Customer Service Policy
If you have a question about any aspect of your order or our website, our customer service representatives are available to help you:
Our office hours are 09:00 to 17:00h CET (Central European Time).
We usually answer any requieries within four (4) hours of receival, but within office hours.
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 and can be called under: www.post.ch
Shipping Time Estimated delivery times are as follows:
Switzerland / Liechtenstein: Within 2 working days
EU: within 3-5 working days
Abroad: within 7 to 14 working days
Shipping CostsShipping 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 Swiss Post TNT 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.
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, Russian Federation, 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 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 refund you with a gift voucher. 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 firstname.lastname@example.org. 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
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.
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.
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.
hould 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-shop.com
Liability and risk of loss the gift voucher. Likewise, On Vogue does not accept any liability for the loss, theft, misuse or delayed delivery (e.g. due to technical problems) of the gift vouchers.
Fraud On Vogue 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.
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”.