Help Center

Looking for answers? You've come to the right place.

Phone

PHONE

10:00am-12:30pm; 2:00pm-6:00pm
Monday to Friday,
excluding Saturday and Public Holidays

Email

EMAIL



Frequently Asked Questions

Generals

1. 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.

2. 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.

3. 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 Online Shop orders along with their status and courier tracking numbers. If you are already logged in, click on "Your Account" (located on the top frame), then click on "Order History."

4. What are my payment options?

Payment for purchases on Fresh Online Shop can be made using Visa, Mastercard or American Express Credit Card. If you use an international credit card to place an order, you must ship to a Hong Kong address. When ordering Fresh Online Shop, please provide a domestic telephone number, and use your Hong Kong shipping address as your billing address.

5. Why can't I place my order or checkout?

If you are not able to place or pay an order on Fresh Online Shop, please try the following steps:

6. Do you accept international orders?

We currently accept orders for delivery within Hong Kong, SAR of China only. We apologize for any inconvenience. To find Fresh products near you, please visit our Store Locator.

7. How do I cancel my order?

If you would like to cancel an online order after it has been placed, please contact us by email freshenquiry@fresh.com or call (852) 3529 1331 to our Customer Service Hotline. We will do our best to accommodate your request. Once an order is processing, we regret that it cannot be changed or cancelled.

Occasionally, orders or parts of an order are cancelled for various reasons. Some reasons are:

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 freshenquiry@fresh.com our Customer Service at (852) 3529 1331 or via email.

8. How can I track the shipment or change shipping address?

9. Is it safe to order online?

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.

10. How will my order be packaged?

Fresh is a gifting brand. Every order is prepared with the utmost care and delivered in a Fresh signature blue box wrap with ribbon.

11. Can I include a personalized gift message with my purchase?

Yes, you will be given the opportunity to create a personalized message at checkout, please select “This is a Gift” and add up to 160 characters gift message. Each order will come along with Love Tag and Gift card, you can add a customized message to your beloved ones.

12. Any maximum purchase policy?

We must limit orders to 3 of any single item. If you have any questions, please Contact Us and we will be happy to assist.

13. Does Fresh Online Shop offer product sample?

We offer three complimentary samples with all online orders via Fresh Online Shop. Offer will be automatically applied at Checkout.

14. Are the online offers applicable in Fresh boutiques and counters?

The offers are exclusively for Fresh Online Shop. They are not available in stores and counters.

15. Do I gain Fresh loyalty program points when I purchase products on Fresh.com?

Purchase made online is not applicable to Fresh Family Rewards programme and membership points.

16. How to use promo code?

Exclusive promo codes are updated frequently on Fresh Online Shop. Simply add items to your shopping cart and begin the check-out process. During the Payment stage, please enter your promo code in the box provided and click Apply. Please note only one promo code may be used per order. If you are having issues using the promo code, please contact our Customer Service advisors who will be happy to assist.

17. What is your return policy?

We offer a hassle-free return policy for purchases at Fresh Online Shop. If for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund with 7 days from delivery.

This policy is only applicable to purchases made online via the Fresh Online Shop. For purchases made in-store at a Fresh Boutique or Counter, please refer to the original place of purchase to obtain a return.


(1) Contact Our Customer Service Team


(2) Pack The Items

Carefully pack the items and gifts into the box and along with the packing slip.Please make sure that all returned products must be unopened and returned in its original packaging, with all the accessories and inserts, unless the product is damaged or defective. In case of damaged, defective, or incorrect items, please contact our Customer Service immediately.


(3) Return Confirmation & Receive a Refund

After we receive the returned goods, we will evaluate and contact you to arrange a refund. The refund will be returned to your payment account. The time required will vary depending on the card issuing bank. Please check with your card issuing bank for details.

Product Information

1. Are fresh products 100% natural?

Fresh products are a fusion of natural ingredients, time-honoured 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.

2. How does Fresh guarantee product 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. *

3. What is Fresh's position on animal testing?

Fresh does not test our products on animals. We are deeply committed to the elimination of animal testing. We actively participate in validation studies of new alternative tests in the framework of the European cosmetics association, Cosmetics Europe. We are one of only a few companies to have invested in creating our own internal department specifically dedicated to alternative methods applicable to the safety evaluation of raw materials and cosmetic products, in order to ensure both total control over raw materials and complete security of cosmetic products for consumers, which is our top priority. As a result, all Fresh products undergo very strict tolerance tests using non-animal methods during the development of each product to ensure quality and safety prior to market.