frequently asked Questions
My customer account/password
How do I create a customer account?
In the menu bar under the "Log in" button you have the option to register and create a customer account directly. Alternatively, you have the option to decide whether you want to create a customer account with us during the ordering process when entering your address and personal data.
what do I do when I forgot my password?
To do this, go to the login page and select Forgot password? Then enter your email address, which you have also stored in your customer account, and click on Reset password. You will then receive an email from us with a link to reset your password. Click on the link and enter your new password in the field provided. Confirm your entry by clicking on Save new password. The login page will then appear and you can log in with your email address and your new password.
Why doesn't the password reset link work?
To reset, please always use the most recent link that was sent to you and use it within 2 days of receiving it, otherwise the link will become invalid for security reasons.
How can I change my personal information?
You can change your data directly in your customer account under "edit". Please note that you cannot subsequently change your stored email address. We ask that you always contact us using the email address you have provided, as we are only allowed to pass on order information to this email address for data protection reasons. For your own safety, we ask that you always make changes personally. If you have any questions, please contact our customer service staff, who will be happy to help you with any further questions.
How can I delete my customer account?
Notice of termination must be sent in writing to:
Assure fashion GmbH,
Grugaplatz 2-4,
45131 Essen
or by email to: service(at)assure.fashion
How safe is my data?
Our online shop is certified by Trusted Shops and verified by VeriSign; this certificate confirms our identity and legitimacy. Your customer and order data is transmitted exclusively using SSL encryption. You can find more information in our privacy policy.
Order
Who can order from assure.fashion?
Customers must be at least 18 years old and resident in Germany. Delivery is only made to private individuals.
How can I place an order?
Once you have decided on a color and size for your desired product, click on "Add to shopping bag" to put your product in your shopping cart. As soon as you want to complete your purchase, click on "Checkout" in the top right to be guided through the ordering process. There you can choose whether you want to order as a guest or with your existing customer account. Please note that the item will only be reserved for you once you have completed your order.
Can I also place my order by phone?
We are currently unable to accept orders
Unfortunately, we are not yet able to accept orders by phone. You must place your order online yourself.
Of course, our customer service will be happy to answer any questions you may have.
available.
How do I know that my order has been placed successfully?
Can I change or cancel my order?
A change to your order,
and your billing or delivery address is unfortunately not available after the order has been completed.
not possible. If you want to cancel your order, please send
as soon as possible an email to service@fashionette.de stating your
Order number. We will try to accommodate your request, but cannot
guarantee that your order can be cancelled, as we are responsible for our
Customers want to ensure fast shipping.
Where can I find the order status in my customer account?
You can find the order overview in
Your customer account, you should already have a customer account with Assure fashion.
How can I shop on assure.fashion?
There are several ways to browse our online shop. You can collect ideas and inspiration on our homepage or you can select a section that interests you in the navigation bar at the top left and you will be taken to the various categories. If you are looking for a specific product, you can search for designers, colors, styles or brands directly using the magnifying glass symbol at the top right of the website.
Can the billing address differ from the delivery address?
When you place your order, you are welcome to specify a different delivery address, e.g. your place of work. To do this, please remove the tick next to "Delivery and billing address are the same" during the ordering process. It is important that you can receive the package in person. The billing address should always be your private address.
Why was my order cancelled?
If the transaction via PayPal or SOFORT transfer is not completed successfully during the ordering process, your order will be automatically cancelled. You will not receive a separate email notification. We also reserve the right to cancel orders after the risk assessment in accordance with our terms and conditions. In these cases, you will be notified to the email address you have provided.
Is a credit check carried out when ordering?
In order to be able to offer you as many payment methods as possible, we may check your creditworthiness with your consent. Every attempt to place an order in our online shop includes a credit check due to the risk assessment. This can only be deleted on request in the event of data misuse. You can find further information in our privacy policy.
payment
What payment methods are available to me?
The following payment methods are generally available to our customers:
- Credit card payment (MasterCard, VISA,)
- PayPal
- Installment purchase (3 months each)
- Instant bank transfer
- Purchase on account
Assure fashion reserves the right not to offer certain payment methods in individual cases and to refer to other payment methods, which may depend on various factors.
Why is my preferred payment method not offered?
The risk assessment determines which payment methods can be offered. This process is entirely automated.
The check is carried out again with each order. It may happen that payment methods are available for one order that may not be selectable for another order.
Unfortunately, our customer service is unable to manually adjust the available payment methods.
Can I change my chosen payment method later?
A subsequent change to the
Unfortunately, payment methods such as purchase on account or installment purchase are not possible.
What should I do if I have specified an incorrect intended purpose or transferred money to the wrong bank account?
