FAQ's

Frequently Asked Questions

Last updated: 17 September 2026

Welcome to the Fruktos FAQ page. Here you can find answers about ordering furniture, delivery, payment, returns, refunds, and customer support.

Orders

What products does Fruktos sell?

Fruktos sells furniture and related home products to customers in the United Kingdom. Product pages provide information about the item, including available options, dimensions, materials, colour, and included parts.

How do I place an order?

To place an order:

Select the product and any available options.
Add the product to your basket.
Review the product details and quantity.
Enter your billing and delivery information.
Review the delivery charge and total price.
Complete payment through PayPal.
Wait for your order confirmation email.

Please check your delivery address carefully before submitting your order.

Will I receive an order confirmation?

Yes. After your payment has been successfully confirmed and your order has been accepted, we will send an order confirmation to the email address you provided during checkout.

If you do not receive an email, check your spam or junk folder. You can also contact us at info@fruktos.co.uk.

Can I change or cancel my order after placing it?

We may be able to make changes before the order is processed or dispatched, but changes are not guaranteed. Once an order has been dispatched, you may need to follow the cancellation or return procedure in our Return and Refund Policy.

Custom-made, personalised, or made-to-order furniture may have different cancellation rules.

Payment

What payment methods do you accept?

Fruktos currently accepts PayPal only.

Depending on your PayPal account and eligibility, PayPal may allow you to pay using your PayPal balance, bank account, debit card, or credit card. The payment options available are controlled by PayPal and may vary.

Do I need a PayPal account to pay?

PayPal determines whether guest checkout or card payment without a PayPal account is available for your transaction. If PayPal offers that option, you may be able to pay using an eligible debit or credit card without creating an account.

If guest checkout is not available, you may need to use or create a PayPal account.

Is payment secure?

Payments are processed through PayPal. Fruktos generally does not receive or store your full card number or PayPal password.

Never send your PayPal password, security code, or full card details to Fruktos by email, telephone, social media, or message.

What currency do you charge?

Fruktos charges in pounds sterling (GBP).

If your PayPal account or payment method uses another currency, PayPal may convert the payment and apply its own exchange rate or currency-conversion charge. Please review the final amount shown by PayPal before confirming payment.

Why is my payment pending or declined?

A payment may be pending or declined because of PayPal verification, your funding source, account limitations, insufficient funds, security checks, or other reasons determined by PayPal.

Check your PayPal account or contact PayPal for assistance. If payment is not successfully confirmed, we may not be able to process your order.

Delivery

Where does Fruktos deliver?

Fruktos currently delivers furniture to addresses within the United Kingdom.

We do not currently offer standard delivery outside the United Kingdom. Customers outside the UK should contact us before placing an order to ask whether an alternative arrangement is available.

How much does delivery cost?

Our standard delivery charge is £10.00 GBP per order.

The applicable delivery charge and total order price are shown during checkout before you complete payment.

How long does delivery take?

Orders are normally processed and prepared for dispatch within 1 to 2 business days.

After dispatch, estimated carrier transit time is 3 to 5 business days.

The estimated total delivery time is therefore 4 to 7 business days, excluding Saturdays, Sundays, and UK public holidays.

Delivery estimates are not guaranteed dates. Carrier disruption, severe weather, public holidays, access problems, and other circumstances may cause delays.

Will I receive tracking information?

Where tracking is available, we will send dispatch or tracking information to the email address provided with your order.

Tracking may not become active immediately after dispatch. If tracking is unavailable for a particular delivery service, we will provide relevant dispatch information where applicable.

What should I do if my order is delayed?

If your order has not arrived by the end of the estimated delivery timeframe, contact us at info@fruktos.co.uk.

Please provide your order number and delivery address. We will review the order and investigate with the carrier where appropriate.

What happens if I am not available for delivery?

The carrier may attempt delivery again, leave delivery instructions, or return the item to us.

For furniture deliveries, please make sure that someone is available to receive the order and that the delivery address is accessible. Additional re-delivery charges may apply where the failed delivery results from an incorrect address, unavailable recipient, or access problem for which the customer is responsible.

Does delivery include assembly?

Unless the product page specifically says otherwise, standard delivery does not include:

Assembly.
Installation.
Removal of existing furniture.
Disposal of packaging.
Placement in a specific room.
Specialist lifting or unusual access arrangements.

