Customer Service

ABOUT FRESH

Frequently Asked Questions

Generals

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.

  • After placing your order, you will receive a web confirmation and also an email confirmation.
  • Once your order is placed on fresh Online Shop it will be reviewed in 24 hours. Orders will be dispatched within 3 to 5 working days upon us receiving your order.
  • Orders are processed and shipped on business days only (Monday through Friday, excluding Holidays). Orders placed on Holidays or Weekend Days will be processed the following business day.
  • We cannot guarantee the accuracy of the product descriptions, product images, pricing, promotions, availability, ingredients or other information or content on the Website. Any orders placed via the Website are not considered accepted until we have shipped the order. We cannot confirm the price of an item until an order has shipped. We reserve the right to correct any errors or inaccuracies on the Website, to change or update information or to cancel orders if any such information is inaccurate. We will not charge your credit card until your order enters the shipping process. If we cancel any orders after your credit card has been charged, we will issue a credit to your account in the amount charged. Fresh F21C Hong Kong Limited reserves the right to cancel any orders that are not in line with our Terms and Conditions.

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."

Payment for purchases on fresh Online Shop can be made using Visa, Mastercard, Apple Pay (Visa, Mastercard & American Express Only), American Express Credit Card, Alipay or WeChat Pay. 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.

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

  • Check your internet connection is working normally
  • Check the credit card details to make sure the information is correct, e.g. the security code, the expiry date or your billing address
  • fresh Online Shop reinforces the security of payments by means of a 3D Secure system for Visa, Mastercard as well as American Express SafeKey, you will receive a 6 digits one time password through an SMS to your registered mobile phone number. Please make sure you enter one-time password correctly
  • Your card issuer may have declined your payment, please check with your issuing bank directly
  • If you've checked all of the above, please try paying with another credit card for placing new order

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.

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:

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

  • You can login fresh website or check out Order Confirmation Email to track the order status and shipment status.
  • Once the order is shipped out, any changes in the address shall be arranged with SF Express by contacting their Customer Service directly. Any incurred expenses shall be borne by the customer.
  • If the shipment cannot be successfully delivered to the customer due to personal reasons, please contact SF Express directly in order to make further arrangements. If the delivery cannot be reached multiple times, your order might risk being cancelled and not refunded.

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.

We would like to invite our customers to join us in our Forever Fresh commitment for sustainability for the planet. Each order is automatically packaged in a fresh eco-friendly shipper box which FSC™ materials to ensure to the packaging is certified from responsibly managed forests.

We also inherit the tradition of gift-giving. Customers can select “Gift Wrapping Service" at checkout, and the order will be beautifully wrapped in fresh’s signature blue gift box and ribbon to create an exceptional gift experience on special occasions.

You will enjoy complimentary lipstick engraving service when you purchase any regular-sized Sugar Lip Treatment 4.3g at fresh Online Shop. Engraved lipsticks will take an additional 1-2 working day(s) for production and only accept up to 10 English characters and numbers. Each order can only accept lip engraving service for lipsticks of the same colour. Engraved lipsticks cannot be exchanged or returned.

Yes, you will be given the opportunity to create a personalized message at checkout, please select “Gift Wrapping” and add up to 160 characters (no symbols and emojis) gift message. The order will also come along with the card, you can add a customized message to your beloved ones.

We must limit orders to 5 of any single item. If you have any questions, please Contact Us and we will be happy to assist.

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

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

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.

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

  • Please reach out customer service via freshenquiry@fresh.com or by phone at (852) 3529 1331 at 10:00am – 12:30pm, 2:00pm-6:00pm Monday to Friday (except Saturday and Public Holidays). Our Customer Service will request for the following information for verification: 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.
  • Order number
  • Product name and quantity which need to be refunded
  • Reason for refund
  • If request is being accepted, our customer service will appoint our assigned courier service provided to collect returned order. Please let our customer service know your available pick-up time. Return delivery cost will be borne by fresh.

