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FREE SHIPPING ON ALL US $65+ PURCHASE

Customer Support

Shipping & Delivery

Estimate shipping time to the EU, UK & US locations are approximately 3 – 5 business days once it has been dispatched from our warehouse.

All orders to Europe are shipped from our distribution centre in the Netherlands. All orders to UK are shipped from our distribution centre in the UK and all orders to US  are shipped from our distribution centre in the US.

Fraîcheur Paris is not responsible for any delays in shipping, these are the responsibility of the carrier. However, we will always do our best to assist you with any issues as much as possible.

Late delivery does not entitle you to refuse or cancel the order.

Tracking you order

Please note that you may receive multiple dispatch confirmation emails. The best way to track the delivery of your order is to click on the tracking link within your order dispatch confirmation email. 

Fraîcheur Paris will not accept liability for lost orders if you are not present at the time of delivery and the parcel is left in a safe place or with a neighbour.

We are not responsible for any shipping deliveries that may be affected by, but are not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from local to international mail carriers.

Fraîcheur Paris will only consider claims for lost items sent 10 working days after the latest due date.


VERY IMPORTANT: We are not responsible for incorrect or missing addresses.
We are not responsible for the safety of your area and any parcel theft cases. Upon any missing delivered packages, we highly recommend contacting your local police station

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.

Payment & Billing

We accept:

Visa, Master Card,American Express, Solo, Maestro, Delta, Electron, PayPal

When will I be charged?

If your card is authorised, payment will provisionally be taken from your account immediately by your card issuer.

Which exchange rate do you use?

All of our products are priced in GBP, EUR or USD, it depends in which country you are.

Why has my payment method been declined?

Please check the card details you have entered including expiry date, billing address and security code.

If all of these are correct your card issuer may have declined your payment.

As card issuer’s do not share this information with us it is advisable that you contact your card issuer directly.

You may be prompted by your bank to add a 3D secure verification password at the end of your payment.

3D secure is an additional security measure for online credit and debit card transactions (Visa and Mastercard). It is controlled by Visa and Mastercard.

If you are having problems remembering your password, please contact your credit card company in order to reset your password or simply request a password reset at the point of verification.

Allergic reaction Policy

As different skin types and conditions may react differently to a particular product, we always suggest reviewing the listed ingredients of products to help you identify any sensitivities with certain ingredients. If you do have an allergic reaction to a product purchased on our site, we recommend you stop using the product and visit your doctor in the first instance. Please contact our Customer Service Teamwithin 48 hoursof using our product.Depending on the situation, our team may ask you to provide certain information.

Coupons & Promotions

Can I use more than one discount code?

Unfortunately, we can only allow one discount code per order. If you do attempt to apply more than 1 code to your order, the best discount will be applied.

Can I stack a discount code on top of the custom bundle builder discount?

Unfortunately you cannot stack discounts on the bundle builder. With our bundle builder option.

Can I use coupons after purchase?

Coupon/promotion codes can be applied only at the time of a purchase. Once the purchase procedure is completed no codes can be applied.

Order Status & Tracking

Tracking you order

Please note that you may receive multiple dispatch confirmation emails. The best way to track the delivery of your order is to click on the tracking link within your order dispatch confirmation email.

Collaborations

I'm interested in influencer and blogging opportunities, who should I contact?

If you LOVE our concept and you products and can’t wait to show the world, we would love to collab with you! Here's how to start:

1. Tag @facialiceglobes and #fraicheurface in your Instagram posts

2. Send us a DM!

Lifetime Warranty

International warranty – we’ve got you covered. We’re totally comfortable that your ice globes will serve its purpose, that’s why every purchase you make is protected by lifetime international warranty.

Warranty does not valid if customer damages the product, for example break.

Policies

Returns & Refunds

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

Late delivery does not entitle you to refuse or cancel the order.

Bundles are treated as a single product and in case of returns, bundles are not divided into separate products.

Refund process:

1. Please send us the photos of the package you wish to process a refund for. The photos must be clear displaying the security seal.

2. In case you prefer to organize the shipping back yourself, we will provide you with a return address. Additional fees may apply. Once the package is sent, you should provide us with a tracking number. Please note, we don’t accept returns without tracking numbers.

3. Please inform us if you like us to provide you with a return label. Additional fees may apply. Upon receiving the return label, you should print it out, place it on a securely packed parcel and bring it to the nearest branch of the shipping carrier whose name is displayed on the return label.

4. Upon receiving the product at the warehouse, the investigation will be carried out to confirm the product is in sellable condition and unused. Once positive investigation results are received, we will process a refund for the product price. It can take up to 14 business days for the credited amount to be reflected on your account.

Please note:

1. We do not pay for shipping services for returns.

2. In accordance with guidelines of consumer rights and for safety of our consumers and carriers, some products are non-returnable and non-refundable.

3. If you decide to return one (or some) of the items included in a multiple items order, you will be charged the stand-alone price for the items you wish to keep, which may be higher, then refunded for the items you wish to return. In addition, as Free Delivery is applicable only for orders above certain value, we might charge the Delivery Fee in some cases when, after a refund, the total purchase value would become lower then required for Free Shipping.

4. For privacy and security reasons, any refund/exchange and other purchase related requests are accepted and processed only when they are sent from an email which was registered at the time of a purchase.

Privacy Policy

SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products, and other updates.

SECTION 2 - CONSENT

How do we get your consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent or provide you with an opportunity to say no.

How to withdraw your consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at any time, by contacting us at info@fraicheuriceglobes.com

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 - SHOPIFY

Our store is hosted on shopify.com. They provide us with an online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through SHOPIFY’s data storage, databases, and the general SHOPIFY application. They store your data on a secure server behind a firewall.

Payment:

If you choose a direct payment gateway to complete your purchase, then SHOPIFY stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located in a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

Google analytics:

Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 - COOKIES

Since our website is built on the Shopify platform, hence our website adheres to the cookie policies set by Shopify. Below is the link describing the Cookie Policy for Shopify:

https://www.shopify.com/legal/cookies

SECTION 8 - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 9 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@fraicheuriceglobes.com

Terms of Service

OVERVIEW

This website is operated by Fraîcheur Ice Globes (UAB Neorus). Throughout the site, the terms “we”, “us” and “our” refer to Fraîcheur Ice Globes. Fraîcheur Ice Globes offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on SHOPIFY Inc. They provide us with an online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 - ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express wrote permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS, AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

SECTION 6 - OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 7 - THIRD-PARTY LINKS

Certain content, products, and services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 8 - USER COMMENTS, FEEDBACK, AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any rights of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 9 - PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

SECTION 10 - ERRORS, INACCURACIES, AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 11 - PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 12 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Fraîcheur Ice Globes, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 13 - INDEMNIFICATION

You agree to indemnify, defend and hold harmless Fraîcheur Ice Globes and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference or your violation of any law or the rights of a third-party.

SECTION 14- SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 15 - TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 16 - ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 17 - CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 18 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at info@fraicheuriceglobes.com

FAQ

Do all colors work the same?

Yes, all colors work the same, we just offer many color options for our customers. All our ice globes are made of high-quality materials.

Are products vegan and cruelty-free?

Whilst our products are not officially certified as ‘cruelty-free’ yet, we can confirm that we do not conduct or commission animal testing on ingredients, formulations or finished products. All our products are vegan!

What is security seal?

If you in any way damage the security seal which is on the product packaging, the product immediately becomes non-returnable – we don’t accept the product back to us and no refunds will be made.