Help and Customer Service

FAQ.

General information

What do I need to become a Fumée customer? You have to register as a user on our website and complete the fields in the LOGIN section, in order to place an order in our online store. Once you have registered, you can check the history of your account at any time.

I have forgotten the password to my Fumée account. How can I get a new one? Please email customerservice@fumee.com
How can I place an order with Fumée? To place an order, please select the products and quantities you want and add them to the basket. You can review your shopping basket before completing your order.
How will I know if my order is being processed?All products are subject to availability. If the item(s) that you have ordered are not available, we will contact you as soon as possible. If the products are available, you will receive on automatically generated email providing information on the preparation status of your order.
How can I get in touch with Fumée customer service?To contact our Customer Service, you can send an email to info@fumee.com

Our Product

What should I do if I cannot find the style, color or size that I’m looking for?The colors and sizes available in the online shop reflect what we currently have in stock. Contact info@fumee.com if you have questions about specific products.
How do I find the right size?There is a size chart on each garment with body measurements. You can also find all size charts and instructions how to choose the right size here. If you need assistance, contact our customer service via email to info@fumee.com.

Price and Payment For My Fumée Products

What are Fumée pricing regulation?Please note that all our prices are in CAD. Fumée reserves the right to modify these at any time. This will not affect your statutory rights. Shipping costs and customs duties are not included in the price.
What are the accepted payment method? We accept Visa, MasterCard, and PayPal.
What can I do if I have any problem regarding payment? Please contact our customer service via email to info@fumee.com.

DELIVERY OF MY Fumée PRODUCT

What are the delivery costs? When can I expect to receive my order? For international orders, flat rate of 10 CAD per order will be offered for door delivery. Free worldwide shipping is available on any single purchase of over 150 CAD. Free shipping for all local orders from Vancouver. Please contact us info@fumee.com for more details.
What is Fumée’s delivery policy? All Fumée items can be shipped internationally by using FedEx with a tracking number.PO Box address is not accepted for delivery address. The delivery of your order will be made to the address stated in the order that you have placed. Fumée will not be liable for any delay or failure to deliver the item due to incorrect address information.
Orders will be delivery within 2 - 10 working days. However, please note that deliveries may take longer than this during busy periods like sales period or due to circumstances beyond our control, such as disruptive weather.

Fumée will not be liable for any non-compliance or delay, which is beyond our reasonable control. All delivery times are based on working days and are to be used as a guide only. If you have not received the Item ordered within 10 working days, please contact us info@fumee.com.

Do you ship to my country?Fumée sells its products all around the world. However, please be aware that customs duties and import fee are not included and have to be paid to the courier upon delivery of your product.
Do I have to pay international taxes and duties?Once shipment reaches your country, import duties and taxes may be added on your order. Fumée cannot control and is not responsible for any duties/taxes applied to your package upon delivery. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information.
What should I do if my order is missing?Contact us at info@fumee.com. and we will sort it out for you.

RETURN AND EXCHANGE

When can I return or exchange items to Fumée?We want you to be happy with your purchase. However, if you do not like the product you ordered and you wish to return it, we accept return and exchange of Fumée product. Under those circumstances you are responsible for the return shipping costs.
Can I return or exchange the products bought from Fumée?Fumée accept return and exchanges within 14 days after you receive your order. For more detail, please check the section of ‘Delivery & Return’ .
What happens if Fumée has made a mistake regarding my order? If Fumée has made a mistake regarding your order (ie. wrong size/reference, the item is defective), please contact us as via info@fumee.com as soon as possible. We will normally get in touch within 3 working days and we will arrange the return.
Can I get a refund?Once the return has been approved, there are two options for getting a refund: 1.You can request a credit note, the amount of which will be credited to your account and will be available to use during your next purchase. This credit note can be found under ‘Your Account’ > ‘My Credit Slips’. The amount accumulated in your credit note will be available for a period of six months. 2.You can request that the amount be refunded via the same payment method used when making the purchase. Please note that the time it takes for the money to be refunded to your account depends on your bank.
Can all products be returned or exchanged? We do not accept return or exchanges during our sale period. Sale items cannot be return or exchange.