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Customer Service

INQUIRIES

If you have a question about any aspect of your order or our website, our customer service representatives are available to help you:

E-Mail: customer-service@fogal.com

We try our best to answer any inquiries within two days of receival on work days and during office hours.

SHIPPING INFORMATION

All shipments will be carried out through a carrier or mail service, and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes. We do not offer Saturday delivery. PLEASE NOTE: Some countries may have restrictions on the receipt of specific items. The terms and conditions of our carrier will apply additionally.

SHIPPING TIME AND COSTS

Shipping Time 
We try our best to dispatch your order as quickly as possible. Your parcel is usually dispatched within 3 working days. Estimated delivery times once your parcel is dispatched are as follows:

Switzerland / Liechtenstein: Within 3 working days
EU: within 5-7 working days
Abroad: depending on the country, usually around 14 days.

Shipping Costs
Shipping costs are provided individually per country during check-out and payment process. Please note that Shipping costs do not include any customs and duties charged by the country of import. All additional taxes, import fees, and surcharges levied by destination countries are the responsibility of the customer. Please check back with your local customs house to find out if any additional charges will be applied to your order. 

Shipments including VAT and Taxes
We deliver goods to Switzerland and Liechtenstein including Swiss sales tax (VAT).

International Shipments excluding VAT and Taxes
All other countries but Switzerland and Liechtenstein are served without local taxes and VAT. All additional taxes, import fees, and surcharges levied by destination countries are the responsibility of the customer. Please check back with your local customs house to find out if any additional charges will be applied to your order. Our shipping partners takes responsibility for such charges and bills the recipient accordingly. We are unable to provide an estimate for these charges. We do not receive any money from customs or import fees. If you refuse to pay these charges, the shipment will automatically be returned to us at our expense. Please note that we than have to deduct any related charges from the refund of your original purchase.

 

WHERE WE DELIVER TO

Afghanistan, Albania, Algeria, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burundi, Cayman Islands, Cambodia, Cameroon, Canada, Cape Verde, Central African Republic, Chad, Chile, China, Cocos Islands, Colombia, Congo (Brazzaville), Congo (Kinshasa), Cook Islands, Costa Rica, Cristmas Islands, Croatia, Cuba, Cyprus, Czech Republic, Djibuti, Denmark, Dominica, Dominican Republic, Dubai, East Timor, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Fiji, Finland, France, French Guiana, French Polynesia, Faroe Islands, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Great Britain, Greece, Greenland, Grenada, Guadeloupe, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hongkong, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Israel, Italy, Ivory Coast, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Korea (South), Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Louxembourg, Macau, Macedonia, Madagascar, Malawi, Malayisia, Maledives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova (Republic of), Monaco, Mongolia, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Netherlands, Netherlands Antilles, New Caledonia, New Zeland, Nicaragua, Niger, Nigeria, Norfolk Islands, Norway, Oman, Pakistan, Palestinian territories, Panama, Papua New Guinea, Paraguay, Peru, Philipines, Poland, Portugal, Qatar, Reunion Island, Romania, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Saint Pierre and Miquelon, Samoa, San Marino, Saudi Arabia, Sao Tomé and Principe, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slowakia, Slovenia, Solomon Islands, Somalia, South Africa, Spain, Sri Lanka, Sudan (South), Surinam, Swaziland, Sweden, Switzerland, Syria, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunesia, Turkey, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, Uruguay, USA, Uzbekistan, Vanuatu, Vatican City State, Venezuela, Vietnam, Wallis and Futuna Islands, Yemen, Zambia, Zimbabwe.

RETURNS & EXCHANGES

RETURNS & EXCHANGES

Returns and exchanges are handled according to our return and exchanges policy. Please refer to our general Terms & Conditions for details.

Returns
For returns please follow the following steps:

1.) You may use the return form here.
2.) Please complete the return form
3.) The return form has to be enclosed in the return package. Otherwise the return process cannot be matched to the order and further arranged.
4.) Please send the package to the following address: DSV Logistics AG, Via Passagiata 24, CH-6828 Balerna (Switzerland)

Refunds
We will credit the amount back to your credit card or PayPal account. The customer is responsible for all shipment fees related to returns. All international customs duties and sales taxes are non-refundable. Yet you may be able to recover these by contacting your customs office directly.

Damaged/Mis-shipped Items
In the unlikely event that you have received an incorrect order or a defective item, please contact us immediately E-Mail customer-service@fogal.com. We will take back the item, exchange it against a new one or refund you the purchase price and sales tax with a gift voucher

INSURANCE

FOGAL has arranged that all goods of your order are insured against damage or theft from the pick-up at our premises. As soon as the merchandise is being delivered to the specified delivery address the insurance ends. Theft at the point of delivery is entirely the responsibility of the customer.

GIFT VOUCHER

Redemption
You can shop on our website to the extent of the value of your voucher simply by entering the voucher code. Please note that the voucher does not have any cash value.

Your invoice will be automatically reduced by the value of the voucher. Should the value of your gift voucher fall short of the value of your order, you can settle the difference using a credit card. Should the value of your gift voucher exceed the value of your order, the difference will remain on your voucher.

Gift Vouchers are only valid on www.fogal.com

Liability and risk of loss

Fogal does not accept any liability for the loss, theft, misuse or delayed delivery (e.g. due to technical problems) of gift vouchers.

Fraud
Fogal reserves the right to close the customer account and/or demand alternative payment in case of a fraud, or an attempt at deception or in case of a suspicion of other illegal activities in connection with a purchase of a gift voucher or at the time of redeeming it on our website www.fogal-shop.com. The customer shall not have any right for the release or payment of the gift voucher in question.

MY ACCOUNT PROFILE

You can modify your account profile anytime you wish. Simply log into your account using your email address and your personal password.

  • to change your invoice or shipping information, simply edit the existing profile.
  • to modify your password or email address, simply edit your profile.
  • to view your order status and order history, click on “show all”.
  • to overview your wish list, select “show all”.