Frequently Asked Questions

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Frequently Asked Questions

Frequently Asked Questions

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Ordering Your Account Shipping Exchange/Refunds products

Ordering

• How do I place an order?
Ordering online is easy!
When you find an item you would like to purchase, select a color and size and click "add to bag" button.
A green box will appear at the top of the page indicating what you've just "added to your bag".
At this point you may continue to shop for more items, add to your bag the ones you'd like to purchase.
When you've finished shopping, click "checkout" button at the top-right corner of the page.
You will find a quick summary of your order on the right side of the following page.
If you'd like to modify your order, you may do so by clicking the grey "edit your bag" button at the bottom of the grey box.
If all looks well, click "proceed to checkout". From there, you will be guided through the next four steps of the order-placement process.

• How do I check the status of my order?
To check the status of your order after it has been placed, simply:
1. Click "your account" at the top of any page
2. Unless you are already signed in, sign in to your account using the email address and password you used when you made your purchase
3. On the left side of the page, click "My Orders"
4. The status of your order should appear on the page, along with other information such as estimated delivery dates
5. If your order is listed as shipped, you can track your shipment under "track your orders" on the left side of the page

Incomplete : Your order has been placed, but payment has not been made yet.
Pending : When you use eCheck payment, you will have this status until the payment is cleared into our Paypal account.
Pay review : Your payment is being reviewed for some reason. Please contact us for assistance.
Processing :Your payment has been successfully made and your order has been placed successfully. Your order has been in packing process.
Backordered : Your payment has been successfully made, but some of the items are backordered.
Canceled :Your order or payment has been canceled for some reason.
Shipped : Your order has been shipped out successfully.
Closed : Your payment has been refunded.

• How do I track my package?
You can easily track your package by signing into your account using the email address and password
you used when you made your purchase, and clicking "track your orders" on My Orders-View Order page.

• Can I make changes to my order after I place it?
You will be able to make changes to your order as long as it has not entered the final shipping process yet.
You may cancel or change your order only when you contact us within 24hrs after the payment is made.
Please Contact us for assistance.
However, we often work very quickly and orders are often processed by us minutes after they are placed.
If you don't contact us within the given time, there will be no way to reverse your order.

• Will Fabrixquare.com ship to an international address?
We ship worldwide, but unfortunately, due to some restrictions and lack of postal service of destination country,
we currently do not ship all products to all countries. If your country is categorized in one of shipping restricted countries,
you will have an error message during checkout process.
You can figure out eligible country if there is any alternative shipping method to your country.

• Will Fabrixquare.com offer wholesales?
At this time, we don’t offer wholesales at total price of less than $10000.
Basically, we don't do wholesale, but we have discount policy for bulk buying so please take note if you are interested.
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# 5% discount on total amount for purchase over $3000 - 4990 USD.
# 10% discount on total amount for purchase over $5000 - 9990 USD.
# Contact us on total amount for purchase over $10000 USD.

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Your Account

• Why should I create a Fabrixquare account?
For security purposes, we encourage all of our customers to create a Fabrixquare account.
It is necessary to create an account in order to make a purchase at Fabrixquare.com.
Having an account with a password that only you know protects all of the personal information
you enter when placing an order and ensures that no one else has access to these details.
Your email address is needed in order for us to send you information relating to your order,
such as an order confirmation or any news regarding your order status that may need your response.
There are also other benefits to having a password-protected account with Fabrixquare.com.
Your account allows you to securely save billing and shipping information, check the status of an current order,
review past orders, and track a package up to the minute it arrives.
Through your account you can also sign up to receive emails with exclusive offers for Fabrixquare.com customers.
You can use customer service message managed by person to person

• I can't create a membership account, because my country is not shown in the list.
There are a few countries that we don't ship to and some countries have not been included in the list for system maintenance issue.
If your country is not shown in the list when you register, Please Contact us for assistance.

• How do I create a Fabrixquare account?
Creating an account with Fabrixquare.com is easy! Simply:
1. Click "create account" at the left of Log-in page.
2. Fill out the form with your information. (It may be a good idea to save somewhere the password you choose.)
3. Click "create new account" and fix any errors that may be flagged. If there are none, voila!
Your account has been created and a confirmation email will arrive shortly.

• How to change ID, password or shipping information?
Please click MY ACCOUNT and update your profile information.

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Shipping

• Will Fabrixquare.com ship to an international address?
We ship worldwide, but unfortunately, due to some restrictions and lack of postal service of destination country,
we currently do not ship all products to all countries. If your country is categorized in one of shipping restricted countries,
you will have an error message during checkout process.
You can figure out eligible country if there is any alternative shipping method to your country.

