concierge team. Please include your bust, waist, and high hip/low hip measurements with your note and we’ll help you out.

What is a FashCredit?

A FashCredit is an online credit that will show up as a payment option at checkout. If you select it as a payment option, it will be applied to your purchase. Sorry, FashCredits cannot be retroactively applied to an order once it has been placed.

Do you have a "gift" option?

Sorry, we don’t offer a gift option yet.

What if I need to change or cancel my order?

Once an order is placed, we’re unable to make any changes. You can request to cancel your order so you can place a new order with the changes you need. We process orders super fast, and once an order ships we’re unable to cancel it. If you do need us to cancel an order, please reach out to Customer concierge right away and be sure to include your order number in your request. We’ll do our best to catch it before it goes out!

Please make sure your shipping address is correct. Orders with invalid addresses may be returned to us and may delay delivery. If you entered the incorrect delivery address, please contact Customer concierge team right away.

What’s the status of my order?

Once you’ve received your shipping confirmation email we will send you more information on the and status of your delivery. It may take 3-5 days for orders to ship.

If you have any questions about the status of your order please reach out to Customer Concierge Team

What if something I ordered arrived damaged?

Oh no! Contact us right away.

My package is lost!

Oh no! If your package has been lost in transit, please reach out to Customer Concierge team right away.

After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

Waitlist/Want

What does it mean if an item is Waitlisted?

If an item is Waitlisted it means that we will most likely be making more! Sign up with your email and let us know your preferred color and size. We will email you to let you know if it becomes available.

What does it mean if I can Want an item?

If there is an item that you can "Want", it means we are completely sold out. Let us know your preferred color and add your email to sign-up for the Want list. If enough people sign up for the list, we may make more! We will email you if it becomes available again.

Gift Cards

Where can I purchase a Fashpa Gift Card?

You can purchase an e-gift card by calling or visiting any of our stores.

Can I use Gift Cards online and in store?

Yes! If you purchase a gift card in store and decide you would like to use your gift card online just reach out to Customer concierge team and we will transfer it over for you. Likewise, if you have a credit online you would like to use in store we can help you out.

Sale

What does Final Sale mean?

We make All items marked final sale have been reduced in price and cannot be returned for a refund or FashCredit, or exchanged for a different size, color, or style. We understand that buying Final Sale items can be tricky, so if you have any questions about sizing, fit, or fabric, please reach out to Customer concierge team before placing your order.

Can I return Final Sale items?

All items marked final sale cannot be returned for a refund or FashCredit, or exchanged for a different size, color, or style. If you send a "Final Sale" item back to us for a return we will not be able to process a refund. Once received at our warehouse, any final sale return will automatically be shipped back to you. No exceptions will be made for sizing, fit, or fabric issues. If you have questions, contact Customer Concierge team before placing your order.

What happens if I purchase a gift for someone that is "Final Sale"?

Items purchased as a gift are still applicable to our "Final Sale" policy and can’t be returned for a refund or FashCredit, or exchanged for a different size, color, or style.

What if a Final Sale item I ordered arrived damaged?

Oh no! Contact us right away.

Something I ordered is now on sale. Will you match the new price?

Sorry, price adjustments will not be done for items with a reduced price. We only offer sales for a limited time, so by buying early you ensure that you get the style in the color and size you want!

Domestic Shipping

How much does shipping cost in the Nigeria?

We offer a fixed price throughout Nigeria, in lagos it costs N700 and the rest of Nigeria costs N1900

How fast is your shipping?

Most of our orders  if in stock are shipped within 24 hours of purchase from our Lagos warehouse, pending availability and credit verification.  Mel by Fashpa orders take 3-5 business days to ship. Once your order is shipped, we estimate you will receive your order within 3-5 business days of its ship date. If you need your item(s) sooner, please contact the customer concierge team before you place your order. Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible. Any additional shipping costs are nonrefundable.We do not ship on the weekend or bank holidays, and we do not offer Saturday delivery yet.

International Shipping

How much does international shipping cost?

The flat shipping rate of N25,000  this not include the customs fees/duties.

We don’t have control over customs fees/duties, but any may be applicable and clearing them is fully under the responsibility of the customer and not us. Please understand that this may be unavoidable for international orders.

What countries do you ship to?

We ship to all countries that Fedex & DHL ships to, as well as China and Russia!

Are taxes and duties included in my order total?

We don’t have control over customs fees/duties, but any may be applicable and clearing them is fully under the responsibility of the customer and not us. Please understand that this may be unavoidable for

Can I get my order faster?

Right now we do not offer expedited international shipping. However, we ship all international orders via express service so you will receive your order within 5-10 business days, and sometimes quicker!

Do you ship to international P.O. boxes?

We can’t ship to P.O. boxes yet. If you entered a P.O. box as your delivery address we will reach out to get an alternative address which may delay your delivery.

 

 Exchanges

Fashpa Online accepts refund requests only and we do not accept exchange requests.
If you wish to exchange your order, please make a return and place a new order.

Return Policy

1. Merchandise must be returned to us (arrive at our office) within 7 days of delivery to the customer.
2. Merchandise must be in its original condition, without fragrance and make-up residue, unworn and unwashed and any gifted items must be returned.
3. Merchandise must have all tags, including any Fashpa hang-tags, attached.
4. Any merchandise marked “[outlet]” cannot be returned.
5. Any merchandise in "sale" category cannot be returned.
6. Any merchandise with discount price cannot be returned. Discount codes are not considered as discount price, hence orders which used discount codes are eligible for return.
   
