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frequently asked questions

General

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.

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.

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

How do fresh promo codes work?

In addition to offering 3 free samples with every online purchase, fresh.com occasionally gives you the opportunity to take advantage of other special offers, by entering promo codes upon checkout. These promo codes are available for online orders only and cannot be applied to previous purchases. Only one promo code may be used per order.

Do you accept international orders?

Our fresh boutique in London should be able to better assist you. You may contact that store via email (fresh.uk@fresh.com) or by phone (+44 207 486 4100) for information on placing an order to be shipped to you internationally.

Can fresh ship to PO Boxes/apo/fpo addresses?

Fresh ships via DPD which require a signature, therefore Fresh cannot deliver to PO Boxes.

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. If you do not feel comfortable ordering online, we are happy to take your order via phone at +44 207 486 4100 from 9am - 5pm EST Monday – Friday.

What is your return policy?

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/uk.

Returns to a Fresh Store

For purchases made through a UK Fresh Boutique, you may return any unopened or gently used items within 14 days of purchase by bringing the product back into store with your original receipt.

For purchases in the UK, this return policy does not affect your statutory rights.

Returns to our Retailers

For purchases made through our retailers, please follow the retailer’s returns policy.  All purchases made through our retailers must be returned to the retailer:

For Harrods Returns Policy please refer to: https://www.harrods.com/en-gb/delivery-and-returns/returns

For John Lewis Returns Policy please refer to: https://www.johnlewis.com/customer-services/returns/our-refund-policy

For Fortnum & Mason Returns Policy please refer to: https://www.fortnumandmason.com/information/returns-policy

Returns to Fresh.com/UK
All purchases made through www.fresh.com/uk must be returned through www.fresh.com/uk. We are unable to accept online orders through a Fresh boutique or through any of our retail partners.

All returns must be requested within 14 days of delivery after the day on which you receive your order. Products must be returned to us within 14 days of the request and in a saleable condition so that we can process the return. All returned products must be unused and in their original packaging. Refunds will be processed within 14 days of receiving the goods back. We will process a refund after our warehouse has received the stock back. It will usually take 3-5 days from refund for your account to be credited however some payment providers and payment types can take up to 14 days to credit your account. Refunds will only be made to the original purchaser’s method of payment.

To request a return, please follow the below instructions:

1) Fill our Free Returns label included in your order marking what items you want to refund and select the applicable reason.

2) Pack your returns in the original packaging and attach the pre-paid Returns label to the outside of your parcel. We advise you obtain proof of postage when you post your return as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

If you choose to send your return through a courier not included in our Free Returns, then the cost of the return is the customers responsibility and Fresh will not reimburse for this cost.

If you have any refund and return queries please contact our friendly customer service team on ukcustomerservices@fresh.com or 0207 563 7511

Can I request samples?

Every fresh.com order will be shipped with 3 free samples of featured products IF selected. Unfortunately, due to the large number of requests we receive we can only send samples with orders when available.

How can I sell fresh products in my store?

To request an Application of Interest, please email ukcustomerservices@fresh.com 

Who can I contact about charitable donations, special event sponsorships, and featuring fresh in publications?

Feel free to contact our Public Relations representative at Purple PR at 0207 439 9888.

How do I unsubscribe from fresh mailers?

If you would no longer like to receive fresh mailers, please send your name, address, and email to mailpreferences@fresh.com

Can I purchase fresh products on Amazon?

Fresh does not currently work with any authorized sellers on Amazon. Authorized fresh retailers are Harrods, John Lewis, Fortnum & Mason and Cult Beauty.

Product Information

Are fresh products 100% natural?

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

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./br>
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.

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.