IT'S OKAY TO CHANGE YOUR MIND

Welcome to our favorite FAQ section. We are glad you are here. Here you can learn more about purchasing on ForstepStyle fashion marketplace and most important, to learn how to deal with your issues (if any).

Forstep Style is an online fashion e commerce marketplace that provides business-to-consumer sales services via web portal. Forstep Style is B2C e commerce platform which allows professional fashion and beauty companies (boutiques, multi-branded stores, beauty and cosmetic shops, online fashion stores, online beauty and cosmetic stores etc.) to sell products directly to foreign consumer from anywhere, everywhere.

Third-party sellers are independent sellers who offer a variety of new,  recycled or refurbished merchandise.

The steps to place an order with a third-party seller are the same as placing any other order on Forstepstyle.com. You add items to your cart, then complete your order through the checkout process. Payment for your order may be processed immediately, instead of when the order ships. We will disburse your funds to the third-party seller but never pass along your payment information.

If a seller asks you to send funds directly to them, bypassing Forstep Style Marketplace checkout process, do not place the order and contact our customer support service immediately at complaint@forstepstyle.com.

Your order is fulfilled directly by the seller who will also handle their customer service, from packing and shipping.  If you encounter a problem with these orders, you may be eligible for the Buyer Protection Program. For more information regarding this program, click here. 

Note: When you place an order with a seller, you can cancel the order yourself from Your Account within 30 minutes. Select the order from Your Orders and select Cancel Items. After 30 minutes, you can request a cancellation from the seller through Your Account by selecting Request cancellation.

Note: Sellers work hard to ensure that stock is on hand for delivery, but occasionally a listed item will no longer be available by the time an order is placed. If a seller is unable to deliver your item, they should refund you promptly so that you can place a new order. While stock-outs can happen, we do require sellers to keep these to a minimum. Please understand that in some cases the out-of-stock item might no longer be available at the listed price.

Note: Sellers can set their own prices for the items they sell . Prices for similar or identical items from other sellers can vary.

Only professional sellers (legal entities) can sell on Forstep Style online fashion marketplace.

If you are individual, unfortunately, you cannot sell your products on our online fashion marketplace. But, if you have are already registered as a legal entity (company) in your country, we would be pleased to contact as at seller@forstepstyle.com and ask us for everything you want to know about opening a shop on Forstep Style Marketplace and start selling globally.

NOTE: All sellers on Forstep Style marketplace need to be registered as legal entities in a country. Each one of them can operate as boutique (online and/or offline), fashion designer, hand-made designer, jewelry shop, clothing brand, beauty store or multi-brand store from all around the world.

If you are still interested in selling your products on our online marketplace (hey, we take only 10% per real sale – no hidden costs, monthly fees, that’s all), please email us at seller@forstepstyle.com or open your shop and wait for an approval by our team. Our average response time is within 24 hours and we try our very best to help sellers out quickly.

To learn how to set up your shop (easy and fast) on Forstep Style online fashion marketplace, please download your step by-step guide for selling here. It’s super helpful and you will learn how to grow your business on our marketplace much faster.

All items listed on the Site are sold by professional sellers (online and offline shops), who offer certain guarantees and are verified by Forstep Style online fashion marketplace. This means that costumers are safe enough to buy from them, but we cannot guarantee that all item listed on the Site are fully original and non-counterfeit items.

If your seller (the store) has the “verified by Forstep Style” sign, this means that all their provided information’s are real and genuine.

Read and understand our policies before listing or buying items. Follow our guidelines and review our examples so you know beforehand what you can and can’t sell on Forstep Style Marketplace.

The list of prohibited and restricted items below covers items you can list under certain conditions, and items that we don’t allow at all. 

  • Clothing used (especially Bathing suits, Bras, Pantyhose, Spandex, Wrestling singlets, Vintage undergarments, as long as they are not modeled or recently worn)
  • Adult Only Category
  • Stolen Property
  • Gift Cards ( For stores or companies going through bankruptcy or going out of business, you can list their gift card only if it’s still being accepted as a form of payment. If there’s an expiration date, be sure to specify it in your listing.
  • Alcohol, cigarettes and any kind of drugs.
  • Worn clothes, accessories or used beauty products

All transactions on Forstep Style Marketplace are made directly between the buyer and us. Forstep Style marketplace is the main receiver of all transactions made on the Site.

Orders placed with a credit or debit card via the Marketplace checkout can be raised directly with Forstep Style Marketplace if an amicable resolution cannot be reached between you and your seller at first. Forward your purchase confirmation email to complaint@forstepstyle.com with details of the issue and we’ll take the case from there. Please note that costumers have a right to ask for refund 14 days after receiving the item. 

All transactions on Forstep Style Marketplace are made directly between the buyer and us. Forstep Style marketplace is the main receiver of all transactions made on the Site.

Orders placed with a credit or debit card via the Marketplace checkout can be raised directly with Forstep Style Marketplace if an amicable resolution cannot be reached between you and your seller at first. Forward your purchase confirmation email to complaint@forstepstyle.com with details of the issue and we’ll take the case from there. Please note that costumers have a right to ask for refund 14 days after receiving the item. 

Unfortunately, currently we do not support the sale of gift cards to our customers.

We found a great guide which will help you easily spot fake designer sunglasses and spectacles on Forstep Style marketplace. We have encountered many forms of counterfeit designer eye frames and shades on-line. We know what you are looking for and try to avoid being deceived with cheap fake eyewear. So, here are some tips which will help you make the right decision:

 

  1. Pictures of the item

Most designer and brand frames are expensive due to the level of detail incorporated into the design. We have found that fake goods manufacturers cut corners on the detail as this is too hard and expensive to copy.

  1. If there are no photos provided, email the seller to request a good one of the item.
  2. If the frame picture is blurred or incomplete, this will not allow you to check for detail in the frame.
  3. Compare the pictures to the manufacturer’s website or compare to other glasses websites.
  4. Some sellers copy item pictures from other genuine sellers, look out for this.
  5. Pictures of an actual fake frame can be checked to see if the tags are included and look authentic.
  6. The small details in counterfeit frames can be checked for poor manufacturing and a sub-standard finish.

