FREQUENTLY ASKED QUESTIONS

1. How do I know if a product is a pre-sale item?

Pre-sale items will be marked on the product detail page. Typically, the shipping time for pre-sale items is within 7–30 days.

2. Can I print my design or logo on the products?

Yes, we can accommodate your request. The minimum order quantity (MOQ) for customization is 50 pieces per style. For more details, please get in touch with our customer service team.

3. As a wholesaler, how can I purchase from Fioboc?

Thank you for your interest. For wholesale inquiries, please click here. Or email us at: service@fioboc.com

4. Is Fioboc a branded product?

Yes. Fioboc is an independent online brand. All fabrics and styles are developed and designed in-house, and then produced by contracted manufacturers. We maintain strict quality control to ensure that our products are as unique and distinctive as you are.

1. How do I place an order?

To place an order, we recommend creating a Fioboc account first. Don't have an account? Click here to register. Follow the steps below:

1. Step 1: Select your items, check the quantity, and make sure the products you want are selected. Then click "Add to Cart."
2. Step 2: Double-check your items. If everything is correct, click "Check Out."
3. Step 3: Review your shipping address and choose your delivery method.
4. Step 4: Select your payment method and click "Pay Now" to complete your order.

2. Do you offer free shipping?

At checkout, you will see a reminder at the top of the page indicating whether your order qualifies for free shipping. Click here to learn more about shipping.

3. How can I modify an order I just placed?

You can only modify your order before it has been processed, and please contact our customer service team immediately with the details of your request. If the order has already been shipped, we may not be able to make changes.

Note: Orders placed with Klarna cannot be modified after submission.

4. How do I change an item in my order?

You can cancel your order in your account and place a new order with the correct items. For orders marked as "Shipped/Partially Shipped," we cannot make any changes. If you have questions, please contact us as soon as possible.

5. How do I cancel my order?

• If you haven't paid yet: Go to My Account >> My Orders, and click the "Cancel" button.
• If you've already paid: Please contact our customer service team at service@fioboc.com immediately.

Note: Orders that are already "Shipped" or "Dispatched" cannot be canceled.

6. When will I receive my refund after cancellation?

Refunds are usually processed within 5–7 business days. You'll receive an email notification once it's complete.

• PayPal refunds: 2 business days
• Credit card refunds: 7–14 business days (Depending on your bank. Please contact them for more details.)

1. How do I track my package?

Once your order is shipped, you'll receive an email with tracking details. You can track your order through the link in the email or click here to the "Track My Order" page using your tracking number.

2. What should I do if my order hasn't arrived after the estimated delivery time?

Delivery times may vary due to customs, remote locations, peak seasons, holidays, bad weather, or courier operational issues. Please:

• Double-check that your shipping address is correct in My Orders. If the logistics website still shows updates on the package status, please be patient and wait.
• Contact your local post office with your name and address. Some international parcels may need to be collected in person.
• If you've completed the steps above and your package still hasn't arrived, please contact us.

3. My order says "Delivered," but I didn't receive it. What should I do?

Please contact us at service@fioboc.com with your name and address. Sometimes packages may be left at your local post office or received by neighbors/family.

4. Why hasn't my tracking information updated in a long time?

Tracking updates can sometimes be delayed, especially with standard postal carriers. If there's no update for more than 7 business days, please contact us.

5. Do you ship to my country?

We ship to most countries/regions worldwide. Click here for shipping details.

6. Do you offer Cash on Delivery (COD)?

Unfortunately, we do not currently support COD.

7. How can I get an invoice for my order?

Invoices are only issued after shipment. Once your order has shipped, please contact our customer service team for an invoice.

8. What happens if my package is held by customs?

Over the years, more than 99.9% of Fioboc shipments have cleared customs without any issues. In the rare case of a customs delay, most packages are still successfully released and delivered. This is because clearance through standard shipping methods (courier or postal service) is handled professionally by the shipping company, while Fioboc ensures all necessary shipping documents, compliant products, and proper packaging are provided.

9. Who is responsible for customs clearance?

As the importer, the customer is always responsible for customs clearance and any applicable import duties or taxes. You may need to contact your local customs office directly.

Examples of situations where your package may require customs clearance:

1. The products you ordered are prohibited or restricted in your country.
2. You refuse to pay duties and import taxes.
3. You cannot provide the specific permits or documentation required by customs.

In these cases, the customer assumes full responsibility. If the items are held or destroyed by customs, Fioboc cannot provide compensation. However, if the issue is caused by an error on Fioboc, please contact us for a fair and reasonable resolution.