(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.

fresh Rewards Program

fresh Rewards is an exclusive loyalty program designed to reward our customers. To join, simply make a purchase at any fresh store, counter, or official online shop in Hong Kong or Macau (excluding Sephora and duty-free shops). Then, complete the registration form, agree to the terms and conditions, and verify your account with a valid mobile phone number. Once registered, you will gain membership and access to exclusive benefits.

Membership Levels and Requirements:
  • Freshie Member: Automatically join as a Freshie Member upon registering after any purchase. Enjoy basic membership benefits.
  • Family Member: Accumulate spending of HK$1,500 within the membership period to upgrade. Enjoy enhanced privileges.
  • Forever Member: Accumulate spending of HK$4,500 within the membership period to upgrade. Unlock the most exclusive benefits and highest point rewards.
Important Notes: The total annual spending calculated for membership renewal and upgrades will be settled in Hong Kong dollars.

Membership Validity Period:
Membership is valid for 12 months from the date of joining, upgrading, or downgrading to a specific level. At the end of this period, your membership status will be reviewed by the system based on your total spending over the past 12 months (excluding the spending that qualified you for the current level). Upon a member’s upgrade or downgrade, all membership accumulative purchase record will automatically reset to zero on the day of the membership effective date. If no purchases have been made during this time, you will retain basic membership status and continue to receive updates and promotions.

As a fresh member, you’ll enjoy Welcome gift, Birthday gift, Double points reward for new members’ second purchase within 60 days of joining, Double points for purchases during your birth month and exclusive invitations to product launches and member events according to different membership levels.

Membership levels—Freshie, Family, and Forever—are determined by your accumulated spending over the last 12 months. Earn fresh Reward Points through purchases, which can be redeemed for iconic fresh products, offering a luxurious skincare experience.

Earn fresh Reward Points on purchases made at fresh stores, counters, and the official online shop in Hong Kong and Macau (excluding Sephora and duty-free shops).

Points Accumulation
  • Freshie Member: Earn 1 point for every HK$1 spent.
  • Family Member: Earn 1 point for every HK$1 spent.
  • Forever Member: Earn 1.5 points for every HK$1 spent.
Important Notes: Reward points earned are settled in Hong Kong dollars.

Additional Ways to Earn Points:
  • Birthday Double Reward Points: Earn double points on your first purchase during your birth month.
  • New Member Double Reward Points: Enjoy double points on your second purchase within 60 days of joining as a new fresh member.
  • Upgrade Rewards: Earn 50 points upon upgrading to a new membership level.
  • Membership Anniversary Rewards: Renew as a Family member to receive 50 points, or as a Forever member to receive 100 points.
Provide your fresh membership number or registered contact number at checkout. Points will be credited the next day for in-store purchases. For official online shop purchase, sign-in with your member registered email to make purchase and points will be credited within 14 business days after receiving products.

  • Members can redeem selected products with Reward Points at fresh stores or counters in Hong Kong and Macau New Yaohan (excluding Sephora and duty-free shops). Present valid identification for verification at the time of redemption. Points and gifts are non-transferable and must be redeemed in person.
  • Redeemable products and gifts are subject to availability and may vary based on announcements on the fresh official website or in stores.
  • Redeemed products and gifts cannot be exchanged or refunded unless there is a quality issue. Points deducted for redemption will not be returned. Redeemed points will be invalid after gift redemption.

fresh Reward Points are valid for 12 months from the date of purchase, with each point having its own expiration date. The total balance and details can be checked through the following channels:

  • In-Store: Visit any fresh store or counter and consult a beauty consultant to inquire about your points balance.
  • Official Website: Sign-in to "My Account" on the fresh official website using your registered mobile number or email address to view the total points balance. (Expiration dates for individual points are not displayed). Click here to log in.
  • WhatsApp Official Account: Bind the phone number registered for fresh membership to the fresh official WhatsApp account to check both the total points balance and the expiration dates of individual points. Click here to bind your account.
Important Notes: Reward records are subject to verification by fresh. For the most accurate and up-to-date information, please check in-store. fresh reserves the right to interpret, amend, or revise the terms and conditions of the rewards program without prior notice.

