Where's my order?
My order hasn't arrived
Once your order has been processed and shipped, you will immediately be sent a shipping confirmation e-mail.
Please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please log into your account and raise an enquiry with the retailer within a reasonable time frame.
What happens if I entered an incorrect or incomplete address during checkout?
Entering a complete and accurate address is crucial to prompt delivery. Incomplete or incorrect addresses may cause days or weeks of delay as the package will most likely be returned to sender.
We accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified although we will try our best to help you wherever possible.
You may still get your order depending on which part(s) you have left out or mis-typed in the address, as your local delivery courier may be able to make out the full address based on what you have provided them with.
In the event that the delivery address you inputted is still a valid address (albeit not your address), the package will be delivered to that address and it would be your responsibility to recover the goods.
In the event that the delivery address is invalid, the parcel will typically be returned to the retailer. We will then contact you to see if you want the order to be resent to the correct address (at your expense), or you would like a full refund for the cost of the goods.
Some retailers couriers may take a little time to respond to tracking queries and if you still want to purchase the item(s) you would need to place a new order (stock permitting) and we will refund the original order once tracked and back to our warehouse
Tracking your order
If your order has been sent with a trackable service, this email will contain a tracking reference number and the courier name to enable you to follow your parcel. If this email does not contain a tracking reference then your order has been sent via a standard service and will not be trackable.
In both cases, please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please contact customer care.
If you are a registered user, you can also check your order status at My profile → My orders.
Part of my order is missing
If you are missing goods in this case, please contact customer care at firstname.lastname@example.org
If you have ordered multiple items, your order may arrive in separate packages. Please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please contact email@example.com
For assistance with creating an account or raising an enquiry please email firstname.lastname@example.org you wil recieve areply within 24 hours.
Which courier do you use?
The courier delivering your order will vary and is dependent on the size and weight of the parcel, and the destination country.
Once your order has arrived in your country, it may be passed on to an internal postal service, and delivered according to standard delivery procedures in your country.
It is not possible for you to select your preferred carrier.
Assessment of duties and taxes is based on the value of the order and the tax-free threshold for goods imported into the destination country.
Fruugo has no control over these charges and we are unable to tell you what the cost would be as customs policies and import duties vary widely from country to country. For more information on current charges you would need to contact your local customs office.
Please note that any shipments which are sent from one EU country to another EU country will not be subject to a customs charge.
Estimated delivery timescales do not include any additional customs clearing times beyond our control.
Please note that customs charges will not be refunded if you cancel and return your order.
If you cancel your order by refusing to accept delivery of all or part of your order your order will be returned to the sender. A refund for the product only will be processed once we have received the returned parcel.
Any customs charges or handling fees upon delivery are solely the responsibility of the customer.
If you return your items for a refund after receiving a customs charge reimbursement, please note that we won't be able to refund you beyond the amount you originally paid for your order. We will provide you with proof of the return in case you want to claim back the VAT to the customs authorities of your country.
How do I raise an enquiry about an order?
If an enquiry is about an order that you have placed you will need to email email@example.com and raise your enquiry with us.
Please describe your reason for raising an enquiry and write your message. Please allow the 24 hours (2 business days) for us to respond to your enquiry.
Please do allow additional time for reply during holiday periods.