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FAQs

General Questions

Q: How can I register with Fillyz?
A: You can become a part of Fillyz family in one simple step. You need to click on "Login / Register" option on the top left corner of our website and provide us with some of your basic information.

Q: How do I login to My Account?
A: You can see Login/Register button top right corner, that will open a login popup window where you can login to your account or click here to go login page

Q: How can I check my order status?
A: Once you login to your account, on the left side of the page you can see Orders History option. Click on it and you will see the list of orders you have made with us. You can then click on view icon to see specific order and it's status.

Q: I am unable to log in to My Account.
A: You might forgot your password, if so, you can go to login page where you can see Forgot Password link, enter you email address and click on Reset My Password button, that will generate new password and send it to your email address. If new password doesn't work please contact us. If you get any error then please take a screen shot of the error message and send it to us by email on [email protected] We will look into the issue.

Q: How can I know whether I am registered with you or not?
A: Once you register, we'll send you automated email confirming that you are registered with us along with your login ID and password.

Q: Do you accept wholesale orders?
A: Yes, we do accept wholesale orders, we request you to email us at [email protected] with your requirement, and we will get back to you as soon as possible.


Order Related Questions

Q: Do I need to type my address every time I order?
A: When you enter your address while placing order or by enter your address from My AccountAddress Book section in our site then we offer the facility to retrieve saved addresses. So while placing any new order, simply login to your account and on checkout page and enter your email and password to use this saved address. 

Q: How do I place an order?
A: You may do follow the following steps to place an order: 
1) Select the desirable item
2) Add the item to Shopping Cart
3) Click Proceed to checkout option
4) Login with your account details
5) Enter billing and shipping address and select a payment mode to proceed with the payment.
6) Click Place order and complete the payment.
7) On successful order placement the Order ID will be generated and it'll show in My Account > Order History page.

Q: I have placed my order. When will I receive it?
A: The time to ship of all the items is mentioned on the website. Additional 3-4 days from the date of shipment.

Q: How will my order be delivered to me?
A: We deliver orders through reputed courier companies like DHL, UPS, FedEx, BlueDart, First Flight etc.

Q: How will I know if order is placed successfully?
A: Once your order is successfully placed you will receive a confirmation email from us. You can also login to the My Account > Order History section and check the status of your order.

Q: Do you take orders over phone?
A: At present we do not take orders over phone. We would request you to place an order through our website only.

Q: I am placing an order to gift someone. Will she receive the price tags and invoice?
A: We will try not to attach the invoice but generally because of the prevalent regulations we send the invoice along with the product.

Q: Do you allow exchanges?
A: No we do not allow exchanges.

Q: Can I add an item after I have placed my order?
A: We'll request you to place a new order for the item.

Q: How do I check the current status of my orders?
A: Please login to the My Account section and click on Order History link, where you can see list of your order, click on order view icon to check status of your order.

Q: I can see items in ready to ship time to ship. Does that mean that I will get my item within 1 or 2 days?
A: That item will be dispatched within 1 or 2 bussiness day of after placing an order. An additional 4 to 5 days are required to deliver the product at your doorstep. 

Q: How do I know when my order is shipped?
A: Once we ship your order, we'll send you email with details of the item which has been shipped along with the tracking details. You can also track your order from My Account > Order History page.

Q: Why was my order partially shipped?
A: This can happen sometime because different items have different processing time.

Q: May I receive my order early even if the time to ship is 15 days?
A: If you want to receive your order before time to ship, then you can send us priority requests, we can try for it. But we can't assure that we can make the delivery as per your request. Sometimes the product takes their due time in processing.

Q: Why is my order showing the status as "Awaiting Confirmation"?
A: The status indicates that there is a confirmation required from you for the item. You will receive an email from our customer service team with the list of all details required from you.

Q: I want a part of my order to be shipped in US and the other in India. Is it possible?
A: As differences in shipping costs, we cannot ship items from one order to two shipping addresses. If you need delivery at two different locations, we request you to place two different orders.

Q: Will the out of stock item be available again?
A: Once an item is out of stock then it'll not available in future.

Q: I want to cancel the order as I found the same at another website at a lower price?
A: Variation in price depends on multiple factors. Please email us the item specific link of the site where you have found the item in lesser price so that we can assist you accordingly.

Q: Can I cancel my order?
A: It will be difficult for us to cancel your order if the same has already been dispatched. However you can request us at [email protected] with a reason of cancellation, we will check the status of your order from our end and assist you accordingly.


Discount / Coupon Codes / Gift Vouchers

Q: I want to use two coupon codes at a time. Can I?
A: No, only one coupon code can be used at a time to place an order.

Q: I have a 5% off coupon with me, how can I use it in my current order for which I have already paid?
A: Sorry but you can't use coupon code once you already paid the order. The 5% coupon code will remain valid till it's validity, you can use the same on your next purchase.

Q: Is there any time limit to redeem the gift vouchers?
A:The gift vouchers has a lifetime validity.