fresh Rewards Membership is valid for 12 months. At the end of the membership period, renewal, upgrade, or downgrade will be determined based on the total spending within the membership validity period (excluding the spending that qualified the member for their current tier). Below are the renewal and downgrade rules for each membership tier:

Freshie Member
  • Renewal: Make any purchase through fresh official channels within the membership validity period to renew the Freshie membership.
  • Upgrade to Family Member: Accumulate HK$1,500 in spending through fresh official channels during the membership period to upgrade to Family Member. Additionally, earn 50 Reward Points upon upgrade.
  • Upgrade to Forever Member: Accumulate HK$4,500 in spending through fresh official channels to upgrade directly to Forever Member. Additionally, earn 50 Reward Points upon upgrade.
  • Downgrade: If no purchase is made during the membership period, the membership will be downgraded to a Basic member. Purchases must be made to regain Freshie membership status.
Family Member
  • Renewal: Accumulate spending of HK$1,500 or more within the membership period to retain Family membership.
  • Upgrade to Forever Member: Accumulate HK$4,500 in spending through fresh official channels within the membership period to upgrade to Forever Member. Additionally, earn 50 Reward Points upon upgrade.
  • Downgrade: If the total spending during the membership period is less than HK$1,500, the membership will be downgraded to Freshie Member. If no spending occurs, the member will revert to a Basic Member.
Forever Member
  • Renewal: Accumulate spending of HK$4,500 or more within the membership period to retain Forever membership and enjoy the highest tier benefits.
  • Downgrade: If the total spending is between HK$1,500 and HK$4,499 within the membership period, the membership will be downgraded to Family Member. If the total spending is less than HK$1,500 within the membership period, the membership will be downgraded to Freshie Member. If no spending occurs within the membership period, the member will revert to a Basic member.
Important Notes:
  • The membership tier is valid for 12 months from the date of joining or the date of tier change.
  • If no purchases are made during the membership period, the membership tier will downgrade to Basic member status.
  • The renewal spending amount does not include the spending that qualified the member for their current membership tier.
  • Only the net purchase amount is counted towards accumulated spending. Any refunds will not be included in the calculation.
  • The total annual spending calculated for membership renewal and upgrades will be settled in Hong Kong dollars.
  • Official channels to earn points include fresh stores, counters, and the official online shop in Hong Kong or Macau (excluding Sephora and duty-free shops).
  • Upon a member’s upgrade or downgrade, all membership accumulative purchase record will automatically reset to zero on the day of the membership effective date.
  • The upgraded membership tier is valid for 12 months from the date of the upgrade.
  • The upgrade date will be the day following the transaction that meets the upgrade criteria.
Example:
On April 1, 2025, a member accumulates HK$4,500 in spending through fresh official channels and becomes a Forever Member. The membership is valid until March 31, 2026. During this period:
  • If the member accumulates another HK$4,500 or more in spending (excluding the order amount on April 1, 2025), the membership will be renewed for 1 more year upon the day of spending criteria met.
  • If the total spending is less than HK$4,500 but reaches HK$1,500 within the membership period, the membership will downgrade to Family Member. If the total spending is below HK$1,500, the membership will downgrade to Freshie Member; if no spending occurs, then downgrade to Basic Member.

Any Family or Forever member can receive Membership Anniversary Rewards as follows:
  • Family Members: Upon the end of one’s membership period, if the member renews as a Family Member, one will receive 50 Reward Points.
  • Forever Members: Upon the end of their membership period, if the member renews as a Forever Member, one will receive 100 Reward Points. If one renews as a Family Member, one will receive 50 Reward Points.
Note: Entitlement of the Membership Anniversary Rewards is dependent on whether the member has met the accumulated spending within the membership period to renew as a Family or Forever member for the next year. It is calculated based on the member’s latest membership tier. If a member is downgraded to Freshie or Basic Member, one will not entitle any Membership Anniversary Rewards.

fresh members can enjoy the following exclusive birthday privileges during their birth month, depending on their membership tier:

