FAQ

Q: HOW DO I VIEW OR ORDER PRODUCTS?

 

A: Please make sure your pop up control is disabled since all of our products are displayed in pop-up windows. Please consult your software help guide for disable instructions.

 

Q: WHAT IS FRESH'S POSITION ON ANIMAL TESTING?

 

A: We do not test our products on animals nor do we permit others to do so except where it is required by law. We are deeply committed to the elimination of animal testing and we are playing a leading role in developing alternative methods through our support of the “Fund for Alternatives to Animal Testing” in the United States and the Opal Program in France. Additionally, we are one of only a few companies to have invested in creating our own internal department to test raw materials and ingredients to further ensure the quality of our products and the satisfaction of our customers, which is our foremost priority. We are hopeful that alternative testing methods will be adopted worldwide and we will see an end to animal testing.

 

Q: HOW WILL I KNOW IF MY ORDER HAS BEEN RECEIVED?

 

A: After placing your order you will receive a web confirmation and also an email confirmation.

 

Q: HOW DO I CHECK THE STATUS OF AN ORDER I HAVE PLACED?

 

A: Log in, then to go to the "Order History" section (located on the left frame). You will see all your Fresh.com orders along with their status and UPS tracking numbers. If you are already logged in, click on "Your Account" (located on the top frame), then click on "Order History."

 

Q: HOW DO FRESH PROMO CODES WORK?

 

A: In addition to offering 3 free samples with every online purchase, Fresh.com occasionally gives you the opportunity to take advantage of other special offers, by entering promo codes upon checkout. These promo codes are available for online orders only and cannot be applied to previous purchases. Only one promo code may be used per order.

 

Q: DO YOU ACCEPT INTERNATIONAL ORDERS?

 

A: Our Fresh boutique should be able to better assist you. You can contact the store via email (ukcustomerservices@fresh.com) or on 0207 486 4100 for information on placing international orders.

 

 

Q: CAN FRESH SHIP TO PO BOXES?

 

A: Fresh does not deliver to PO Boxes. All Fresh deliveries require a signature.

 

Q: IS IT SAFE TO ORDER ONLINE?

 

A: Ordering from Fresh online is safe and secure. Once you click on "Order Review," you're on a secure server that uses Secure Socket Layer (SSL) advanced encryption technology. Your credit card information is encrypted when it is transmitted to us and is stored in a secure environment. SSL makes it virtually impossible for unauthorized parties to read any of the information you send us via the secure server. If you do not feel comfortable ordering online, we are happy to take your order via phone at 020 7486 4100 from 10am -7pm EST Monday – Saturday.

 

WHAT IS YOUR RETURN POLICY?

 

A: Fresh would like you to be satisfied with your purchase. If you would like to return a Fresh product, please see our return policy below for returns made to a Fresh store or Fresh.com.

 

Returns to a Fresh Store

For purchases made through a UK Fresh Boutique, you may return any unopened or gently used items within 14 days of purchase by bringing the product back into store with your original receipt.

For purchases in the UK, this return policy does not affect your statutory rights.

 

Returns to our Retailers

For purchases made through our retailers, please follow the retailer’s returns policy.  All purchases made through our retailers must be returned to the retailer:

For Harrods Returns Policy please refer to: https://www.harrods.com/en-gb/delivery-and-returns/returns

For John Lewis Returns Policy please refer to: https://www.johnlewis.com/customer-services/returns/our-refund-policy

For Fortnum & Mason Returns Policy please refer to: https://www.fortnumandmason.com/information/returns-policy

 

Returns to Fresh.com/UK


All purchases made through www.fresh.com/uk must be returned through www.fresh.com/uk. We are unable to accept online orders through a Fresh boutique or through any of our retail partners.

 

All returns must be requested within 14 days of delivery after the day on which you receive your order. Products must be returned to us within 14 days of the request and in a saleable condition so that we can process the return. All returned products must be unused and in their original packaging. Refunds will be processed within 14 days of receiving the goods back. We will process a refund after our warehouse has received the stock back. It will usually take 3-5 days from refund for your account to be credited however some payment providers and payment types can take up to 14 days to credit your account. Refunds will only be made to the original purchaser’s method of payment.

 

To request a return, please follow the below instructions:

 

1) Fill our Free Returns label included in your order marking what items you want to refund and select the applicable reason.

2) Pack your returns in the original packaging and attach the pre-paid Returns label to the outside of your parcel. We advise you obtain proof of postage when you post your return as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

 

If you choose to send your return through a courier not included in our Free Returns, then the cost of the return is the customers responsibility and Fresh will not reimburse for this cost.

If you have any refund and return queries please contact our friendly customer service team on ukcustomerservices@fresh.com.

 

Damaged or Defective Products


When your Fresh.com/uk order arrives, please inspect the package for any damage or defects. It is normal for the shipping package to show some wear, however, if you think a product in your shipment is damaged or defective, please contact us at ukcustomerservices@fresh.com. To return a damaged or defective product, please follow the instructions on the Returns process above. Your original shipping and handling charges will not be refunded, but any replacement for a damaged or defective product will be shipped to you free of charge.

 

Q: CAN I REQUEST SAMPLES?

 

A: Every Fresh.com order will be shipped with 3 free samples of featured products IF selected. Unfortunately, due to the large number of requests we receive we can only send samples with orders when available.

 

Q: HOW CAN I SELL FRESH PRODUCTS IN MY STORE?

 

A: To request an Application of Interest, please email ukcustomerservices@fresh.com.

 

Q: WHO CAN I CONTACT ABOUT CHARITABLE DONATIONS, SPECIAL EVENT SPONSORSHIPS AND FEATURING FRESH IN PUBLICATIONS?

 

A: Feel free to contact our Public Relations representative at Purple PR at 0207 439 9888.

 

Q: HOW DO I UNSUBSCRIBE FROM FRESH MAILERS?

 

A: If you would no longer like to receive Fresh mailers, please send your name, address, and email to mailpreferences@fresh.com