FAQ

PRODUCT INFORMATION

How do I know if a product is available and how long it will take to be delivered?

The website provides information on items’ availability and estimated time of shipment directly on the product page.

What should I do if an item I want is unavailable?

For inquiries on items that are unavailable online, please fill in the online request form for specific item or contact us at +86.21.625.63592 (English line). Our online Client Assistants are available Monday through Friday, between 9 AM and 6 PM (China Standard Time) or via e-mail at dong@by-fang.com.

What is customisation and how do I personalise my item?

Customisation is also available for a limited selection of products on byfang.com. If the service is active for special request, a “Customisation Request” will appear in the product page. Upon receiving the request form, a by FANG advisor will get back to you with more details and a quotation as soon as possible.

Alternatively if you wish to make a request by phone or by email, please feel free to contact us.

How do I know my by FANG size?

Please visit our size guide from the link on the product pages for sizing information.

SHIPPING AND DELIVERY

Which shipping options are available and what are the logistic costs?

The shipping options may vary depending on the delivery address, time of your purchase and item availability.

All mainland China orders will be preferably shipped via SF express.
UPS, FEDEX and DHL are preferably used for overseas shipments.

Logistic costs (handling, packaging, shipping) associated to your order are calculated according to order geography as listed in Shipping Information on product pages.

You will receive an email containing your Tracking Number once your package has been shipped from our Shanghai distribution center. Please note that Customs regulations in specific areas may change with short notice or without notice and impact shipments beyond our direct control. Nonetheless we are fully committed and responsible to ship our products securely to you. Ownership is only considered once the order is safely received on the Client side.

Please kindly note that Shipping Information filled in at order check-out (address, contacts…) are critically important to secure an efficient and timely shipment process. Any inaccurate or misspelled information may be of nature to delay delivery.

Please refer to our standard delivery lead-time by geography as indicated in Shipping Information on product pages and additional information mentioned in Key Information on product pages. by FANG cannot be held responsible for unanticipated delivery delays beyond its control. Please kindly bear in mind that deliveries are only possible on working days.

How can I track my order?

You shall receive an automatic order confirmation email once your order is paid and completed. The by FANG team may contact you if necessary for specific details (sizing, shipping…) or to inform about any unexpected delays. You will then receive an email containing your Tracking Number once your package has been shipped and our team will provide all support to ensure it arrives safely to its destination.

AFTER-SALES

What is your Returns and Exchanges Policy?

Returns and Exchanges
We hope you will love everything you order from us. If, in an unlikely event, your order is received in unsatisfactory quality, by providing identifiable reasons, you may exercise your right to return purchased products within seven (7) days of the date on which you received them from www. byfang.com.
Items may be exchanged within seven (7) days of the date the package was delivered to you, using a trackable courier. However, you will be responsible for the return postage incurred.

Returns
All items must be returned in its original condition – clean, unworn and unwashed and accompanied by the original invoice, original packaging and all by FANG garment tags intact and attached to the item. Customized products cannot be returned. Returns that do not meet our policy will not be accepted and sent back to the customer.
Returned items must be shipped back to the Vendor within seven (7) days of the date the package was delivered to you. The products may be returned by dispatching the package through a trackable shipping agent of your choice.
We’ll give you a full refund by the same method you used to pay, and we ask that items are returned clean, unworn and have all their tags on.

Faulty goods
If your item is faulty when you receive it, by providing identifiable reasons, you may exercise your right to return purchased products within seven (7) days of the date on which you received them from www.byfang.com. We will be responsible for the return postage. If you have owned your item for longer than this, then please contact Client Service, one of our Advisor will be pleased to assist you.
Goods are classified as faulty if they are not of satisfactory quality i.e broken fabrics, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.

Return Process and Refund
Please send your return request to dong@by-fang.com. The refund will be made via the same payment method used to make the purchase.

Can I return a personalized item?

Withdrawals, cancellations, exchanges or returns are not accepted for orders of customized items.

How do I get in touch with you following a purchase?

We will be happy to assist you with any after-sales inquiries. Contact us for more information.

What is by FANG’s commitment to sustainability?

by FANG has strict principles with regards to environment protection, wastage avoidance and sustainability more so as we engage into e-boutique activity. Our commitment is to craft strong and reliable products. Meanwhile we value a responsible and fair conduct of business thus anticipating any return request from our e-boutique clients to be supported by reasonable and factual elements.

How do I take care of my items?

by FANG selects fine materials to craft our garment. Take care of your by FANG garment by following the care instructions featured on the garment composition label and by choosing premium dry-cleaners.

Here is some additional specific advice for by FANG products:

Silk
The silk used in by FANG collections is of natural fiber with a very characteristic feel and sheen. We recommend premium dry cleaning only, and when ironing, always place a cloth over it.

Garments with decorative detailing
We recommend removing any detachable detailing from the garment before washing it, whenever possible or contact us for advice when necessary.

CONTACT US

Phone

Our team of English-speaking Client Service Advisors will be pleased to assist you from Monday to Friday 9AM to 6PM (China Standard Time, UTC+8) ,
at the following number: +86.21.625.63592

Email

The by FANG Client Service is open from Monday to Friday. 9AM to 6PM.
You can email us at dong@by-fang.com

A by FANG advisor will respond to you within 48 hours.