Customer Service

Shipping & Delivery
When will my order ship? 
Our shipping model is easy to understand! Processing time (pulling and packaging your order) plus shipping time equals delivery time. We use the most expedient method of shipping provided by Australia post and Fedex to ensure your item is delivered to you on time. Most orders are processed within 48-72hours. We aim for a delivery time within 3-7 days inside major cities – regional areas may take longer, but please allow up to 7 working days for delivery, less in most cases. We also aim to ship items within 48 hours of receiving payment, however external factors may sometimes affect the delivery time frames. 

Will I receive a shipment confirmation?
Once your order has been processed and is ready to shiped, you will receive and email containing Fedex / Australia Post tracking number(s) which will allow you track your order on the Fedex/Autralian Post websites. Some items ship separately and you may receive multiple emails with more than one tracking number. You may also check the status of your order on our order status page. You will need your order number and billing email address ready. 

Privacy & Security
Are online transactions on your site secure?
All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. 

Returns & Replacements
What is your refund and exchange policy?
We offer a hassle free, no questions asked 7 day money back guarantee to give you the opportunity to inspect your item. We offer our customers reassurance as we are confident that you will be satisfied with your item. Please contact us within 7 days of receiving your order to obtain a return authorization number. We will not accept any returns without a return authorization number.

*to qualify for a refund items must be returned in brand new unused condition.

If for any reason your item arrived damaged, please do not sign for it. Your signature confirms that you have received your item in perfect condition. 

Once the returned merchandise has been received, we will refund your payment less any shipping charges (shipping charges are non-refundable). If you received free shipping on your purchase, the cost of shipping incurred by Fashion Look will be deducted from your refund.

Please send products back in their original form and packaging. Returned merchandise must be received within 7 days from the date the return authorization was issued. We reserve the right to reject any returns and exchanges that do not meet these conditions

We also extend our exceptional customer service to offer you a 14 day item replacement for DOA arrivals *DOA- dead on arrival.

How long before I receive my refund?
After we receive your package and inspect the items, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.

What do I do with damaged, defective or missing products?
All claims for damaged, defective or missing product(s) must be filed with Fashion Look within 7 business days of receiving your order. Please email our customer service department to initiate a claim.

Fashion Look is not responsible for missing packages and damaged products resulting from errors made by the shipping carrier. However we will be happy to assist you in filing a claim with the appropriate party. Please keep all products in their original packaging until the claim is settled. 

We also extend our exceptional customer service to offer you a 14 day item replacement for DOA arrivals *DOA- dead on arrival.

You have several options for tracking your order:
# Track directly from our Web site (note: you need to be logged in)
# Track from the Fedex/Australia Post Web site with your Fedex/Australian Post tracking number, which we will email you when your order has shipped from our location.

Payment, Pricing & Promotions
What are my payment options? 
We accept Visa, MasterCard, Paypal.

Will I receive an email confirmation for my order?
 You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact customer service immediately if you wish to make any changes. Once your order has been processed and is ready to be shipped from our facility, you will receive a second email containing delivery and tracking information. Order and shipping confirmation emails are sent to the shipping email address. 

NeverWinter Astral Diamonds