Q: I like to buy some items but the price is quite high. Can I get a discount please?
A: We offer all our products at a nominal price keeping the quality standards in mind. However, we do offer various promotions from time to time and also have a separate sale section for items with discount.


Payments & Security


Q: I have made the payments but its showing as "Authorization Fail". How do I proceed further?
A: Your payment may have failed due to some technical error while performing the transactions. We’d suggest you to try a different Card for payment or contact your respective bank.

Q: I have been charged two times from my account
A: This may happened due to some technical error while performing the transactions. Contact us with your payment details with an option of whether you want Refund or Store Credit.

Q: What are the different modes of payment that I can use?
A: We do accept payments through:

  • Credit Cards: Visa / Master Card / JCB / American Express / Discover / Diners Club cards
  • Debit Cards
  • Paypal Payments
  • Net Banking

Q: Will my credit card number be kept confidential?
A: We do not store your credit cards or bank details but to the credit card company directly for the payment approval directed by Payment Gateway. Hence, your bank details stay confidential.

Q: During the payment process why my credit card been rejected?
A:This may happen due to the following reasons:

  • Incorrect Credit Card details.
  • Credit Card declined from Credit Card Company/Bank.
  • Crossed Excess Credit limit available on your Credit Card.
  • Credit Card Company doesn’t allow Overseas transactions.
  • Mismatch of Shipping & Billing address. For further assistance, please contact your respective bank.

Q: Which credit and debit card do you accept?
A: We accept Visa / Master Card / JCB / American Express / Discover / Diners Club cards. For debit card payment, please check with your bank if they facilitate with overseas payment.

Q: I do not want to provide my Credit Card Information due to Security Purpose. Please provide me other option?
A:In such case, you can make the payment through Wire Transfer / Westren Union Payment Transfer. Please contact our Customer Support Team to understand the process.


Shipping


Q: Can I change the shipping address of the order as I am relocating to a different location.
A: Surely you can change the Shipping Address till the item is not shipped. Please contact us for the required amendment.

Q: I had changed my shipping address from USA to India. Will I get refund of the Shipping Charges I paid?
A: Yes you will get the refund of the shipping charges as we provide Free Shipping across India.  Please contact us for the required amendment and refund request.

Q: Do you ship items worldwide?
A: Yes, we ship the orders worldwide. We have partnered with reputed shipping companies such as DHL / FedEx / UPS / BlueDart etc. to offer our customers the best service..

Q: I should have received my order by now but I haven't. What do I do?
A: If you have the tracking details and name of the courier partner, you may visit the courier partner's site and check for your order. You can also call the courier company with your reference number for clarification.

Q: I am going out of town. Can you expedite delivery of my order?
A: If you require expedited delivery, you can contact us and we will try our best to meet it. However, we cannot guarantee that it can be expedited.

Q: What is billing address?
A: The address where you receive your card / bank statement details is called Billing Address.

Q: What is shipping address?
A: The address where your orders are delivered is called the Shipping Address.

Q: Can Billing Address and Shipping Address be different?
A: Yes, you can give different addresses according to your convenience.

Q: How safe is my order during transit?
A: We operate with all the renowned logistics companies such as DHL, FedEx, UPS, BlueDart etc. The delivery of your items is completely safer and secure.


 

Custom Duty

Q: What do you mean by Custom Duty charges?
A: Custom Duty charges are a tax levied on import of goods by the custom authorities of your respective country to raise revenue. Custom duty is levied on the value of goods or upon the weight, dimensions or some other criteria of the item. These vary from country to country, and even from item to item.

Q: I was not charged a Custom Duty on my previous orders, then why now?
A: We do not have control over these charges and cannot predict where they will occur. Every time when an item crosses an international border from one country to another it is subject to these charges by the importing country rules and regulations. The charges may vary according to the rules of different countries depending on item value, item, quantity, materials, end use or methods used to make the item, discretion and work load of the duty officer etc. If you are in any doubt, you are encouraged to check with your country custom office.

Q: Why do we have to pay Custom Duty charges?
A: Every time when an item crosses an international border from one country to another, it is subject to these charges by the importing country rules and regulations. Charges such as Custom or Import Duties, Local Sales Tax, VAT, Clearance charges are not in our, or any seller's, control, but are determined by your local government.

Q: I have already paid the shipping charges then why am I being asked to pay more?
A: Shipping cost is something which you have paid us to ship the item to you. If the courier delivery person tries to collect shipping charges from you please do not pay and contact us. But VAT/custom taxes and import duties must be paid directly by the buyer to the courier agency. VAT / Import Duties and Custom Taxes are not included in our ordering process, but may be charged to you by your government.

Q: How much Custom Duty will I be charged?
A: There are different rates of duty for different goods imported from certain countries in terms of bilateral or other agreement with such countries which are called preferential rate of duties the duty may be percentage of the value of the goods or at specified rate. The rate of customs duty applicable will be as provided in Customs Act, subject to exemption notifications, if any, applicable.