Help Center

How do I place an order?

Browse products, add items to your cart, then proceed to checkout. You will need to be logged in with your email OTP to complete a purchase. At checkout you can select a delivery address, apply a coupon, and review your order before paying.

Can I cancel my order?

Yes. You can cancel an order within 24 hours of placing it, provided it has not yet been shipped. Go to My Orders, open the order, and click "Cancel Order". A full refund will be credited to your Fashion Dora wallet.

How do I track my order?

Go to My Orders in your account. Each order shows its current status: Payment Confirmed → Processing → Shipped → Delivered. If the vendor has provided a tracking number it will appear on the order details page.

My order contains items from multiple vendors — will they arrive together?

No. Each vendor ships independently, so you may receive separate packages at different times. Shipping costs for each vendor are shown separately at checkout.

What payment methods are accepted?

We accept Visa and Mastercard via PayHere, Sri Lanka's secure payment gateway. Your card details are entered directly on PayHere's encrypted page — Fashion Dora never sees or stores your card number.

Is my payment secure?

Yes. All payments are processed through PayHere with SSL encryption. Fashion Dora uses an escrow model — your money is held safely until you confirm delivery of your order.

When does the vendor receive my payment?

Vendor funds are only released after you confirm delivery. This protects you as a buyer. If you never confirm delivery, funds remain held and you can raise a dispute.

I was charged but my order shows Payment Failed. What should I do?

This can happen if the payment gateway timed out. Please wait a few minutes and check your order status again. If your bank was charged but the order remains in a failed state, contact us at support@fashiondora.lk with your order number.

How long does delivery take?

Estimated delivery times: Colombo & suburbs 1–3 business days, other major cities 2–5 business days, outstation/rural areas 3–7 business days. These are estimates and may vary by vendor and carrier.

How much does shipping cost?

Shipping costs are set by each vendor and shown clearly at checkout before you confirm your order. Some vendors offer free shipping above a minimum order amount.

Can I change my delivery address after ordering?

Address changes after order placement cannot be guaranteed. Contact the vendor via the order chat as soon as possible. For future orders, ensure your address is correct before confirming.

Can I return an item?

Yes, within 24 hours of confirming delivery. Go to My Orders, open the order, and click "Request Return". See our Returns & Exchanges Policy for eligible reasons and non-returnable items.

How are refunds processed?

Approved refunds are credited to your Fashion Dora wallet. Wallet funds can be used for future purchases on the platform. Refunds back to your original card are not currently supported.

Who pays for return shipping?

Return shipping is paid by the customer unless the return is due to a vendor error (wrong item, damaged on arrival). In that case the vendor is responsible for return shipping costs.

How do I log in?

Fashion Dora uses passwordless login for customers. Enter your email address and we will send you a one-time PIN (OTP) via email. Enter the PIN to log in — no password needed.

How do I manage my delivery addresses?

Go to your account and open the Address section. You can add, edit, or remove addresses. You can also set a default address that will be pre-selected at checkout.

How do I view my wallet balance?

After logging in, go to your account to see your wallet balance. Your wallet shows your available balance (ready to use at checkout) and any pending refunds.

What if I have a problem with my order?

First, try contacting the vendor using the chat on your order details page. If the issue is not resolved, you can open a formal dispute within 7 days of confirming delivery. Go to My Orders → Order Details → Open Dispute.

How long does a dispute take to resolve?

Our admin team aims to review and resolve disputes as quickly as possible. You will receive a notification when a decision is made. You can add comments and evidence to your dispute at any time while it is open.