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FAQs

What if I encounter any errors while browsing or at checkout?

Our site is most compatible with Firefox 5 or Google Chrome 12.  If you encounter any errors while browsing or with checkout and did not receive an order confirmation email from us, then we have not received your order and the payment has not been processed. Please email us at: service@frontrowshop.com with specific details or a screen shot pertaining to the error so that we may better help you.

Can I change my order (size ,color,address)?

We can help you change your order if it has not yet been processed and shipped out. Please email us at: service@frontrowshop.com for help before shipment.

It's been two weeks and I still haven't received my order; where is it?

Usually parcels that take longer than the estimated delivery time to arrive are being held by your country’s customs office. Airmail/First Class mail cannot be tracked during transit. If you still have not received your item after 30 days, please email us at: service@frontrowshop.com

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders online.

By registering, will I automatically receive marketing emails from you or will you pass my details to any other companies?

No, unless you sign up to our newsletter. If you do sign up, you can ask to be taken off our mailing list at any time and we won’t pass your details to others .

What do I do if I have forgotten my password or my password does not work?

If you have forgotten your password, we can reset it for you. Please click here https://www.frontrowshop.com/customer/forgot_password or send email to service@frontrowshop.com, so that we can reset your password.

How secure is your website?

We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

What do I do if there is a problem with my order or delivery ?

Please directly contact us via email. Send an email to service@frontrowshop.com

Can I cancel my order or cancel an item from my order?

Yes,but only before the order been shipped .

Can I add an item to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else you want to buy.If the order didn’t shipped ,we can ship the 2 orders together .

Why has my card been declined?

Your bank will be able to let you know why your card has been declined.

What is your exchange rate for overseas orders?

We charge you for your order in US dollars. Your card provider will apply the exchange rate when your card is charged.

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?

Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item, they found that there was no stock available. Although this does not happen often, when it does, we have to cancel the item from the order and obviously we do not charge you for the item.

Can I use more than one discount offer on my order?

Our promotions cannot be used in conjunction with any other offer.

Why doesn’t my promotional code work?

Please check that the code/link you are using is still valid and not out of date. For further assistance, please email us directly.

Can I check for myself how my order is progressing?

Yes, you can check exactly how your order is processed through our system by simply logging in to your account.

What countries do you ship to?

We ship worldwide from Shanghai. Please see our Delivery page for more information.

What kind of payments do you accept?

Paypal and Globebill.

Will I be charged customs duties/import VAT?

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers)

We has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

I purchased a dress for full price two weeks ago and it's on sale now for 50% off; can I get a refund of the difference?

Sorry, we don’t offer any return, refund and exchange for sale items.

Do you deliver to BFPO or PO BOX address?

Unfortunately, we do not deliver to any PO Box or PO BOX addresses at this time.