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Returns

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How to return
Online Purchase: You have a period of 60 days from the date you received your order.
Freshly Store Purchase: You have a period of 60 days from the date of purchase.
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Online returns
You can return your products online for free by following these simple steps:
1A. If you have a customer account, log in and select the order and products you want to return. After confirming the return, you will receive an email with the next steps.
1B. If you don't have a customer account or want to exchange, fill out this form or write to us at [email protected] explaining which products you want to return. The Customer Love team will be happy to assist you!
2. Prepare the packaging and pack all the products to be returned securely. You can even use the original box!
3. We will process the refund within a maximum of 14 days after confirming the reception at our logistics center and send an email confirming that the refund has been made. If shipping costs were paid for the original order, they will not be refunded when making a return.
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Return to a Freshly Store
You can return your items for free at our Freshly Stores.
All you have to do is present the products to be returned along with the purchase receipt for in-store purchases or your order sheet for online purchases. Remember, to return products purchased in a physical store, you must go to the same Freshly Store where you bought them.
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Special return conditions
  • Returns can be made online or in our stores, provided the products are in good condition, even if they are opened. Returns of products with less than half of the content or evidence of continuous use will not be accepted.
  • If the return of an online order is made in one of our stores, the condition of the product to be returned will be assessed in the store and may not be accepted.
  • Returns of damaged products will only be accepted if the purchase was made online and a photograph is provided as proof that the product arrived in that condition, along with the shipping label.
  • If the product to be returned belongs to a set, the return must be made for all the products in the set, unless the reason for the return is a reaction caused by one of the products, in which case an exception will be made.
  • If the returned order includes a gift that required a minimum value in the cart, and a total or partial return is made that does not reach the minimum for the customer to receive the gift, the gift must also be returned.
  • In the case of purchases made in stores using a gift receipt, only exchanges for any other product of equal or higher value are permitted, with the price difference being paid. Under no circumstances will money be refunded, nor will a voucher be issued for future use; the exchange must be made at the time of the return.

Exchanges

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How to make an exchange
Online Purchase: You have a period of 60 days from the date you received your order.
Freshly Store Purchase: You have a period of 60 days from the date of purchase.
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Online exchange
If you chose the wrong product when placing the order or tried it and it doesn't suit you, you can exchange it for another product at no additional cost to you! Write to us at [email protected], and one of our Skin Coaches will advise you to find the best Freshly for you. Remember that you can exchange for another product of the same or lower price, with the difference refunded in that case. For Freshly Makeup products, try and decide! If the shade you chose doesn't suit you, we'll exchange it for another that suits you better. We will process the shipment of the new product, and the courier will pick up the old one during the same delivery. You can keep it in the same box to ensure it arrives well protected.
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Store exchange
You can exchange your items for free at any of our Freshly Stores. You only need to present the products to be returned along with the purchase receipt for in-store purchases or your order sheet for online purchases. In the case of a purchase being made at one store and the exchange taking place at a different store, the customer must provide the purchase receipt, and if the purchase was paid with a card, the transaction number must be provided.

Refund for a return

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Refund for an online purchase
When you return an online purchase, you will receive a refund for your order in the same payment method used for the purchase. If it was a Cash on Delivery order, an IBAN will be requested to process a transfer. After the return is completed, we will send you a confirmation email.
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Refund for a Freshly Store purchase
If you returned an item purchased in-store, the refund will be processed using the same payment method used for the purchase. In the case of a return to one of our Freshly Stores related to an online purchase, cash refunds will never be made. If a refund to the original payment method is not possible, our store team will suggest an alternative method.

Special conditions for exchanges and returns

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  • CLICK & COLLECT: If an online order with the Click & Collect option arrives at one of our Freshly Stores, the customer must pick it up within a maximum of 10 days after receiving the corresponding notification confirming that the order is available in the store.
  • If you want to return or exchange an order placed through Click & Collect, you must wait for the email confirming that the order is ready for collection at the selected store. Under no circumstances will it be possible to prepare an order for a customer in advance if they have not received notification that the order has arrived at the store.
  • In case you want to request a return or exchange for any of the products in an order placed through the Click & Collect system, you may complete the return or exchange either online or at one of our stores.
  • What if the product is defective or does not match the purchased reference? If the received product is defective by Freshly Cosmetics, we will ensure that the entire exchange process is as easy as possible for the customer. Send an email to [email protected] with the order details and a photo showing the contents of the order, the box, and the shipping label. IMPORTANT: No action will be taken without the specified photos, so in case of an error or defect, the complete packaging must always be kept.
  • The return or exchange will be free, except for the Canary Islands, Ceuta, and Melilla, Andorra, the United Kingdom, the United States, Norway, for customs reasons. The customer can return the product by the preferred means, and we will process the refund upon receiving it.
  • The first 5 exchanges or returns each year will be free, and only one return or exchange per order is allowed. After this point, a fee of €4.90 will be charged, which will be deducted from the amount to be refunded or, in the case of an exchange, will be charged at the time of processing. In Freshly Stores, exchanges and returns will always be free. The exception countries will have specific values, to be informed during the exchange or return process.