 

  1. Location of seller

Without offending the genuine traders, over 85% of fake eyewear originates from the Far East. There are hundreds of fake Prada, Dior, Chanel and more frames on sale right now. How do we know this?

  1. Price is too good to be true and much lower than the normal price.
  2. Combine low price with shipping from China, India and Singapore etc.
  3. The seller has many different designer brands at very low prices that are too good to be true.

 

  1. Reputation of the seller

This is very simple procedure. Our recommendation is to read the reviews first and check the customer comments for any mention of missing items or poor quality product. Also, make sure that the seller is not selling a pair of glasses as a one off (not their main line of business). Please note that secure sellers will efficiently answer all of your emails, so contact them first.

When can I request for a refund under the Program?

Any buyer can request for their refund if all of the following conditions are satisfied:

  1. The products purchased are from the ForstepStyle.com platform and are within the scope of the Program (as described above).
  2. The products they purchased are reasonably believed to be counterfeits or are different from their product descriptions on the Forstep Style shopping platform.

3. The refund request complies with all other relevant rules and policies of the Forstep Style platform

Forstep Style is an online fashion marketplace where professional sellers (legal entities) from all around the globe can sell fashion goods and beauty products that costumers might find all in one destination. Forstep Style is an online fashion commerce marketplace that provides business-to-consumer sales services via web portal. As a platform, our role is to be a mediator between business and costumers.

This indicates that we do have certain responsibilities, such as:

  • to keep your money safe and secure on our professional transaction account, as long as takes for the package to successfully arrive to your address and the 14 day cancellation period end ;
  • to ensure you a money back guarantee (if buyers requests are reasonable and have the full right to ask for it) ;
  • to keep user’s account information safe for the purpose they serve.

All sellers on Forstep Style fashion marketplace are verified by our team. What does it mean for you? This means that all information provided on the Site (shop business address, location, social media channels, phone number etc.) are real and genuine, so you can use them whenever you want to get in touch with them (transaction account not included). However, we cannot guarantee you that everything listed on our marketplace is fully original, non-counterfeit, or in any way damaged before it’s shipped.

We are just a platform that enables professional sellers to list their items online on the Site. That’s all.

Everything listed on Forstep Style Marketplace must be unworn, brand new – from seller’s physical or online fashion and/or beauty shop.

No, they are not tied into strict formal contract with us.  

However, we cannot guarantee you that listed items on Forstep Style marketplace are fully original, non-counterfeit or in any other way damaged.

By sending a complaint to complaint@forstepstyle.com, you basically state that you are unable to reach a fair, reasonable refund or exchange agreement with your supplier and request Forstep Style onine fashion marketplace to step in to handle the matter.

Also, by sending a report to complaint@forstepstyle.com, you basically state that you have experienced a bad treatment by a seller which is not in accordance with Forstep Style’s Privacy Policy, Terms and Conditions, Transactional Services or Legal.

If you have any other questions which is not related to dispute or refund, feel free to email us to hello@forstepstyle.com.  Our team will be happy to assist you.

Having an old friend, or friend of friend, who is running a fashion business? Tell him about us! We will be very happy to help him open a shop on Forstep Style marketplace for 0 (zero) opening costs.  For more details, please email us at seller@forstepstyle.com 

This are our emails, this is us. If you have any other question related to our services, do not hesitate to get in touch with us

ACCOUNT & LOG IN ISSUES

To “Log In” into your account successfully, please ensure that you have entered the correct registered email address (or Member ID) and password. Also, check if your keyboard’s Caps Lock light is on and also make sure there are no extra blank spaces in the password.

If your registered email address and password are correct and you are still unable to sign in successfully, please follow the below steps to set your browsers:

1.Check if your browser if you have blocked Third-party Cookies option. If the Third-party Cookies option has been blocked, please enable it.

2.Please be advised to delete cookies

If you have forgotten your password, please click Forgot password to reset it.

You may meet the following issues when you register:

1.Your email address has been registered as a member

Please change another email address to set up your account. Or you can use the existed email address to retrieve your password.

2.Your Contact Name is not in English

If certain letters of your name contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter “?” to “c”.

To change information such as your address, phone number or anything important for you, please take the following steps:

1) Sign in to Forstep Style at https://login.forstepstyle.com

2) Go to My Account section 

3) Click Edit under the information you want to modify and click Save.

We are very sorry to hear that you are unable to register an account on Forstep Style Marketplace. If you did not receive the email from our system to verify your account, please check if the email has been sorted to your spam box. Please do not worry, because even if your email address is not verified, it will not affect your account.

Do not worry if you cannot find your invoice. It can happen to anybody. Actually, you have 2 (two) ways to find out your invoice from us:

1. Log in to your email account (the one you have been registered your Forstep Style account to) and find the email from us (related to that specific purchase) which says that your order is completed. In the searching field, try out using keywords like @forstepstyle, invoice, example of the product and you will find it. OR

2.Go to your Forstep Style account – navigate to orders and search your order history. Here, you can find your purchase details.

If anything goes wrong, feel free to contact us. We will be happy to assist you.

Keeping you safe and secure is a high priority for us. It’s stored on secure servers and only kept for as long as it’s necessary for the purpose it serves. You agree to this as part of our Terms and Conditions.

We are sorry to hear that you want to unsubscribe from our emailing lists. Hope we will hear from you some other time.

Here is the simplest procedure to unsubscribe form our email services

  • Find out one promotional email that you have received from us
  • Click “unsubscribe“ button as the bellow page

1.Set a secure password

* Use a combination of letters or numbers? e.g. fmea35pfo667, with no spaces between

* Use multiple words and numbers without spaces? e.g. improvemyaccount895

* Never use single words that can be found in any dictionary? e.g. manager or business

* Never use personal information others can easily obtain or guess? e.g. your name, sure name, or birth date

* Never use your email address as the password

* Never use common passwords? e.g. 123456 or ABCDEF

2. Sign in to ForstepStyle.com regularly

3. Be cautious when you receive requests for private or sensitive information

Never click on links in emails to access ForstepStyle.com web pages if you suspect the message might not be from us. Avoid filling out forms in email messages or respond from requests from sellers that ask for your personal information, such as your Member ID, password and credit card information. Most sign-in pages can be identified by addresses that begin with http://login.forstepstyle.com/

Safety Tips:

  • Avoid to click any links that seller give to you.

