FAQ
FashionLuvy - Frequently Asked Questions (FAQ)
1. What is FashionLuvy?
FashionLuvy is an online marketplace connecting customers with independent fashion vendors offering clothing, footwear, and lifestyle products.
2. Who owns FashionLuvy?
FashionLuvy is owned and operated by PristineAura HomeServiceOnCall Private Limited.
3. Is FashionLuvy a seller itself?
No. FashionLuvy is a facilitator; products are listed and sold by independent vendors.
4. Where is FashionLuvy based?
Our registered office is in Greater Noida West, Uttar Pradesh, India.
5. Can I shop internationally?
Currently, FashionLuvy serves customers within India. International expansion is under review.
6. Do I need an account to shop?
Yes, you must register to place orders and track deliveries.
7. What is the minimum age to register?
You must be at least 18 years old.
8. How do I reset my password?
Use the "Forgot Password" link on the login page to reset securely.
9. Can I have multiple accounts?
No. Each user should maintain one account to avoid duplication or fraud.
10. Is my mobile number mandatory?
Yes, it is your primary identifier for account verification and delivery updates.
11. How do I place an order?
Browse products, add them to your cart, and proceed to checkout.
12. How long does delivery take?
Delivery timelines vary by vendor and location, typically 3-7 business days.
13. Can I track my order?
Yes, tracking details are provided once the vendor ships your order.
14. What if my order is delayed?
Report delivery issues within 7 days of the expected arrival date.
15. Do vendors ship directly?
Yes, vendors manage their own shipping policies and timelines.
16. What payment methods are accepted?
Credit/Debit cards, Net Banking, UPI, Wallets, and Cash on Delivery (COD).
17. Is COD available everywhere?
COD is available in select pincodes only.
18. Are payments secure?
Yes, all payments are processed through RBI-approved gateways.
19. Can I pay in foreign currency?
No, payments must be made in Indian Rupees.
20. What are GT Charges?
Goods Transport Charges apply for logistics and delivery, collected on behalf of transport partners.
21. What is the return policy?
Each vendor sets their own return/refund policy, displayed on product pages.
22. How do I request a return?
Submit a return request through your account dashboard.
23. Are altered products returnable?
No, products given for alteration are non-returnable and non-refundable.
24. How long do refunds take?
Refunds are processed within 5-7 business days after vendor approval.
25. In what form are refunds issued?
Refunds are made in INR via NEFT/RTGS or other RBI-approved systems.
26. How can I become a vendor?
Apply through the "Sell on FashionLuvy" section and provide required business documents.
27. What commission does FashionLuvy charge?
Commission rates vary by category and are shared during vendor onboarding.
28. Do vendors manage inventory?
Yes, vendors are responsible for stock availability and product listings.
29. Can vendors set their own prices?
Yes, vendors control pricing, subject to platform policies.
30. Are multiple vendors allowed for the same product style?
Yes, customers can view prices from different vendors on the product page.
31. Does FashionLuvy offer alterations?
Yes, free alteration services are available on select items.
32. What are the alteration modes?
Doorstep measurements or sample-based alterations.
33. Are alteration services free?
Yes, currently offered free of cost.
34. What if my sample is damaged?
FashionLuvy’s liability is limited (e.g., Rs. 300-1000 depending on product type).
35. Can I alter third-party products?
No, alteration services apply only to products purchased on FashionLuvy.
36. What laws govern FashionLuvy?
FashionLuvy complies with the Information Technology Act 2000, Consumer Protection (E-Commerce) Rules 2020, and other applicable Indian laws.
37. Is there a grievance officer?
Yes. FashionLuvy has appointed a Grievance Officer whose details are published in our Terms of Use for compliance.
38. How is user data handled?
User data is processed securely in line with our Privacy Policy using encryption and secure servers.
39. Can FashionLuvy terminate accounts?
Yes. Accounts may be suspended or terminated for fraud, misuse, or policy violations.
40. What jurisdiction applies to disputes?
Disputes fall under the exclusive jurisdiction of courts in Greater Noida, Uttar Pradesh, India.
41. Is FashionLuvy available on mobile?
Yes, FashionLuvy is accessible via mobile site and Android/iOS applications.
42. Can I report bugs?
Yes. Use the "Help Center" or contact support to report technical issues or bugs.
43. Does FashionLuvy guarantee uptime?
We strive for high uptime but cannot guarantee uninterrupted service due to maintenance or technical issues.
44. Can I access FashionLuvy internationally?
Yes, but product supply and refunds are limited to India. International orders are not supported at this time.
45. Does FashionLuvy use cookies?
Yes. Cookies are used for personalization, analytics, and improving user experience. See our Cookie Policy for details.
46. How do I contact support?
You can email support@fashionluvy.com or call +91-777-888-2409 for assistance.
47. What are support hours?
Our customer support team is available Monday to Friday, 9:00 AM to 6:00 PM IST.
48. Can I contact vendors directly?
Yes. You can reach vendors via product listing pages or through FashionLuvy’s support team.
49. Is there a grievance escalation process?
Yes. Unresolved issues can be escalated to the Grievance Officer whose details are published in our Terms of Use.
50. Where can I find all policies?
You can find our Terms & Conditions, Privacy Policy, and Cookie Policy linked in the footer of FashionLuvy.com.