Find out where my order is

If your order hasn’t arrived yet, please check your delivery information by: 

  1. Checking your shipping confirmation email for estimated delivery dates.
  2. Checking your shipping confirmation email to ensure the delivery address provided is correct.
  3. If your order was sent using a tracked delivery service, check your shipping emails, click on the link to our tracking portal and check on delivery status. 

If the estimated delivery date for your order has passed and you have still not received your item, please contact the retailer to let them know. 

Top tips: We recommend checking with a neighbour or with your local delivery office before contacting the retailer. In some countries once handed over to the local postal services, you may be required to collect your parcel from a local collection point. 

To contact the Retailer, either: 

  1. Visit our interactive Help Centre (by clicking back a page) and answer some quick questions to send a message to the retailer directly or
  2. Login to your Fruugo Account, view your orders and click ‘Raise order enquiry’ to send a message to the retailer directly. 

We expect our retailers to respond to you within 48 hours. Please inform the retailer of any delayed or missing orders within a reasonable period of time. 

What if I don’t have a shipping confirmation email? 

It’s possible that your order has not yet shipped, if the estimated dispatch date on your order confirmation email has passed, please use our interactive Help Centre to contact the retailer and find out the status of your shipment. 

If you haven’t received any emails from Fruugo after checking out, it’s possible that you accidentally entered an incorrect email address during checkout, please use our interactive Help Centre which will guide you to the help you need to get this situation resolved. 

What if I entered an incorrect or incomplete delivery address during checkout? 

A complete and accurate address is critical to prompt delivery, so we can’t promise this won’t cause delays. Message the retailer using our Help Centre or through your Fruugo account as soon as possible with the correct information to see if they can rectify with the courier. 

Unfortunately we’re not able to accept liability if you input an incorrect or incomplete address. 

If the address you supplied is still valid albeit not your address: the package may be delivered to that address and it’s your responsibility to recover the goods. 

If the address you supplied is invalid: the goods will likely be returned to the retailer from who you purchased. We’ll contact you in this scenario to see if you’d like the goods sending to the correct address at your expense - where a retailer is happy to do this - or if you’d like a refund for the cost of the goods.