We are sorry to inform you about possible delivery delays due to heavy weather conditions in US and Canada.
If you have received a delivery notice but your shipment has not arrived yet, please check your local post office. The parcel might be mishandled by your local postal services.
You can check your order status by entering your email address used for the order and/or your tracking number here: https://shop.fraicheur.com/tracking
There are multiple reasons as to why you may not have received your order confirmation:
If you have ruled out all of the above and have not received an email from us after placing your order, feel free to contact our customer service via the contact form you can find below. As a subject please use the option: "Have not received an order confirmation". Our dedicated customer support team will then check whether or not your order has come through.
As long as your order has not left our warehouse we can still change and correct your delivery address. Please reach out to our customer service via the contact form you can find below using the subject "Address change". Your delivery address will then be adjusted. Once your order has left our warehouse we can no longer change your delivery address.
If you wish to cancel your order please contact our Customer Service team as soon as possible. If your order hasn’t reached the fulfilment stage it is possible we may still be able to change or cancel it.
However, please be aware that we are often unable to make these changes because we usually have your order packed and awaiting shipment within 24 hours of it being placed.
As long as your order has not yet been passed along to our logistics partner, we can cancel your order and reimburse you. Please use our contact form with the subject "Cancelling my order" and provide us with your order number. You can then simply place a new order and effectively change it on your own.
Your invoice was sent to the email you provided in your order details. If you haven’t received it, please contact our customer support at: firstname.lastname@example.org
The processing time for orders is 1-2 business days. After that, delivery times are as follows:
Please keep in mind that during holidays or limited edition launches this time may vary. Thank you for your patience.
**Disclaimer: current COVID-19 pandemic has disrupted the logistics network, which has affected the delivery times. As a result, estimated delivery times for some items may be longer than usual at the moment.**
Please read our shipping policy for more information.
Please follow these instructions:
Fraicheur Hydrating Arctic Masks shipping fee is $4.95
Within 30 Days Period from the delivery date of your order (to be determined by the tracking number provided) any customer who is not satisfied can return the product for a refund or replacement. Please contact our customer support explaining why you want to return your product so our support team can send you further instructions:
Return shipping will have to be covered by the customer and any related fees will not be compensated by us.
Read more about our return policy here: Return Policy
We will give a refund for the returned product within 14 days from receiving the product at our return address. However, please note that we will only accept the returned product if it was not used, has not been damaged and has been sent back to us in the original packaging. A refund might take up to 5 days to reach your bank account after it's made.
STEP 1. Look for order confirmation number in your email
STEP 2. Fill the “Order number” field above with your order confirmation number.
If you have read and not found a solution in our Frequently Asked Questions, please contact us via the form below.