1. Do you ship internationally?

Yes! We ship FOR FREE to Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom. If you are from these countries choose on the menu SHOP -> EUROPE. 

We also ship to the Brunei, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, Vietnam, Macao, Australia, New Zealand, Nepal, Canada, Mexico, Andorra, Liechtenstein, San Marino, Norway, Switzerland, Timor Leste, Fiji, Micronesia, Guam, Marshall Islands, Northern Mariana Islands, Paulau, Puerto Rico, U.S. Virgin Islands, Kiribati, New Caledonia, Papua New Guinea, Samoa, Solomon Islands, Tuvalu, Vanuatu, Wallis And Futuna, Hong Kong, China, India, Pakistan, Indonesia, Sri Lanka, Cambodia, Iran, Lebanon, Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, Turkey, Cyprus, Israel, Jordan, Egypt, Myanmar, Russia, South Africa, United Kingdom, United Arab Emirates, United States, Yemen.

If you are from these countries choose on the menu SHOP -> INTERNATIONAL. 

*At our European warehouse we have just Blue, Purple and Ombre Purple colors ice globes. If you are from the United Kingdom and you want to order Purple, Gold, Artic Blue and Quaztz ice globes you have to go to SHOP - > INTERNATIONAL. Our international orders are shipped from Hong Kong or the United States, therefore you may need to pay customs fees before the delivery.

2. How long will it take to get my order?

It depends on where you are. We need at least 2-3 business days to process your order. The actual shipping time depends on each courier, see the question below.

3. What shipping carriers do you use?

For orders which were made directly on our website we use:

  • UPS Express Saver (2-3 working days)
  • DPEX (3-5 working days)
  • ARAMEX (4-6 working days)
  • Deutsche Post (4-5 business days)
  • Yodel (1-2 business days) for shipping within the United Kingdom.
  • FedEx Ground (2-5 business days) for shipping within the United States.
  • Asendia (10-14 business days) for shipping to Russia.

4. Do you offer returns?

Yes, you have 30 days to return the product if you have bought it on Amazon. We accept not damaged and not used products.

We always aim to make sure our customers love our products, but if you do need to return an order, we’re happy to help. 

If you got damaged product from Amazon, please contact their help team or us, we will send you a new product.

If products were ordered on our website directly, we do not accept returns, exchanges or refunds due to hygiene reasons. All sales are final. Please note, Fraîcheur Ice Globes reserves the right to refuse all returns.

5. Can I get my product personalized?

No, we do not offer personalized Fraîcheur Ice Globes.

6. Can I sign up to your newsletter?

Yes! Just enter your email here, and you’ll be added to our subscription list. You’ll be sent updates, exclusive offers, and much more.

7. Do colors work the same or do different things?

No, all colors work the same, we just offer many color options for our customers. All our ice globes are made of the same strong, high-quality glass.

8. Are products vegan and cruelty free?

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!

9. Are Fraîcheur Ice Globes sold at any other retailers?

Yes, you can buy our products:


Amazon.co.uk
Amazon.com
Urban Outfitters

10. How can I get in touch with your customer service team?

For customer service inquiries please write as an email to info@faceiceglobes.com

11. Do I have to pay customs and taxes?

You may need to pay customs or taxes it depends on your country policy.

Customers who ordered products via SHOP -> EUROPE  do not need to pay any customs fees. VAT is also included in the price.

12. If I decide not to accept the parcel, will I get a refund?

You will get a refund just for the product price. We won't refund you shipping fee.

13. Are prices included VAT?

Yes, prices for European customers includes VAT fee.

14. I have not received a confirmation email, what should I do?

Firstly, please check your junk mail. If still not received please check the email address that you entered at checkout is correct and send us an email at info@faceiceglobes.com with your full name.

15. How can I track my order?

ou will receive an email when your order has been processed, this will include the tracking details of your order. 

16. Can I cancel my order?

We aim to ship your order as quickly as possible! If you want to cancel your order, please contact us immediately, we will see what we can do.

17. Where is my order shipped from?

"International Shipping" orders are shipped from our Kong Kong or US warehouse.

"Europe Shipping" orders are shipped from our European warehouse.

18. I am not satisfied with an item that I have received, what should I do?

If your order has been received in an unsatisfactory condition, please let us know within 3 days of your order being received. Please email photos and your order number to info@faceiceglobes.com with the subject heading DAMAGED ITEM. Please note we cannot consider cases reported after 3 days of the receipt of your items.

19. I have not received all of the items I ordered, what should I do?

Please contact us at info@faceiceglobes.com with the subject heading MISSING ITEM along with your order number so we can review this, please contact us within 3 days of receiving your order. Cases reported after this time frame may not be eligible for review.

20. What currency will I pay in?

You will pay for your order in USD. However you can see the prices in your local currency.

21. Courier has contacted me regarding an additional payment due on my order, I thought I already have paid all the price?

Your order may have been subject to duties & taxes applied by your local customs office. 

22. How do I pay for any additional tax & duty charges?

Courier will contact you if there are any additional tax & duty charges applied to your order. These will be collected by them on behalf of your local customs office before or upon delivery.

23. What happens if I refuse to pay for additional tax & duties on my order?

If you refuse to pay tax & duties applied to your order, courier will attempt to return your order to Fraîcheur Ice Globes. If successful, a refund will be processed within 14 days of receipt however the cost of return shipping will be deducted from your refund amount. Please note some countries may not allow your order to be returned for failure to pay tax & duty, in which case a refund is not guaranteed (see Indian exclusions below).

If your delivery address is in India and you refuse to pay the tax & duties applied to your order you will be required to submit documentation to customs to release this shipment for return. Since the goods cannot be returned to us without prior payment of duties, the tax & duty along with return shipping costs will be deducted from your refund. If you do not submit the required documentation to release the items Indian customs will dispose of the items and no refund will be issued.

24. What happens if I refuse to pay for additional tax & duties on my order?

If you refuse to pay tax & duties applied to your order, courier will attempt to return your order to Fraîcheur Ice Globes. If successful, a refund will be processed within 14 days of receipt however the cost of return shipping will be deducted from your refund amount. Please note some countries may not allow your order to be returned for failure to pay tax & duty, in which case a refund is not guaranteed (see Indian exclusions below).

If your delivery address is in India and you refuse to pay the tax & duties applied to your order you will be required to submit documentation to customs to release this shipment for return. Since the goods cannot be returned to us without prior payment of duties, the tax & duty along with return shipping costs will be deducted from your refund. If you do not submit the required documentation to release the items Indian customs will dispose of the items and no refund will be issued.

25. Who are your authorized retailers?

Our authorized retailers are: 

  • Amazon.com
  • Amazon.co.uk
  • Urban Outfitters
  • @alman.cosmetic on Instagram (for Iranian market)
  • @beautyiceglobes on Instagram (for Middle East region)
  • http://www.thesweatshoppe.com/ in North Hollywood, US