Help Centre
How can we help?
Find clear guidance for buying and selling on Fashuki. For an active order, sign in and open the order first so we can see the correct details.
Getting started
Create an account
Select Register, enter accurate details, confirm your contact information, create a strong password, and accept the current Terms and Privacy Policy. You must be 18 or over.
Choose your account use
A buyer account lets you shop, message through the platform, manage orders, and save items. To sell, complete the seller application and verification. See Sell on Fashuki.
Keep your account secure
Use a unique password, never share a one time code, and check that messages and payment pages are on fashuki.com. Contact hello@fashuki.com if you notice unfamiliar activity.
Buying
Before you buy
Read the full description, inspect every image, check measurements and condition, review seller type and ratings, understand delivery and return terms, and ask questions through Fashuki.
Making payment
Pay only through Fashuki. Checkout shows the item price and every applicable delivery, tax, and platform charge before confirmation.
After delivery
Inspect the item promptly. If it is not delivered, damaged, counterfeit, incomplete, or materially not as described, report the issue through the order within [INSERT REPORTING WINDOW].
Selling
Who can sell
Adults with a verified account may apply. Business Sellers must provide valid business information and meet additional consumer and invoice duties.
Create a listing
Use original photographs and complete every field. State the real condition and every defect. List only authentic, approved fashion items you own or may sell.
After a sale
Wait for payment confirmation, pack securely, ship on time using the approved method, upload tracking, and keep evidence until the order and payout are complete.
Shipping
Tracking an order
Open My Account, Orders, then select the order. The page shows the latest status and tracking when available.
Order is late
Check tracking and delivery messages. If the estimate has passed or tracking is inactive, open the order and contact support.
Order says delivered but is missing
Check the address, household, reception, safe place, and carrier. Then report the issue through the order promptly.
Returns and refunds
Report a problem
Open the order, select Report an issue, choose the reason, explain clearly, and upload photographs or other evidence. Keep the item and packaging.
Return an item
Wait for approval and return instructions. Use trackable delivery, return the correct item in the received condition, and upload tracking.
Refund timing
Once approved, the payment provider sends the refund to the original method where possible. Your bank controls the final posting time.
Payments and withdrawals
Payment failed
Check the entered details, available funds, issuer approval, and billing information. Do not repeat the payment many times. Contact your issuer or Fashuki support if the problem continues.
Seller balance
The balance is an accounting record of orders, fees, refunds, holds, and eligible proceeds. It is not a bank account or investment.
Withdraw proceeds
Complete verification, add an approved payout method in your name, and request a withdrawal once the minimum and eligibility rules are met.
Account and login
Forgot password
Select Forgot password on the sign in page and use the secure link sent to your registered email. Do not share the link or security code.
Change account information
Open Account settings to update permitted details. Some identity, business, or payout changes require fresh verification.
Close an account
Complete active orders, returns, disputes, chargebacks, and withdrawals, then request closure in Account settings or at hello@fashuki.com. Some records remain where law requires.
Safety and reporting
Report a listing
Select Report listing and choose the most accurate reason. Add details and evidence. Do not contact the seller to threaten or investigate them.
Suspected counterfeit
Do not buy or resell the item. Report the listing with the URL and reasons. If you already purchased it, report through the order and keep all evidence.
Phishing or off platform payment
Do not click suspicious links or pay outside Fashuki. Capture the message, report the user, change your password if needed, and contact hello@fashuki.com.
Still need help? Sign in and contact us through the relevant order or listing. You can also email hello@fashuki.com. Include your reference number, but never send your password, full card number, or one time code.