Don’t log in any website which need to input your account and password.

  • To get familiar with our website links keep them to your favorite list.
  • If you have any doubts about the link, you can report the case to us on complaint@forstepstyle.com

If the price is too good to be true, it almost is. It’s too easy to get scammed if price is your only criteria. Remind yourself when you make a decision, how can the seller offer such a low price? The answer inevitably leads to more questions than answers.

Be careful when buying name brand products. Name brand products sold at far lower prices are mostly fakes. All name brand products (such Chanel, Givenchy, Louis Vuitton, etc.) are protected by their manufacturers, thus there is almost no chances of buying them at low (regular) prices.

In every case, situations like this are almost unreal to be done, because of the fact that Forstep Style Marketplace sellers are trustworthy legal entities who understands their obligations very well. However, excludes can be made so it’s our obligations to inform our costumer about every possible situation, whether real or not

If you receive a proposal from a seller asking you to complete transactions directly to them instead of via ForstepStyle.com, you should ignore their requests and report them to us as soon as possible on complaint@forstepstyle.com. Once you accept the seller’s proposal, you will not be entitled to our Forstep Style Buyer Protection. This means if the items you receive are not what you expected or if they fail to arrive, we cannot help you get a replacement or a refund.

Do not confirm delivery before receiving the order.  Don’t confirm delivery before you receive the goods. If you are requested to do so by the seller, please refrain and check your order carefully upon arrival.

Consider the seller’s feedback information before deciding to buy from them. Remember that a good seller enjoys good feedback reviews.

In every case, situations like this are almost unreal to be done, because of the fact that sellers or sellers are trustworthy legal entities who understands their obligations very well.

However, excludes can be made so it’s our obligation to inform our costumer about every possible situation, whether real or not.

Simply write an email to us at hello@forstepstyle.com and ask us to do this for you.

Forstep Style online fashion marketplace protect user money in two ways. When paying online, buyer’s details are protected by SSL encryption (the highest level of protection commercially available for now). Also, we keep buyer’s money on our transaction account safe and secure, as long as the package reaches costumer’s address in satisfactory conditions and in reasonable time.

  • For Buyers

Pay securely with your credit cards, such as VISA, VISA ELECTRON, VISA INTERNET, VISA VERIFIED, MASTER CARD, DEBIT CARD, DINERS CARD, DISCOVER and wire transfer via banks, without exposing your details. When paying online, your details are protected by SSL encryption (the highest level of protection commercially available for now).

  • For Sellers

ForstepStyle.com verifies the credit card details for every transaction. You will only be asked to ship the order ( via email ) after we confirm payment is received

To pay for your order, please follow these three steps:

1.Click the “ADD TO CARD” icon on the product detail page ;

2.Provide all the necessary information on the checkout page ;

3.Then, choose your preferred payment method on the checkout page

NOTE: Please note that we supports VISA, VISA ELECTRON, VISA INTERNET, VISA VERIFIED, MASTER CARD, DEBIT CARD, DINERS, DISCOVER and wire transfer via banks. PayPal and Stripe are not available at this moment, but we give our best to implement them in near future.

Usually, a red note message will be appeared on your screen telling you which part specifically you’ve missed it or you’ve entered it wrong.

However, check if you have:

  • Card security code failed

Please remember that an incorrect card security code could cause payment failure. Card security code is the short numeric code on the back of your credit card. Please check again that you have entered the correct card security code and plese try again.

  • Insufficient fund

If you meet the insufficient fund error log when you make payment by credit card, you are probably facing with insufficient funds in your account. Also, make sure that payment for your order does not exceed your credit limit.

  • Exceed limit

Please make sure the order amount does not exceed your credit card limit. Or the payment is unable to go through smoothly.

Please make sure that:

  1. Your credit card should be authorized by your credit card issuer to make an online payment by activating 3-D Security Code.
  2. Your credit card has activated 3-D security code. If you have not activated 3-D Security Code, please contact your card issuer with this issue.

The 3-D Security Code for Visa is called Verified by Visa (VBV) and for Master Card is called MasterCard Secure Code.

Before you make a decision to buy, we suggest you to check the listing first.

1.Review the seller’s feedback, terms of sale, item description, and shipping and payment methods.

2.Allow enough time to receive an item. Keep in mind the seller needs time to receive and confirm payment and ship the item. Pay attention to the seller’s guaranteed delivery time – you should be prepared to receive the item anytime within that time frame.

3.Leave Feedback. We encourage you to leave honest & feedback. This will let other buyers know about your experience with the seller and help makes Forstep Style Marketplace great and safe place for buying and selling fashion online.

4.Make sure you understand your local polices.

To make a combined payment, you may follow the steps below:

1.Choose the orders in the order list page ;

2.Click Pay Selected Orders.

If your supplier refuses to accept paying on Forstep Style Marketplace (on the site), please report him immediately on complaint@forstepstyle.com

When paying online on Forstep Style Marketplace, your details are protected by SSL encryption (the highest level of protection commercially available for now). If you pay directly to your seller, unfortunately, we will not be able to help you protect your money or offer you a money back guarantee.

To help ensure that your shopping experience is safe, simple and secure Forstep Style Marketplace uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.

You will also notice that when you look at the URL field at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’. This means that you are in secure mode.

We always try to give our best to explain this issue as best as possible to our costumer. Keep on mind that your refund amount will always be smaller than the original amount of money due to:

1.The foreign currency fee which was absorbed by your correspondent bank or card issuer;

2.The commission absorbed by your correspondent bank or card issuer for each transaction;

3. The floating exchange rate.

For now, you can pay using Master Card, Visa, Maestro Debit Card, Diners Card, Discover and wire bank transfer. Our goal is to make all payment services available on Forstep Style Online Fashion Marketplace.

PayPal and Stripe are not available as online payment getaways, but we will implement them in near future.

