FAQs
Where can I find my order number or tracking number?
You can find your order number in your order confirmation email. Once your order has shipped, you’ll receive a separate shipping confirmation email containing your tracking number.
If you can’t find either email, please check your spam or junk folder. If it isn’t there, it’s likely that no email address was provided during checkout, so please contact us at info@fragolabrand.com and we’ll be happy to assist you.
How long does shipping take?
Our products are shipped from Europe within 24 to 72 hours after your order is placed. Once your order has shipped, the estimated delivery times are:
- USA & Canada:
Economy Delivery: 4-7 business days
Express Delivery: 3-4 business days
- Central & Northern EU:
Economy Delivery: 2-4 business days
Express Delivery: 1-3 business days
- UK & Ireland:
Economy Delivery: 3-5 business days
Express Delivery: 1-3 business days
- Rest of Europe:
Economy Delivery: 4-7 business days
Express Delivery: 1-3 business days
- Asia-Pacific & Oceania:
Economy Delivery: 6-10 business days
Express Delivery: 2-3 business days
- Rest of the World:
Economy Delivery: 7-14 business days
Express Delivery: 2-5 business days
These estimates begin once your order has been shipped and do not include the 24-72 hours preparation period.
Delivery times are estimates and may occasionally be affected by customs processing, local courier delays or other circumstances outside our control.
Why hasn’t my tracking updated?
Tracking may take a little time to update after your order has been shipped. Updates may also pause while your package travels between countries, clears customs or is transferred to the local courier responsible for final delivery. This is completely normal and does not usually mean that your package has stopped moving.
If your tracking has not updated for an unusually long time (5-6 business days), please contact us and we’ll be happy to check it for you.
My tracking says delivered, but I haven’t received my package. What should I do?
- Check your mailbox and entrance area — couriers sometimes leave packages without ringing.
- Ask neighbors or building staff.
- Look for a delivery note or contact your local courier.
- Still missing? Reach out to us with your order and tracking number and we’ll assist you further.
What if my order appears to be lost in transit?
If your order appears to be lost in transit, please contact us at info@fragolabrand.com. We’ll investigate the shipment with the courier. If the package is confirmed as lost, we’ll arrange a free replacement or refund for you.
I entered the wrong shipping address. What can I do?
If your order hasn’t shipped yet, please contact us immediately and we’ll do our best to correct the address. Once an order has shipped, we cannot guarantee that the address can be changed. We recommend contacting the local courier to request an address correction or redirection, if available.
How do I return my order?
You can request a return within 14 days of receiving your order, provided the item is unused and in its original packaging. Please contact us at info@fragolabrand.com and we’ll send you the return instructions. You can also visit our Return Policy for more information.
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