Delivery of Goods

Delivery of orders should take place within 14 business days of the order being dispatched to the delivery address specified on the order. Business days are Monday - Saturday, excluding public holidays in the customer's country.  At the point of order, a customer should be provided with the shipping origin and delivery time. The retailer is solely responsible for the end to end fulfilment process.

Where you do specify a different delivery window, (e.g. a shorter time period), the order should be delivered to the customer within this timescale.

For your own protection we strongly recommend items are sent as tracked consignments using services that provide good quality evidence of delivery (photographic evidence of delivery to the recipients address or a signature from the recipient)

In the absence of compelling delivery proof to show unequivocally that it has been delivered to the customer within the delivery timescale, and there is no prior agreement that the customer is happy to wait longer than this, the customer is entitled to a solution.

Where the customer raises the issue that goods have not been delivered and (i) they are outside the specified delivery window or 14 business days, (ii) the order value is under £50, (iii) no tracked shipping service has been selected or the tracking is not showing delivery; and (iv) the customer confirms their delivery address, we may automatically refund the customer on your behalf and update you that this has been done.

If we do not automatically refund the customer, an enquiry will be raised to you from the customer, which will include an affidavit confirming that the customer has not received the goods, and confirmation of the customer's delivery address.

If the customer is not happy to wait, then you can offer the customer a replacement or refund, but the customer's preference should be adhered to. Please do not dispatch a replacement before the customer agrees to this, as the item may no longer be required.If it has exceeded the delivery timescale, and the case is escalated to Fruugo, Fruugo will check the customer address and all available shipping data, to ensure accuracy, and we may ask the customer to complete an electronic Fruugo affidavit, if this has not already been done, before then processing a refund for the customer. If goods are lost or destroyed during transit, we will process the return and refund the customer on your behalf.

The customer shall not be required to return any products delivered late unless you can prove (for example, by providing tracking details for the relevant order) that the products were successfully delivered to the customer within the relevant timeframe.

All tracking details for an order must be provided to the customer at the time of dispatch, and not provided afterwards. It is your responsibility as the seller to ensure that all relevant tracking information is provided on the order when this is dispatched. If all tracking details are not included at the time of dispatch, updated at a later date, or provided following a refund, this will not be considered to be satisfactory proof of delivery by Fruugo.

When we receive a complaint that a customer has received an empty package or the package has not been delivered at all, we will require you to work with us to fully investigate this matter to reach a suitable solution. As part of this, we will require you to provide us with as much evidence as possible to show the weight of the package at the time of shipping and information on the packing procedure. We may also require you to raise an investigation with the courier.

Where there is data tracking being used and this is accurate and functioning properly, we will try to resolve these cases amicably for both parties and will support you where we feel that the customer is acting fraudulently. However, where goods may have been lost or destroyed in transit and there is no tracking data available, we shall request that the customer signs an electronic Fruugo affidavit and the customer shall be entitled to a full refund, which we will process on your behalf.