When placing your order, select the credit card you want to pay with and you will be directed to a secure payment page. Then simply follow these 3 steps below:

1.  Select the credit card you want to use, enter the required details on the fields and click “Pay My Order”.

2. Forstep Style Marketplace has received your payment

3. After you successfully made the purchase, click “Back To Order Details” to see the details about the payment.

Please note that once your payment has been approved, your money will be held securely in a Forstep Style bank account. Payment will only be released to the supplier after you confirm satisfactory delivery or the 14 day cancellation period will end.

If you choose to pay by bank transfer, you need to:

1.  On the checkout page, select Bank Transfer as your payment method.

2. In the Bank Transfer Information section, you will see the account information you need to transfer your payment.

3. Please print out the section containing your Bank Transfer Information.

4. Go to your local bank to transfer your payment. Bring the printed Bank Transfer Information and show it to the bank officer before making your payment. Once complete, your payment will be held securely in an account out the section containing your Bank Transfer Information.

5. If the status of your order has not changed to “buyer has paid the order ” 7 business days after you’ve paid, please contact us

6. If you choose to use bank transfers, please transfer enough money to cover all banks`s service fee. This is great for you because you will be ensured as a buyer from unwanted monetary loss caused by refunds or disputes and the supplier gets the whole payment as well.

Please do not transfer payment directly to suppliers. Only transactions made on Forstep Style Marketplace using our service are eligible for Buyer Protection.

Currently, we are supporting credit cards and wire bank transfer as a payment options for our customers.

All prices on the Site are displayed in dollar currency.

NOTE: Please note that our main currency is MKD, which means that there might be a small difference in the amount due to the floating exchange rate.

When you come to pay for your order, you’ll be charged in the currency you have selected. If your payment card is registered with a different currency to the one you’re purchasing in, then your bank will convert the price using their exchange rate

No, refunds must be credited to the original method of payment on your order. If we are unable to process your refund to your original method of payment, we will contact you to resolve the issue as soon as possible.
We typically process refunds within 5-10 business days after your merchandise has been received by our returns team. Please note that it may take up to two billing cycles for the refund to appear on your monthly statement. If you have questions about your refund, please contact the store you purchased from. To view your seller’s contact information, please go seller store front or your order history from your account on our marketplace.

If for some reason your card payment was not successful, an error message should appear on your screen with an explanation.

The issue may be linked to the 3D Security of the card, your bank blocking the payment, your type of card not being supported, insufficient funds in your bank account, or a technical issue with the card processing system.

If your payment is unsuccessful (meaning no money has left your bank account), you can try again by re-entering your card details and completing the 3D security process again if applicable.

For a more detailed reason why your card payment failed, keep reading this. Debit and credit card payments can be unsuccessful for a number of reasons. If an error message appears on your screen after you try to pay, or if we confirm your payment has not been successful, then you have not been charged.

1.  Payment Declined – By Your Bank

The most common reason for an unsuccessful card payment is that your bank has declined it. It’s normal for them to stop a payment that they might perceive to be unusually large or to a new and unknown recipient – just in case. The best way to resolve this is to give your bank a quick call, let them know it is you making this payment and that Transfer Wise is a trusted recipient. Once they’ve confirmed this, your next attempt should be successful.

2. 3D Secure Verification Issue

If your card is flagged as not 3D Secure, or if you’re having issues with the 3D Secure data not being accepted  (Verified by Visa/Master Card Secure etc.), it is best to contact your bank to confirm if there is an issue and to make sure your card is 3D Secure.

If the issue persists, you can always make a bank transfer to us instead (if possible) or use an alternative card.

3. Insufficient Funds

Your bank might also stop your card payment if there isn’t enough money in your account or if you have a per-transaction limit. They could also be treating your payment as ‘cash withdrawal’.  Though card limits vary from card to card and from bank to bank, per-transactions limits in many southern European countries (France especially) can be as low as €300 – €500. Other banks may treat card payments cash withdrawal, meaning your cash withdrawal limit will apply.

To find out more or to adjust your limits, please get in touch with your bank. It can take some time for the changes to take effect, so we recommend paying by bank transfer or setting up a smaller transfer in the meantime.

4. Other

In the majority of cases, card payments are unsuccessful due to one of the four reasons above. If you see a more generic error message, the best option is to try an alternative payment method.

Maestro/Solo Cards – You should be able to use a regular Maestro or Solo card when paying on Transfer Wise. It must have a 16 digit card number and, regardless of the currency you’re paying in, it must be 3D secure. If the card number has less than 16 digits, or if it contains letters and numbers in the card number, you cannot use this to pay.

NOTE: Please note that it may take up to two billing cycles for the refund to appear on your monthly statement. If you have questions about your refund, please contact your seller you’ve purchased from. To view your seller’s contact information, please go to:

  1. Product detail page
  2. Seller info
  3. Click on “Get support” and send a message

If you have questions about a pending return or need to request a new return, please contact the shop first. 

If your payment is declined, it’s probably due to your card issuer’s security checks. Please contact your card issuer, their contact number should be on the back of your card. If this has not solved your problem, please contact us on complaint@forstepstyle.com   and we will give our best to resolve your problem.

It may take up to two billing cycles for the refund to appear on your monthly statement.

If you have questions about your refund, please contact your seller you’ve purchased from. To view your seller’s contact information, please go to:

1. Product detail page ;

2. Seller info ;

3. Click on “Get Support” or “send him a message”.

If you have questions about a pending return or need to request a new return, please contact the store you purchased from.

Our buyers can choose from numerous express shipping services like DHL, FED EX, TNT, State Office Mail and others. In fact, you are enabled to choose between available shipping options offered by your seller and click the most appropriate one for you. 

Since the shipping methods are set up by sellers, you are advised to directly contact your seller for more shipping information.

To contact the seller, you may go to the product detail page or store’s profile and click the “Get Support” button to send him a private message or report a problem.

Orders may need to clear customs in your country. Please check if your order will incur additional import duties, taxes or other customs related charges. Import duties, taxes or other customs charges will be collected by the shipping company upon delivery. Sellers are not responsible for delays caused by the customs department in your country.

