Here we show you answers to the most frequently asked questions and we will help you as quickly as possible. Find updates about your orders and answers on all topics.
FAQ
My Account
How do I register for a customer account?
To register for a customer account, please follow these steps:
1. Visit our website and click on the “Login” or “Register” button. This is located at the top of the page or in the navigation menu.
2. You will be redirected to the registration page. Enter the required information such as: b Your name, email address and password. Be sure to choose a strong and unique password to ensure the security of your account.
3. Additional information is required when registering, e.g. b Your contact number or delivery address. Complete the required fields as prompted.
4. Read the Terms and Conditions or Privacy Policy. If you agree to the terms and conditions, check the box or click the link provided to indicate your agreement.
5. After completing all required fields, click the “Register” or “Create Account” button to submit your registration. You will then receive a confirmation email to confirm your email address.
6. Follow the instructions in the email to complete the verification process. If you don't receive the email, check your spam or junk folder.
7. After verifying your email, your customer account will be created. You can now log in with your registered email address and password.
With a customer account you have access to various features and benefits, such as order history, saved addresses and personalized recommendations, discounts and much more. If you experience any problems during the registration process, please contact our Customer Support.
If you have forgotten your password, you can reset it here. Click on the “Login” or “Register” button and enter the email address with which you are registered with fruimundo and follow the steps further.
Yes, in the customer account under “Personal data” you can change your salutation, your name, your email address and your password.
Your login data is protected in accordance with our Data protection declaration and will not be used by fruimundo under any circumstances. The safety and protection of our customers is always the top priority for fruimundo.
Yes, you can manage your addresses (delivery and billing addresses) in your address book. Important: Please adjust the address before ordering.
Yes. If you would like to delete your customer account, please submit the request here via your customer account. We will help you with the steps.
Customer Support
What are the customer support opening hours?
Our customer support team is available 24/7 via email or chat
Search products, pages, blogs
How do I search for products on fruimundo?
Enter a specific keyword or product name that relates to the item you are looking for. For example, if you're looking for a pair of running shoes, you can type "running shoes" or the specific brand and model name.
As you type, the search bar may provide automatic suggestions based on popular or relevant search terms. You can select one of the suggestions or continue typing your desired search term.
Order
Can I track the status of my order after it has been placed?
Yes, you can track the status of your order after it has been placed. Here's how:
1. **Order Confirmation:** Once you have placed an order, you will receive an order confirmation email or a notification with your order number. Keep this information handy.
2. **Order Status Page:** Visit the Order Status or Track My Order page on our website.You can find this option in the navigation menu or in the customer account area.
3. **Enter order information:** On the order status page, enter your order number and any other required information, such as: b Your email address or billing address zip code.
4. **Track your order:** After entering the required details, click on the “Track” or “Find My Order” button. The current status of your order is displayed here.
5. **Order Updates:** You will see information about the progress of your order, such as: b when it will be processed, dispatched or ready for delivery. Depending on your shipping service provider, you may also receive tracking numbers or links to track your package directly with the shipping service provider.
6. **Notifications:** We will also send you email or text notifications at various stages of your order, such as: b when it is dispatched or delivered. Be sure to check your inbox and spam folder for updates.
If you have any concerns or questions about the status of your order, you can always contact our customer support team for assistance.
Payment
Is my payment information secure?
Yes, we take the security of your payment information very seriously. We take various measures to ensure the security and confidentiality of your payment information. How we protect your payment information:1. **Encryption:** We use industry-standard encryption technologies such as Secure Sockets Layer (SSL) or Transport Layer Security (TLS) to encrypt your payment information during transmission. This helps prevent unauthorized access or interception of your data.
2. **Payment Processors:** We work with reputable and trustworthy payment processors that adhere to strict security standards. These payment processors process your payment information securely, reducing the risk of unauthorized access or data breaches.
3. **Limited Data Storage:** We minimize the storage of your payment information. Once your payment has been successfully processed, we only store the necessary data required for order processing and legal compliance. Rest assured that we do not store sensitive payment information such as credit card numbers or CVV codes any longer than necessary.
