FAQ

 

Popular Queries

 

  • When will I receive my order?

Once your order is confirmed, it is processed and dispatched from our warehouse. Once dispatched, it should reach the delivery address within 7-11 business days, or as against the time listed for each product respectively. During the time of promotions or Sale, the expected time of delivery may vary by two to three business days due to heavy demand.

  • What if I am not at home when my order arrives?

Once our delivery partner receives your order, they will dispatch it directly to your address. If you are unavailable when they arrive, you will be contacted for a re-attempt. If you’re still unavailable, your order will be returned to us. Call us on 1800 266 2255 (Available all days of the week, 09:00AM to 10:00PM) for more information.

  • Will I be charged for delivery?

Free Delivery is applicable on orders above Rs. 1,299. If your order is Rs. 1,299 or lesser, we shall levy a delivery charge of Rs 49 which will be displayed on your screen during the checkout process.

 

  • How do I track my order using My Account?

Follow these simple steps to know your order status:

1. Sign in to your fbbonline.in account.

2. For Mobile, tap on the My Account icon at the top of the page to navigate to ‘My Account’ page and select ‘My Orders’. For other devices, click on the My Account icon to see the drop-down menu and select ‘My Orders’

3. On the ‘My Orders’ page, information on your current and past orders can be found. Each item in an order is provided with a status to help you track it.

  • Can I change my delivery address after I've placed my order?

We're sorry, but we won't be able to change your delivery address after your order has been placed. You'll need to cancel your order by calling us on 1800 266 2255 (Available all days of the week, 09:00AM to 10:00PM) and then place a new order with the corrected address.

  • Are the prices on your website different from the prices in-store?

On most occasions our in store and online prices are the same. However, the prices may vary sometimes depending on the exclusive in store or online promotions being run.

  • What is your policy on returns?

Our return policy is quite flexible. You can return the purchased products within 30 days of delivery by raising a return request at 1800 266 2255 or by issuing Reverse Pick-Up from www.fbbonline.in my orders page. Please make sure you return your items in their original packaging and included all the tags, accessories, promotional gifts and warranty cards that came with your order.

However, the return policy does not include a few products like:

- Lingerie, undergarments, socks, sunglasses and fashion jewellery

For details please see Returns & Exchange under our Terms & Conditions.

  • How do I return my order?

You may opt for either pickup, self-ship or return in store while requesting for a return. Steps for the three options are listed below.

If opting for pickup, please follow the steps below to return product(s):

1. Visit www.fbbonline.in and login to your account and go to my orders page to request a return and opt for reverse pickup. You can also call our Customer Support team at 1800 266 2255 to request a return and opt for pickup.

2. Within 2 business days of payment, you’ll receive pickup confirmation and details on your registered email address. Please ensure the item(s) to be returned are placed in the original packaging and all tags, accessories and parts are included

3. Our logistics partner will reach out to you, within a maximum of 7 business days, for the pickup

If opting for self-ship, please follow the steps below to return product(s):

1. Call our Customer Support team at 1800 266 2255 to request a return and opt for self-ship.

2. Place the item(s) to be returned in the original packaging and make sure that all tags, accessories and parts are included.

3. Secure the package and address it to:

Mr. Sandeep Jat

RDC Nagpur OLCP BB Direct,

A Division of Future Value Retail Ltd.

Building no.2, OCLP, Khasara no.80/81/82

Shivmadka,village Gumgaon,Tahsil - Hingna

Nagpur – 440018

NOTE : Please use only fedex, Bluedart, Delhivery, Gati or Xpressbees for return shipments

4. Scan and share the receipt at care@fbbonline.in along with order number and reason for return.

If opting for return in store, please follow the steps below to return product(s):

1. You have to sign in your account & navigate to My Orders page under My Account.

2. Select the product to be returned by clicking on Return in Store next to the product to be returned.

3. Select a store from the available list & submit your request.

4. Visit the selected store in the specified duration & hand over product at the Return in Store desk.

For details please see Returns & Exchange under our Terms & Conditions.

 

 

Placing an Order

 

  • How do I order products from fbbonline.in?

It’s a walk in the park!

  1. Find the items you want to buy by searching for them or by browsing our departments.

  2. Add these items to your shopping bag with the 'Add to Bag' button.

  3. Click on the mini-bag on the top right of the screen and hit the 'View Bag' button.

  4. Click on ‘Proceed to Checkout’ after viewing Your Bag

  5. Sign In to your account, if not signed in yet.

  6. Enter your shipping information and click the ‘Proceed to Review Order’ button.

  7. Review your order and click the 'Proceed to Payment’ button.

  8. Enter your payment information and click the 'Complete Payment' button.

That’s it! You’re all done.

