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FREE SHIPPING ON ALL US $65+ PURCHASE

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FAQ

How can I get in touch with customer care team?

For customer service inquiries please write an email to help@fraicheur.com

Damaged upon arival

Please check your package thoroughly as soon as you receive it. In case the product reaches you damaged, you have to contact us within 24 hours. Any damaged package/damage product claims received later than 24 hours will be rejected.

In case the product reaches you damaged:

 

1. We will kindly request you to send us the clear photos of:

1.1. Clearly seen damage;

1.2. Both globes;

1.3. Blue FRAÎCHEUR box with all angles displayed (at closed and opened positions);

1.4. Brown carton box alongside any packaging material.

 

2. Upon receiving the photos, they will be forwarded to our shipping department for an investigation. As soon as we get their positive response, we would either: send you a prepaid return label for the damaged globes to be sent back or, alternatively, would ask you to keep it safe for another 90 days in case our shipping partners would request the product to be sent back. In case the negative response is received by our shipping department, unfortunately, it would mean that the damage is not related with the shipping and occurred after opening the package. In such a case, regretfully, we wouldn’t be able to accept such an item as damaged upon arrival.

 

3. When the product is approved as damaged upon arrival, we will offer you a replacement. Should you prefer a refund, we would process a full refund. Please note, it could take up to 14 business days for the credited amount to be reflected on to your account.

Refund & exchange policy

FRAÎCHEUR ICE GLOBES accepts returns for the unshipped orders for a full refund. If you wish to cancel your unshipped order or have any questions, please contact customer service at help@fraicheur.com

 

For dispatched orders we accept refunds/exchanges within 14 calendar days counting from the delivery date.

Please note, due to hygienic reasons, we do not offer refunds/exchanges if the product was used/package opened/security seal removed. Should you wish to return an unused, unpacked order with the security seal intact, please contact our customer service at help@fraicheur.com