FAQ

• About
• Be a part of Fruugo
• Shopping at Fruugo
• Viewing & tracking your orders
• Shipping & Delivery
• Returns & Refunds
• Managing My profile
• Privacy & Security

Contact Fruugo customer care at:
customercare@fruugo.com

About...

Welcome to the Fruugo FAQ!

We have collected a list of questions and answers that will help you learn more about Fruugo. If you encounter some problem while shopping at Fruugo, chances are that the answer to your question is already here at the FAQ.

Use the menu on the left to navigate between the topics. If you can't find what you're looking for, see Fruugo Help or contact our customer care.

Be a part of Fruugo

Fruugo is a place where you can shop for lots of different things, from lots of different retailers, from lots of different countries. We want you to be able to do this without the hassle of calculating exchange rates, shipping costs, taxes, or staying up all night worrying "am I actually going to get my stuff?"

We're not a shop of our own. We don't sell anything ourselves, we don't have a warehouse or an inventory. Everything you see at Fruugo is sold by independent trusted retailers. We're simply a place for you to shop and for retailers to sell and for people to meet.

The Fruugo retailers are the individual webshops, small and large, operating in different parts of Europe. All Fruugo retailers go through a strict selection process, which guarantees that only high-quality and trusted retailers can be found at Fruugo. Retailers are responsible for processing and shipping your orders, while Fruugo provides a secure shopping platform, customer care and a variety of payment methods for you to choose from.

We'd like to think of Fruugo is a big shopping place, the one you enjoy hanging out at, where you can find many different products that you normally can't find in one place, and where you can feel comfortable and safe. By connecting various retailers from different corners of Europe to Fruugo we bring you excellent selection and competitive prices. We hope that what you find at Fruugo has a lower price or is simply something that you can't easily find anywhere else. At the same time, we want you to shop with convenience - that's why Fruugo speaks your language and accepts most payment methods popular in your country.

You don't have to be a Fruugo member to shop at Fruugo, but being a Fruugonian makes shopping easier and more fun, too! Joining Fruugo is quick, simple, and, best of all, absolutely free. Once you are a Fruugo member, there are so many more things that you can do at Fruugo: create your own profile, like and dislike products, write comments, follow your friends at Fruugo to see what they are up to, and more. You may also choose to receive the latest news from Fruugo and be among the first to hear about promotions, discounts, free shipping campaigns and the latest products in Fruugo.

No worries, just click Forgot your password? link at the Fruugo Log in page. Enter your e-mail address, click Request new password and we will send you an e-mail containing a link. Follow the link to create a new Fruugo password. After you do so, you can use it to log in to Fruugo.

Shopping at Fruugo

You can search for products at Fruugo from almost any page of the website. Just enter a keyword (for example, shoes), click the search button (it's the one with a cute little magnifying glass icon), and we show you all products that match your search. You can enter an additional keyword to make your search more specific (for example, running shoes), and we refine search results further.

First select a department from the All departments list. You'll be taken to the department page where you can choose to browse a specific group of products within a department, or a specific brand, or why not a retailer whose products you're interested in. Make sure to check out Fruugo's picks - every day we choose and bring you the best products in each department.

Fruugo sells products only through the Fruugo online webshop.

Yes, your order may include items from different retailers. That's the beauty of shopping at Fruugo - your shopping cart may contain products from multiple retailers located in different parts of Europe, but you place just one order and pay just once. The products included in the order will arrive at your address in separate packages, each containing products from one of the retailers.

There are different reasons to prefer one retailer over another, for instance, product price, faster shipping, shipping costs. Those retailers located closer to you will generally ship your order cheaper and faster, while retailers located farther away might offer a better deal on the product itself but with higher delivery charges.

Once you make up your mind, simply enter the desired quantity in the corresponding field, and click Add to cart.

If you are a registered Fruugo member, the contents of your shopping cart will be stored for 90 days. You can come back to the shopping cart at any time during the 3-month period. The prices and the availability information for the products in your shopping cart will be kept up to date.

Yes. Fruugo constantly updates product prices and availability information for the products in your shopping cart so that you will see up-to-date information at all times.

Secure Shopping provides a high level of session protection during the checkout process. All the data sent and received during checkout is encrypted, which guarantees the safety of the information, including your credit card details, that you enter when placing an order.

Yes, you can make minor changes to the contents of your order during the checkout process such as removing products from the order. If you wish to change quantity or add another product to your order, you should go back to your shopping cart, make the changes and then proceed to checkout again.

• Online transfer through your own bank (this feature depends on whether or not your bank offers this service).
• PayPal
• Credit cards:
• Visa
• Visa Electron
• MasterCard
• EuroCard/MasterCard

Payment methods vary from country to country. Fruugo strives to bring you the payment methods that you are accustomed to when shopping in your local webshops. For instance, in Finland we offer direct bank transfers from the major banks such as Nordea, OP, and Sampo, while in the Netherlands we bring you the iDEAL payment method.

