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 in London should be able to better assist you. You may contact that store via email (london@fresh.com) or on +44 207 486 4100 by phone for information on placing an order to be shipped to you internationally.


Q: CAN FRESH SHIP TO PO BOXES/APO/FPO ADDRESSES?


A: Fresh ships via UPS and Fed Ex which cannot deliver to PO Boxes.


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 1 800 FRESH20 (1 800 373 74 20) from 9am -5pm EST Monday – Friday.


Q: 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:

If you are not completely satisfied with your Fresh purchase or gift for any reason, you may return the unopened or gently used product to a Fresh store within 60 days of purchase with your original purchase receipt for an exchange or store credit. Store credits may only be used for purchases in Fresh stores. A Fresh Gift Card cannot be returned or redeemed for cash (except for where required by law).


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


Returns to Fresh.com:

You may return any unopened or gently used Fresh.com purchase within 60 days of purchase by contacting us at returns@fresh.com or 1-800-FRESH20 (1-800-373-7420). We will provide you a return authorization number as well as shipping instructions for your return package. Return shipping and handling charges are your responsibility unless the return was a result of our error or the product was damaged or defective. If you receive products in a Fresh.com purchase that are damaged or defective, please refer to “Damaged or Defective Products” section below.


When you send us your return package, please include the return authorization number that we have provided you. We suggest you ship via a traceable service to ensure delivery. You may choose, upon our acceptance of your return, to have the price you paid for the product either refunded to the original purchaser’s method of payment (i.e., we will only credit the debit or credit card used to make the original purchase) or applied to the purchase of products from Fresh.com of equal or greater value. Your original shipping and handling charges will not be refunded.


Damaged or Defective Products:

When your Fresh.com 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 immediately at returns@fresh.com or 1-800-FRESH20 (1-800-373-7420). Please provide the order number along with your email address and phone number for fastest service. To ensure prompt resolution, please keep the original shipping package and the damaged or defective product for inspection. If, after having examined the product, we confirm that it is damaged or defective, we will provide you instructions for returning the damaged or defective product to us at our expense and issue a refund for the price you paid for the product to the original purchaser’s method of payment. 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 accounts@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 department (pr.intern@fresh.com)


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