If you have entered an incorrect intended use, please contact the payment service provider that is processing your claim as soon as possible, as they will not be able to allocate your transfer without correct information. If you have entered incorrect bank details, please send us an email to service(at)assure.fashion
payment with credit card
We accept credit cards from MasterCard and VISA. Your credit card will not be charged until your order has been shipped.
In the case of debits from the credit card, the refund will be made in the next payment run, but no later than within 14 days after the return has been posted to the deposited payment method.
We ask for your understanding that we cannot store your new credit card details for data protection reasons. Please also note that if the verification code and/or expiration date of the credit card stored on file changes, these will no longer be available to us. Please contact us regarding a payment arrangement at service(at)assure.fashion
When will my credit card be charged?
When ordering with a credit card, the order amount is "pre-authorized" on the credit card. The pre-authorization is a validity check of the credit card, which checks the availability of the order amount. The available limit of the credit card is reduced by the pre-authorized amount, whereby the credit card remains uncharged for the time being. The card is only actually charged and the amount debited when the goods are shipped.
What is the CVV / CVC card verification number?
For VISA and MasterCard, the CVV/CVC card verification number consists of the last three digits in the signature field on the back of your credit card. For American Express, it is the extra 4-digit number printed on the front of the card.
What is a 3-D Secure Code?
To provide additional security for card payments on the Internet, you may be required to use your 3-D Secure Code when completing your order to perform secure cardholder identification.
Payment via PayPal
After selecting PayPal as your payment method, you will be redirected directly to PayPal where you can make the payment.
If the transaction is completed successfully, the PayPal order will be processed immediately. If the PayPal payment is canceled, the order will be automatically canceled.
If you return items, the credit will be made to the PayPal account you used within 14 days of the return being posted. The amount paid will be refunded to the payment method you selected by executing the "Debit money" function. The refund will be made within a few days to the payment method you have provided.
Payment by installment purchase
Please note KLARNA’s FAQs here
Payment via immidate transfer
If you want to pay by SOFORT transfer, you will be redirected directly to the secure payment form. The transfer details are automatically transferred; you only need to enter your bank's bank code and your online banking access details. Finally, you authorize the transfer with a TAN. The data is sent to your bank in encrypted form.
The refund for immediate purchase will be made within 14 days of the return being booked.
Payment by invoice
Where can I see which payment service provider will process my claim?
Your invoice will show which payment service provider will process your claim. If there is no indication of an assignment of the claim, the claim will be processed via assure.fashion.
Why did I receive a reminder despite paying?
It may happen that the receipt of your payment or return overlapped with the sending of the reminder. If this is not the case, please send us a screenshot of your dated bank account transfer, stating your order number and the item you ordered, by email to service@fashionette.de. Our customer service will then be happy to take care of it.
What should I do if my address has changed?
If you are placing a new order, you can simply enter your new address during the ordering process. If the address change affects an old order, you must inform your payment service provider or assure fashion.
Are the prices shown including VAT?
Yes, including the currently applicable VAT rate of 19%.
Delivery/Shipping
How long does it take to receive my order?
Deliveries within Germany are always sent with DHL and usually take 2-5 working days.
How much are the shipping costs?
Shipping is free for you within European countries. For orders outside of Europe, we charge DHL shipping costs, without any surcharge. Your order will arrive within 2-5 working days (within Germany). Returning your order is always free of charge.
How can I track my shipment?
As soon as your goods leave our logistics facility, you will see a link to track your shipment in your customer account when you place your order, so that you always know where your package is. You will also receive a shipping confirmation from us by email, also with a link to track your shipment.
Is it possible to have my order delivered again?
If you are not available in person when the delivery is made, you will usually receive a notification from DHL. Your order in Germany will then be available for you to pick up at the nearest post office for 7 working days. You will need an official photo ID (e.g. ID card) to pick up the package. If the package is not picked up or cannot be delivered successfully, the package will be returned to us. A new delivery is only possible if you place a new order.
What shipping options do I have?
The "standard shipping" of your goods within Germany is free and your order will reach you within 2-5 working days.
We also offer you another shipping option for a fee. "Express shipping": This service costs just €9.95 at assure.fashion. Please note: Additional paid services such as "Express shipping" will not be refunded in the event of a return.
By the way: All assure fashion packages are sent with DHL's Go Green environmental protection program. This means that we pay a CO2 compensation for each package, which offsets the CO2 emissions associated with the transport and processing of the shipments. The amounts go entirely to DHL climate protection projects that are certified according to internationally recognized standards.
Can I also send my parcel to a Packstation?
