frequently asked questions


1. How do I ascertain the expiration date of Fresh’s products?

As long as they are not opened, all Fresh’s products should be in good condition for 3 years from production. We recommend that our products are used within the period specified on the container or packaging box after opening.

2. Where can I purchase Fresh’s products?

Fresh’s products are available at the Fresh boutiques/counters and also at Fresh. If the product is not purchased from the authorized channels apart mentioned above, those are not officially imported by Fresh F21C HK Ltd and Fresh shall not take any responsibility for the exchange, refund or return accordingly. If you need more information about closest Fresh store, use the store locator from the website.

3. Is it possible to exchange the products?

The exchange/refund policies are as below:

1) The exchanges and returns can only be accepted with original receipts.
2) If the product proves to be defective, it can be exchanged for the same product.
3) If exchange for the same product is not feasible, it is permitted to exchange for other products of the same price.
4) For the exchange, the product should be unused, proved to be purchased from official distribution channel while the same item is in stock.
5) The products must be exchanged within 7 days in Lane Crawford and all Fresh boutiques.

No exchange or refund will be permitted with below reasons:

1) No exchange or return will be permitted if there is no label on the product due to its unclearness of production and importation.
2) If the product is not purchased from the authorized channels for example the overseas purchase or unofficial online shopping malls, Fresh shall not take any responsibility including the exchange, refund or return.
3) For the extraordinary gains like promotion gifts or giveaways, no exchange or return will be permitted.

4. Do I have to visit the same store where I have purchased the products for the exchange/return?

For exchange or return, you should visit the same store where you have purchased the products with the original receipt. No exchange or return will be permitted for products purchased from cross channels and market,

5. When can I purchase products that are out of stock?

The availability of all products depends on the imports and stock status of Fresh F21C HK Ltd. As soon as the stock arrives, the stores will automatically resume selling without prior notices.

6. I haven’t received any DMs.

Fresh’s DMs are not sent out on a regular basis, as they are customized for you to receive proper promotions or benefits following the information and preferences that you filled out the customer form at the store.

7. How do I find out any event dates?

Different Fresh’s events are tailor-made for different groups of VIPs, thus relevant customers would receive individual invitation.

8. What is Fresh’s position on animal testing?

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.