How do I contact customer service?
Do you have a problem with your order or a special request? We are available by email at contact@fresh.com or via the contact form right here.
I need some advice, who should I contact?
We would be delighted to help you. We can be reached by email at contact@fresh.com or via the contact form right here.
I have sent an email to contact@fresh.com, when will I get a reply?
Thank you for contacting us. We respond within 48 hours, excluding weekends and public holidays. The quality of customer service is very important to us, we do our best to respond as quickly as possible.
To which countries can I get delivery?
We deliver to France, Austria, Belgium, Cyprus, Denmark, Estonia, Finland, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Portugal, Slovakia, Slovenia, and Spain. Unfortunately, we do not deliver to the DOM-TOMs yet. Please bear in mind that delivery to a pick-up point is also possible, and the option will be available to you during the check-out
Is it possible to have deliveries to Corsica and Monaco?
We deliver in Corsica and Monaco. Simply indicate your delivery address when placing your order. Enjoy your shopping on fresh.com !
How do I track my order?
You can access your order tracking in several ways: By going to your personal space in "My Account," then clicking on "Order History" and finally on "Order Details." By clicking here and entering your order number, billing postal code, and email. All our deliveries in France are handled by Colissimo, and our partners manage deliveries in each European country.”
Where can I find my order number?
Your order number can be found on your order confirmation email. You can also find it by logging into your customer account and going to your order history.
How long will it take to receive my order?
It takes between 3 and 6 working days to receive your order. This includes the preparation of the order as well as its transportation. Please note that specific situations and promotions, such as periods like Mother's Day, Christmas, Black Friday, and sales, can extend these delays. You can track your order at any time by clicking here and entering your order number, billing postal code, and email.” Due to the high volume of orders during this period, delivery times may be extended. We thank you for your understanding and patience.
I placed my order this weekend, when will you ship it?
It takes between 3 and 6 working days from the first working day following your order. If you placed your order on a Saturday, it will take 3 to 6 days starting from Monday, inclusive. Please note that some exceptional situations and key promotional periods can extend these delays. You can track your order at any time by clicking here and entering your order number, billing postal code, and email.”
I want to change or cancel my order, what should I do?
Orders arrive very quickly in the hands of our order pickers and cannot be cancelled or modified. This allows you to receive your products as quickly as possible! However, you can place another order and return the mistaken one for free. If you need to return an order, please view Returns Policy and Procedure.
Can I change my delivery address?
Orders arrive very quickly in the hands of our order pickers, but we will always try to do our best to satisfy your request. Please write to us as soon as possible at contact@fresh.com so that we can make the necessary arrangements. If we are unable to respond in time, we can agree on the best solution together.
How do I change my delivery method?
How do I make a return?
We are sorry to hear that the products do not meet your expectations. To initiate a return, please contact us at contact@fresh.com, and we will take care of the rest!” Please note that a refund will only be possible upon receiving the products at our premises and verifying that they are in perfect condition (unopened and unused). For more information on returns, you can refer to our returns policy page, available right here."
Can I return a product purchased at Sephora or Bon Marché Rive Gauche?
Unfortunately we are not able to take back products that have not been purchased on fresh.com. Please contact the store where you made your purchase to arrange a solution with them.
Can I return a product purchased on fresh.com at Sephora or Bon Marché Rive Gauche?
Unfortunately Sephora and Bon Marché Rive Gauche are not able to take back products purchased on fresh.com. If you wish to return a fresh.com order, please email us at contact@fresh.com and we will take care of the rest! For more information on returns, you can check our returns policy page.
I would like to return only part of my order.
We are sorry to hear that some of your products are not to your liking. To make a return, email us at contact@fresh.com and we'll take care of the rest! For more information on returns, you can see our returns policy page right here.
I have sent my return, how long will it take to receive my refund?
Once we have received your package, the refund is effective within 14 days.
Is it possible to get a refund for my order?
You can get a refund for your order by making a return. To make a return, write to us at contact@fresh.com and we will take care of the rest! For more information on returns, you can see our returns policy page right here.
What are the return periods?
You can make your return within 30 days. Please take into account that for your parcel to be returned to us can take longer during specific periods.”
Will I receive samples with my order?
You have the option to select up to 3 samples of your choice directly in your cart by clicking on "Select 3 free samples." We are also delighted to regularly offer you exclusive deals. You can check the current offers on our dedicated offers page. Feel free to subscribe to our newsletter at the bottom of this page to receive offers and brand news by email.” Please note that, for ecological reasons, we give our customers the option to choose whether they want samples in their order. Unfortunately, if you didn't select any during your order, we cannot add them for ecological reasons. It would be a shame to send you a sample you wouldn't use. Furthermore, we are unable to send you samples without a purchase. However, our products are available in many Sephora stores, as well as at the Bon Marché Rive Gauche and at the Samaritaine. Don't hesitate to visit these stores to try our products and seek advice from our top sales consultants!”
What are the current promotions?
You can find all our current offers on our dedicated offers page. Feel free to subscribe to our newsletter at the bottom of this page to receive exclusive offers and brand news in advance.