• Can you inform me of the shipping information of my order when the shipment is made?
Once your order has been shipped out, you will receive a shipment confirmation email that confirms that your order has been shipped from
our shipping department and handed to our carrier; Korea Post. You may contact us if you haven't got any.

• How do I calculate the shipping and handling charge for my order?
Shipping and handling charges are automatically determined by the total weight of your purchase and your location.
You can confirm the shipping & handling charge for your order during Checkout process.
Please refer to Shipping Rates detailed shipping & handling information.

• Can I get tracking number for my order?
Tracking information of your package will be sent to your email after the shipment is made.
You can trace your package at  http://www.track-trace.com/post.

Please understand that due to the discrepancies of different postal systems between countries,
once a package leaves the departure country, there may be no more tracking update made until you successfully receive it,
which doesn't mean there is anything wrong with the shipment.
If you don't receive your order in the estimated delivery time to your region, please contact us for assistance.

• Will my package get taxed?
Even if we always mark all packages as gift and even lower the total value for you,
there may be some cases that you may be charged for Customs or Import tax that is applicable according to your Customs law.
If you do not accept or reject receiving the package, it will be returned to us and the original shipping charge can not be refunded
and will be deducted from the total amount of refund. Please do not blame us or ask us to pay your tax because it's your responsibility.

• I live in US. Can I use the tracking number that you have sent at www.usps.com to trace my package?

Once a package is handed over to the national post of destination country,
you may trace your package at the official website of your national post.
It usually takes 7-12 business after the shipment date for our tracking number
to be traceable at the official website of your national post.
Only Canadapost and USPS usually provides a reliable up-to-date tracking service,
but they sometimes show an error message.
This happens due to the discrepancies of different postal systems between two countries and
it doesn't mean there is anything wrong with your package.
Please understand that standard shipping service doesn't support up-to-date tracking information.
For more reliable and up-to-date tracking information, please select EMS service when you place an order.

• I just made a payment via Paypal. Can you ship my order to a different shipping address from my Paypal address that appears on the Paypal receipt?
Your name and shipping address should be same on both Guylook and Paypal account.
If the shipping information doesn't coincide, we will ship your order to the shipping address that have been submitted during checkout.
If any part of your shipping address is considered to be missing, ambiguous or inapposite,
we may hold your order until we get address confirmation from you.
Any delivery problem that may be occured due to incorrect or insufficient shipping information will be buyer's full responsibility.
If you have to change your shipping address after the payment, please contact us immediately.

• I just received my order, but two items are missing. What are you going to do with the missing items?
Sometimes, the item you purchased might be out-of-stock or backordered.
We may cancel or ship the backordered item in a separate package when it's ready.
When this happens, we will send you a notification email and ask for your decision.
Our notification email advises you to reply back in 48hrs.
If we don't get any response from you in the given period,
we may cancel the item that is out-of-stock or backordered and ship out the rest of your order without your consent.

•  I'd like to order some items. Can you tell me when I can receive my order after the purchase date?
We try our best to ship your order as quickly as possible within any time period that is indicated below.
However, delivery may take longer than expected due to many factors including Customs retention,
postal congestion and slow delivery service of the destination country, etc.
We are not responsible for any delay in delivery which are beyond our control.
Please understand that business days don't count weekends and holidays.
Please refer to Shipping Information for details.

•  Wrong address or return item for the reason of "unclaimed by an addressee"
You have to submit us an accurate shipping information when you make a purchase.
If a package is returned for the reason of insufficient shipping address or unclaimed by an addressee,
you will be fully responsible for both shipping charges.
For reshipment, you have to pay for the original shipping charge to our Paypal account.
For cancellation, the original shipping charge will be automatically deducted from the total refund.
We will contact you via Email when this happens.

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Exchange/Refunds

It is important to us that you are completely satisfied with your purchase.
We try our best to show the exact image and accurate measurement of merchandise to our valuable customers.
If for any reason you do not absolutely love your purchase,
we will gladly issue a refund for the value of the merchandise or exchange your items.
Original shipping and handling fees are not refundable.

Before you return your purchase, you must contact us within 48hrs after you receive your order.
We may refuse or reject receving your return if you haven't followed our return step.
The original shipping charge for refund is not refundable unless the item is defective and
both shipping charges for refund & exchange are your full responsibility.
All returns will be credited to the original form of your payment or as a form of store points once we get the return.

Be sure to read our instructions below before return or exchange.