Additional costs or delays may happen during international trade. We sincerely hope that you do not use additional import costs or customs clearance delays as a reason for requesting refunds or leaving negative feedback.

IMPORTANT: Forstep Style Fashion Marketplace cannot guarantee that you will be or not be charged any customs taxes or duties. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the package. Please be advised about custom and import duties in your country (or package destination country) 

Courier services and shipping fees are set up by our sellers. You can check shipping fee in the product details page from seller’s storefront.

If the shipping fee is too high for an item you would like to order, you may contact the seller regarding shipping cost via “Get Support” button from his storefront and negotiate the price with your seller.

If the seller agrees to change the shipping cost, he/she can modify the amount as per agreement before payment. Or you may also choose alternative shipping methods to lower the shipping cost.

In general, orders are delivered within 3 – 60 working days if you choose standard postal delivery as shipping option (for Russia or India up to 90 days). However, an extension can be made if the buyer and seller mutually agree on a new date. If the buyer did not receive the goods (goods still in transit) even after being shipped by the seller, the buyer needs to contact the seller (via “Get Support” icon on seller’s store front) to negotiate a longer shipping period. If the supplier has not shipped the order before the agreed date, the buyer can always contact his seller to agree a new date; or to request a refund to seller.  

However, shipping and delivery time is vary based on the delivery method that your seller has provided or that you have chosen on the checkout, as well as where the item is being delivered from or to, the seller will have specified the shipping times on the shipping details section on their listing.

Express Shipping Deliveries will normally be quicker than standard postal deliveries, depending on the shipping method chosen by your side. However, some sellers use shipping services that will allow you to track the delivery. If you want more information related to this topic, please directly contact your seller by clicking on the “Get Support” icon on their store front or product detail page.

In addition, delivery time varies depending on the country and the courier service you will choose.

In order to change your previous address, you need to follow these 3 simple steps:

1. Click to “My Account” and then click “My Orders“ ;

2. Click Edit My Address” and then enter the new one ;

3. Click “Save“.

IMPORTANT: Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations.

If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter “?” to “c”.

To make sure you receive your order smoothly, you can directly contact the supplier to confirm your shipping address. To contact the supplier, you may go to the product detail page and click the “Get Support” button to send a message.

Please be advised that your shipping address cannot be revised after the order has been placed successfully.

If you have made payment and want to change your shipping address, please directly contact your supplier and inform him/her of your new address before your order is shipped out. You can do this by clicking on the “Get Support” button on the product detail page that you have purchased.

If you did not make payment yet, you can ignore the order with the incorrect shipping and replace a new order with your correct shipping address. The unpaid order will be cancelled automatically after the due day.

Buyers on Forstep Style Marketplace can see their total order cost in the checkout section. If you want to see your total order cost after purchasing an item, please go to:

1.  My account ;

2. Orders ;

3. Click on “View” ;

4. See at “Total” section in order details section.

IMPORTANT: Forstep Style Marketplace cannot guarantee that you will be or will not be charged any customs taxes or duties. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the package. To learn more about custom and import duties in your country, please contact your authorities first. 

You can cancel an order before your seller hasn’t shipped the package to your address by clicking on Get Support button from seller’s store front and ask your seller to cancel your order (provide your order number). But if the seller shipped out the package and it’s too late for him to make it for you, then, you need to shipped the package back to his address and ask him for a refund. If you cannot find any reasonable solution for both of you, contact as at refund@forstepstyle.com. We will take the case then.

We know that situations like this may be a little bit frustrating, but do not worry.

If the promised time for shipping elapsed, we recommend you to contact the store directly by clicking on “seller info” on the product detail page. To do so, click on “Seller” and then “Get Support” from your seller’s shop profile page. You can then follow up your order and ask for any tracking information that will help locate your order. If you don’t receive a response after a reasonable period of time (1-3 working days), then you can escalate the matter by writing to us to refund@forstepstyle.com.

If you have exhausted other methods of escalation, such as active refund dispute, but the issue remains unresolved and nothing is moving on, forward your purchase confirmation email to complaint@forstepstyle.com  and we’ll take the case from there.

Yes, you can. After the seller ships your package, a tracking number will appear. If you want to have clear information about your package currently destination, please copy your ORDER NUMBER and paste it to the website to your shipping delivery service.

To find your order number, simply go to:

1.  My Account ;

2. View Orders ;

3. See the Order section.

If, your seller does not support tracking system, you can track your order on shipping company’s website with the tracking number provided. For example, go to the DHL’s website with your personal tracking number and get the tracking information (your package location ).

IMPORTANT: Please note that it may take 48-72 hours for the tracking information to be updated by the shipping company and sometimes tracking numbers may change. If after 3 days you are still unable to get the tracking information of your package, please directly contact your seller for more information (via “Get Support” button or email messages between both of you). For more info, reach out to us at hello@forstepstyle.com. We will help you find your package destination.

If the goods are not delivered in time after the supplier has confirmed shipment, we advise you to contact your seller immediately for an extension to the Delivery Period.

If you want to escalate the matter, please contact us at complaint@forstepstyle.com and we will investigate the case.

It is possible that the seller hasn’t included a shipping option to your region. You can send a direct message to seller and ask them if they dispatch to your country, they would be happy to make an exception.

If you are not satisfied with the product you received, you can ask your seller for your money back. To fix this situation, follow these four steps:

1. Sign in to your Forstep Style account ;

2. Locate the relevant seller ;

3. Click the “Get Support” icon;

4. Write a direct message to your seller and request a refund;

If seller refuses to give your money back to your transactional account, you can always count on us for investigating the case and give you a refund if your request is reasonable. Simply write to us at refund@forstepstyle.com and we will take the case from there.

NOTE: Logistics companies deliver packages in one of two ways:

1. Driver/Shipper Release: the logistics company will deliver the package directly to the front or back door of the buyer’s address ;

2. Signature Obtained: the buyer must sign and acknowledge receipt of the package.

Please confirm with your seller the preferred method of delivery. If you choose Signature Obtained, you may need to pay extra fees. Also, please confirm with the seller on who will bear the cost of the extra fees prior to making payment.

