HELP CENTER

PAYMENTS

We accept the following forms of payment:

  • Visa
  • Mastercard
  • Discover
  • American Express
  • Zip
  • Afterpay
  • Fashion Nova gift cards
  • PayPal
  • Amazon Pay
  • Apple Pay
  • Google Pay

If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.

Regrettably, xofromsoho does not have details as to why this happened and suggest you reach out directly to your financial institution for any details regarding your declined payment.

If you did not make a purchase from us and/or don't recognize a charge from xofromsoho we will need you contact us immediately so that we can look into this matter and get it resolved!

Please use the chat option below and provide the following information:

  1. Your email address
  2. Your full name
  3. Date of transaction/order placed
  4. Last 4 digits of credit card used to make this transaction
  5. Total amount charged

Discount codes are sales specific codes that can apply to your order when you are checking out. If there is a site-wide sale, applying discount codes may not be allowed unless otherwise indicated.

We cannot change or add a discount code after the order has been placed.

Only ONE discount code can be applied per order and can not be changed after the order has been placed.

TIP: If the discount code applies to specific items in your order, you may want to consider applying that discount code to that order and place a second order to utilize a different discount code, but any applicable shipping fees will apply if opting to do this.

Discount codes are only available for a limited time. If the discount code is no longer available our system will not allow you to add it to your order.Discount codes may also not apply if the items in your cart do not match the criteria of the discount code.

All the discount codes available to customers are found on our website. Customer Service does not have any discount codes that they can give to customers.

SHIPPING

To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.

We will ship to PO Boxes via USPS. However, expedited shipping is not available to a PO Box. Orders shipping to APO’s, and US Territories may experience delays. Other carrier options are available, and we reserve the right to change carriers at any time.

Track your order

Please note that orders to US destinations may take 1-10 business days from the date that it is shipped out, not necessarily from the date that it is placed, depending on the shipping method selected and final destination of the order.

When your order has been shipped, you will receive an email with tracking information.

For U.S. Domestic & International orders, we will use USPS or UPS to ship to most locations. Alternative carriers may be selected at our sole discretion to meet shipping requirements.

Your final shipping cost is displayed at the point of checkout.

All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfillment center by the applicable carrier. Depending on a number of factors, standard domestic orders may take up to 3  business days (excluding Saturdays, Sundays, and Holidays) to process.

After your payment is authorized and verified, Standard orders can still take up to 4 to 10 business days.

Shipping fees are non-refundable. If you refuse any shipments from fashionnova.com, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.

We will ship to PO Boxes via USPS. However, expedited shipping is not available to a PO Box.

If your package is lost or missing, you must contact us within 30 days of the delivery date to be eligible for a store credit or reship. Fashion Nova does not guarantee responsibility for packages that have been reported as “Delivered” by the carrier and will review on a case by case basis.

We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).

xofromsoho does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.

While we will make every effort to accommodate your shipping and billing preferences, in order to protect our #NovaBabes, Fashion Nova reserves the right to require customers to use a “common” shipping and billing address in the event we are unable to process an order or verify a shipping address provided.

Additionally, Fashion Nova reserves the right to solely define and limit, refuse, and/or cancel orders from customers at any time due to:

  • An irregular or excessive returns history indicative of “wardrobing;”
  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
  • Potential fraudulent or criminal activity.

Similarly, xofromsoho reserves the right to limit, refuse, and/or reject returns (both in-store and online) to any customer or entity, due to similar actions as noted above.

RETURNS

If you are interested in starting the process for a refund follow this link. You will recieve store credit or an option to exchange your item for another item. Request a refund

We do not provide cash refunds. We will accept exchanges within 30 days of the original purchase date with a valid receipt and all tags attached. We will accept returns for store credit only within 30 days of the original purchase date with a valid receipt and all tags attached. Follow this link to start the process of your return.

Yes! We do offer exchanges for the same item in a different color or size as needed when request a return, by clicking here

Yes! xofromsoho offers return shipping labels for US customers. Using return shipping labels is the recommended way to return your item to us, as you will be able to track your return and receive your credit much more quickly than if you were to send your return back yourself.

Return shipping labels can be purchased for the price of the shipping label that is calculated at the time of refund. Returned item amount is added as store credit to your account, that can be used on your next purchase. Return shipping labels can be purchased and all returns can be submitted in our Returns Portal.

  • Items must be unworn, unwashed, and have original tags attached and returned in their original packaging.
  • We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
  • All returns must include an order packing slip or return invoice from Online Return Portal that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing.
  • Damaged, defective, or incorrect items must be reported within 7 days of delivery.
  • Return drop-offs are not accepted at this time.
  • We reserve the right to delay a refund until items are actually received based on credible concerns surrounding potential fraud.

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

  • An irregular or excessive returns history indicative of "wardrobing;"
  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
  • Potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.

Non-xofromsoho items sent to our Distribution Center will be discarded upon receipt.

Check gift card balance

Want to purchase a gift card? You can purchase a gift card in convenient denominations that will be the perfect gift!

No promotional discounts, coupons, or offers may be applied to purchase a Fashion Nova gift card. Gift Card funds are not transferable to an unauthorized third party or vendor. Gift cards are not transferable between our retail locations and online stores. We are unable to change the value of the gift card, once it has been purchased. We can not add or remove a gift card from an order after the order has been placed.

Purchase gift card

Already have a gift card? You can check the balance and status of your gift card on our Check Gift Card Balance page

No, Gift Cards have no expiration date.

xofromsoho may issue a non-purchasable special promotional e-card. These cards will have an expiration date. In this case, you will be made aware of this expiration date upon issuance.

Gift cards are final sale items and thus cannot be returned for refund or exchanged unless required by law.

If you forgot to apply your gift card to your online order, regrettably, we would not be able to apply the unused gift card to your order once it has been placed.

You must safeguard your gift card for your own protection. It is within xofromsoho discretion that we may replace a gift card for the remaining balance at the time that a card is reported as damaged, lost, or stolen -- so long as we are provided with the original proof of purchase.

MY ACCOUNT

If you need to edit your personal account information, please follow this link to log into your account.

In order to check how many loyalty reward points you have, you need to be logged in. If you are not logged in, Click here to log in. Once logged in click xo reards navigation menu located on upper left corner on mobile devices. Upper center on desktop devices. I window apears and it will show you your points and current rewards you have earned.

To view any credits you may have on your account, please log into your account here. Once logged in you will see on your account dashboard page will show you what your balance is if any. Also thier will be a notifcation button above the chat box lower right corner.

To manage or cancel membership club, click on the membership button from main menu option. It will take you to log in page if not already logged in. Once logged in then you will see button to manage membership. You can edit any information or cancel membership from that page.

ORDERS

We know you want your order fast so as soon as it is placed, we are on it! 

Regrettably, this means that we cannot cancel or make changes to your order including, but not limited to:

  • Canceling your order or specific items
  • Changing your billing or shipping address
  • Changing payment method
  • Changing shipping method
  • Changing color/size of items(s)
  • Addition or removal of item(s)
  • Changing or adding a discount code
  • Addition or removal of a gift card

For whatever reason if you would no longer wish to keep your order, you are able to return your order after it has been delivered.

In case of a return, please click on the button below to review our return policy and make a return.