If you need any help along the way, give us a call on 1800 266 2255 (Available all days of the week, 09:00AM to 10:00PM) so we can talk you through it.

  • Can I place an order without opening an account?

To place an order one has to create an account with fbbonline by doing a signup on the portal or just by choosing to sign up with Facebook or Google+ account. Don’t worry, your information is safe as we do not share it with third parties.

  • Can I place an order for a product that's out of stock?

We not only regularly update our product range with the new items but also bring back items which are bestselling and classic. Hence if you like a product which is out of stock, you could save it your ‘Save for Later’ list and check there when it gets back in stock.

  • How can I place an order using Future Pay Wallet?

If the balance in your Future Pay Wallet is greater than the order amount,you can use your entire Future Pay amount for payment on www.fbbonline.in

If the balance in your Future Pay Wallet is less than the order amount:

  • You can add funds in your wallet by logging into your Future Pay mobile app and then use the wallet amount for payment on www.fbbonline.in. OR,
  • You can partially pay the amount by using all the funds in your Future Pay Wallet and pay the remainder by other methods.

  • If I partially pay by Future Pay Wallet and any other method, how will I get my refunds in case of returns or Cancellations?

Once we receive the returned item at our warehouse or store and perform a quality check, the refund will be initiated which takes two business days. Once the refund has been initiated, the entire amount will be refunded to your Future Pay Wallet within 1 working day

 

 

Shipping & Order Status

 

  • When will I receive my order?

Once your order is confirmed, it is processed and dispatched from our warehouse. Once dispatched, it should reach the delivery address within 7-11 business days, or as against the time listed for each product respectively. During the time of promotions or Sale, the expected time of delivery may vary by two to three business days due to heavy demand.

  • What if I'm not at home when my order arrives?

Once our delivery partner receives your order, they will dispatch it directly to your address. If you are unavailable when they arrive, you will be contacted for a re-attempt. If you’re still unavailable, your order will be returned to us. Call us on 1800 266 2255 (Available all days of the week, 09:00AM to 10:00PM) for more information.

  • Will I be charged for delivery?

Free Delivery is applicable on orders above Rs. 1,299. If your order is Rs 1,299 or lesser, we shall levy a delivery charge of Rs 49 which will be displayed on your screen during the checkout process.

  • Can I change my delivery address after I've placed my order?

We're sorry, but we won't be able to change your delivery address after your order has been placed. You'll need to cancel your order by calling us on 1800 266 2255 (Available all days of the week, 09:00AM to 10:00PM) and then place a new order with the corrected address.

  • Can I book a preferred delivery time?

No, we do not offer this facility at the moment.

  • Do you deliver to multiple addresses?

The shipment shall be delivered to the address specified on the order. If you want the products to be delivered at different locations, make your purchases as separate orders to different addresses. You can however store multiple addresses in the My Account section.

  • I was unavailable each time your delivery partner tried to contact me. Can you ask them to call me again?

Just give a call on 1800 266 2255 (Available all days of the week, 09:00AM to 10:00PM) and our executive will give you a call back.

  • Do I need to show my ID when my order arrives?

Yes, please keep your valid ID handy to show our delivery partner when they deliver your order.

  • Can someone else receive the order on my behalf?

Yes, another person can receive your order on your behalf at the address specified on your order (for example, the receptionist at your office). To do so they must show our delivery partner a valid ID of their own.

 

 

Cancellations

 

  • How do I cancel an order?

You can cancel your order by visiting your My Orders page on fbbonline.in. Do remember that you can cancel orders before the order is ready to ship only. Once the order is shipped from our side, it cannot be cancelled.

For more details, visit the Cancellation section under our Terms & Conditions.

 

 

Returns Process

 

  • What is your policy on returns?

Our return policy is quite flexible. You can return the purchased products within 30 days of delivery by raising a return request at 1800 266 2255. Please make sure you return your items in their original packaging and included all the tags, accessories, promotional gifts and warranty cards that came with your order.

However, the return policy does not include a few products like:

- Lingerie, undergarments, socks, sunglasses and fashion jewellery

For details please see Returns & Exchange under our Terms & Conditions.

  • Will you accept a return if I've discarded the packaging?

No. Products to be returned must be in their original packaging in order for us to accept the return.

  • Can I return part of a promotional purchase, where the discount was based on the total cost of my purchase?

Yes, you can.

  • What happens if I want to return a product that was part of a Buy 1 Get 1 Offer or a Bundle Promo?