Yes, VAT is included in the total order price as well as all the product prices you see when browsing products. The VAT portion of the total order price is also shown separately on the shipping details page of the checkout process.

Fruugo charges your credit card or PayPal account once you confirm the order. If part, or all, of the order could not be fulfilled by the retailer(s), the corresponding amount will be refunded to your credit card or PayPal account. This might happen for instance if the retailer can't guarantee prompt delivery of the products you've ordered.

Viewing & tracking your orders

If you are a registered Fruugo member, you can access a list of all the orders you have placed at Fruugo under My profile → My orders. To view order details, click the order line. Status of your orders is also visible and can be tracked in My orders page.

Is it possible to modify or cancel an order after I have placed it?

You cannot modify an order after it's been placed, but you can cancel it. If you placed an order by mistake, you can contact Fruugo customer care immediately and request cancellation. In this case the order will be cancelled before it is processed and you will be refunded promptly. This can be done only if the order hasn't been shipped yet.

If you have already received a shipping confirmation e-mail for the order in question, please let us know about your wish to return your order, or a part of the order, within 14 days after it has been delivered to you by sending an e-mail to customercare@fruugo.com. I have cancelled my order but the order price has already been charged to my card. What should I do?

The refund for the cancelled order will be processed within two business days. Keep in mind that the availability of the refunded money on your credit card account depends on how quickly your bank will process the refund.

Navigate to My profile → My orders and open the order you are interested in. You will see the tracking details: the package tracking code and the URL of the logistics service provider's website. Follow the URL and enter the tracking code to view the location of your package. If the products included in the order are being delivered in separate packages (for instance, if the order contains products from several retailers), you will see a separate tracking code for each package.

The tracking functionality is generally available only with the Express delivery method.

If your order does not arrive within a few days of the estimated delivery date, please contact Fruugo customer care. Remember to include the order number in your e-mail.

Shipping & Delivery

We are constantly expanding Fruugo to new countries across the globe. For now, we are open in:

• Australia
• Austria
• Belgium
• Canada
• Denmark
• Finland
• France
• Germany
• Ireland
• Italy
• Luxembourg
• Netherlands
• New Zealand
• Norway
• Poland
• Portugal
• Russian Federation
• South Africa
• Spain
• Sweden
• Switzerland
• United Kingdom
• United States of America

Fruugo's product offering varies from country to country, which means that some products offered at Fruugo in one country might not be available in another.

We are not able to deliver orders to PO Box addresses, hotels or hostels.

Additionally, currently Fruugo retailers do not deliver to the following territories in Denmark:

• Greenland 9999

If you have ordered products from different retailers in a single order, the products will be distributed among the individual retailers for processing. Therefore, the order will be delivered to you in the separate packages, each shipped by one of the retailers from whom you've purchased products included in the order. If your order contains products only from one retailer, the order will be delivered to you in a single package.

After a retailer ships your order, the shipping time may take from 3 to 14 days depending on whether the delivery is domestic or international. The overall delivery time also depends on how quickly a retailer can process and ship your order - we require retailers to process all new orders within 2 business days. The shipping confirmation e-mail is sent to you once the order is handed over for transportation.

The delivery time depends on the location of the products that you have ordered, your delivery address, and the selected delivery method. Please note that some restrictions related to your delivery address may apply.

We currently offer two delivery methods for both domestic and international deliveries:

• Standard – an inexpensive and reliable delivery method where the parcel is dropped off at the post office nearest to your delivery address. If the size of the package allows (small items shipped in a letter), it is placed directly in your mail box. Domestic Standard delivery takes approximately 4-6 business days, while an international delivery takes 10 to 14 business days. Normally track & trace and proof of delivery are not available.
• Express – a bit more expensive delivery method where the parcel is delivered to your door step (for shipments to Sweden parcels are delivered to your nearest post office). Domestic Express delivery takes approximately 3-5 business days, while an international delivery takes 6 to 10 business days. Both track & trace and proof of delivery are available.

All Fruugo deliveries are carried out by reliable logistics service providers such as Itella and DHL.

No, currently all deliveries take place on weekdays only.

The courier might contact you by phone in advance to agree on a suitable delivery date and time. The phone number he will try to reach you at is the number you have entered along with the delivery address when placing an order. In other cases you a notification about an attempted delivery is dropped in your mailbox. It will include information on where you can pick up the parcel.

You should notify Fruugo customer care by sending an e-mail to customercare@fruugo.com about a damaged or faulty product as soon as possible. Include at least the following information:

• your name,
• order number,
• name of the damaged product(s), and
• state that the products is damaged.

