FAQ – FabriX

FAQ

About ComplexCon 2025 Pre-Order

    1. How to place an order on your website?
      To place an order, browse our products, select your items, choose size and color, add to cart, and proceed to checkout. For online pre-orders, please review the product details and order information carefully. Once the order is placed, no returns or refunds will be provided.
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    2. Are all FabriX items of ComplexCon pre-order items?
      Yes, all FabriX items of ComplexCon are pre-order items and expected to be shipped within 6 – 12 weeks from Hong Kong.
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    3. What is the cut-off date of FabriX items of ComplexCon?
      PRE-ORDER ends on 27 March 2025 (23:59:59) (UTC +8). Customers are advised to complete their orders before this date. Orders made after the cut-off date will not be accepted.
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    4. When will I be notified if a product is restocked or available again if it’s currently out of stock or sold out?
      Stay tuned with the latest updates on the FabriX website for product availability.
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About Order Details

  1. Why can’t I receive the order notifications in my email inbox?
    While placing an order, please check that you have entered a valid email address. Upon order confirmation, FabriX will you an email to acknowledge receipt of your order to your email. You can also check your spam folder for the acknowledge receipt sent by FabriX. If you are unable to locate the email, please contact FabriX customer service at support@fabrix.hk for further assistance.
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  2. What should I do if I notice that I entered incorrect information after placing an order?
    Once the order confirmed, it cannot be altered. If there are any inaccuracies in your order details, please email support@fabrix.hk immediately to contact our customer service team for updating your information.
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  3. After I have placed the order, Can I still change the shipping address?
    No. After you submit your purchase order, you are unable to change the delivery address on your own. If you need to modify your address, please email us at support@fabrix.hk to contact our customer service team for updating your information. However, once our system initiates processing your purchase order, changing the address may not be possible. If the delivery process for your items has begun, you can contact the courier company to try changing the delivery address.
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About Payment

  1. What payments can I use on FabriX website?
    We accept debit cards and major credit cards, including Visa, Mastercard, American Express, JCB and China UnionPay. Apple Pay and Google Pay are also accpeted. Online payments are encrypted and securely processed.
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  2. What currency do you accept?
    Order made at FabriX Online Shop are charged in HKD ONLY. The foreign exchange rate might be adapted at the time of the transaction if you pay by other currency.
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  3. How can I check my order receipts?
    You can check your order receipts in email inbox. If you need further assistance, please email us at support@fabrix.hk to contact our customer service team.
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  4. Are my personal information secure?
    No credit card information are stored on the Website. Such information is encrypted using the Secure Socket Layering (SSL) technology to ensure the security of your transactions. Payments are processed by payment service provider Stripe.
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  5. Why did my credit card payment is denied?
    FabriX relies on a trusted third-party payment processor to verify the validity of your payment information. If your payment is declined, please check the following possible causes:
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    • Incorrect card information (e.g., card number, CVC, and expiry date)
    • Incorrect zip code
    • Expired credit or debit card
    • Card information changed (e.g., a new card issued)
    • Credit limit reached or insufficient funds in your bank account
    • Suspicious purchases detected (mostly occurring in overseas transactions)
    • Please correct the card information and try again
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    If the issue persists, contact your card-issuing bank to find out the reasons for declined transactions. FabriX doesn’t have information about why the payment method was declined.
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About Delivery & Shipment

  1. When will I receive the product once I placed the order?
    All Pre-Order placement will be dispatch in 6-12 weeks. The delivery time depends on your location. Typically, the delivery time for Asia areas is 3 to 7 working days; international areas is 15-20 working days.
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  2. Which location do FabriX ship to?
    Local Shipping (Hong Kong)
    We offer local delivery services.
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    International Shipping
    We offer worldwide shipping services to various destinations, including but not limited to the following regions:
    • Asia: China, Japan, Macau, Malaysia, Philippines, Singapore, Taiwan, Thailand, South Korea, Vietnam
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    • Rest of the World: Austria, Australia, New Zealand, Argentina, Belgium, Brazil, Canada, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United States, United Kingdom.
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    Restrictions: Please note that for certain countries or regions, there may be shipping restrictions or additional fees required. Customers are also responsible for any import duties.During checkout, the system will present available shipping region options. Please ensure that your destination is within our delivery range.
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  3. How much is the delivery fee?
    FabriX offers flat rate shipping for delivery based on below locations:
    • Hong Kong – HKD$30
    • Asia – HKD$150
    • International – HKD$300
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  4. Do you accept Cash on delivery?
    No, we don’t accept cash on delivery.
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  5. What is your designated courier?
    Your package will be delivered via the most suitable and appropriate carrier based on your preferred destination. Order tracking number will be provide when the package is shipped.
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  6. What should I do if I am not present to receive the delivery when the courier arrives?
    The courier will contact you to arrange another day of delivery. If the courier is unable to reach you, your items will be returned to FabriX. Please be aware on the delivery message, or contact the courier to arrange day of delivery. If the shipment is being returned, please please email us at support@fabrix.hk for further assistance. Additional delivery cost might be charged due to delivery rearrangement.
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  7. How do I track the order status?
    You can check your order status through the account page, we will provide regular updates on the progress of  your order. Once you have placed your order, you will receive an email confirming your purchase. This email will contain detailed information about your order. Order tracking number will be provided when the package is shipped.
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About Return & Exchange

  1. Can I request for a refund or exchange?
    As per our policy, we currently do not offer refunds or returns. To ensure that the items you purchase meet your needs, we advise thoroughly reviewing the product details, sizes, and colors before placing an order. If you need further assistance, please email us at support@fabrix.hk to contact our customer service team.
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  2. Can I exchange or request a refund if the product is defective?
    所有產品將通過檢測合格後出貨，售出後恕不退換可以。If you need further assistance, please email us at support@fabrix.hk to contact our customer service team. We will get back go you in 2 – 3 working days.
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Others

  1. How do I edit my account details?
    After logging into your account with your email address and password on the “LOGIN / SIGN UP” page, you can make changes to your email address and password under the “Account Details” section.
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  2. How to find my size?
    You may find the size chart on the product page or the size chart page. These size charts list the specific measurements corresponding to various sizes.

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If you need further assistance, please email us at support@fabrix.hk to contact our customer service team. We will get back go you in 2 – 3 working days.