Find out where my order is

If your order has not arrived yet, check your delivery details by:

1. Check your delivery confirmation to see the expected delivery date.
   Check your delivery confirmation to make sure that the delivery address provided is correct.
   If your order was sent by a delivery service that uses tracking, check your delivery email, click on the link to our tracking portal and check the delivery status.

If the expected delivery date for your order has passed and you still haven’t received your goods, please contact the trader to let them know.

We recommend that you check with your neighbour or your local delivery office before contacting the retailer. In some countries, once the parcel has been handed over to the local postal service, you may need to collect it from a local collection point.

To contact the dealer, you must either

1. Visit our interactive Help Centre (by clicking one page back) and answer some quick questions to send a message directly to the dealer or
   Log in to your Fruugo account and click on “Ask an order question” to send a message directly to the dealer.

   We expect our dealers to reply to you within 48 hours. Please notify the retailer of any delayed or missing orders within a reasonable period of time.

    

What if I have not received a delivery confirmation?

It is possible that your order has not been dispatched yet. If the expected delivery date in your delivery confirmation has passed, please use our interactive Help Centre or log in to your Fruugo account to contact the retailer and find out the status of your delivery.

If you have not received any emails from Fruugo after payment, it is possible that you have mistakenly entered an incorrect email address when ordering. Use our interactive Help Centre, which will guide you to the help you need to resolve the situation.

What if I entered an incorrect or incomplete delivery address when ordering?

A complete and correct address is essential for successful delivery. An incomplete or incorrect address will either cause significant delays, cause the parcel to be returned to the sender, or cause the parcel to be considered lost. Please message the retailer as soon as possible via our Help Centre or through your Fruugo account with the correct details to see if they can rectify the error with the delivery company.

Unfortunately, we cannot accept responsibility for a lost parcel if you enter an incorrect or incomplete address and you will not be compensated in this case.

If the address you provided is correct, even if it is not your address: the parcel may be delivered to that address and it is your responsibility to obtain the goods.

In this case, if the trader would like to re-send your goods to the correct address, you are responsible for the costs. If a trader refuses to re-send the goods, you will be refunded the price of the goods.