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FAQ

How to check product availability in the store?

Information on the availability of each product is included in the product card. If you need to order more pieces of a given product or have questions, please complete our contact form.

How can I check the status of my order?

Information about the order status is sent to the customer’s e-mail. If you buy from us as a logged-in customer, you can also check the status of your order in your customer panel.

Is it possible to pick up the order in person from the store?

Yes, please contact us after placing an order via email to orders@fakrousa.com or call 630-543-1010
Once confirmed, you will be able to pick up your order at FAKRO America LLC, 39 W. Factory Rd, Addison, IL,

Can I cancel my order?

YES, at early stage as long as the order was not shipped out. To cancel the order you can contact us via email to orders@fakrousa.com or call at 630-543-1010.

What should I do if the product I ordered arrived damaged in transit?

1. Accept delivery.
2. If possible, make a note about damage on delivery documents.
3. Inspect received order and photograph any damage (details below).
4. Contact us within 24 hours by email to: orders@fakrousa.com or by phone at 630-543-1010.

Small Parcel Shipments (UPS, FEDEX OR USPS): Please inspect the shipment and take photos of any visible damage done to the shipping box. Take photo documentation of any damage. Open each box and inspect the product for concealed damage. Take photo documentation of any damage and notify FAKRO within 24 hours of shipment being delivered.
Pallet Shipments: Please inspect the shipment visually and take photos of the shipment before signing the Bill of Lading (hereafter, “BOL”). Please make a note on BOL such “damaged packaging” or “product received damaged” if you discover the damage upon delivery. Regardless if shipment looks damaged or in perfect condition, please inspect received products. If for any reason you are unable to inspect the order upon delivery, please make a note “subject to inspection” on BOL and inspect the order as soon as possible but no later than 24h after delivery.
All boxes should be opened to check for a damage and to make sure all pieces were received. If you decide to bypass shipment’s inspection within 24h from delivery it will be assumed that products arrived in good condition and may result in a denied credit.

Do products sold in the FAKRO store come with a warranty?

Yes, each product from our store comes with a warranty. Its duration depends on the product type. Warranty information can be found in the product card or in the Warranty tab.

What should I do if the product I ordered does not work as it should or is not as described?

It is possible to make a complaint. If the fault is on our side, we provide a refund or free product replacement.

Can I return the purchased product?

Yes, it is possible to return the purchased product up to 30 days from the date of delivery.
Please note, that all returns are subject to a 15% restocking fee. If the product(s) has not been returned to us in original, undamaged packaging and/or if we find that the product has been damaged additional fees will apply.

I don’t want to register in the store. How can I order products?

You can place your order without registering in the store. However, you will not be able to check the status of your order in your customer panel. By registering in the FAKRO online store you can enjoy more benefits:

place orders more conveniently and quickly
track the status of your delivery
use discounts
add products to favourites
enjoy special offers just for you