7. All accessories, hats, underwear, hosiery, belts, footwear, socks and bodysuits cannot be returned.
8. All swimwear returns must have hygiene liners still intact.
9. All returned merchandises will be granted either as loyalty points (equivalent store credits). We do not make cash refunds to the original payment method (i.e. credit card, Paypal). Please note that original shipping charges are non-refundable.
10. Returns received at our warehouse after the 7 days window will only be accepted at our discretion.

 Procedure

1. Contact our customer service team (customer[at]fashpa.com) with (i) your order number, (ii) desired items to return and (iii) the return reason, to get an authorization code (RMA code). Write this return code outside the package for correct identification.
   Note that without the RMA code, it is difficult to identify the package, so refund process may be very slow or may even pass the deadline.
2. Send us the return merchandise to this address:
   
   Fashpa customer service team
   15b Sunmbo Jibowu, Off Ribadu Road
   Ikoyi Lagos (+234 809 327 4000)
   Return Code #________________
3. Use any kind of courier that you like (doesn't have to be Fedex or DHL)

Refunds and Processing

1. Once return merchandise packages are received, we will contact you with the results of processing and the refund options.
2. Refunds will be processed within approximately 7 business days after we receive your return.
3. Original shipping charges are non-refundable.

 Defect Items.

1. Defective or wrong items must be claimed, with images of the defects, within 7 days of receipt and must be in its original condition, unworn and unwashed.
2. Defective item is granted as exchange to the same item without defect and refund is not allowed unless the item is no longer available.
3. Return shipping for defect garments will be granted as same amount of loyalty points.

What if my return is late?

All returns should be in new, unworn condition with the tags still attached. Returns postmarked an additional 7 days outside of the 14 day policy are ineligible for a refund but will automatically be processed for an online credit (“FashCredit”). Any returns postmarked more than 14 days from the delivery date are ineligible for return and will be automatically reshipped to the customer upon receipt at our warehouse.

What if I need to exchange something for a different size or color?

Sorry, we are unable to process exchanges. If you would like to exchange something for a different size or color, please return the original item(s) for a full refund and place a new order.

When will I get my refund?

Once we receive your return, please allow 2-3 business days for your return to be processed at our factory and then 5-10 business days for us to issue your Fash credit account.

What is your in store return policy?

For in store purchases, we accept returns back for credit  within 7 days of purchase. We accept items in new condition with original tags attached. Please note that all apothecary, lingerie, hosiery, pierced jewelry, eyewear, vintage, swimwear and sale items are final sale. Please return the stuff you buy in­-store back to the store, and return the stuff you buy online through our easy return process.

How do I return an order internationally.?

The customer is responsible for the cost of shipping back the item to us.  If you are sending back a return, just reach out to Customer Concierge team for a RMA number.  Once we receive the item and inspect the condition we will be able to issue you with Fash Credit.  Any duties and taxes paid are nonrefundable.

In your return please:

1. Put anything you don’t want in a mailer.
2. Tape the prepaid label on the mailer.
3. Fill out a reason code and put your packing slip in with your stuff.
4. Get the package to DHL.

You can also choose to send your stuff back to us using your preferred courier service. You will be responsible for any return shipping fees. Any duties and taxes paid are nonrefundable.

Please send your return to:

Returns Dept

℅ Fashpa

15b Sunmbo Jibowu, Ikoyi, Lagos

Nigeria

In your return please:

1. Put anything you don’t want in a mailer.
2. Fill out a reason code and put your packing slip in with your stuff.
3. Send us the mailer using your preferred carrier. Please declare it as "9801 - US GOODS RETURNING" on your commercial invoice and keep your tracking number for your records.

* We cannot refund a lost return that was sent using a method other than our return labels.

Stores

Do you have anywhere I can try things on?

Yes! If you are in Lagos, Nigeria you can shop at one of our fit studio. If you’re looking for a specific style, we recommend calling ahead to make sure it is available to try on in store.

What is your in store return policy?

For in store purchases, we accept returns back for credit or exchange only within 14 days of purchase. We accept items in new condition with original tags attached. Please note that all apothecary, lingerie, hosiery, pierced jewelry, eyewear, vintage, swimwear and sale items are final sale. Please return the stuff you buy in­-store back to the store, and return the stuff you buy online through our easy online return process.

Garment Care

How do I care for my Fashpa items?

Each item is unique and may require different care. Attached to each garment is a care label that will provide you with care instructions to maintain the quality of your item.

Professionally Clean | Hand Wash| Wash Cold| But always check or ask us!

Steaming & Ironing

A lot of fabrics can be steamed or ironed on a low setting, but we recommend you test a small area first. Use a dry iron on low for anything structured like a blazer or jacket—do not steam as it may affect the shape. If a fabric is shiny or has embellishments, do not iron.

Contact

Call us Monday - Friday 8am - 8pm PST

234 809 327 4000

Or email us anytime customer@fashpa.com

Who can I contact about press inquiries?

Please email pr@tfashpa.com with any press inquiries.

I would like to invest, discuss business opportunities with Fashpa

info@fashpa.com

Who can I contact about wholesale inquiries?

info@fashpa.com