In such cases, you will have to return all the items that were part of the promotion. Once we receive all the items, we will issue refund to your bank account, Credit Card or Debit Card as the case may be.

  • What if I want to return an order that came with a fbbonline.in voucher?

Whether you return your order partially or fully, your fbbonline.in voucher will be cancelled. You will however, receive a refund for your return.

If you've already spent your voucher, the value of the voucher will be deducted from your refund.

  • My original order was Rs. 1,299 or more, so I qualified for free shipping. Do I still get free shipping if I return part of my order?

Yes, you will. We'll be happy to give you a full refund when you return your order.

  • Can I exchange my purchase for another product?

We're sorry, we do not offer this facility at the moment.

  • If I pay for my order by Debit or Credit Card, how long will it take to process my refund?

Once we receive the returned item at our warehouse and perform a quality check, the refund will be initiated which takes two business days. It may take a further 2-7 business days to process the transaction in your account depending on your bank or card issuer.

  • If I pay for my order by Future Pay Wallet, how long will it take to process my refund?

Once we receive the returned item at our warehouse and perform a quality check, the refund will be initiated which takes two business days. Once the refund has been initiated it will be refunded in your Future Pay Wallet within 1 working day.

  • If the order value is still eligible for the cart level discount applied even after returning or cancelling a part of the order, how is my refund calculated?

If the order value does not drop below the specified amount even after returning or cancelling a part of your order, you’ll still be eligible for a part of the cart level discount. Your refund will be issued after deducting the proportionate value of the discount applied on the product that you’re returning or cancelling. This means that you get back exactly what you paid for the product you’re returning.

Please note, we do not deduct the full value of the cart level discount in these cases.

  • Can I return my fbbonline.in purchases to an fbb store?

Yes, you can return your fbbonline.in purchases to any fbb store.

1. You have to sign in your account & navigate to My Orders page under My Account.

2. Select the product to be returned by clicking on Return in Store next to the product to be returned.

3. Select a store from the available list & submit your request.

4. Visit the selected store in the specified duration & hand over product at the Return in Store desk.

For details please see Returns & Exchange under our Terms & Conditions.

  • What should I do if the product delivered by you is damaged or defective?

If the shipment delivered is either damaged or defective, please contact our Customer Support team via email on care@fbbonline.in, within 48 hours of delivery. You must also attach images of the product clearly highlighting the damage or defect.

  • I have other questions about returns and refunds. Who can I call?

Our Customer Support team is here to answer your questions. Call us on 1800 266 2255 (Available all days of the week, 09:00AM to 10:00PM).

  • I was disconnected from the Internet while my order was being processed. How do I complete my order?

In case a Thank You screen hasn't been displayed, it means your order hasn't been processed. If you see a screen that provides you an option to try again, please restart the payment process and try again.

 

 

Payments

 

  • What payment modes are available?

We accept a variety of payment methods:

  • Visa or Master or Rupay Debit Cards

  • Credit Cards

  • Net Banking

  • Future Pay Wallet(in conjunction with other methods in case of insufficient funds.)

Please note, Cash on Delivery is not available at the moment.

  • Is it safe to shop online with my Debit or Credit Card?

Yes. We use a powerful 128-bit SSL encryption to secure and protect your shopping experience.

  • Why isn't Cash on Delivery a payment option to me?

We do not offer Cash on Delivery Facility as yet.

  • How do I pay if the Cash on Delivery option is not available?

You can use Net Banking or pay with your Debit, Credit Card, Google pay, PhonePe, Bhim UPI or Future Pay. If you do not have these facilities, do get in touch with your bank to activate them easily.If your Future Pay Wallet has insufficient funds, you can partially pay the amount by using all the funds in your Future Pay Wallet and pay the remainder by other methods.

  • Are there any hidden charges?

No, there are absolutely no hidden charges. Octroi or sales tax is borne by fbbonline. You pay only the amount that you see in your order summary.

  • What should I do if my payment attempt fails?

If your payment has failed, kindly retry after checking whether your account details, billing address, Debit or Credit Card details, Net Banking details, or any other payment-related information is accurate.

Check that your internet connection is working.

If any amount has been debited during the failed transaction, it will be credited back to your bank account or Credit Card within seven business days.

 

 

My Account

 

  • How do I create an account?

You can set up your fbbonline.in account in two easy ways - either from our Sign Up page or with your profile on Facebook or Google+.

To set up your account using our Sign Up page, simply follow the steps below.

For Mobile:

  1. Click on the Menu icon at the top left of the page.

  2. Click ‘Sign Up’ from among the options provided in the drop down navigation menu. You will be directed to the Sign Up page.