Unfortunately, it is not possible to send packages to packing stations, as our goods are sent by hand. This means that only the invoice recipient can personally receive the goods with their signature. However, we are happy to send your goods to a delivery address that is different from the invoice address. If you are unable to receive your package at your home address, you can of course specify an alternative delivery address when ordering, e.g. your place of work, where you can personally receive the package.
Can orders also be picked up locally?
Your goods will be shipped via our logistics service provider. Therefore, it is unfortunately not possible to collect the goods personally.
What can I do if the shipment process is irregular or delivery cannot take place?
In this case, please contact DHL directly and provide your tracking number. This begins with the numbers “0034…”.
DHL customer service: + 49 (0) 228 4333112 (charges apply) or www.dhl.de/kontakt
My package has not moved for more than 2 days, what can I do?
Please send an email with your order number and a short description of your problem to service(at)assure.fashion.
Which countries does Assure fashion deliver to?
Assure fashion delivers to all countries in Europe. Outside Europe please contact us at service(at)assure.fashion
My package has external defects upon delivery, what should I do?
In this case, we ask you to refuse acceptance so that the package will be returned to us.
What should I do if the package is partially lost or contains no contents?
Please open the package immediately after receiving the goods. If, after opening the package, you notice that something is missing from your order or that there is no content, immediately submit a damage report to DHL with the received package. Such a damage report can only be submitted to DHL within 7 days of receipt of the goods. After this period has expired, the damage can no longer be claimed. After you have submitted the damage report, you will receive a stamped copy of it, which you must then forward to us by email or post so that we can initiate an investigation with DHL.
Important note: Please do not use the return slip included in the package to report the damage. Otherwise, a correct assessment or processing of the investigation will not be possible.
Is my order insured during shipping or return?
When we send the goods to you, we insure them for transport. To guarantee insurance in the event of a return, please use the return label provided for this purpose, which is included with your order. If the parcel is picked up by the shipping service provider, please have this handover confirmed with a receipt and signature. If you drop off the parcel at the post office, please also have a confirmation issued there.
Your question was not answered? Then take a look at Shipping & Delivery or contact our customer service directly.
Return & Refund
I don't like my product, can I return it?
Of course! You can return your order within 30 days of receiving the goods under the conditions of §6.1 of the General Terms and Conditions without giving any reason. The return should be sent to the following address:
Assure fashion GmbH
Grugaplatz 2-4
45131 Essen
Germany
How can I return my products?
Pack the product in its original condition (polybag, shoe box, etc.) back into your reusable fashionette box and place the enclosed return form filled out in the package. You can then close the package again and stick the self-adhesive return sticker over the old shipping label. Returns to fashionette are made with DHL, so there are no costs for you. So take the package to a DHL collection point and keep the receipt until we confirm receipt of the return. As soon as we have received and recorded your return, we will inform you via the email address you have provided. Since items can also be recorded individually, it is possible that you will receive several return emails for one order. Fashionette does not reimburse the costs for returns that are made via service providers other than DHL.
To avoid misunderstandings regarding individual orders and item numbers when returning your product, we ask you to place the products in the polybags that were sent with the product. You can identify the correct packaging for your product by looking at the serial number on the outside of the original packaging.
Does my return have to be registered in advance?
No - you do not need to register the return with us in advance. As soon as your return has been processed, we will notify you by email.
When will I get my money back for my return?
Once the goods have arrived at our logistics company, it can take 5-7 working days to process the return. After this processing time, your return will be refunded to the payment method you provided within 14 days. You can also track the shipment of your return online using the tracking number on your return receipt. You can find more detailed information on the refund process in our frequently asked questions under the heading Payment.
Where can I drop off my return package?
You can return items at any DHL branch. Please note that for security reasons you cannot send your return to us via packing stations.
How do I get a new return label?
If you no longer have the return documents included in the package, please contact us at service(at)assure.fashion stating your order number and we will be happy to resend them to you.
Why is processing my return taking longer than expected?
If it takes longer than usual to process your return, we are currently checking the product. If this is the case, we will contact you by email and inform you that we have received the return.
Can I exchange my order?
If your item is not the size or color you wanted or is different to what you imagined, simply send the package back to us. Unfortunately, it cannot be exchanged for another product. To do this, you would have to place a new order.
Do I have a right of withdrawal with Assure fashion?
Yes. You can revoke your contract declaration within 14 days of receiving the goods without giving reasons in writing (e.g. email, fax, letter) and by returning the item if it has already been sent to you. You can read more about the right of revocation and the consequences of revocation in our terms and conditions. The revocation must be sent to:
Assure fashion GmbH, Grugaplatz 2-4, 45131 Essen
or by email to: service(at)assure.fashion
In case a debit has already been made, you will of course receive a refund.
