SHIPPING & RETURNS

POLICY

What to do when its not quite right…

 Fos Market is committed to delivering products that satisfy our clients. In fact, all our products are items our team would use personally, therefore are committed to ensuring all expectations are met.

We work with suppliers around the world to source high quality products the align with our values. Our suppliers typically ship order within 1 to 5 days of receiving an order. From that point, it usually takes 10-20 days for items to arrive. Shipping durations are also dependant on where in the world you’re located and the current global situation in relation to Covid-19.

Free International Shipping to 60+ Countries
Fos Market ships to the following countries, free of charge:

Australia, Austria, Belarus, Belgium, Botswana, Bulgaria, Burkina Faso, Cambodia, Canada, Christmas Island, Cocos (Keeling Islands), Croatia, Czech Republic, Denmark, Eritrea, Estonia, Finland, France, Georgia, Germany, Greece, Guernsey, Hong Kong, Hungary, Iceland, Indonesia, Ireland, Israel, Italy, Japan, Kazakhstan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Nigeria, Norway, Poland, Portugal, Russia, Saint Barthélemy, Saint Martin (Dutch part), Singapore, Slovakia, South Georgia & South Sandwich Islands, United Kingdom (UK), Spain, Sweden, Switzerland, Taiwan, Thailand, Timor-Leste, Tonga, Turkey, Tuvalu, Ukraine, United Arab Emirates, United Kingdom (UK), United States (US), Zanzibar North, (Tanzania), Zanzibar South (Tanzania) and Zanzibar West (Tanzania).  

As soon as your product ships, you’ll receive a tracking notification via email, allowing you to know the status of your order at all times. You may also track and view the status of your order here.

Our policy is valid for 14 days. If 14 days have lapsed since you have received your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.


Change of Mind

If you change your mind or do not like the goods received, you may return them for a store credit or refund. You will be responsible for paying for your own shipping costs when returning your item due to ‘Change of Mind’. 

Item(s) Damaged or Faulty
If your goods received are damaged or faulty, you are entitled to an equivalent of the same product(s) or a refund. Please note that images showing the damages or faults will need to be provided.

Wrong Item Received/Item Not as Described
Although we do our best to correctly fulfil your orders, using quality control measures and processes, we are human and although we try our best, we may get it wrong.

If you have received the wrong item(s), you are entitled to one of the following options:

  • An exchange for the item you had originally ordered
  • A store credit for 110% of the purchase price (our way of saying sorry)
  • A refund 

You may submit your request here. Once verified, a return address label will be emailed to you. You will need to print and include these with your package.

Item(s) Missing from my Order/Goods not Received
Our products are sourced from a select number of suppliers therefore we cannot guarantee that all your items will be shipped in one package. Please allow up to a maximum of 45 days for your items to arrive. If you still haven’t received all your items, please submit an enquiry via the Contact page so our team can investigate further.

Return Exemptions
Several types of goods are exempt from being returned. Products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases, some health and personal care items cannot be returned.

To complete your return, we require a your order number/receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain circumstances where only partial refunds are granted, these include:

  • Items with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is shipped more than 14 days after delivery (tracking to be provided)

 Exchanges

In the case of items being damaged, faulty or are not as described you may exchange it for the same item or receive a refund by submitting your request here. Once verified, a return address label and return slip emailed to you. You will need to print and include with your package.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Late or Missing Refunds
If you haven’t received your refund, check your bank account.

Next contact your bank or financial institution. Due to the international handling and processing of funds, it may take some time for refunds to appear in your account. Please allow up to 21 days for funds to clear.

If you’ve done all of this and you still have not received your refund yet, please contact us via the Contact page.

How to Return your Item(s)
If you meet the above-mentioned criteria, you may submit your request here. Once verified, a return address label and return slip emailed to you.

  1. Download and print the returns label.
  2. Pack your item(s) in the original packaging
    Your item(s) must be unused and in their original packaging. Branded packaging (e.g boxes) must be in its original condition.
    You can use the original packaging to pack your return. Make sure you remove or cover any old labels, then seal your parcel securely.
  3. Insert your Return Slip in the delivery box or satchel
  4. Tape Return Address Label securely to your parcel.
  5. Take it to an authorized drop-off location and ship.
  6. You will receive an email as soon as we receive your items and when a refund is issued.

    Shipping
    Unless stated in your ‘Return Request’ results, you are be responsible for paying for your shipping costs for returning your item(s). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless item was receieved faulty or damaged.

    • Depending on where you live, the time it may take for your returned item to reach us, may vary. 
    • Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 
    • If you are shipping items with a value over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.