Start by comparing the order confirmation with the shipping information. Check whether the problem is an item missing from a delivered package, a shipment that has not arrived, or the wrong product.
If the shipment is delayed
Read the latest carrier update and check for a delivery appointment or request for information. Confirm that the phone number and address are correct.
Send FUJA your order number, tracking or booking reference, expected delivery information and the latest carrier message. Delivery dates are estimates, so the order needs checking before the cause or next step can be confirmed.
If tracking says delivered
Ask anyone authorised to receive the goods whether they accepted them. Check the delivery address and available proof of delivery. If the shipment is still missing, contact FUJA so we can follow up with the carrier.
If an item is missing or wrong
Keep the packaging and labels. Compare the items received with the order confirmation and packing information. Photograph the contents, product labels and parcel label.
Report the difference promptly. Include the exact item and quantity ordered and what arrived instead. Do not use an incorrect item or send it back before receiving instructions.
If the issue is damage
Follow the Shipping Policy reporting times: visible damage within 3 calendar days, and damage hidden inside the machine crate within 5 calendar days of delivery. Keep the crate and pallet until the claim is resolved.
FUJA may need photos, video and carrier documents before confirming a replacement, exchange or refund. Use Contact Us and review the Return and Refund Policy.
