Frequently Asked Questions

ORDERING 

• What is the status of my parcel?
  As soon as your order has been processed, you’ll receive an email containing a link with a Track & Trace code so that you can track your parcel. Once PostNL has scanned the parcel, information will be visible via the link. This takes 24-48 hours on average. If no information is visible via the tracking link after 72 hours, please send us a message.
  
  In addition, you can find the status of your parcel by filling in your tracking code at www.17track.net. The sender is PostNL international mail. You can also enter the code on the local carrier's site.
  
  
• What is the delivery time?
  All parcels are dispatched on working days within 24 hours* from our warehouse in the Netherlands. The average delivery time to the UK is 5-6 days. The delivery time depends on the speed of the carriers: PostNL in the Netherlands and Royal Mail in the UK. Should you live outside the EU, shipments may take up to 2 weeks. We recommend checking the status of your parcel with the Track &T race code via www.17track.net.
  
  
• Why haven’t I received a confirmation email of my order?
  As soon as we’ve received your order, we’ll send you a confirmation email. If, for some reason, you don’t receive it, please check your spam folder. It’s also possible the payment hasn’t been completed correctly, so your order will not have gone through. If the payment has been completed correctly and there’s no confirmation email in your spam box, send us a message below, and we’ll be happy to help you. 
  
  
• I have a question for customer service, but I don't know what my Freshz order number is. How do I find out?
  Your Freshz order number can be found in your confirmation email. To verify your order, we will always ask for your order number or the name under which you placed the order.
  
  
• Do you ship to other countries?
  We ship to almost every country. When you fill out your details on the checkout page of our website, you can select the country where you want your package to be shipped. In this field, the UK is entered as the country by default. However, you can select which country to ship to via the dropdown menu.
  
  
• Are your products sold in physical shops?
  Unfortunately not. Our products are only available to buy in our webshop.

PAYMENTS

• Do you accept cash on delivery payments?
  Unfortunately, we don’t. However, we do offer 'post-payment with Klarna'. In addition, you can choose to pay by Paypal, credit card or Google/Apple Pay.
  
  
• Why do I have to pay customs fees?
  Our company is based in the Netherlands, so customers outside the EU zone may have to pay customs fees. For information, please refer to our terms and conditions.
  
  
• I placed an order and created an account. Why is my order not showing in my account?
  Your order will only appear in your account once the account has been created. Unfortunately, orders placed before your account has been created will not be visible. It’s also not possible to add this afterwards. To see an order in your account, you should create the account before placing your order.

RETURNS

• How can I return my order?
  You are able to return your product, provided it is still in its original packaging and unused. However, for hygiene reasons, we cannot take back products that have been used. In this instance, you can make use of our satisfaction guarantee. To do so, please leave a message or email us at info@freshzcompanies.com.
  
  
• Who pays the shipping costs of my return?
  If you want to return a product because you’ve changed your mind, you can. However, you will be responsible for the costs of the return. You can find more information about the returns process in our terms and conditions. If we have made a mistake by sending you the wrong product, we will bear the return shipment costs.

If your question + answer is not listed here, please get in touch with us by leaving a message below. 

If your question concerns an order you’ve already placed, please include your order number.