Customer Service
Customer Service
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 Canada Post 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?
If you’d like to cancel or modify an order, please fill out our web form and select “Modify Order” in the drop-down inquiry field. Please include your order number and details regarding why you’d like to cancel or how you’d like to modify your order, then submit. A member of our customer service team will be in touch to help you complete your request!
How do fresh promo codes work?
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.
Do you accept international orders?
Our fresh boutique in London should be able to better assist you. You may contact that store via email (london@fresh.com) or by phone (+44 207 486 4100) for information on placing an order to be shipped to you internationally.
Can fresh ship to PO Boxes/APO/FPO addresses?
Fresh ships via Canada Post, which cannot deliver to PO Boxes.
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 (833) 858-1115 from 9am - 9pm EST Monday – Friday, 10am - 4pm EST Saturday, and 12pm - 4pm EST Sunday.
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.
Return Policy
Purchases made on fresh.com Canada may be returned within 60 days of purchase by contacting us through the above contact form or by calling +1 (833) 858-1115. We will provide a return authorization number as well as shipping instructions for your return package. Return shipping and handling charges are the customer's responsibility. fresh.com Canada purchases cannot be exchanged or returned in-store. Please return the item(s) in its original product packaging. Please allow 7-10 business days of processing time. You will receive a confirmation email once we receive your package and process your return. Fresh.com Canada reserves the right to deny returns for items that do not meet the return policy requirements.
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 Products:
When your fresh.com order arrives, please inspect the package for any damage. It is normal for the shipping package to show some wear, however, if you think a product in your shipment is damaged, please contact us immediately through the above contact form or by calling +1 (833) 858-1115. Please provide the order number along with your email address and phone number for the fastest service. To ensure prompt resolution, please keep the original shipping package and the damaged product for inspection. If, after having examined the product, we confirm that it is damaged, we will provide you instructions for returning the damaged 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.
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.
How can I sell fresh products in my store?
To request an Application of Interest, please email accounts@fresh.com.
Feel free to contact our Public Relations department (prinquiries@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 mailpreferences@fresh.com
Can I purchase fresh products on Amazon?
Fresh does not currently work with any authorized sellers on Amazon. Authorized fresh retailers are Sephora, BlueMercury, Nordstrom, and Neiman Marcus.
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.