Shipping & Returns Information

FOU SHIPPING

FOU fuera de LO COmún uses Interrapidísimo for nationwide deliveries and FedEx for international shipments. FOU may charge flat shipping fees to a given address. The rates (VAT included) are as follows:

• International deliveries – international shipping charges will depend on the quote made by the logistics provider, taking into account the taxes of each country, among other factors.

SHIPPING METHODS

Each shipping method has its own policies and costs, which will depend on both the method and your order.

When you make your purchase through the website, you will be asked to select a shipping method for your product(s), and before finalizing the order, the total shipping costs will be calculated automatically.

When you make your purchase through our social media platforms (Instagram, WhatsApp, Facebook), you will be asked to indicate a shipping method for your products, and the total shipping costs will be given to you at the time of payment.

DELIVERY TIME

• International shipping: Your order should arrive within five to eight business days from the order date.

Please note that delivery times may vary depending on the transport companies, routes, and other external factors beyond the company’s control.

*Delivery is only made on business days (Monday to Friday). For orders placed on non-business days or the day before a public holiday, the delivery time will be extended by one to two additional business days.

SHIPPING RULES AND RESTRICTIONS

• Orders are shipped only on business days, Monday through Friday, excluding national holidays in Colombia.
  
  

• We cannot deliver to P.O. boxes.
  
  

• All deliveries will include shipping information and the corresponding receipt.
  
  

• We do not refund shipping costs charged by the logistics operator in the case of product returns.
  
  

For any inquiries, please contact our customer service line at +57 318 708 90 07.

If we encounter logistical difficulties when shipping to certain remote areas, we reserve the right to cancel your order and/or apply additional terms and conditions to that order (including, without limitation, a minimum order amount). Our customer service team will notify you of the cancellation and/or application of these conditions as soon as possible after you place your order.

TRACKING YOUR ORDER

You can track your order by accessing your order history in “My Account.” Go to the details of the order you wish to track and click the tracking number in the "Details" column. You will be redirected to the transport company’s website, where you can find the most accurate information about your order.

Keep in mind that until the transport company updates its system with your order information, you will not be able to track it online. Therefore, it is possible that tracking information will not be available when we provide the tracking link the day after you placed your order. However, carriers typically update the information one business day after we send the link. If the information is still not available, please contact us at +57 318 708 9007 so we can give you the correct details about your order.

Some orders are packed in more than one package. Each package will have a unique tracking number.

ORDER HISTORY

To view your past orders, go to "My Account" and select "Order History."
You must log in with your username and password.
Otherwise, contact us at +57 318 708 9007.

RETURN & WARRANTY POLICY

Dear Customer,
To request an exchange and/or warranty, please keep your receipt, as it allows us to provide you with faster service.

EXCHANGES:

1. You have 30 calendar days from the purchase date to request an exchange. After this period, you will NOT be able to request exchanges.
   
   

2. For online product exchanges, you have 30 calendar days from the delivery date of your order. After this period, NO exchanges can be made.
   
   

3. Exchanges are allowed as long as the items have not been used, damaged, or previously exchanged under the reasons above.
   
   

4. The product must be in its original condition, with ALL its tags (internal, external, and original packaging).
   
   

5. Products or accessories on sale and/or clearance CANNOT be exchanged.
   
   

6. The value recognized in an exchange is the price paid at the time of purchase.
   
   

7. Customers will receive an immediate response at any of the brand's stores in Medellín. The exchange can be made for any product of the customer’s choice, as long as it is available in-store. NO refunds are made, and if the new item is of higher value than the previous one, the customer must pay the difference.
   
   

8. If the customer prefers to process the exchange online, they can submit the request by contacting us here: https://wa.link/30dbdo and selecting option 5.
   
   

9. No exchanges are allowed for: products with any type of alteration, underwear, socks, accessories (caps, fisher hats, scarves and pashminas, pins, towels, screen prints, planners), or any other personal-use items.
   
   

WHO COVERS THE SHIPPING COSTS FOR AN EXCHANGE?
Shipping and return costs must be covered by the customer, who may send the item through any logistics operator of their choice.

HERE ARE THE SHIPPING DETAILS 🛸:
Name: Fou fuera de LO COmun
Tax ID (NIT): 900664028-1
Address: Transversal 39a # 70a 73
Neighborhood: Laureles
City: Medellín

Our customer service team is available to help with your exchange process. Do not hesitate to contact us for any questions or comments at +57 318 708 90 07 (Monday to Friday from 8:00 a.m. to 5:00 p.m. and Saturdays from 10:00 a.m. to 4:00 p.m.), or email us at comercial@fou.com.co.

WARRANTY

1. Textile products and fabric accessories have a 60-calendar-day warranty from the date of purchase. Damages caused by normal wear and tear, personal habits, negligence, or improper product use, as well as scratches, scuffs, or chemical damage, are NOT considered warranty issues.
   
   

2. This warranty does NOT cover damage from accidents, improper care, negligence, or natural wear and discoloration over time, nor tears, rips, holes, or burns caused by improper use.
   