Click Orders under MY ACCCOUNT and list of My Orders that has been purchased so far will appear.


Confirm Order-Number of the order that you would like to return.


Click menu of Return-Request or Exchange-Request under MY ACCOUNT


Please fill out the form including confirmed order number and your request and click sumit button for approval.
You can find out response for your request in menu of MY MESSAGE under MY ACCOUNT.
The response is supposed to be within 24 hours


You have to fill out the return form completely and enclose it with the item you are returning.
Be sure to indicate if you would prefer to receive a refund or make an exchange for another size, color or item.
We will contact you as soon as we receive your return and proceed your request.


Return Policy.

• Before you return your purchase, you must contact us within 48hrs after you receive your order.

• Merchandise must to be shipped out within 96hrs after you contact us.

• Returns must be postmarked within 7 days of the package delivery date.

• If an item is returned more than 5 business days after you receive your order, your request won't be authorized and will be refused.

• Return of an item can be only administered once and no return for the pre-exchanged item can be accepted.

• Do not return your package via Surface. Only Air. Any return via Surface can be refused without your consent.

• Merchandise must not be worn, perfumed, altered, or washed.

• Footwear must include the original shoe box in its original condition, without postal labels.
Shoe box fees are charged when footwear is returned in a damaged shoe box, or without the original shoe box.

• Please Note: Shipping and handling charges are not refundable unless the item is defective.
  All returns will be credited to the original form of your payment once we get the return.

• If you believe that your merchandise is faulty, damaged or does not correspond to it's description on our website,
we may ask you for photo verification to approve your return request.
We will get your full money back including the returning shipping charge when your merchandise is authorized as defective item.

• Final Sale items not be returned.

• We do not accept returns for underwear and swimwear.

• Personalized Items (e.g., Custom-made shoes) cannot be returned.

• If the returning package is lost or damaged during shipping process, you will be fully responsible for the loss or expense for repair.

In case of returning by the reason of Refused Shipments, Non Received Items(Absent by Addresse) and Wrong Addresse and Returns,
you are responsible for the original shipping charges, any Import Fees that are incurred on the package,
and the cost of returning the package to Fabrixquare. This amount will be deducted from
your merchandise refund. The price of the item will be credited once we receive the item.
We will contact you to inform you when we receive the package.

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products

• Do you make bigger size clothes ?
Due to the limited quantity of each item, we only make popular sizes that fit most average men.
Currently we have many limitations in terms with production for some reasons. We will try to produce various sizes continuously

• Will sold-out items be back up for sale in the future or can you notify me when it's back in stock?
Due to the limited quantity of each item, most our products are rapidly sold-out.
Once an item is sold-out, we can't guarantee you it's future availability.
Sold-out items will be carefully reviewed and decided to be reproduced or not.
When a product is out of stock, a customer is able to request notification of availability by checking
Notify me when this product is back in stock on product page.
A notification email will be sent to your registered email as soon as the out-of-stock item is back in stock.

• What is one size fits all?
When a product is optioned with One size fits all, we only have one size that fits all.
Our one size clothes is almost equivalent to US regular small or slim fit medium according to US sizing standard.

• Can I reserve an item?
Our products are sold based on First comes, First served. Sorry, you can't reserve any of our products.

• The color of my purchase looks different from the photos. Why?
We always try our best to accurately show the exact image of the actual product,
however the color you see on the computer screen may look slightly different from the actual color of the product.
It could happen due to the resolution of your computer monitor, performance of graphic card, light, photo filter, different distressing pattern,etc.

• Do you have actual stores that I can visit?
Unfortunately, we are not running any offline store at this moment. You can only place an order at our webstore.

• Do you take any personal order?
We mostly don't take any personal order, but there may be a few products that can be customized with a buyer's personal request.
You will have to contact us for assistance. Please understand that any personalized Item or customized item cannot be returned or exchanged.

• I'd like to purchase some of your products. Are they true to size?
We conform to US sizing standard, however, our clothes come in a body-flattering slim modern cut,
which may make you feel more fitted and slimmer when they are compared to US size.

• I ordered size M, but the label of the jacket I got says size L. How are you going to settle this problem?
Most our clothes have different labels on them, because of the domestic size conversion.
Since actual size by standard of US size can be different from label size, please make sure to check overview as to size in purchasing

• The color of my tee came out after a couple of wash. Can you replace it with a new one?
Any washed item can not be authorized for return.
You have to wash your clothes with utmost care in order to expand it's lifespan and maintain it's original shape and color for a long time.
Any problem that may be occured by inappropriate washing and handling is a buyer's full responsibility.

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