How do I contact customer service?

Do you have a problem with your order or a special request? We are available by email at freshbeautyCS@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 freshbeautyCS@fresh.com or via the contact form right here.

I have sent an email to freshbeautyCS@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.

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 !

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 ID, and email.”

I placed my order this weekend, when will you ship it?

It takes between 1 and 3 working days from the first working day following your order. If you placed your order on a Saturday, it will take 1 to 3 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, 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 freshbeautyCS@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?

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 freshbeautyCS@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 make a return?

Fresh would like you to be delighted with your purchase which is why we offer Free Returns for online orders. If you would like to return a Fresh product, please see our return policy below for orders purchased through fresh.com 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 freshbeautyCS@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, visit our Help Center 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, visit our Help Center 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 automatically receive 2 samples with your order. 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.” Furthermore, we are unable to send you samples without a purchase.

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 our Help Center and we will deal with your request as soon as possible.

I need some advice on a product, who should I contact?

We would be delighted to help you. You can contact us through our Help Center.

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.