Also, check the condition of your package before you sign and acknowledge receipt of delivery to avoid problems relating to product damage or the quantity of products that were delivered. Do not sign and acknowledge receipt of your order if the packaging on the outside has signs of damage. Please check the contents of your package immediately after signing and acknowledging receipt of delivery. Contact your seller immediately if you discover any further problems.

In most cases, any customs or import duties are charged once the package reaches its destination country. The exception to this is for parcels being sent to Brazil or India on our Standard Delivery service.

For more information on how customs charges are applied on orders sent to Brazil, please click here 

For more information on how customs charges are applied on orders sent to India, please click here 

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).

Forstep Syle Fashion Marketplace has no control over these charges and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a great idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Special rules may apply when you buy goods from another EU country for delivery to your country of residence. If the company you buy from sells goods over a certain value to your country, where the goods are delivered, they cannot charge VAT in the country where you make your purchase. In addition, VAT is not included in the product prices for customers outside of EU.

Our customers pay duties and taxes on delivery and they will be required to pay these fees to the shipping carrier when they receive their order.

If you have any issue related to this subject, please email us at complaint@forstepstyle.com  with a copy of your order receipt. We will investigate the issue and respond to you within one business day. But before this, please note that:

  • Orders may need to clear customs in your country.
  • Please check first if your order will incur additional import duties, taxes or other customs related charges.
  • Import duties, taxes or other customs charges will be collected by the shipping company upon delivery.
  • Sellers are not responsible for delays caused by the customs department in your country.
  • Additional costs or delays may occur during international trade. We sincerely hope that you do not use additional import costs or customs clearance delays as a reason for requesting refunds or leaving negative feedback about your shopping experience on Forstep Style online fashion marketplace.

Well, this depends from seller’s shipping and delivery policy.

Every seller on Forstep Style has a different shipping policy, but it doesn’t take longer than 60 business day (weekend and holidays excluded). You can see your seller shipping policy or ask him directly via “Get Support” button. They will be happy to assist you. 

NOTE: If you are a costumer from Russia, then it may take up to 90 days, due to strict customs policy in your country.

Occasionally, orders take a bit longer than normal to complete.

For a buyer, this might mean that you placed an order but the purchase isn’t completed.

Processing delays can happen for a number of reasons and are not a cause for worry. If an order has been processing for more than 48 hours, please contact us directly with the order number, and we’ll investigate the matter further.

When the order is processed, you will receive an email confirmation.

To contact Forstep Style, write a message to hello@forstepstyle.com . We will be in touch in shortly.

All shipping services on Forstep Style online fashion marketplace are set up by sellers.

If you want to find out which shipping services are available for the product you want, please go directly to the product detail page. There, you will find everything you need to know regarding your item’s shipping information, available sizes, colors etc.

If you need any assistant help, feel free to contact us at hello@forstepstyle.com . Our team will be happy to assist you.

We understand that buyers (understandably) want to save on shipping costs by sending items directly to the recipient of a gift.  Or, perhaps they have moved, and their confirmed address is no longer correct. 

But problem may come when your address doesn’t match the address to witch you want the package sent. if you’re sending it as a gift, the seller can only see the shipping name and address listed on the payment. Unless you tell them, they do not know if a payment is for a gift or not.  If you do not wish the price to be sent with the package, you may want to send a note to the seller.

To discuss this issue with your seller, please contact the seller via “Get Support” icon on their store front.

Things go most smoothly when both parties are considerate of the other. Buyers need to understand that sellers have a right to be protected and sellers need to keep their buyers informed. Selling and buying on Forstep Style Marketplace can be very rewarding when buyers and sellers work together!

For that reason, buyer must inform his seller that mistake has been done as soon as possible. To get in touch with your seller, please go to your seller’s store front and click on “Get Support” icon and try to discuss the issue.

If you cannot find any reasonable solution (e.g. seller already shipped the package), you will need to get through the return and refund process.

For any further questions, feel free to contact as at refund@forstepstyle.com. We will investigate the case.

HAVING ISSUES WITH SELLER? HERE COMES THE HELP.

It’s simple. Just lick the “Get Support” button on seller’s store front and write your message to them.

We recommend you to contact the store (your seller) directly by clicking on “seller info – seller ” then click the “Get Support” button from their public store page on Forstep Style Marketplace. Make sure to get in touch with the seller at least once and ensure that you’ve allowed a reasonable amount of time for them to get back to you (usually 1-3 business days).

 If you are still waiting, then you can escalate the matter by ask them for your refund.

By filling out the form provided via direct messages with your seller, you can explain the issue with the order and ask for an exchange, a partial refund, or in rare cases a full refund to seller.

If you have exhausted other methods of escalation, such as bank dispute, but the issue remains unresolved, forward your purchase confirmation email to complaint@forstepstyle.com and we’ll take it from there.

If seller rejects your Refund Request, you actually have 2 (two) choices:

a) Contact the seller to negotiate different refund terms, or

b) Sent a complaint to refund@forstepstyle.com

Keep on mind that your asking is reasonable and you have the full right to ask for a refund (e.g. Product not as described or you did not receive your order within the stated delivery time).

By sending an email to refund@forstepstyle.com , you are officially stating that you are not satisfied with some aspect of your order and you charge Forstep Style team to take the case from there.

Before deciding to escalate the matter by reaching out for our help, please make sure that your request is reasonable (e.g. Product not as described or you did not receive your order within the stated delivery time).

If you cannot get any reasonable agreement between you and your seller, and you have the full right to ask for your money back, do not worry at all. Write a complaint to us at complaint@forstepstyle.com and we will investigate the case from there.

To find your support ticket history, please go to:

1. My account ;

2. Click on “View Support Tickets” button.

Buyers can find their order number in their order detail section. To find yours, go to:

1. Log in

2. My orders

3. Orders number (e.g. #235)

You will see something like this picture below

Buyer will receive an order confirmation email, immediately after his/her purchase. If you haven’t received your email notification, please check your Spam.

NOTE: The notification email may have been sorted to your spam box. You are advised to check your spam box.

