FreshFace Shipping Policy
At FreshFace, we're committed to delivering your skincare favorites quickly and efficiently. This policy outlines everything you need to know about how we ship your orders.
1. Delivery & Shipping Charges
The delivery of your FreshFace order depends on the shipping option you choose at checkout. Here’s what you can expect:
- Order Placement: You can place orders 24/7 through the FreshFace mobile application.
- Delivery Timings: Our standard delivery times are generally between 06:00 AM and 02:00 PM for same-day delivery, depending on your location in Lagos and the specific delivery slot you select. We'll show you available slots when you place your order.
- Shipping Fees: We offer free shipping on orders above ₦25,000. For orders below this amount, a shipping fee will be clearly displayed at checkout.
2. Delivery Process
Once your order is confirmed, our sellers will package your items and assign a FreshFace Delivery Ambassador to ensure it reaches you safely.
3. Accurate Information for Smooth Delivery
To ensure a seamless delivery, it's crucial that you provide accurate and complete information during your order.
- Your Responsibility: If a non-delivery occurs due to a mistake on your part (e.g., providing a wrong name, incorrect address, or any other inaccurate information), any extra cost incurred by FreshFace for redelivery will be charged to you.
- Confirmation of Details: By placing an order, you agree to provide authentic and true information. FreshFace reserves the right to confirm and validate the details you provide at any time. If your details are found to be untrue (wholly or partly), FreshFace has the right, at its sole discretion, to reject your order, cancel your registration, and/or debar you from using our services without prior notice.
- Delivery Address: You confirm that the address provided for the delivery of your ordered products will be correct and proper in all respects.
4. Order Cancellation by Customer
You can cancel your order at any time up to the cut-off time for the delivery slot you selected. To cancel, please call our customer service. If you've already made a payment, we will credit the equivalent amount to your FreshFace wallet for future purchases.
5. Returns During Delivery
We offer a "no questions asked return policy" at the time of delivery. If, for any reason, you're not satisfied with the quality or freshness of a product, our Delivery Ambassador will take the returned item back immediately. We will then issue a credit note for the value of the returned products to your FreshFace wallet, which you can use for subsequent purchases. Refunds for online payments will be processed back to your original payment method within 7 working days.
6. Eligibility for Delivery Services
FreshFace delivery services are currently available only in select geographies within Lagos, Nigeria. Please ensure your delivery address falls within our service areas before placing an order.