Our customer care will send you specific instructions on how to ship the return package to the retailer. Retailer will send you a new or repaired product as soon as the damaged item reaches the retailer. If the replacement can't be made, or if you wish to cancel the deal altogether, you will receive a full refund for the price of the item.

Returns & Refunds

It is very simple to return the products you bought at Fruugo. Let us know about your wish to return an order, or some of the products included in the order, within 14 days after it has been delivered to you by sending an e-mail to customercare@fruugo.com.

Our customer care will send you specific instructions on how to ship the return package(s) to the retailer(s). Please, do not ship the return package before you receive the instructions.

Remember that the products you wish to return must be in their original condition with all the accessories in place. For details on product returns, please see Returns & Refunds in the Fruugo Help.

Certain products purchased at Fruugo cannot be returned. They fall in the following categories:

• personalised goods or goods made according to your specifications,
• underwear, swimwear and pierced jewellery if unpacked, for reasons of hygiene,
• health and personal care items such as shampoo, make-up and fragrance if opened,
• audio or video recordings or computer software, if opened,
• newspapers, periodicals and magazines, and
• items that use flammable substances.

You should first of all let us know what you wish to return by sending an e-mail to customercare@fruugo.com. This should be done within 14 days of receiving the order.

After that you should ship the return package in due course following the instructions sent to you by our customer care. Remember that the sooner the retailer receives the return and accepts the returned products - the sooner we will issue the refund.

For details on product returns, see Returns & Refunds in the Fruugo Help.

The products you wish to return must be shipped to the retailer from whom you've received those items. You can find the retailer's return address in the packing list enclosed with your order. Our customer care will send you detailed instructions on how to ship the return package(s) to the retailer(s) once you notify Fruugo about your wish to make a return.

You may use any reliable delivery method of your choice, as long as it offers a printed receipt for your return shipment. You should keep this receipt at least until you receive a return acceptance notification.

Unless a product or products you wish to return arrived to you damaged or faulty, you are responsible to cover the costs of return transportation yourself. Also note that when returning a heavy (over 20 kg) or a large item that requires special handling, you are responsible for covering the return transportation costs. On the bright side, when you return all products from a specific retailer included in your order, we will refund the original shipping costs you paid for the delivery. Read on for details.

The original shipping costs you paid for the order delivery will be refunded if you are returning all items your ordered from a particular retailer. For instance, if you ordered 3 products from retailer X and 2 from retailer Y and you now wish to return 3 products to retailer X, we will refund the shipping costs you paid for the delivery of products you ordered from the retailer X. In case you are returning a part of your order, the original shipping costs are retained to cover retailer's shipping and handling expenses.

As soon as the retailer receives the package and verifies that the returned products comply with the return instructions (see Returns & Refunds in the Fruugo Help), you will receive an e-mail confirmation that your return has been accepted. After that, depending on the payment method initially used to purchase the order, the refund may be issued in different ways. Refunds can only be issued to the same source that you used to purchase the products initially (for instance, credit card purchases will be refunded to your credit card), or, if this is not possible, the refund will be issued to your bank account.

The sooner you ship the products back to the retailer, the sooner we start processing the refund. The refund issue time mainly depends on the original payment method and on how quickly your bank processes the refund operation. It may take from 5 to 30 business days.

A full refund will be issued if the products are returned on time and their condition complies with the return instructions explained in the Returns & Refunds section in the Fruugo Help.

Managing My profile

If you are a registered Fruugo member the delivery addresses you enter at checkout will be stored for your future use. You can edit and remove them, or add new addresses.

To modify your personal details, go to My profile → Privacy & settings, make the changes and click Update.

To change your password, go to My profile → Privacy & settings → Change password and enter your current and new passwords into the corresponding text fields. Click Update when you're done.

Yes, if you wish not to show the products you view, like or dislike in Le Pulse, you can modify your privacy settings under Privacy & settings in your profile.

Unfortunately the screen name you entered when registering with Fruugo cannot be changed.

You can set your main language and the languages that you also understand under My profile → Privacy & settings → Location and language. Fruugo will display all the product information in your main language, when available. It will also be used for the order-related e-mail communication.

If the product information happens to be unavailable in your main language, Fruugo will display it in one of your secondary languages, or offer a translation.

You can also set your language preferences through the flag link in the upper right-hand side of the Fruugo pages.

Privacy & Security

Fruugo takes your privacy very seriously and will never share your personal information, or information about your activity at Fruugo, with any third parties.

Your information is stored by Fruugo in a highly secure manner.

Before you can make a purchase at Fruugo, you are taken to the Secure Shopping zone. From that point onwards, the session is encrypted.

Before you can make a purchase at Fruugo, you enter the Secure Shopping zone. From that point onwards, the session is encrypted. Fruugo uses TLS (Transport Layer Security) protocol with strong encryption mechanisms to secure transmission of your credit card details during the checkout process.