  3. Enter your details such as email address and mobile number. Create a secure password and confirm it.

  4. Your mobile number will be sent a One Time Password for verifying it.

  5. Once verified, click ‘SIGN UP’.

For all other devices:

  1. Click on My Account icon at the top of the page.

  2. Click 'Sign Up' from the drop-down box. You will be directed to the Sign Up page.

  3. Enter your details such as email address and mobile number. Create a secure password and confirm it.

  4. Your mobile number will be sent a One Time Password for verifying it.

  5. Once verified, click ‘SIGN UP’.



To set up your account with your Facebook or Google+ profile, follow these steps:

For Mobile:

  1. Click on the ‘Burger Menu’ at the top left of the page.

  2. Click ‘Sign In’ from among the options provided in the drop down navigation menu. You will be directed to the Sign In page.

  3. Click 'Sign Up with Facebook' OR ‘Sign Up with Google+’ at the top of the page.

  4. Click 'OK' on the permissions dialog box that appears.

For all other devices:

  1. Click on the My Account icon at the top of the page.

  2. Click ‘Sign Up’. You will be directed to Sign Up page.

  3. Click ‘Sign up using Facebook’ OR ‘Sign up using Google+’ from among the options provided in the drop down box.

  4. Click 'OK' on the permissions dialog box that appears.

fbbonline.in will use your Facebook OR Google+ details to create your fbbonline.in account.

You’re good to go. Happy shopping!

  • How do I change my email address?

We’re sorry, you will not be able to change the email address you’ve used to create your existing account. If you’d like to use a different email address, you’ll have to sign up and create a new account.

  • How do I change my password?

To change your password:

  1. Sign in to your fbbonline.in account.

  2. Go to the My Account section.

  3. Go to your Profile page.

  4. Click 'Change Password'.

  5. Enter your new password and confirm it.

  6. Hit the Save New Password button.

  • How do I change my shipping address?

To change your shipping address:

  1. Sign in to your fbbonline.in account.

  2. Go to the My Account section.

  3. Click on the My Saved Address tab.

  4. Click on the Add a New Address link at the top of the page.

  5. Make your changes and save your new shipping address. You may save it as your default shipping address as well.

 

 

Future Pay Wallet

 

  • How can I create Future Pay Wallet

You can create Future Pay Wallet by entering your Date of Birthon the checkout page. You can also download the Future Pay app from Playstore or Appstore and create an account on it.

  • How can I recharge my Future Pay Wallet?

You can add money to your Future Pay Wallet, for use on fbb, by clicking on Add money on the My Wallet Icon on the Home Page. You will be now redirected to My Wallet Page. All you need to do is click on the “Add Money” icon next to the sub- wallet Big Bazaar,enter amount and complete the transaction by paying through Debit Card, Credit Card, UPI payment options.After a successful transaction, money will be added to your Future Pay Wallet which can be used on fbb.

  • Is it secure to make a payment using Future Pay Wallet?

It's absolutely secure! PayU is our payment gateway partner. All the transactions are executed safely and no personal information regarding your payment is ever accessible to any employee or third party.

  • My money has been debited from bank account but did not reflect in the app. Where has it gone?

Don't worry. Your money is safe with us. Please wait for another 30 minutes and check your wallet balance and if it is not updated even after 30 minutes, please reach out to us on care@futurepay.co.in or call us on : 1800-210-1818.

  • Where can I use the amount shown on Future Pay Wallet in fbb?

You can always spend this amount at Future Group outlets such as Big Bazaar, HyperCITY Food Bazaar, Fbb and Ezone.

 

 

Is my account and payment information secure?

 

Your account, Debit Card and Credit Card information are secured by powerful 128-bit SSL encryption. To keep your personal and payment details safe, we ensure that sensitive and private data exchanges between you and fbbonline.in happen over a Secure Sockets Layer (SSL) communication channel, and are encrypted and protected with digital signatures.

SSL-secured communication channels are specially designed to protect all personal and sensitive information sent over the Internet. For security reasons, we only store and display, with your permission, the last four digits of your Debit Card or Credit Card number and card expiry date when placing an order.

 

 

Other Information

 

  • Are the prices on your website different from the prices in-store?

Our online prices are usually the same as our in-store prices. However, we do run exclusive online or in-store promotions that may result in price differences.

  • How do I locate the store nearest to me?

Our store locator will help you find the nearest fbb store.

  • Where can I get information about the Future Group?

You can find out more about the Future Group by visiting our corporate website.

 

 

 

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