How can I cancel my order if it has already been shipped?
If your order has already been shipped, you cannot cancel it. You can follow the steps in the Returns/Cancelation section for the return process.
My order has been canceled, what can I do?
Your order can be canceled if it is deemed risky in our system or due to seller-related issues (such as product unavailability, etc.). In this case, you will be notified via SMS or email. If your order is canceled for any reason, your payment will be refunded to your account within 10 days.
Are the product prices inclusive of VAT?
Yes, all the products you purchase are sold inclusive of VAT.
Can I send my order as a gift to someone else?
Yes, you can always send the products you purchase to a different address and specify a different recipient under the same conditions.
Can I exchange the products I receive?
Due to stock limitations, exchanges cannot be made for purchased products. However, you can return a product within 14 days. You can follow the steps in the Returns/Cancelation section for the return process.
What should I do if the product I ordered arrives damaged or incomplete?
If there is any damage or if a product is missing in the shipment package or the product itself:
Open the products you ordered in the presence of the delivery person before accepting them.
If you identify any damage or missing items, create a damage report with the delivery person.
If you decide not to accept the shipment after checking the contents and quantity, you can obtain a return code using the easy return option on the order screen.
Return the product/box to the delivery person with this report and invoice.
If you have purchased a product that requires installation by a technical service, such as a refrigerator or washing machine:
Open the product in the presence of the technical service.
If the authorized service identifies any issues, you can return the product with a damage report.
Can I place my order through a consultant or representative?
On our website, you can only create an order under your own name; you cannot place an order through another member or person. However, you can still send your order as a gift to someone else.
Can I use my points for payment during the order placement?
Yes, if you are a member and have accumulated points, you can use your points for payment during the order placement, and you can even earn additional points from this purchase.
Can I have my order delivered to any location in UK?
Yes, you can have the products you purchase delivered to any location in UK. To do so, make sure you enter your address clearly and accurately and provide a phone number that the delivery personnel can reach you at.
How can I use my Fornium Club Points?
When you reach the "Payment Information" page while placing your order, you can see your Fornium-specific points under the "Fornium Points" row and your Fornium Club points under the "Use Fornium Club Points" row. You can use these points to cover part of your order payment amount. To use your Fornium Club points, you need to be a member of the Fornium Club shopping platform and make sure your Fornium Club is active in the "My Cards" section of your membership panel.
How can I access my orders?
If you have created an account, you can access the details of your orders by clicking on the "Login" button on the website where you made your purchase, logging into your account, and then going to the "My Orders" section. If you placed an order without creating an account, you can access your order details by clicking on the "Order Inquiry" tab at the bottom of the website and entering your order details.
My order has not arrived, what should I do?
If the store has shipped your order, any delay may be due to the courier company. You can track the status of your order using the courier tracking code provided to you via SMS or on the "My Orders" page in your account. If your order has not arrived and you need assistance, you can select the relevant product from the "My Orders" page and click on the "Ask a Question to the Store" button to contact the store.
How can I find the location of my order in shipment?
After the seller ships the product, they enter the shipment details into the system. You will receive the shipment information along with the order code via SMS. With this information or by using the order code on the product in the "My Orders" section of your account, you can track your order on the courier company's website.
Can I have my order gift-wrapped and include a gift note?
Unfortunately, on our website, we do not offer gift-wrapping services, and you cannot include a gift note with your order. But you can select the relevant product from the "My Orders" page and click on the "Ask a Question to the Store" button to contact the supplier and you can demand to have your order gift-wrapped and include a gift note.