Shipping and returns information
FOU SHIPMENTS
FOU outside of LO COMún, makes its shipments with the company Interrapidísimo at a national level and DHL at an international level. FOU may charge flat rates for shipping to one address. The rates (VAT included) are as follows:
• Delivery in Medellín – 10,000 COP
• Delivery in Bello, Envigado, Itagui, Sabaneta, Copacabana, La Estrella, Caldas - 12,000 COP to 15,000 COP
• Deliveries in main cities (Bogotá, Cali, Cartagena, Armenia, Barranquilla, Bucaramanga) – 15,000 COP
• International deliveries – the charge for international shipments will depend on the taxes of each country.
SHIPPING FORMS
Each shipping method has its own policies and costs, which will depend on both the shipping method and your order.
When you make your purchase through the website, you will be asked to indicate a shipping method for your product(s) and before completing the order, the total shipping costs will be calculated automatically.
When you make your purchase through one of our social networks (Instagram, WhatsApp, Facebook), you will be asked to indicate a shipping method for your products, the total shipping costs will be told to you at the time of payment.
DELIVERY TERM
USUAL DELIVERY - 3 TO 7 BUSINESS DAYS*
• In Medellín: your order should arrive within two to three business days from the order date.
• Main cities: your order should arrive within five to eight business days from the order date.
• International shipping: Your order should arrive within five to eight business days from the order date.
Keep in mind that shipping times may vary, depending on shipping companies, routes, among other factors beyond the control of the company.
*Delivery is made only on business days. (Monday to Friday)
For orders placed on non-business days, or the day before a holiday, delivery time will be extended by one to two extra business days.
SHIPPING RULES AND RESTRICTIONS
- Orders are shipped only on business days, these business days are Monday to Friday, excluding national holidays in Colombia.
- We cannot deliver to PO boxes.
- All deliveries will be accompanied by shipping information and its respective receipt.
- We do not refund shipping costs issued by the Logistics Operator in the case of returned garments.
For any questions, contact our customer service line at 318 708 90 07
In the event of logistical difficulties in shipping to certain remote areas, we reserve the right to cancel your order and/or apply additional terms and conditions to said 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.
TRACK 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 track and tap the tracking number in the "Details" column. Here you will access the transport company's website, where you can find the most precise information about your order.
Keep in mind that until the shipping company updates its systems with the order information, you will not be able to track it through the website. Therefore, you may not have tracking information when we provide you with the tracking link the day after you placed your order. However, carriers typically update information one business day after we send you the link. If you still do not have the information, contact our line 3187089007 to give you the appropriate information about your order.
Some orders are packaged in more than one package. Each package will have a unique tracking number.
ORDERS HISTORY
To view the orders you have placed, go to "My Account" and select "Order History".
You will need to log in with your username and password.
Otherwise, contact our line 3187089007
OUR GUARANTEE WITH YOU
Our satisfaction guarantee is unconditional. If you think that the off-the-beaten-path FOU products purchased on our website do not meet your needs, please return your order so that you are 100% satisfied.
You can return purchases made by contacting us at our line 3187089007 within a period of up to 15 calendar days after receiving your order.
Note: (The freight costs for returning and resending products are assumed by the buyer since this cost of the shipping value is for the transport company that is not part of the company outside of LO COmun s.a.s)
EXCHANGE POLICY:
- If you make purchases in physical stores, size or design exchanges can be made within 30 days after the purchase.
- If you make purchases on the website www.foufueradelocomun.com, exchanges can be made within 30 days from the date of receiving the order. Please note that shipping costs for exchanges will be at your expense.
- It's important to note that, to proceed with an exchange, the garment must not show signs of misuse or washing. Therefore, we advise you to read the washing label present on our garments.
DAMAGED OR DEFECTIVE PRODUCTS: For FOU Out of the Ordinary, quality is crucial. We carefully design all our garments with 100% natural materials under real conditions to ensure they can fully withstand their intended uses. It's extremely rare for our products to be damaged or defective. FOU Out of the Ordinary's quality control department will inspect returned products; if the damage is a result of a manufacturing defect, or if the product doesn't meet factory specifications, the cost of the garment will be refunded, or it will be exchanged for a completely new one of equal value to your purchase. We commit to refunding the full cost of defective products, as it's our commitment to provide the best quality. Please note that if the issue is due to reasons other than material quality or assembly process, we will return the original product to you.
The warranty period is 2 months from the purchase date for in-store purchases and 2 months from the date you receive the product for online purchases.
The lifespan of any FOU Out of the Ordinary product depends on its specific use and conditions. FOU Out of the Ordinary products damaged due to normal wear and tear or that have exceeded the reasonable life of the product will not be replaced.
Our customer service is available to assist you with the return process. Feel free to contact us for any inquiries or comments. Contact us at 318 708 90 07 (Monday to Friday from 8:00 am to 8:00 pm and Saturdays from 10:00 am to 6:00 pm) or send us an email to commercial@fou.com.co.
PRODUCT RETURN INSTRUCTIONS: To return a product, follow these instructions:
- Contact our customer service team at 318 708 90 07 to start the return process. They will inform you if your request is authorized according to our return policy.
- If your request is authorized, arrange the shipment of the product to the address provided. Ensure that items are packed in their original packaging, and all clothing or footwear items have the original tags.
- Before contacting our customer service line, make sure you have the following information on hand:
- Order number
- Order date
- Pickup address
- Phone number
- Pickup date
REFUNDS: According to the right of withdrawal established by Law 1480 of 2011, Article 47, the maximum term to exercise this right is 5 business days from the product's delivery. The product must be returned in the same condition as you received it. The costs of transportation and others incurred in the return will be at your expense. Please consider that once received, we will process it as quickly as possible. Although FOU Out of the Ordinary will refund your money within 10 calendar days from the moment the return is processed in our warehouse, your bank may take up to 25 days to process and make the refund effective. In total, the refund can take up to 59 calendar days from the time we receive your request in our customer service department until the bank makes the refund effective. Once the returned products are received and processed, we will send you an email notification and refund the total value of the products. Keep in mind that the refund will be made using the same payment method you used in the original purchase of the product.