   

3. If the product you purchased shows any manufacturing, quality, or suitability defects—and you have followed all care instructions—and the warranty period has not expired, you may visit any brand store where the purchase was made to submit your warranty claim. It will be handled in accordance with the rules established in Title III, Chapter I of Law 1480 of 2011 – Consumer Protection Statute, External Circular 018 of July 22, 2011 of the Superintendency of Industry and Commerce, and Decree 735 of 2013.
   
   

Laureles Store 🛸 Circular 4 # 70-62 – Medellín
Provenza Store 🛸 Carrera 35 # 8a-44 – Medellín

5. To analyze a product’s defect, it must be clean. By law, dirty products will NOT be accepted.
   
   

6. FOU FUERA DE LO COMUN S.A.S. will not be responsible for any compensation related to direct, special, incidental, or consequential damages resulting from any product. Likewise, it is not responsible for illnesses or medical conditions caused by improper use of the products.
   
   

7. No exchanges or warranties will be accepted for products purchased in other countries or from third parties who are not our stores or online channels.
   
   

8. If you wish to request a warranty online, contact us here: https://wa.link/30dbdo and select option 5.
   
   

ARE NORMAL WEAR OR TEARS COVERED BY THE WARRANTY POLICY?

The FOU fuera de lo comun® warranty period covers manufacturing defects in materials and workmanship but does not cover normal wear. Natural and inevitable damage from normal use—such as fading, abrasion at cuffs, pockets, or the inner thigh caused by friction while walking, or other common imperfections materials develop over the years—will NOT be covered.

WHAT DAMAGES ARE NOT COVERED BY THE WARRANTY?

Our warranty policy does not cover damage caused by accidents, improper care, negligence, natural wear and/or discoloration, or any external factor unrelated to product manufacturing that typically occurs over time or through overexposure. Examples include:

• Snags, scratches, tears, and rips
  
  

• Improper washing or drying
  
  

• Wear from normal use or abrasion
  
  

• Natural discoloration
  
  

• Burns
  
  

• Stains
  
  

• Chemical damage to fabrics
  
  

• Buckle and zipper damage due to external factors
  
  

IMPORTANT

Tone, texture, or grain variations that are characteristic of handmade screen printing are not considered warranty issues.
Stains caused by improper cleaning methods or by liquids/products other than those recommended are also excluded.

USE INSTRUCTIONS

FOR GREATER DURABILITY, WE RECOMMEND:

1. Hand wash:
   If you prefer, hand wash with lukewarm water and mild detergent, then rinse thoroughly.
   
   

2. Washing machine:
   If using a washing machine, choose a delicate or whites cycle depending on the fabric and color. Wash garments of similar weight together—for example, do not mix T-shirts with jeans.
   
   

3. Water temperature:
   Lukewarm or cold water is best to prevent shrinkage and fading.
   
   

4. Separate colors:
   Wash colored garments separately; do not mix white with black or colored clothing.
   
   

5. Detergent:
   Use a mild detergent. Avoid bleach and strong chemical products. Avoid coconut soap or neutral soap—choose a safe option suitable for most garments.
   
   

6. Fabric softener: DO NOT use softener. Here are 3 reasons:
   
   

• Sportswear: Softener can create a film that prevents the fabric from breathing properly, causing odors.
  
  

• Towels: Softener reduces absorption, making them less effective.
  
  

• Cotton and other fibers: Some softeners contain chemicals that can damage fibers over time.
  
  

7. Drying:
   Do not use a dryer, as it can shrink or damage the fabric.
   Dry away from direct sunlight.
   Hang garments immediately to minimize shrinkage.
   
   

8. Do not soak:
   Prolonged soaking, especially with detergent, can weaken fabric fibers, making them more likely to break or deteriorate—especially cotton.
   Printed or brightly colored fabrics may lose color if soaked for too long.
   Garments with metal components like snaps or buttons may rust when soaked.
   
   

9. Not suitable for high-performance or extreme sports:
   We know you want to wear FOU everywhere, but our garments are not designed for extreme or high-performance sports, as they lack the necessary technology.
   
   

10. Better if washed inside out:
    Turn garments inside out to protect colors and the fabric surface, especially for knits, crochet, or embroidered items.
    
    

IMPORTANT:
Products made from materials such as cotton + wood cellulose, silk, linen, or viscose are DELICATE! These require gentle cleaning.

For garments with buttons or zippers such as shirts, jeans, pants, or shorts:
Fasten buttons to prevent snagging and zip closures to avoid abrasion.

WILL MY PRODUCT BE REPAIRED OR REPLACED?

If your FOU® product has defects due to manufacturing faults or premature material damage, our first option will be to repair it at no cost. If the product cannot be repaired, or the repair cost exceeds the product’s commercial value, we will replace it.

Our product replacement times—from when we receive it until it is returned to the customer—can vary from 7 to 15 business days. In some cases, we may process a replacement from one day to the next, and in others it may take longer. During sales seasons, replacement times can exceed 15 days.

WHO PAYS FOR SHIPPING TO RETURN THE PRODUCT TO QUALITY CONTROL?

FOU fuera de lo comun® covers the shipping cost to bring the product to our main headquarters, as well as returning the product to the customer.

If you have further questions, contact FOU Customer Service at comercial@fou.com.co.