Help Center
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frequently asked questions
How do I view or order products?
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.
How will I know if my order has been received?
After placing your order you will receive a web confirmation and also an email confirmation.
How do I check the status of an order I have placed?
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."
How can I cancel or modify my order once it’s been placed?
We will do our best to accommodate your request.
When you submit an Order, you are offering to purchase Products from us at the prices indicated on the Website. All Orders for Products from the Website must be placed using the shopping cart facility provided on the Website. Once you have submitted your Order, you will no longer be able to cancel or modify any aspect of your Order.
Occasionally, orders or parts of an order are cancelled for various reasons. Some reasons are:
Item(s) are not available
Difficulty in processing payment information
Cannot ship to the address provided
By customer request
Purchase limits have been exceeded
If your order is cancelled, you will receive an email notice to advise you of the cancellation. You will not be billed for any cancelled items. If you have questions about a cancelled order, please contact our Customer Service or email us at enquiries.sg@fresh.com.
How do fresh promo codes work?
In addition to offering 3 complimentary 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.
Do you accept international orders?
We regret that we are currently unable to process and ship orders to destinations outside of Singapore.
Can fresh ship to PO Boxes/APO/FPO addresses?
We do not deliver to any PO BOX, hotel addresses and no-delivery zones.
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. In addition, we reinforce the security of payments by means of a 3D Secure system for Visa, Mastercard that are equipped to ensure enhanced security and strong authentication when you use your credit cards for online purchases. An additional step is taken at the time of payment, which enables verification of the identity of the credit card holder and validation of the transaction. Each bank has its own authentication. For any question regarding your 3D Secure code, please contact your bank directly.
Fresh would like you to be satisfied with your purchase on our Website. If for any reason you are not entirely satisfied, you may request to return any item in its original condition for a full refund within 7 days from the date of delivery.
All returns due to change of mind (buyer’s remorse) are subject to the following terms and conditions:
- Item must be in its original purchase condition - packaging must be unopened, unused, unmarked and not defaced in any manner.
- Items purchased as part of a set or a multi-item pack must be returned as a whole set.
- This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.
Please note that this return policy only applies to Products purchased via the Website, excluding any Products which are stated to be non-returnable/non-refundable on the Website (e.g. personalized products). We are unable to accept any online returns for products purchased at a Fresh boutique or through any of our online or offline retail partners.
All return requests must be submitted via the Website within 7 days of the date of delivery, and we must receive the Products to be returned within 7 days of the date of your relevant return request. Only Products which are unused, in their original packaging and with intact product tags can be returned. Refunds will be processed within 7 Business Days of our receipt of the returned Products. Save as otherwise provided under Damages and Defective products below, refunds will only be provided in the form of a credit voucher for your next purchase on the Website, which will have a validity period of three (3) months. Terms and conditions governing the use of such credit vouchers will apply.
To request a return, please follow the below instructions:
• Fill in the return form under the "Returns / Exchanges" section of our Website, including your Order information, the Product(s) to be returned, the reason for returning the Product(s), a photograph of the Product(s) to be returned and any other relevant supporting documentation.
• Pack the Product(s) to be returned in their original packaging, seal them in a parcel and attach the Returns Shipping label to the outside of your return parcel.
• Arrange for the return parcel to be returned to us via courier. We advise you obtain proof of postage from the courier 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.
Fresh will cover the courier charges for all Product returns submitted via the above process, except for (a) Product returns due to buyer’s remorse; and/or (b) returns of Products which have been used, are not in their original packaging, or do not have intact product tags, in which case the cost of the return shall be your responsibility and Fresh will not reimburse you for the courier charges. Please note that if you fail to submit sufficient photographic evidence and/or supporting documentation together with your return request, Fresh shall reasonably be entitled to assume that your Product return is due to buyer’s remorse.
For any refund and return queries, you may contact our friendly customer service team at enquiries.sg@fresh.com.
Damaged or Defective Products
When your Order arrives, please inspect the Product(s) 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 enquiries.sg@fresh.com. To return a damaged or defective Product, please follow the instructions on the Returns process above. For returns of damaged or defective Products, your original shipping and handling charges will not be refunded, but you may choose (a) to receive a refund for the damaged or defective Product(s) in the form of a credit voucher or via the mode of payment you had utilized when placing the relevant Order, or (b) for a replacement for the damaged or defective Product(s) to be shipped to you free of charge.
At our sole discretion, we may offer Customers the option of selecting up to 3 complimentary basic samples of featured products to be shipped with each confirmed Order, within the limit of available sample stock. This sample offer may be varied or cancelled at any time by us, with or without notice to you.
You can contact our Customer Service or email us at enquiries.sg@fresh.com
How do I unsubscribe from fresh mailers?
If you would no longer like to receive fresh mailers, please send your name, address, and email to enquiries.sg@fresh.com
Are fresh products 100% natural?
Fresh products are a fusion of natural ingredients, time-honored rituals, and modern science, offering a unique sensorial experience with undeniable results. Inspired by nature, fresh fuses the power of natural ingredients with science to deliver products that are technologically advanced, safe, and efficacious for consumers.
The safety of our products is our top priority. The safety assessment of a cosmetic product takes into account the safety of the ingredients it contains regardless of their source. In fact, whether ingredients are naturally derived or man-made has no impact on their safety. What is more important is how much of the ingredient is used and how it is used in the formula.
Whenever possible, we use natural ingredients of the highest quality. In order to create products delivering the highest levels of safety and performance, when no reliable or effective natural ingredient is available we use a synthetic derivative.
Fresh is committed to providing products of high and consistent quality. Accordingly, the products developed must comply with all worldwide regulations and with the most stringent requirements of quality, traceability, and safety.
How does fresh guarantee product safety?
Please be assured, the safety of our products and ingredients is our top priority. Accordingly, our formulas are developed to comply with worldwide regulations and with the most stringent requirements of quality, traceability, and safety. We take all the necessary steps to prevent the use of any substance that has been scientifically recognized to potentially jeopardize consumer safety.
We have identified hundreds of substances we will not use in our formulations, and each and every ingredient used in our products is researched and tested an average of three times by a full team of scientific experts including toxicologists, dermatologists, chemists, biologists, and regulatory experts. In fact, every ingredient must receive a “safety visa” before it can be used in one of our products. This means it has been proven by toxicologists to be safe to use. Once the ingredients have been validated for safety, the final product is rigorously tested to ensure maximum safety and efficacy.
This uncompromising approach, which combines the most recent scientific data and the latest technological advances, allows us to deliver products of the highest safety and quality to our consumers.
If you have any concerns with specific ingredients, fresh makes all ingredient lists available on our website* for your reference and easy access.
*Please note, fresh product ingredient listings are updated periodically. Before using a fresh product, please read the ingredient list on the packaging of your product to be sure that the ingredients are appropriate for your personal use.
What is fresh's position on animal testing?
Fresh does not test our products or the ingredients used in our products on animals.
We are deeply committed to the elimination of animal testing and we are actively working on the development, validation and acceptance of alternative methods to animal testing.