Frequently Asked Questions

Option 1 – Order online

1)      Log in to our B2B website.
2)      From the menu, click Shop and select your products.
3)      Proceed to the cart, then checkout to submit your order.
4)      You’ll receive a confirmation email once your order has been processed.

Option 2 – Order by form

1)      Download the order form from the Resources section of our B2B website.
2)      Email the completed form to sales@soxnlox.com.au.

Please order a minimum of 1 dozen for each item. Kindly note that a freight fee will apply. To help minimise freight costs, we recommend speaking with one of our consultants.

Please contact our customer support team at sales@soxnlox.com.au for pricing information.

You can easily track your order online!

1)      Log in to your account.
2)      Click My Account (under your account name).
3)      Select Sales Orders.

Find and click your order — your tracking number will be displayed there.

If a product is not in your allocated Sales Range, submit a Special Request during checkout by entering the product SKU and dozen quantity. 
For further help, contact our consultant via chatbot or email.

On average, a carton holds approximately 18–19 dozen socks, depending on the item type and size.

Yes! You can order spare parts such as hooks or metal pegs. Simply include your request in the Step 2. Special Request section when placing your order.

If you receive an incorrect or damaged item, please contact us at info@fashionova.com.au for assistance. We'll work with you to resolve the issue as quickly as possible.

While we do our best to ensure every item is included in your order, if something is missing, please contact our customer support team at info@fashionova.com.au. We’ll work quickly to resolve the issue for you.

Shipping costs vary depending on distance and the number of boxes, as our company is located in New South Wales. For an accurate shipping cost, please contact our customer support team at info@fashionova.com.au.

All invoices are due and payable by the end of the following month Payment is required by the due date listed on the invoice. Please note that, in some cases, the payment term for your first order may differ from our regular terms.

Please contact our customer support team at info@fashionova.com.au for more details on applying a credit note to your order.

To open account, please contact our customer support team at info@fashionova.com.au.

To close your account, please contact our customer support team at info@fashionova.com.au. Please ensure any outstanding payments are cleared before the account can be closed.

Yes. You can reopen your account for the same store. However, if you are opening a new store at a different address, you will need to create a new account.

To change the ownership of your account, please contact our customer support team at info@fashionova.com.au to submit a credit application.

To request an exchange, please contact our customer support team at info@fashionova.com.au with your order number, the item you wish to exchange, and the details of the replacement item you would like to receive. Items must be in their original condition and packaging.

Once we receive your request, we will investigate the matter and process your exchange accordingly.

To request a refund, please contact our customer support team at info@fashionova.com.au with your order number and the reason for the return. You will receive instructions on how to return the item and when to expect your refund.

*Please Note: We do not accept returns for credit without prior authorisation.

In most cases, customers are responsible for return shipping costs. However, if the return is due to damage or incorrect item, we will cover the return shipping expenses. Please check with our support team for specific details.

If you receive a damaged or defective item, please contact our customer support team at info@fashionova.com.au with your order number and photos of the damage within 7 days of delivery. We will arrange for a replacement or refund based on your preference.

Yes. You can return a display stand if you close your account or for other reasons. To initiate a return, please contact our customer support team at info@fashionova.com.au with your order number and details about the stand. We will provide you with the necessary return instructions and a shipping label if applicable.