Shipping & Returns
RETURNS
What's your return policy?
We want you to love your purchase, so if you are not totally satisfied, please email hello@freshlyplum.com within 30 days of delivery, so we can provide you with a return label and our return address. Upon return of the product, we will inspect and as long as they are more than half full, we are happy to offer you a full refund (excluding shipping) or merchant credit, depending upon your preference.
All returns must be received at our facility within two weeks of the return label being emailed. Otherwise, we will not be able to authorize the total refund or send out another return label.
While we understand that sometimes it takes a few tries to realize a product isn’t right for your skin, we will not accept returns or exchanges for any items where more than half of the product has been used. Any broken items or missing items do not qualify for refund or credit. If we need to ship these back, the purchaser is responsible for all packaging & shipping cost.
We are not responsible for any damage, defect, material difference, or loss of orders delivered to a forwarding address. If a package is lost or damaged after being received by the freight forwarder, it is their responsibility; please get in touch with them directly.
What are the steps to return products?
- CONNECT WITH CUSTOMER CARE
If you would like to return or exchange an item purchased online, please contact Customer Care to initiate your return/exchange at hello@freshlyplum.com
Our Customer Care Team will be happy to assist with a complimentary return label for returns that meet our policy requirements. You must contact Customer Care before sending in a return or exchange. We are not responsible for returns lost in transit that have not been communicated to customer care.
- COMPLETE THE RETURN FORM & PRINT THE PRE-PAID LABEL
Return labels will be sent to the email address attached to your original order unless otherwise specified. Returns can only be processed if our Return/Exchange form is included and the desired action is limited.
DOWNLOAD OUR RETURN FORM HERE AND INCLUDE IT IN YOUR PACKAGE
- PACK YOUR RETURN
Please safely pack the products and include the return form. Affix the prepaid return label to the box and ship it back to us by bringing the return to the carrier on the return label.
All returns must be received at our facility within two weeks of the return label being emailed – otherwise, we will not be able to authorize the total refund.
Can I return kits or sets?
Kits, sets, bundles, or duos are only eligible for returns if all equipment, sets, and pieces are included in the recovery. Returns received that have not been discussed with customer care and do not comply with our Return Policies will be held for seven days until we receive the return form. If outside the 30-day return timeframe, products will be returned to the sender at their expense or donated.
What if I received an order with broken items, missing items, or my package is missing?
Please get in touch with Customer Care as soon as possible after receiving your delivery or when you notice a package is missing after receiving our delivery confirmation email. For missing packages marked delivered to the address on order, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement. We cannot assist with items that arrived broken and missing outside of the 30-day return/exchange policy timeframe and without a photo of the broken items and package. We cannot assist after 15 days from when a box is marked as delivered. Any damaged or damaged package will need to be returned to our facility for further investigation. From there, our team will send a replacement to your original address.