Please check the product description before placing your order.

What should I do if my furniture arrives damaged?

Take photographs of the outer packaging and the furniture as soon as possible. Then contact info@fruktos.co.uk with:

Your order number.
A description of the damage.
Photographs of the product.
Photographs of the packaging.
Delivery details, where available.

Keep the packaging until we have reviewed the issue. We will assess the damage and explain the available remedy.

Returns

What is Fruktos’s return period?

Fruktos offers a 30-day return policy. You have 30 days after receiving your item to contact us and request a return.

How do I request a return?

Email info@fruktos.co.uk within 30 days after receiving your item.

Please include:

Your order number.
Product name.
Date received.
Reason for the return.
Photographs where relevant.

Do not return the item before receiving return instructions from us.

What condition must an item be in to qualify for a change-of-mind return?

A change-of-mind return should generally be:

Unused.
Complete with all parts and accessories.
In its original condition.
Free from damage, stains, scratches, or excessive wear.
Properly protected for return.

Furniture that has been assembled, used, modified, or damaged may not qualify for a full voluntary return refund.

Can I return assembled furniture?

Assembled furniture may not qualify for a change-of-mind return because assembly or use may reduce its value.

This does not affect your legal rights if the item is faulty, damaged, incorrect, or not as described.

Are custom-made or personalised items returnable?

Custom-made, personalised, or made-to-order furniture may not qualify for Fruktos’s voluntary 30-day return policy.

Any applicable exclusion will be explained on the relevant product page before purchase. These items remain covered by applicable rights relating to faults, damage, incorrect supply, or misdescription.

Who pays return delivery costs?

For a change-of-mind return, the customer is normally responsible for the direct return cost unless we state otherwise.

If an item is faulty, damaged, incorrect, or not as described, Fruktos will handle return or collection costs in accordance with applicable law and our Return and Refund Policy.

Because furniture may be large or heavy, return collection costs can be significant. We will explain any expected cost before arranging a return.

Do I have a legal cancellation right for online purchases?

Consumers generally have a legal right to cancel most online purchases within 14 calendar days after receiving the goods. This is separate from Fruktos’s 30-day voluntary return policy.

Some products, including genuinely personalised or bespoke products, may be exempt where permitted by law. Your statutory rights are not affected.

How long does a refund take?

After a return is approved, we normally issue the refund through PayPal using the original payment transaction where possible.

For some returns, we may wait until the item is received or you provide evidence that it has been sent back. After we issue a refund, the time it takes to appear may depend on PayPal, your bank, or your original payment method.

Will I receive my delivery charge back?

For eligible statutory cancellations, the original standard delivery charge may be refundable. Additional charges for premium or express delivery may not be refundable where a standard delivery option was available.

For voluntary returns, refunds are handled according to our Return and Refund Policy and applicable law.

What if the product is faulty?

Contact us as soon as possible if the product is faulty, defective, damaged, incomplete, not as described, or not fit for its intended purpose.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction, or refund. Faulty-goods claims are handled separately from ordinary change-of-mind returns.

Can I exchange an item?

An exchange may be available depending on the product, stock availability, and reason for the request.

For faulty, damaged, or incorrectly supplied items, we will explain whether a replacement, repair, refund, or another remedy is appropriate.

Account and Privacy

Do I need to create an account to order?

If guest checkout is available, you may be able to place an order without creating an account. The available checkout options depend on the website and payment setup.

You must still provide accurate contact, billing, and delivery information.

How does Fruktos use my personal information?

We use personal information to process orders, arrange delivery, process payments, respond to enquiries, manage returns and refunds, prevent fraud, and meet legal obligations.

For more information, read our Privacy Policy.

Does Fruktos use cookies?

Our website may use essential cookies and, where applicable, analytics or advertising cookies.

You can manage non-essential cookie preferences through the cookie banner or your browser settings. Please read our Cookie Policy if one is available on the website.

Contact

How can I contact Fruktos?

You can contact us using the following details:

Phone: +44 7766 854757
Email: info@fruktos.co.uk
Business address: Flat 36 Witham Court, Thant Close, London, England, E10 5PJ
Customer service hours: Monday to Friday, 8:00 AM to 6:00 PM Greenwich Mean Time, London

For an existing order, include your order number so that we can assist you more quickly.