  • Birthday Gift: Family and Forever members can visit any fresh store or counter during their birth month to redeem a luxurious birthday gift. The gift is subject to availability and will be offered on a first-come, first-served basis, as per the stock available in stores.
  • Double Reward Points on Birthday Purchases: During the birth month, members earn double points on their first purchase:
    • Freshie/Family: Earn 2 points for every HK$1 spent
    • Forever: Earn 3 points for every HK$1 spent.
Important Notes: Each member can enjoy the birthday privileges only once per membership year. Birthday privileges cannot be enjoyed within 60 days of the new member registration. Valid identification documents must be presented when redeeming the birthday gift or earning double points. Unredeemed birthday gifts are considered forfeited and will not be reissued after the birth month. fresh reserves the right to modify these birthday benefits without prior notice.

New members can enjoy double Reward Points on their second purchase if it is completed within 60 days of joining the fresh Rewards Program. This benefit is limited to the second purchase only, and the purchase date must not coincide with the membership registration date. The offer is applicable only to individuals registering as fresh members for the first time, after completing their first purchase, and provided that the second purchase meets the required conditions. The offer is not applicable to Basic Members upgrading to Freshie/Family/Forever members.

Starting from March 1, 2024, all fresh Reward Points will have a validity period of 12 months from the date of purchase. Unused fresh Reward Points will automatically expire after the validity period. To make managing your fresh Reward Points easier, we offer the following tools:

  • Bind Your WhatsApp Account to fresh Official Account: Instantly check your fresh Reward Points balance and view the status of soon-to-expire points. Connect your WhatsApp account now for convenient management anytime, anywhere. Click here
  • Exclusive Redemption Offers: Use your fresh Reward Point to redeem your favorite fresh products and experience more surprises! For redemption details, visit the fresh official website or any designated store.

fresh Reward Points cannot be shared, transferred, or combined. Each member can only use the fresh Reward Points accumulated in their own account, and no forms of combination are accepted. To safeguard your rights, valid identification must be presented when redeeming products.

This membership program is only applicable to designated fresh stores, counters, and official online shop in Hong Kong and Macau (excluding Sephora and duty-free shops). Membership privileges and benefits are non-transferable to other regions or countries.

Upon returning an item or refunding a transition, any fresh Reward Points earned/used for the purchase will not be refunded to your account, nor can they be reused. fresh Reward Points earned from the returned purchase will be deducted from your account automatically.

Yes, purchases made on the fresh official online store will be recorded in your membership account for earning fresh Reward Points and enjoying other member benefits. Please ensure that you sign in with your registered email before shopping to accurately record your purchases in your account. If you haven’t registered yet, click the provided link to create an account. Once signed-in, you can enjoy exclusive membership privileges. Your online shop purchases will be reflected in your membership account within 14 working days after the products are delivered.

Upon signing in with the registered email, member can enjoy the following privileges:
  • New Member Second Purchase Offer: Enjoy double Reward Points on the second purchase within 60 days of joining as a new member.
  • Birthday Double Reward Points: Enjoy double Reward Points on the first purchase of your birth month.
  • Upgrade & Member Anniversary Rewards: Points will automatically be updated in your account upon meeting the upgrade or renewal criteria.
The following special privileges must be redeemed in person at designated stores or counters and are subject to the respective terms:
  • Redeem Gifts with Reward Points: Members can redeem selected products with Reward Points at fresh stores or counters in Hong Kong and Macau New Yaohan (excluding Sephora and duty-free shops). Present valid identification for verification at the time of redemption.
  • Birthday Gift: Birthday gift for Family and Forever members must be collected in person during the birth month. Birthday shopping privileges can be used both in-store and online.
fresh is committed to enhancing your shopping experience. For any inquiries, feel free to contact our customer service team!

Unfortunately, guest checkouts cannot earn fresh Reward Points or access other exclusive member benefits. Please ensure that you sign-in with your registered email before shopping to earn fresh Reward Points and enjoy more exceptional member privileges!

Product Information

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.

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. *

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.

Fresh F21C Hong Kong Limited reserves the right to amend the terms and conditions without prior notice. In the event of any disputes, Fresh F21C Hong Kong Limited retains the right of final decision. For further details, please contact our beauty consultants.