For Gmail users: By default, emails from Forstep Style Marketplace may get into the Promotions tab in Gmail. So please check your Promotions tab for the download links and follow these instructions to make sure other important info from Forstep Style is delivered to your main inbox.

For Yahoo!, Hotmail and AOL users: Yahoo!, Hotmail and AOL are using overly strong spam-blocking filters that are very likely to stop you from receiving our emails. Please set up your spam filters to allow mail from the @forstepstyle.com domain to get download links or purchase information from us.

REFUNDS & DISPUTES

Forstep Style is an online fashion marketplace (venue) where customers can shop clothes, bags, shoes, accessories and/or cosmetics from trustworthy fashion companies (registered legal entity) who run their own brand stores online on Forstep Style Marketplace. Forstep Style Marketplace allows fashion and cosmetic companies to sell their products directly to foreign consumer all around the world.

Each seller on Forstep Style Marketplace is responsible for their own policies regarding shipments and returns, as well as answering questions about their services and products. All sellers on Forstep Style are obligated to give Refunds to their customers, but only if the costumer is eligible for a refund (product not as described or package not delivered in the stated delivery time)

If you’re looking to return an item or get a refund, or if you have general issues with an order, our first recommendation is to contact the seller directly via “Get Support” button from your seller store front. If you’re unable to get in touch with the seller or resolve things

Please note that your option to ask for return, exchange or refund can expire after the 14 day cancellation period. If you experience a problem with an order, it’s best to ask for refund from your seller first. If both of you can’t find any reasonable deal, please contact us at complaint@forstpstyle.com

THE PROCESS: Your order –  ask your seller for a refund – Forstep Style Marketplace approves/declines your request – Your money back to your transaction account

A dispute occurs when a buyer and a seller can’t resolve any problem related to a purchase directly between them. In these cases, buyer can ask Forstep Style Marketplace to mediate between them and try to resolve cases.

Yes, there is a minimal fee which bank takes by every transaction. (2.45% by transaction, shipping cost excluded)

Let’s say that you’ve requested an X amount for a refund. By single payment transaction, the bank takes a small commission from that X amount. We hope that you understand that full refund (literally) of your money will never be possible.

Opening a dispute should be the absolute last option. You should always try to solve your problems by communicating directly with your seller first.

Disputes take some time and often require the buyer and seller to provide evidence of their role in the transaction and item delivery. However, if you cannot reach an agreement and Forstep Style Marketplace realizes that buyer is eligible for a refund or replacing for order – then we have the right to act according to our Buyer Protection, Terms & Conditions, Legal and Privacy Policy Services.

If buyers properly exercise their right of return, sellers must issue a refund within 14 business days of receiving the returned item or evidence that the item has been shipped back. The refund generally includes the cost of delivery. Our sellers need to clear prior to the sale that shipping cost related to returning goods will be handled by buyer side (if otherwise stated); otherwise you as a buyer has the right to ask your seller to pay the shipping costs for the return. You are also required to provide at least an estimate of the maximum costs of returning bulky goods.

Our sellers need to clear prior to the sale that shipping cost related to returning goods will be handled by buyer side (if otherwise stated); otherwise you as a buyer has the right to ask your seller to pay the shipping costs for the return. You are also required to provide at least an estimate of the maximum costs of returning bulky goods.

While most issues can be handled successfully through basic open dialogue with sellers, after all both parties greatly benefit from a favorable business relationship; sometimes certain situations must be escalated into more formal requests. Keep on mind that Forstep Style Marketplace wants you to be happy with every your purchase. However, if you need to return an item, we are always here to help you.

Firstly, you need to note that by requesting refund, buyers are officially stating they are dissatisfied with some aspects of their orders and want the supplier to take immediate action to remedy the situation.

Buyers can ask for a refund if:

  • Goods are not received (confirming date varies by choosing different courier services) after seller has confirmed order has shipped ;
  • Goods are not received in satisfactory condition.

By filling out the form provided via direct message with your seller, buyers can explain the issue with the order and request an exchange, a partial refund, or in rare cases a full refund to seller. To ask your seller for a refund, click on the “Get Support” icon on seller’s store front.

NOTE: Buyers are entitled to a full refund within 14 days of receiving an order; provided the item is unworn and immediate packaging is received back in the same condition as it was sent.

Items must be returned to the seller you purchased the item from within 14 days of having your “request for refund’ approved by the seller. Do not send returns to Forstep Style Marketplace. We cannot guarantee you recovery of items incorrectly sent to our address.

The Seller will then provide you instructions on how to return your item and once your item is received back, we will process your refund to your original payment method (credit/debit card)

Please note that the seller may refuse a refund if the garment has been made according to your precise measurements i.e. made-to-measure.

If buyer and seller can’t reach an agreement between themselves, the buyer may escalate the case by opening a dispute. The “Get Support“ or “Request Refund” are the same steps taken by the buyer to talk and negotiate with his seller. The last step in the process, however, escalates the matter to Forstep Style Marketplace.

By sending a complaint to complaint@forstepstyle.com, the buyer basically states he or she us unable to reach a fair, reasonable agreement with the supplier and requests Forstep Style Marketplace to step in to handle the matter. Reasons to escalate the dispute may vary, but include supplier not responding to buyer requests or refusing to partially refund buyer for an order sent in unsatisfactory condition.

Usually, it takes from 1-7 business days.

If you want to request a  request return to your seller, you have steps to do. Go to:

1. Seller store front ;

2. Click on the “Get Support” button or “Send a Message” via message form.

Yes, you can. Just message your seller via “Get Support” button on seller’s storefront and ask him to cancel the purchase and to give your money back to you.

No, you cannot. In cases such as this, buyers have to make a prior that they are not satisfied with some aspect of the item and want to return back. In other words, the package need to be shipped to your stated address and then to return back and ask your seller for a refund. (partial or full)

If seller rejects your Refund Request, you actually have 2 (two) choices:

a) Contact the seller to negotiate different refund terms ; or

b) Sent a complaint to complaint@forstepstyle.com

We will investigate the case further.

If you paid by credit card, your payment will be available after 24 hours since you paid because the payment will be verified by our system within 24 hours. However, before you submit any cancellation request, please contact your seller to prevent the order being shipped out.