1. How do I choose the right size?

Please refer to our Size Guide, available on every product page. If you're still unsure, email us at service@fioboc.com for assistance.

2. Do sizing measurements vary between products?

Yes, sizing may differ across different Fioboc styles. Please always review the Size Guide for each product before purchasing.

3. What sizes do you offer?

We offer 7 sizes ranging from S to 4XL. Please be sure to check our Size Guide to find the right size for you.

4. Care & Washing Instructions

All of our garments should be washed in cold water and tumble-dried on low heat.

For wrinkle care, we recommend the following steps:

• Remove clothes immediately after the wash cycle ends.
• Use the "Permanent Press" cycle when drying. If your dryer doesn't have this option, use the lowest heat setting.
• Hang garments immediately after drying to prevent new wrinkles.
• Using a steamer to remove wrinkles is also safe.

Tips: We do not recommend ironing most garments. For more information about product washing, please click here.

5. How often does Fioboc restock?

We can't provide exact restock dates. You may subscribe to our email notifications or contact customer service for updates.

1. How do I return or exchange an item?

We do not accept returns/exchanges without prior authorization. Please review our Returns & Exchanges Policy page for details. Please understand.

If you received the wrong item or size:

Contact us with clear photos showing:

• Show the relevant items and/or their dimensions (please display a ruler or tape measure next to the items).
• Order number
• Product barcode on packaging
• Neck label

Solutions:

• If we sent the wrong item/size: Full refund to your original payment method.
• If you ordered the wrong item/size: You may keep the item with a partial refund (at our discretion), or return it for an exchange/refund. Return shipping costs are borne by the customer.

2. Processing timeline for returns/exchanges:

• After your return or exchange request is approved, customer service will contact you within 24 hours.
• Customers should send back the return package within 7 days after receiving the agreed solution from customer service.
• Fioboc will process the return or exchange within 5-7 days after receiving the returned package from the customer.
• Refunds will be issued by your card issuer within 2–14 days.

1. What payment methods does Fioboc accept?

We accept PayPal, Apple Pay, Klarna, and major credit cards (American Express, Visa, Mastercard, Diners Club, Discover, JCB, etc.).

2. Can I change my payment method after placing an order?

Unfortunately, payment methods cannot be changed once an order has been placed.

3. Why did my PayPal payment fail?

Please check the error code here and resolve any account-related issues.

4. Why was my payment declined?

Possible reasons include:

• Incorrect card details (expiry date, billing address, or CVV code)
• The bank declined the transaction
• Insufficient funds
• Security/fraud prevention blacklist. (Involving account fraud and other security issues)

1. How do I register for an account?

Click here to register with your email address and password.

2. What are the benefits of having a Fioboc account?

• Free shipping discount on your first order.
• Easy access to customer support and order updates.
• Early access to new arrivals and promotions.

3. Can I change my registered email address?

Currently, email addresses cannot be changed after registration. This feature will be available soon.

4. What if I forget my password?

Go to the Login page, click Forgot Password, and enter your email address. You'll receive a reset link.

5. How do I unsubscribe from emails?

Click the "Unsubscribe" button at the bottom of our emails. For further help, contact our customer service team via the Contact Us page.

6. Why can't I log in to my account?

If you are having trouble logging in, you may have entered incorrect information. Please check the following:

• Clear your browser's cache and cookies: Instructions can usually be found in the "Help" menu of your internet browser.
• Check Caps Lock and Num Lock: Passwords are case-sensitive, so "PASSWORD" and "Password" are recognized as two different passwords. Make sure Caps Lock and Num Lock are turned off when entering your password.
• Incorrect email address
• Incorrect password: If you forgot your password, go to the Login page and click on Forgot Password. Enter your email address, and you will receive a link to reset your password.

7. How do I update my shipping address?

• Log in to your account here.
• Go to "Address Book" to update or add a new address.
• Set your new address as the default.

1. How can I get a discount code?

Subscribe to our email notifications to receive occasional promotional offers. You can also find discount codes during special sales on our website.

2. Where do I enter my discount code?

At checkout, enter your code in the "Discount code or gift card" field and click "Apply." If you have issues, contact us at service@fioboc.com .

3. Why isn't my discount code working?

Possible reasons:

• You forgot to click "Apply" after entering the code.
• The promotion has ended, or the code has expired.

If neither applies, please contact customer service via our Contact Us page.

4. How can I earn and use reward points?

For details on earning and redeeming points, please see our Rewards Page.