Shipping & Returns

YOUR FRESHEN UP WITH ORDER

At Freshen Up With , you should experience a simple and exceptional ordering process. However, sometimes an issue or two may arise. Should your order status not be resolved from the information below, please email: [email protected] and title your email with your name and order number in the subject field.

I placed an order, but haven’t received a confirmation email

All orders placed are issued with an automated email confirmation. Please do check your Spam/Junk folder in your email inbox. If your order has been placed, you will receive an email confirmation. Please email: [email protected] if you have not received an email receipt in any of your email folders.

What should I do if my order hasn’t been delivered yet?

Please don’t worry! If your order has been shipped, you will have received a tracking number in an automated email. This will provide you the live status of your purchase.

Where do you ship my order from?

Our orders are carefully packaged and dispatched by our shipping team in Berkshire, England.

Can I change my delivery address or order contents?

We cannot guarantee any amendments once an order has been processed.

What is a hazardous item?

In our product range, Colognes are considered dangerous to transport.


SHIPPING

UK Standard Delivery

1.We use Royal Mail for delivery. Shipping prices are calculated at the Checkout stage of the ordering process.

2. After we have accepted your order, please allow up to 3 business days to process your order prior to us sending your order out for delivery. The delivery times are from when the item(s) have been dispatched.

3. Customers will be contacted directly should we be unable to process orders in this time-frame. During peak seasonal periods, please allow up to 5 business days after we have accepted your order for your order to be processed and then sent out for delivery.

4. During seasonal periods and bank holidays, delivery times may naturally vary.

5. Unfortunately we are unable to deliver orders to Armed Forces addresses.

6. Once items have been dispatched, we are not liable to any loss or damage caused to the item(s), compensation can be claimed via Royal Mail

 

Next Day Delivery (available for certain UK addresses only)

1. Almost all of our UK customers can benefit from the Next Day Delivery service option. However, if you live outside the mainland UK isles or in a remote mainland area, there may be a restriction on this service based on your postcode. We aim to deliver the next working day but deliveries to certain postcode areas may take longer.

2. Subject to these terms, all customers that place an order for goods before 13:00pm and purchase Next Day Delivery will have their purchase packaged and sent for delivery the same day (Monday – Thursday) and can expect to receive their parcel the following business day. Any Next Day Delivery orders placed after 13:00pm will be processed and shipped the following business day. Next Day Delivery orders placed on a Friday, Saturday, Sunday or on Bank Holidays will be shipped the next available business day.

3. A tracking number will be provided upon dispatch of your order via an emailed tracking link.

4. If you are not in to receive your order, a card will be left for you to collect at your local sorting office or to enable you to re-arrange delivery.

International Delivery

1. Deliveries outside the UK are based on distance and weight. Delivery Charges will be listed on the Checkout page when International delivery is available. 

2. Unfortunately we are no longer able to ship colognes outside of the UK due to hazardous goods restrictions.

3. Please allow to 3 business days for us to process your order prior to us sending your order for delivery.

4. Customers will be contacted directly if we are unable, for any reason, to process an order in this standardised time-frame. During peak seasonal periods, please allow up to 5 business days for your order to be processed. Delivery time scales for all international orders will vary according to the country of residence.

5. International orders are sent either via Royal Mail or through our reliable couriers.

6. Unfortunately we are unable to process orders to personal home addresses in Russia. We can only ship to registered business addresses.

7. Average Transit Time:

EU: 3-6 Business Days

US/CANADA: 3-4 Business Days

REST OF THE WORLD: 5-8 Business Days

Any orders sent via a courier will most likely exceed these estimations.

Failed Delivery 

1. You should be left a delivery card informing you how to arrange re-delivery or collection.

2. For our UK customers, your parcel will be kept with our delivery provider for the period of time stated on any delivery card before being returned to us. For our international customers your local delivery provider should state on their delivery card how long they keep your parcel before it is returned to us. If you do not receive a delivery card or no date is provided, please contact our Web Orders team.

4. If your order has failed to be delivered due to you providing incorrect delivery information, you may be required to re order as we are not responsible for personal information being entered onto our site. We will not refund or resend items which have incorrect delivery information. 

5. If you fail to collect your undelivered parcel from your local Post Office holding office, you may be required to reorder before items are resent. We are not at fault should a failure to collect occur, if Royal Mail failed to inform you of its whereabouts, please contact Royal Mail to resolve. 

 

RETURNS

Returning an order

We hope you will be thoroughly happy with your purchase. However, if for any reason you are not, we can offer either a refund or exchange providing that goods are unused and returned to us within 14 days of purchase.

Please ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service. We will not cover the cost of postage for returns.

If any of the items purchased from us has been opened and/or used, we are unable to accept returns due to hygiene reasons, we can only accept returns for products unopened.

Please enclose your name, address, order ID number and reason for return/exchange with your returned products.

We reserve the right to refuse a refund if your item(s) are non-saleable. We will not refund the cost of postage for refunds

Please contact us before any returns via [email protected] and we will provide you with a return address or discuss an alternative resolution. 

We aim to handle your returns within three working days of receiving the goods. If the goods are being returned because they were incorrectly supplied by us, then we will also refund the postage and packaging costs. Refunds will be given via payment method supplied at time of ordering.

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Copyright © Guy Philip Ltd Registered in England and Wales. Company No: 12685436 

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