4. **PCI DSS Compliance:** We adhere to the requirements of the Payment Card Industry Data Security Standard (PCI DSS). This is a set of security standards set by major credit card companies to protect cardholder data. By complying with PCI DSS, we ensure a secure environment for processing payment information.
5. **Regular Security Audits:** We conduct regular security audits and assessments to identify and address any vulnerabilities or risks. This helps ensure our systems and processes remain secure and up to date with the latest security practices.
Although we take these precautions to protect your payment information, it is also important that you exercise caution on your part. Avoid sharing your payment details with unauthorized parties or on unsecured platforms. If you have specific concerns about the security of your payment information, please contact our customer support team for further assistance.
Shipping & Delivery
What shipping options are there?
Processing and handling
We do our best to process most orders within 1-2 days, but all orders are processed within 1 to 7 business days (excluding weekends and holidays) after receiving your order confirmation email . You will receive another notification when your order has been shipped.
How much are the shipping costs?
Shipping Rates and Estimates
We offer free standard international shipping on all orders from our suppliers to the following countries and regions: the United States, Canada, the European Union, the United Kingdom, Australia, New Zealand and other countries worldwide. Shipping typically takes between 2 and 4 weeks, although import and customs delays for certain destinations may extend shipping times beyond this window.
Your order may be subject to import duties and taxes (including VAT), which are due once the shipment reaches your destination country. Fruimundo is not responsible for these fees if they are charged and are your responsibility as a customer.
How can I check the status of my order?
You can check the status of your order at any time on our Order Tracking page
When your order has shipped, you will receive an email notification from us with a tracking number that you can use to check the status of your order. Please allow 48 hours for tracking information to become available.
If you have not received your order within 30 days of receiving the shipping confirmation email, please contact with your name and order number info@fruimundo.com, and we will take care of the matter.
Refunds, returns and exchanges
View our Refund Policy
We accept returns up to 30 days after delivery if the item is unused and in its original condition, and we will refund the full order amount minus return shipping costs.
Lost, damaged or stolen orders
If your package was lost, stolen or damaged, you can request a replacement here.
You will need your order number and the email address you used to place your order. You can find your order number in the order confirmation email.
After you indicate whether the package was damaged, lost or stolen and complete the application, you will receive a reorder confirmation.
Return
What are the return conditions at fruimundo?
We have a 30-day return policy, meaning H You have 30 days after receiving the goods to return them.
To be eligible for a return, your item must be in the same condition in which you received it: unworn or unused, with tags and in the original packaging. You will also need the receipt or proof of purchase.
How do I request a return/return or complaint?
To initiate a return, request it through our Returns and Exchanges Portal. If your return is accepted, we will provide you with instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
What about lost, damaged or stolen orders?
If your package was lost, stolen or damaged, you can request a replacement here.
You will need your order number and the email address you used to place your order. You can find your order number in the order confirmation email.
Once you indicate whether the package was damaged, lost or stolen and complete the request, you will receive a reorder confirmation.
How can I request an exchange?
You can request an exchange through our Returns and Exchanges Portal . We will help you return your original item and we will process a separate order for your new item.
What about the refunds?
We will notify you once we have received and inspected your return and will let you know whether or not the refund has been approved. If this is the case, the amount will be automatically refunded to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@fruimundo.com.
Gift cards & vouchers
What do I have to consider when ordering with gift cards or gift vouchers?
Our gift vouchers are for the entire range on fruimundo.com valid.
There is no minimum order value and no expiration date - gift vouchers are valid until the balance is used up.
Feel free to combine as many gift vouchers as you like.
Is it possible to refund gift vouchers?
Unfortunately, it is not possible to pay out the credit in cash.
If you send items back to us, we will use the voucher as credit, which you can redeem for your next order. You can find your credit in your customer account under “My credit”.
What can I do if I can no longer find the voucher code?
You can have the code sent to you again under “My vouchers and my credit” in your customer account.
If you received the code as a gift, it will be in the customer account of the person who gave you the voucher.
Dealer | B2B & wholesale
How can I create a B2B or merchant account?
Please go to our Dealers | page B2B & wholesale.
Track your order
Here you can track your orders and find updates.
Any questions? Contact us
Please contact us using one of the methods listed below. We look forward to hearing from you.