REFUND & EXCHANGE POLICY

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 customercare@faceiceglobes.com

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 customercare@faceiceglobes.com

Refund process:

1. Please send us the photos of the package you wish to process a refund for. The photos must be clear displaying the security seal.

2.1. In case you prefer to organize the shipping back yourself, we will provide you with a return address. Additional fees may apply. Once the package is sent, you should provide us with a tracking number. Please note, we don’t accept returns without tracking numbers.

2.2. Please inform us if you like us to provide you with a return label. Additional fees may apply. Upon receiving the return label, you should print it out, place it on a securely packed parcel and bring it to the nearest branch of the shipping carrier whose name is displayed on the return label.

3. Upon receiving the product at the warehouse, the investigation will be carried out to confirm the product is in sellable condition and unused. Once positive investigation results are received, we will process a refund for the product price. It can take up to 14 business days for the credited amount to be reflected on your account.

Please note, we do not pay for shipping services for returns.

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