Returns & refunds

The 30-day window

You can return any item within 30 days of delivery for a full refund of the item price. The item must be unused, in resalable condition and in its original packaging.

You do not need to give a reason. If it simply was not what you hoped for, that is enough.

How to start a return

Email support@freshexpr.com with your order number (it starts FX-) and which items you are returning. We will reply within one working day with the return address and instructions.

Please do not send anything back before contacting us — returns received without a reference can take considerably longer to match to your order.

Who pays return postage

If the item is faulty, damaged in transit, or not what you ordered, we cover return postage and send a prepaid label.

If you are returning because you changed your mind, return postage is at your cost. We recommend a tracked service — we cannot refund a return we never receive.

Refund timing

Refunds are issued to your original payment method within 3 business days of the return arriving and passing inspection. Depending on your bank it can take a further 3–10 business days to appear on your statement.

Original shipping charges are refunded only where the return is due to our error or a faulty item.

Items we cannot accept back

For hygiene and safety reasons, we cannot accept returns of:

• •Items returned more than 30 days after delivery
• •Items that have been used, washed, or show wear beyond reasonable inspection
• •Items returned without their original packaging or with packaging destroyed
• •Gift cards and promotional free items

Damaged or faulty on arrival

Photograph the item and the packaging before disposing of anything, and email us within 7 days of delivery. We will send a replacement or refund in full, and you will not be asked to pay return postage.

Cancelling an order

Orders can be cancelled free of charge any time before dispatch. Once a parcel has shipped, the returns process above applies instead.