Customer Service
ABOUT FRESH
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?
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, 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.
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?
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.
11. How can I enjoy lipstick engraving service?
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.
12. 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 “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.
13. Any maximum purchase policy?
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.
14. 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.
15. 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.
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.
1. What is fresh Rewards? How can I join?
fresh Rewards is our loyalty program. Upon any purchase at designated fesh stores, counters or official online shop in Hong Kong (except Sephora, DFS stores), you will be eligible to join our membership. Then you can create an account and become our member by completing the registration form, agreeing to the terms and conditions, and providing a valid mobile phone number for account verification (each phone number for one account registration only).
2. What are the benefits of becoming a member?
By joining fresh Rewards, you can enjoy exclusive privileges throughout the year, such as welcome gift, birthday gift, members’ events, and access to member exclusive sales. You will become a FAMILY member with accumulated spending of HK$1,000 or above and start earning fresh Reward Dollars. For every HK$25 spent, FAMILY member can earn 1 Reward Dollar and FOREVER member can earn 2 Reward Dollars. 1 Reward Dollar can be spent as HK$1 on regular-priced product at fresh HK stores and counters.
3. How do I earn fresh Reward Dollars?
You will become a FAMILY member with accumulated spending of HK$1,000 or above, and start earning fresh Reward Dollars after purchasing at designated fresh HK stores, counters and online shop (except Sephora and DFS stores). Become a FAMILY member with accumulated spending of HK$1,000 in 12 months: You will get 4% rebate (i.e. earn 1 Reward Dollar for every HK$25 spent) Become a FOREVER member with accumulated spending of HK$4,000 in 12 months: You will get 8% rebate (i.e. earn 2 Reward Dollars for every HK$25 spent) Reward Dollars cannot be earned on any orders below HK$25, value set purchases or delivery cost. When you shop at designated fresh stores and counters, please provide your fresh membership number or registered mobile number. fresh Reward Dollars will be credited to your account on the second day of the transaction. For online purchase, please log in with your registered email or register as a member before payment. Reward Dollars will be credited to your account within 14 working days after you have received the products.
4. How can the earned fresh Reward Dollars be used?
1 Reward Dollar can be spent as HK$1 on regular-priced product at fresh HK stores and counters. Each member can use up to 3,800 Reward Dollars per day. Use of Reward Dollar is not applicable to online purchase. fresh Reward Dollar is instant discounts applicable to all regular-priced products purchased in designated Fresh stores and counters in Hong Kong (except fresh Online Shop), but not to value sets, facials, gift cards or any specific products designated by Fresh 21C Hong Kong. When using Reward Dollars, valid identification (such as credit card) is required. fresh Reward Dollar is not cash. It has no cash value without a purchase; and may not be altered, sold, bartered, transferred, or exchange for cash. The fresh Reward Dollar is subject to change, alteration, or termination by Fresh 21C Hong Kong at any time.
5. How can I check my fresh Reward Dollar balance?
To view your earned Reward Dollars, you can visit My Account and login with your registered email. Or you can login to WeChat with registered mobile number and bind your account through fresh Hong Kong WeChat Official Account. Upon successful verification, you can check your Reward Dollars, receive the latest news of shopping offers and exclusive promotion details anytime and anywhere. Other than online, you can also visit or call our stores or counters to check your Reward Dollars balance.
6. What are the exclusive benefits for FAMILY membership and FOREVER membership on birthdays?
FAMILY and FOREVER members can get birthday gifts in person at any fresh stores or counter, and are entitled to double Reward Dollars for the first purchase of regular-priced product during birthday month. FAMILY members will get 8% rebate (i.e. earn 2 Reward Dollars for every HK$25 spent) and FOREVER members will get 16% rebate (i.e. earn 4 Reward Dollars for every HK$25 spent). Rewards will be credited to member’s account on the second day of the transaction. Each member can only enjoy birthday privileges once each calendar year. Not applicable to purchase of value set, facial treatments or any gift certificates and any products specified by Fresh 21C Hong Kong.
