FAQ

Frequently Asked Questions


We always would like your shopping experience to be enjoyable from start to finish.

To ensure this, we are at your disposal to answer any questions you might have about our products and the process. Below you will find the most frequently asked questions we receive from our customers and friends.

If you need further clarification or do not find the answer to your question, please send an email to [email protected]. We are committed to respond promptly to ensure your experience with us is a positive one.

How do I place an order?

The process is simple!  When you find an item you want to buy, simply click on the "Add to basket" button below the product image or the description page for that product.

How to check the contents of my shopping cart?

The shopping basket button shows the number of items you have already chosen. You can check them at any time by hovering over the button or, for more details, clicking on it.

How can I remove a product from my shopping basket if I decide I do not wish to purchase it?

If you decide to remove an item from your basket, simply click on "Remove" below the product photo or the x button on the right. You can also adjust the quantity of any product in your shopping basket by clicking the or - buttons or enter the new quantity.

Where's my order?

If you placed your order more than 10 days ago and would like to know the status of it, please send an email to [email protected]. Please include your name, order number and email address. A member of our customer service team will send you a response with the information about your order, such as when it was or will be sent and the delivery forecast.

What forms of payment are accepted?

After you click Checkout, you'll be directed to the payment page. This page will show you all the cards and / or other forms of payment accepted in your country and / or region. If you have any questions, please email to [email protected].

When can I expect my order to arrive?

On average, orders arrive at the destination address in 2-3 weeks. Any exception will be explicitly written on the product description page. Any unexpected issues after your item has been sent, will be informed immediately by email.

How do I return an item?

If you are not satisfied with your order, you can return it up to 30 days after the delivery date. You will need to send an email to [email protected] explaining the reasons for the return. If the problem is on our side, we will provide a way for you to return it free of charge. You can exchange the item or obtain a store credit. If you are not satisfied for another reason, you will need to cover the shipping costs for the return. We will always try to provide the best possible solution for our customers.

Can I cancel or modify my order?

Yes, although your request is immediately sent to our fulfillment center. That is, cancellation or modification is only possible if the order has not yet been sent. If this has already occurred, you will have to use the return instructions. If you have any questions, please email us as soon as possible at [email protected].

Discrepancies in prices and cancellation of orders

TheFOB reserves the right to cancel an order at any time before it has been dispatched and refund the amount charged. This can occur if one or more of the following conditions are met:

1. Error in product price. If for some reason we find that the price shown is lower than the correct price, we will contact you to discuss whether you accept the price or prefer to cancel the order. In case the price is higher than the correct price, we will reimburse you the difference.

2. Inappropriate use of gift cards or promotion codes. If you are not sure how to use these these, please email us at [email protected] before completing your order.

3. The purchase was declined by your payment method.


Are taxes applied on the sale?

It will depend on the nature of the product and the law of the country of delivery. In cases where such charges are applied, you will be informed of the amounts and they will be charged on delivery by the carrier companies.

Are orders sent to PO Box Addresses?

No. Deliveries are made exclusively to physical addresses.

If I enter a wrong mailing address, can I resend my order?

Once we acknowledge the return of your order through our carrier we will resend your order as long as we have the product in our stock. It is important to note that some products are one-of-a-kind pieces. If this is the case  we will inform you by email.

Can I ship my order outside of my country?

Yes. TheFOB is proud to deliver its orders in 220 countries. See the list of countries where delivery is available here.