If buyer doesn’t receive the product or the received products are not as described, there is “three-step” dispute process for buyers to follow. If for any reason buyer is not satisfied with an order, immediate action may be taken, by following these 3 (three) basic steps in their respective order:

1. Click the “Get Support” icon on seller’s storefront ;

2. Request a Refund via direct message to him (send a message) ;

NOTE: Buyers are entitled to a full refund within 14 days of receiving an order; provided the item is unworn and immediate packaging is received back in the same condition as it was sent. Items must be returned to the seller you purchased the item from within 14 days of having your “request for refund’ approved by the seller. Do not send returns to Forstep Style Marketplace because we cannot guarantee you recovery of items incorrectly sent to our address. The Seller will then provide you instructions on how to return your item and once your item is received back, we will process your refund to your original payment method (credit/debit card). Please note that the seller may refuse a refund if the garment has been made according to your precise measurements i.e. made-to-measure.

3. If you cannot still find any reasonable agreement between booth of you, sent an email to complaint@forstepstyle.com or refund@forstepstyle.com.

We will take the case from there.

If you have any problems with your order (i.e. late delivery, product not as described,), please contact your seller in maximum 14 days from the delivery day. Oftentimes the seller will offer a solution. You can get in touch with the seller via email or the “Get Support” button on seller’s store front.

If buyers properly exercise their right of return, sellers must issue a refund within 14 business days of receiving the returned item or evidence that the item has been shipped back. The refund generally includes the cost of delivery. Our sellers need to clear prior to the sale that shipping cost related to returning goods will be handled by buyer side; otherwise you as a buyer has the right to ask your seller to pay the shipping costs for the return. You are also required to provide at least an estimate of the maximum costs of returning bulky goods.

If you have missed “the 14 days period”, unfortunately we will not consider your case as a legitimate.

By starting the dispute process, you are officially stating that you are dissatisfied with some aspect of the seller’s products and want them to take immediate action in order for you to correct this unwanted situation.

A dispute is opened:

  • If your order is not received within the confirmation date (confirmation dates vary according to the sellers’ stated delivery time, 60 days maximum) and after the seller has confirmed the order has been shipped.
  • If your order is not received in a satisfactory condition;

In order for you to have successfully provided complaint form, please give your best to explain the issue with your order via direct message to your seller and request an exchange, a partial refund, or in some cases a full refund. Please make sure that your asking is reasonable and you have the full right to ask for your money back.

Please make sure that you will initiate the process before the “14 days period” expire (buyers need to request a refund or return to their seller in maximum 14 working days after the package arrived to the stated address). If you contact Forstep Style 3 days after you received your product, you will have to provide a damage assessment report from the shipping company that delivered your product to you. Otherwise, your claim cannot be accepted by Forstep Style fashion marketplace.

However, If you are still not satisfied with some aspect, don’t worry. You can escalate the matter by sending an email to us to complaint@forstepstyle.com and we will investigate the case from there.

We know that things such as this can happen, so please contact your seller directly vie “Get Support” button on your seller store front. If there is no response more than 3 working days, or you can’t find appropriate solution between two of you, contact us on complaint@forstepstyle.com  and we will try to sort it out for you.

When dealing with disputes, Forstep Style Marketplace bases his judgment on relevant evidence provided by buyers. Buyer must provide evidence within 13 business days of receiving the package. You will also have to provide a damage assessment report from the shipping company that delivered your product to you. Otherwise, your complaint cannot be accepted by Forstep Style online fashion marketplace.

Please pay more attention to the email from complaint@forstepstyle.com  which main purpose is to ask you for some evidence or tell you the statues of the dispute. And buyer can negotiate with seller about returning the goods for refund or replacement.

Regardless of the photographs that you provide as a relevant prove to us, a clear and complete photograph of the product should be clearly shown.

1. If you are submitting photos for multiple defective items, please make sure that you take photos of each defective item separately.

2. If you have purchased more than one item, do not forget to indicate the defects on each single item you purchased separately.

3. If you bought an item which is not as described, and the problems are difficult to indicate to us in a photo or video; such as sounds problems with headphones or perfumes that are not as described, you should then return the items in order to receive a refund.

For returned products, you must confirm the return address with your seller, and provide tracking details when shipping your product (s) back. Please note that you will not be protected by Forstep Style Marketplace without providing shipping confirmation. Please make sure you keep hold of the shipping documents and shipping payment invoices; as they might be needed by Forstep Style helping team. If the buyer has reached an agreement with the seller to return the items for a full refund, then the buyer needs to provide a tracking number. Otherwise, the buyer cannot be protected against claims such as, items not received by the seller.

Money Back Guarantee

Anyone who purchase on Forstep Style online fashion marketplace receives the following guarantees:

 

  1. Full refund if you haven’t receive the order;

You will get a full refund if the order does not arrive within the delivery time promised by the seller or item significantly different then described.

 How it works: All sellers will set a delivery time with a maximum of 60 days (90 days for deliveries to Russia). If buyer can prove that he/she did not receive the order within the stated delivery time, buyer will get a full refund.

Full refunds are not available in the following circumstances:

  • Order did not arrive due to factors within your control (i.e. providing wrong shipping address)
  • Order did not arrive due to exceptional circumstances outside your or seller’s control (i.e. not cleared by customs, delayed by natural disaster)
  • Other exceptional circumstances outside the control of your seller or us as a marketplace platform.

 

2. Refund or keep items not as described

You can get a full refund if the product is significantly different from the product description, or seller can offer you a partial refund and suggest you to keep the product. Seller may offer you a product replacement as well.

How it works: Each seller sets a return policy to resolve issues where the item is not as described (i.e. who is responsible for return shipping costs and in which cases they are offering refunds). If your item is not as described, you should contact your seller first from your accont to discuss a resolution with you related to the case. If you can accept the product and want to keep it, you should negotiate a partial refund. Otherwise, you will get a full refund as established by the seller’s return policy.

Our Money Back Guarantee applies for everything listed on the Site. That’s why Forstep Style marketplace is different from other marketplaces. We keep your money on our bank account safe and secure for a while.