Complaints & repair service
What should I do if my product is defective or damaged?
If you have received a faulty item, we are very sorry. In order to be able to examine your complaint quickly, we ask you not to return the item yet. First send us a photo and a short description of the defect and how it occurred to service@fashionette.de. Please also include your order number, which you can find on your invoice or in the order confirmation. Our customer service will help you with the next steps.
If your complaint concerns a piece of jewelry, we ask that you enclose the corresponding jewelry box when returning the item. Otherwise, the item cannot be claimed from the manufacturer.
We ask for your understanding that the examination of a complaint may take some time due to the defects.
What happens after receiving the complaint?
When processing the complaint, we will check whether it is a manufacturing defect or damage caused by handling. You will then receive an email from us with the result of the complaint.
If there is a manufacturer defect, we will try to get your favorite item repaired. Unfortunately, an exchange is not possible.
What guarantee do I have on the products?
Assure fashion follows the statutory warranty period and offers a 1-year guarantee. You can find further information on defects and liability in our terms and conditions under §13 and §14.
Is it possible to repair my favorite product?
If your beloved product (bag, wallet, etc.) has a defect after a certain period of time, contact our service team at service(at)assure.fashion with the subject "Complaint/Repair". We will be happy to check the possibility of a repair for you and will inform you of the next steps by email.
Vouchers
How can I redeem my voucher?
Enter your voucher code in the "Voucher code" field in your shopping cart and then click on the "Enter" button. Please make sure you spell the code correctly. The voucher value will then be automatically deducted from your order value.
What do I need to consider when redeeming voucher codes?
- Only one voucher can be redeemed per order.
- A promotional voucher can only be used once, regardless of whether the item is returned.
- Promotional vouchers can have a minimum order value, which is always stated on the voucher. If you received the voucher by email, the minimum order value will be stated there.
- Promotional vouchers cannot be applied to reduced items.
- Individual brands may be excluded from the promotion.
- Unfortunately, subsequent credits are not possible.
- You can find more information about redeeming promotional vouchers in our terms and conditions under §9.
How will the voucher be applied to my order?
If you have added a voucher to your order, the purchase price will be reduced according to the voucher amount. If you have placed your order by installment, the voucher you have entered will be offset against the last installment(s).
Can I buy vouchers from Assure fashion?
Assure Fashion does not currently offer gift vouchers.
Newsletter
What is the newsletter?
We will inform you regularly and free of charge by email about exclusive promotions, trends and premieres.
What advantages do I have?
In addition to information about new products and insider tips from the editorial team, you will also receive our weekly deal in style before anyone else, meaning you can secure your bags and accessories before anyone else discovers them.
How do I log on?
To register for the newsletter, you will find a field at the bottom of our homepage where you can enter your email address. Click on "Subscribe for free" to go to the next step. If you want, tell us your date of birth here and you will receive a little surprise from us for your birthday. Click on "Send" and you will then receive a confirmation email. Click on the link in it to finally register. Of course, you can unsubscribe at any time.
How do I unsubscribe?
If you would like to unsubscribe from the newsletter, you can use the corresponding link at the end of the newsletter or send us an email to service(at)assure.fashion.
Why don’t I receive the newsletter after registering?
In this case, it may be that you have activated a spam filter in your email system. Please add newslette(at)assure..fashion to your address book.
Why didn't I receive a voucher code in the newsletter?
The voucher code can only be redeemed once. If you sign up for the newsletter again, you will no longer receive a voucher code.
Why can't I redeem the voucher code from the newsletter?
If the voucher code has already been redeemed in a previous order, it is no longer valid. The code can only be redeemed once in our online shop.
Product availability
My dream bag was online yesterday, but unfortunately not today. Is it already sold out?
Unfortunately, yes. Depending on the product, we only have small quantities in stock and high demand. All bags shown online in the shop are in stock and available. You are welcome to write to us at service(at)assure.fashion to receive personal advice from us. Maybe we can find a similar item together that you like just as much or even better.
Do you regularly receive restocks of sold out products?
You are welcome to contact us,
if you would like to know whether a certain product is still available.
Are the items original?
We guarantee that every product in our online shop is exclusively original. Please note that not every item is provided with certificates of authenticity and serial numbers.
How are the dimensions and weight information determined?
For our size information, we measure the width and depth of the products at the bottom of the bag. The height is measured from the bottom of the bag to the middle of the top edge of the bag. The bags are not filled. Handles and straps are recorded separately. The weight includes all accessories included in the delivery.
Can I reserve an item?
An article is only for you
reserved when you have completed the order process at the checkout. If you
an item in your shopping cart, it is not for you
reserved.