FAQ

No, we do not offer personalized fraîcheur ice globes.

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.

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!

For customer service inquiries please write an email to [email protected]

Your order may have been subject to duties & taxes applied by your local customs office - it is no the shipping fee, that you have already paid shipping fee while ordering on the website.

Items shipped outside of the United States are subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore can not be reimbursed by Fraîcheur Ice Globes.

Customs regulations in the U.S.A. require that we display the full product value on the front of the package (this includes products that are purchased at a discounted price or are part of a promotion). Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

At the moment all orders fulfilled by Fraîcheur Ice Globes are despatched within the the United States so you may be asked to pay customs import Tax or VAT charges if your order passes through your local customs office.

Fraîcheur Ice Globes will not refund these charges.

Unfortunately, we have no control over these charges or the costs applicable as these vary from country to country.

We recommend you contact your local customs office to find out more about any possible charges you may be required to pay.

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.

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 [email protected]

 

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 [email protected] 

 

More information about returns please visit Refund & Exchange Policy

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.

 

  1. 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.

 

  1. 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.

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