My Cart

Close

Customer Service Policy

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 usually answer within 24 hours of receiving your message on workdays.

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. 

Note: we are currently only able to ship to Switzerland. Please check back regularly to see if we expanded our shipping destinations.

SHIPPING TIME AND COSTS

Shipping Time
We process your order within 2 working days. Once it has been processed, estimated delivery times are as follows:

Switzerland / Liechtenstein: 2 working days

Shipping Costs
Shipping costs are provided individually per country during check-out and payment process.

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 partner 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.

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

 

DAMAGED/MIS-SHIPPED ITEMS

In the unlikely event that you have received an incorrect order or a defective item, please contact us immediately by email. 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. To do so please go back to Returns.

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. The costs therefore are being covered by us.

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

Likewise, 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 fraud, or an attempt at deception or in case of suspicion of other illegal activities in connection with the purchase of a gift voucher or at the time of redeeming it on our website www.fogal.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”.

BECOME A FOGAL INSIDER

Sign up for the latest news and updates from the world of Fogal and get 20% off your next purchase.

SEARCH THIS STORE