Frequently Asked Questions

When are you open?
FBO is open every day. Trading hours differ slightly from outlet to outlet. Remember you can shop online 24/7

Do you offer online shopping/delivery?
Yes we do you can shop 24/7 and we deliver throughout South Africa. Visit www.fbo.co.za

Can you send us pictures of stock?
We stock thousands of different items and have an extremely high turnover of stock, for this reason, photos used for advertising and marketing are only a small selection of items available. New garments are uploaded daily to our online shop, so please visit www.fbo.co.za to see samples of what we offer.

What is the price of this item and do you have stock in store?
It is just about impossible to know which outlet has stock of which item at any point in times because there are so many different garments. You can always try calling the store manager and they will assist if possible, but its always best to pop in and see what you can find on our many rails of fabulous fashion.

What brands do you stock?
This is a sample list of what we stock, however, they may not be in stock all the time depending on the seasonal availability and what sells quickest . And when the next container arrives. Calvin Klein, Mango, Vero Moda, Playtex, Boohoo, Street One, Adidas, S. Oliver, Bershka, Miss Sixty, Zalando, G-Star Raw, Replay, Only, Tom Tailor, Super Dry, Lee, New look, Steve Madden, Tom Tailor, Pimkie, Moodo and many, many more.

Are your brands original, and legal?
Yes, our items are all original international brands. We purchase them from overstocked suppliers in Europe and bring them to our fbo outlets as parallel imports.

Can I Lay-by?
Yes, we do offer a lay-buy service in all fbo outlets. Not available online yet but coming soon.

Can I exchange an item?
Yes, you are welcome to exchange an item within 10 days and as long as you have your slip and the garment is in good order with the original tags still on.

Can I see your catalogue?
We don’t have a catalogue but you are welcome to visit our website to see a sample of what we have in-store and available online to purchase immediately.

ONLINE FAQ'S

HOW DOES PAYMENT WORK?
It’s pretty simple. You can pay using either your debit or credit card, instant eft & Zapper. Currently we don't offer lay-by online.
All payments are done securely through PayFast - www.payfast.co.za

IS MY PERSONAL INFO SAFE?
Absolutely! We pinky promise that we will take all reasonable steps to protect the personal information of our customers. Just sure we're all on the same page, "personal information" shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded here.

I AM BATTLING TO ORDER VIA THE WEBSITE, WHAT DO I DO?
Oh dear! You can email orders@fboonline.co.za or WhatsApp +27 84 413 0926 with the style code and size you wish to order and we will send you out an invoice. Remember to include your physical address for delivery and contact number. We will only dispatch your order once payment has been received or you can collect your order at your nearest fbo brand outlet of your choice. However you are welcome to call our Customer Service team and ask for assistance with your online order +27 84 413 0926 during office hours only.

WHAT IS THE DELIVERY PROCESS AND COST?
FBO ONLINE deliver door-to-door in South Africa or fbo outlet delivery & collection. Delivery fee is a flat rate of R99.00 in Gauteng for anything under R1000.00. Gauteng orders fbo online will deliver your order within 3-5 working days depending on where you live. Other provinces delivery fee is R128 for anything under R1000.
Please remember to enter a physical address with area code and NOT a postal address.
For any other delivery queries, see our Delivery Policy here.
Delivery on sale items take 5-10 working days.

DID MY PURCHASE DEFINITELY GO THROUGH?
It’s more than likely that your purchase WAS successful …. but please make sure you went through the following processes to be sure:

• Did you receive an email confirming your order?
• Were you taken to a Thank You page on completion of your purchase?

If you did not go through the processes above then your order did not go through. Please give it another try!

CAN I CHANGE OR EDIT MY ORDER?
Darling, anything for you but you better move quickly in notifying us of any changes. Our Ops team are on the ball in getting your order sent out to you ASAP so changes will only be possible if your order hasn’t been dispatched.

CAN I CANCEL MY ORDER?
Once placed, orders cannot be cancelled. You would need to follow the return procedure to redeem a refund.

CAN I RETURN MY ORDER?
Well.. we highly doubt you’ll want to return your awesome garment but Yes, you have 10 days in which to return any product you are not satisfied with to obtain a full purchase price credit. Click here to view our Returns/Exchange Policy.
THERE ARE NO EXCHANGES OR RETURNS ON SALE ITEMS. If you would like to go ahead with your return, please email returns@fboonline.co.za with your order number, photos (if necessary) and any additional information regarding your return/exchange.

CAN I EXCHANGE MY ORDER?
Yes, you have 10 days in which to return any product you are not satisfied with to obtain a full purchase price credit or product exchange. Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Click here to view our Returns/Exchange Policy. THERE ARE NO EXCHANGES OR RETURNS ON SALE ITEMS. If you would like to go ahead with your return, please email returns@fboonline.co.za with your order number, photos (if necessary) and any additional information regarding your return/exchange. Please note that all exchanges or returns can be done with a return collection or be made at one of our fbo brand outlets fbo stores, with original receipt and tags!

I NO LONGER WANT TO RECEIVE THE NEWSLETTER. WHAT DO I DO?
Girl, our newsletters will keep you in the loop with latest styles, new ranges and will let you know ahead of time, of discount codes and sales. But if you don’t want to get it anymore, then please click on the unsubscribe link at the bottom of the last newsletter you received. You will be taken to a page where you can confirm that you wish to unsubscribe.

HOW DO I USE MY GIFT CARD OR VOUCHER?
Voucher codes can be entered as part of the checkout process. Enter your code into the “ Gift Card” field and click the “Redeem” button.

WHY ISN’T MY COUPON CODE WORKING?
First things first, check that the account you are logged into is the same account that the gift card or voucher was sent to.
Please also note the following:

• Coupon codes are not valid in conjunction with sale items.
• You may only apply one coupon code per checkout.

HOW DO I ENSURE I ORDER THE RIGHT SIZE?
Click on the shopping chat and chat to us, but during working hours only!

PRODUCT SOLD-OUT – WILL YOU GET MORE STOCK?
Probably not. All our styles are limited. So, buy quickly before you miss out.

I'VE RECEIVED A FAULTY ITEM, WHAT SHOULD I DO?
We want to sort out any issues with faulty items straightaway.
As soon as you discover a fault, please email returns@fboonline.co.za with the following details:

• The order number / invoice number
• The fault in question
• Photographs of the faulty shoes or items before you wear them!

I'VE RECEIVED AN INCORRECT ITEM, WHAT SHOULD I DO?
Shucks! Our bad!! We want to sort out any issues with incorrect items straight away. If one of the items you received isn't what you ordered, please email us on orders@fboonline.co.za with your order number / invoice number, incorrect product received and/or product missing.

WHAT ARE YOUR HOURS OF OPERATION?
How’s this!! Our website never closes – you are free to purchase 24 hours a day, 365 days a year.
Our Customer Service team are available telephonically at the following times:

• MONDAY-FRIDAY: 9:00am-16:00pm
• SATURDAY & SUNDAY: Closed
• PUBLIC HOLIDAYS: Closed
• EMAILS QUERIES: Email at anytime, wherever you are – We will ALWAYS get back to you during office hours, as soon as we can.