7. Do my fresh Reward Dollars expire?
Starting from 1 March 2024, fresh Rewards Dollars are valid for 12-month from the purchase date; and the Rewards Dollars earned on or before 29 February 2024 are valid for 12-month from the membership start date.
8. What is the membership validity? How can I renew my membership?
Membership is valid for 12-month from membership start date or change date. Existing FOREVER member: Membership will be renewed for 12 months with accumulated spending of HK$4,000 within 12 months from the date of becoming FOREVER member; Membership will be changed to FAMILY with accumulated spending of HK$1,000-HK$3,999 within 12 months; Membership will be changed to FRESHIE with accumulated spending below HK$1,000 within 12 months. Existing FAMILY member: Membership will be upgraded to FOREVER with accumulated spending of HK$4,000 within 12 months from the date of becoming FAMILY member; Membership will be renewed for 12 months with accumulated spending of HK$1,000-HK$3,999 within 12 months; Membership will be changed to FRESHIE with accumulated spending below HK$1,000 within 12 months. Existing FRESHIE member: Membership will be upgraded to FOREVER with accumulated spending of HK$4,000 within 12 months from the date of becoming FRESHIE member; Membership will be upgraded to FAMILY with accumulated spending of HK$1,000-HK$3,999 within 12 months; Membership will be renewed for 12 months with accumulated spending of HK$1-HK$999 within 12 months.
9. Am I allowed to combine fresh Reward Dollars with my friends?
fresh Reward Dollars cannot be shared or combined. Each member can only use the Reward Dollars earned by their own membership, and the Reward Dollars cannot be combined in any way. To guarantee your rights, please note that when you earn or use Reward Dollars, our staff will require you to show your identification documents (such as credit cards, etc.).
10. Is the membership applicable globally?
This membership plan is only applicable to designated fresh stores, counters and official online shop in Hong Kong (except for Sephora and DFS stores). Membership and offers are not transferable.
11. What happen to my earned fresh Reward Dollars if I return merchandise?
If any item for which you earned fresh Reward Dollars is returned, the Reward Dollars in connection with that purchase will be deducted from your account.
12. What happen if I return merchandise from an order on which I used fresh Reward Dollars?
Upon return of merchandise, fresh will refund the price actually paid after applying the discount. Exchanges of the same item will be credited for full transaction value including discount. fresh Reward Dollars used in connection with that purchase will be forfeited.
13. Can I also enjoy membership benefits when shopping online?
Your purchases at the fresh official online shop will be recorded in your membership account to earn fresh Reward Dollars and enjoy other privileges, but Reward Dollars cannot be used to offset the purchase amount. If you have already joined fresh Rewards, you can log in your account with the registered email address before payment, so that the online shop purchases can be recorded in your account. If you are not yet a member, please click here to create account. After logging in, online shop purchases will be recorded in your account. Your order from online shop will be displayed in your member account within 14 working days after you receive the product, and the accumulated purchase amount will be used to calculate the membership level and fresh Reward Dollars. Shipping fees for fresh special packages and online purchases are not included in the rebate amount. The welcome gift, upgrade gift and birthday gift cannot be redeemed through online, and can only be collected once at a designated store or counter. The welcome gift must be redeemed immediately after becoming a new member and making the first purchase; the upgrade gift must be redeemed immediately after achieving the spending requirements; the birthday gift must be collected in person within the birthday month.
14. Can I earn fresh Reward Dollars by checking out as a guest online?
Sorry, checkout as a guest will not be able to earn fresh Reward Dollars and enjoy other member exclusive benefits. Please remember to log in to your account with your registered email before payment, so you can earn fresh Reward Dollars and enjoy other exclusive privileges!
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?
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?
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.
Fresh F21C Hong Kong Limited reserves the right to change the terms and conditions without prior notice. In case of any disputes, Fresh F21C Hong Kong Limited reserves the right of final decision. For more information, please contact our beauty consultants.