Shipping and Returns Information

 

SHIPPINGSFOU

FOU outside LO COmun, can charge fixed fees for shipping to an address. These rates depend on the delivery method. The rates (VAT included) are as follows:

Standard delivery - 9,000 COP

Standard delivery is free for all orders over 300,000 COP.

www.fou.com.co only makes shipments within the Colombian territory.

SHIPPING FORMS

Each shipping method has its own restrictions and costs, which will be applied in your order.

When you check in, you will be asked to indicate a shipping method for your product (s). Before finalizing your order, the total shipping costs will be calculated automatically.

DELIVERY TERM

HABITUAL DELIVERY: STANDARD DELIVERIES: FROM 3 TO 7 WORKING DAYS *

Your order must arrive within three working days (main cities), counting from the date of order.

* Delivery is made only on business days.

For orders placed on any of these days, or the day before a holiday, the delivery time will be extended in 1 or 2 extra business days.

STANDARDS AND SHIPPING RESTRICTIONS

Orders are shipped only on business days. Business days are from Monday to Friday, excluding national holidays in Colombia.

We can not make deliveries in post office boxes.

All deliveries will be accompanied with an acknowledgment of receipt.

We do not refund the express shipping costs in the case of returning items.

For any questions, call our customer service at number 3187089007

Due to logistical difficulties when making shipments to certain remote areas, we reserve the right to cancel your order and / or apply additional terms and conditions to that order (including, without limitation, the condition that each order reaches a minimum amount ). Our customer service will notify you of the cancellation and / or application of these conditions as soon as possible after you place your order.

FOLLOWING YOUR ORDER

You can track your order by accessing your order history in My account. Go to the details of the order you want to follow and press the tracking number in the "Details" column. Here you will access the carrier's website, where you can find the most up-to-date information.

Keep in mind that until the carrier updates its systems with the information of your order, you will not be able to follow it through the web. Therefore, you may not have tracking information when we provide you with the tracking link the day after you placed the order. However, carriers usually update the information one day (business) after we send the link, so if you still do not have the information, try again later.

Some orders are packed in more than one box. Each box will have its exclusive tracking number.

The possible states are:

RECEIVED

This status means that the system has received your order but our order management team has not yet processed it. You will also receive an e-mail to confirm that we have received the order.

TRANSFERRED

This status means that your order has been transferred to the warehouse and that your items are being picked up and ready for shipment.

ORDER SENT

This status means that your order has left our warehouse and is in the hands of the carrier or has already delivered it. You can click on the carrier's tracking link, which is also provided with this status, and see where your package is at this moment. When your order leaves our warehouse you will also receive an e-mail with the tracking link of it.

RECEIVED RETURN

This is an additional status that will appear in case you have decided to return your order or part of it. Indicates that the return has been received and accepted. You will also receive an e-mail when we receive and accept your return.

REQUEST FINISHED

This status indicates that the order can no longer be followed on the carrier's website since it was made a long time ago.

ORDERS HISTORY

To check the orders you have made, go to "My account" and select "Order history".

You must login with your username and password.

RETURNSFOU

If you are not totally satisfied with your order, our satisfaction guarantee will ensure that you receive a refund. You just have to follow the detailed instructions in this section.

OUR WARRANTY WITH YOU

Our satisfaction guarantee is unconditional. If you believe that FOU products outside of LO COmun purchased on our website do not meet your needs (subject to normal wear and tear), return your order and you will receive a refund.

So that you are 100% satisfied, you can return the purchases made at www.fou.com.co within 30 days.

RETURN POLICY

You can return your FOU purchases made in our online store, within 30 days from the date of receipt of the package and we will refund the total price. If the return is made outside this period or the item has been used, damaged or is not shipped in its original packaging, FOU outside LO COmun will not be able to accept the return and will not be able to reimburse the payment. Refunds of clothing will only be accepted if the original labeling has not been removed.

It is important that when you make the return consider all the products of the same order you want to return. In case you request a second return of the same FOU order outside LO COmun reserves the right to accept or reject the second request.

CHANGE POLICY

www.fou.com.c does not support product changes. If you want to change a product, you must return your purchase requesting a refund and placing a new order. It is only possible to receive a refund of a refund if this is done according to our return policy. The refund of the purchase will be by depositing the amount to your bank account.

DAMAGED OR DEFECTIVE PRODUCTS

For FOU outside LO COmun, quality is essential. We carefully design all our products under real conditions to ensure that they are fully capable of supporting the uses for which they were created. It is extremely rare that our products are damaged or defective.

FOU's quality control department outside LO COmun will inspect the returned products; If the damage is the result of a manufacturing defect or if the product does not meet the factory specifications, the cost of the product will be reimbursed. We promise to reimburse the entire cost of the defective products.

If the problem is due to reasons contrary to the quality of the material or the assembly process, we will return the original product. We do not refund products:

The useful life of any FOU product outside of LO COmun depends on the particular use made of it, the conditions of use and the characteristic wear patterns of the user. FOU products will not be replaced outside of COCO damaged by normal wear and tear or that have exceeded the reasonable life of the product.

Our customer service is available to help you with your return process. Do not hesitate to contact us to make any questions or comments. Call us at 3187089007 (Monday through Friday from 8:00 a.m. to 8:00 p.m. and Saturday from 10:00 a.m. to 6:00 p.m.) or send us an e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .. "> comercial@fou.com.co.

PRODUCT RETURN INSTRUCTIONS

To return a product, follow these instructions:

Contact our customer service team at (3187089007) to begin the process of your return. They will indicate if your request is authorized according to our return policy.

If your request is authorized, we will schedule a collection of the product at the address you indicate. Make sure you pack the items in their original packaging and that all items of clothing or footwear carry the original labels.

Before calling our customer service line, make sure you have the following information at hand:

Order number

Order date

Collection address

Phone number

A date for collection

REIMBURSEMENTS

The time that your return is in transit is beyond our control, although once received we will process it as quickly as possible. Therefore, we must have at least 14 calendar days to receive and process your return. Although FOU out of LO COmun will return the money within 10 calendar days from the time the return is processed in our warehouse, hence your Banking Entity (according to Redeban / Credibanco) can take up to 25 days to process and make cash the return of your money. In total the reimbursement can take up to 59 calendar days since we received your call in our customer service department. Once the returned products are received and processed, we will send you a notification by e-mail. We will reimburse the total value of the products. The refund will be made using the same form of payment as the original purchase.