How do I add an offer to my order?
If your offer works with a promotional code, simply add it to your basket by clicking on "Add a promotional code" and then click on "Apply". If your offer does not work with a promotional code, you must meet the conditions of the offer and it will automatically be applied in your basket.
How to use a promotional code?
To use your promotional code, you must add it to your basket by clicking on "Add a promotional code" and then clicking on "Apply".
I have confirmed my order but I forgot to enter my promotional code, what can I do?
Unfortunately, we cannot apply a promotional code retroactively, as the order is already with our order pickers. However, regarding the welcome offer, it remains valid as long as it has not been used. You will be able to take advantage of it on your next order!”
Are the promotional codes cumulative?
This depends on the conditions of the offer. Please refer to the legal notice on our offer page or at the bottom of the email indicating the promotion. If the legal notice indicates that the two promotional codes are cumulative but it does not work in your shopping cart, it may be a bug and we apologise for that. You can contact us at contact@fresh.com or via the contact form and we will deal with your request as soon as possible.
Why is my promotional code not working?
There are several problems that can be linked to a promotional code not working properly, below are some tips that may help:
1 - Check the spelling of your promotional code, sometimes a space or a typo can make an offer not work.
2 - Check the terms and conditions of the offer in the legal disclaimer on our offer page or at the bottom of the email indicating the promotional code. The terms and conditions of the offer must be completed in your shopping cart for the promotion to apply.
3 - Check that you do not already have a promotional code applied. If a promotional code is already applied and cannot be combined with another offer, this may prevent the offer from working properly. If the problem persists, please contact us at contact@fresh.com or via the contact form so that we can help you as soon as possible.
I need some advice on a product, who should I contact?
I have encountered a problem using a fresh product, who should I contact?
We are sorry to hear that you have encountered a problem with one of our products. Please contact us at contact@fresh.com or via the contact form right here.
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.
Are fresh products made from natural ingredients?
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 long can I keep a product?
As long as they are not opened, all Fresh products should be in good condition for 3 years. After opening, we recommend you using the products within the period specified on the container or packaging box (6M / 12M / 24M means 6 months / 12 months / 24 months). Thank you.
What are the payment options for ordering from fresh.com?
You can order by credit card. We also offer payment facilities such as Klarna or Apple Pay. For more information on how to use Klarna, please visit the dedicated page here.
Is the fresh website secure?
Yes, payments on the fresh.com website are made via the Adyen payment system. The fresh website does not have access to your credit card information at any time.
How does Klarna work?
Klarna allows you to pay in 3 payments without charge. This option allows you to spread the amount of your order over 3 payments of the same value.
Each payment is automatically pre-developed on the credit card you enter at the payment stage in the shopping cart.
The first payment will be taken at the validation of the order and the other two will be taken after 30 and 60 days respectively.
You must be at least 18 years of age to use the 3-installment payment option with Klarna. The 3 payments will of course depend on your financial situation and the funds available in your bank account.
For more information on the Pay in 3 instalments free of charge option, visit the dedicated page by clicking here.
How do I create an account on fresh.com?
Click on "My account" at the top right of our website and then click on "Create an account". Creating your account allows you to access your order history, your personal information, your beauty profile...
How do I access my account if I have lost my password?
You can reset your password by clicking on "forgot password" in the "Login" section at the top right of our site.
I can't log in to my account
It is possible that you have not yet created an account with us, even if you have already placed an order online. All you have to do is create your account (it takes less than a minute). To do so, you can click on the "My account" tab in the top right-hand corner and then click on "Create an account".
I would like to subscribe to the newsletter
We would be delighted to have you as a member! To register, go to the bottom of this page and enter your email address in the box provided.
Why subscribe to the Fresh newsletter?
By subscribing to the Fresh newsletter, you can receive our exclusive member offers, as well as brand news, invitations to our events and treatments, product previews and much more! We would love to have you as part of our Fresh Family! To sign up, go to the bottom of this page and enter your email address in the box provided.
How is personal data managed?
You can find all the information regarding the management of personal data in our Privacy Policy or contact us at dpo@fresh.com
How do I unsubscribe from the fresh newsletter?
You can unsubscribe from our newsletter at any time. Simply click on the unsubscribe link directly in the newsletter or write to us at dpo@fresh.com
Is there a fresh spa?
There is no Fresh spa yet. However, for a temporary period, we are offering treatments at the Bon Marché in Paris. To be informed, create a Fresh account directly on our website by entering your postal code (it takes 2 minutes), you will receive invitations when these treatments are available.
Can I receive my order in a gift box?
The art of giving is very important at Fresh. You have the possibility to select a gift wrap when you make your purchase. All your products will be packed in a nice Fresh box. If you are making gifts for more than one person, you have the possibility to make up several gift boxes, go to this page.
Can I receive several gift packages in one order?
You have the possibility to create several gift boxes with the products of your choice. Go to this page.
Can I send a gift to someone from the fresh website?
You have the option to select a gift wrap when you make your purchase and add a personalised message. Then you can choose the delivery address of your choice and a different billing address. This way you can send a gift directly to a loved one very easily.