FREQUENTLY ASKED QUESTIONS REGARDING FACIAL ICE GLOBES

• We do not add discounts or refund discount amount on your done orders.
• We reserve the right not to apply a discount on your order.
• We reserve the right not to apply free shipping to your order.
• Delivery during Black Friday and Cyber Monday sale could take some days longer as our warehouse gets a lot of orders. Thank you for understanding.

Yes!

First, we need 1-2 business days to process your order. We provide a tracking number.
UPDATED delivery time:

FREE DELIVERY!  FedEx Ground (1-5 business days) - The United States.

Morning Express (2-5 business days) - Hong Kong.

UPS (2-3 business days) - Brunei, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, Vietnam, Macao.

DHL (4-14 business days) - Andorra, United Arab Emirates, Afghanistan, Antigua and Barbuda, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Australia, Aruba, Azerbaijan, Barbados, Bangladesh, Burkina Faso, Bahrain, Burundi, Benin, Saint Barthélemy, Bermuda, Bolivia, Brazil, Bahamas, Bhutan, Botswana, Belarus, Belize, Canada, Cocos Islands, Central African Republic, Congo, Switzerland, Côte d'Ivoire, Cook Islands, Chile, Cameroon, Colombia, Costa Rica, Cabo Verde, Curaçao, Christmas Island, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Egypt, Western Sahara, Eritrea, Ethiopia, Fiji, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Greenland, Gambia, Guinea, Guadeloupe, Equatorial Guinea, South Georgia and the South Sandwich Islands, Guatemala, Guam, Guinea-Bissau, Guyana, Honduras, Haiti, Indonesia, Israel, Isle of Man, India, British Indian Ocean Territory, Iceland, Jamaica, Jordan, Kenya, Kyrgyzstan, Cambodia, Kiribati, Comoros, Saint Kitts and Nevis, Kuwait, Cayman Islands, Cyprus, Kazakhstan, Lao People's Democratic Republic, Lebanon, Saint Lucia, Liechtenstein, Sri Lanka, Liberia, Lesotho, Morocco, Moldova, Montenegro, Saint Martin, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Northern Mariana Islands, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mexico, Mozambique, Namibia, New Caledonia, Niger, Norfolk Island, Nigeria, Nicaragua, Norway, Nepal, Nauru, Niue, New Zealand, Oman, Panama, Peru, French Polynesia, Papua New Guinea, Pakistan, Saint Pierre and Miquelon, Pitcairn, Puerto Rico, Palestine, Palau, Paraguay, Qatar, Réunion, Serbia, Russia, Rwanda, Saudi Arabia, Solomon Islands, Seychelles, Saint Helena, Ascension and Tristan da Cunha, Svalbard and Jan Mayen, Sierra Leone, Senegal, Suriname, Sao Tome and Principe, El Salvador, Eswatini, Turks and Caicos Islands, Chad, French Southern Territories, Togo, Tajikistan, Timor-Leste, Turkmenistan, Tunisia, Tonga, Turkey, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, United States Minor Outlying Islands, Uruguay, Uzbekistan, Saint Vincent and the Grenadines, Venezuela, British Virgin Islands, U.S. Virgin Islands, Vanuatu, Wallis and Futuna, Samoa, Mayotte, South Africa, Zambia, Zimbabwe.

All orders are being shipped from the United States or Hong Kong warehouses.
Items shipped outside of the United States or Hong Kong are subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore can not be reimbursed by Fraîcheur Ice Globes. Customs regulations in the U.S.A. require that we display the full product value on the front of the package (this includes products that are purchased at a discounted price or are part of a promotion). Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

First, we need 1 business day to process your order. We always provide a tracking number.

Delivery time:

• FREE DELIVERY! 1-2 business days by Royal Mail or ParcelForce - The United Kingdom.

• 2-8 business days by Royal Mail, DPD or ParcelForce - Austria, Bosnia & Herzegovina, Belgium, Bulgaria, Czech Republic, Germany, Denmark, Estonia, Spain, Finland, France, Croatia, Hungary, Ireland, Italy, Lithuania, Luxembourg, Latvia, Netherlands, Poland, Portugal, Romania, Sweden, Slovenia, Slovakia, Guernsey, Gibraltar, Greece, Jersey, Monaco, Malta, San Marino.

All orders are being shipped from our warehouse in the United Kingdom, Europe.

If you are from these countries: Albania, Andorra, Belarus, Iceland, Liechtenstein, Macedonia, Montenegro, Norway, Russia, Serbia Switzerland, Ukraina, please order via SHOP -> INTERNATIONAL. Your order will be shipped from the US warehouse.

DHL eCommerce, FedEx Ground, Aramex, UPS, DPEX, Morning Express.

Fraîcheur Ice Globe allows our customers to cancel unshipped orders (if an order is already processing, we can't cancel it) at any time for a full refund. If you wish to cancel or have any questions, please contact customer service at customercare@facialiceglobes.com

We do not offer refunds/exchanges if the product was used. If you want to return unused, unpacked order, please contact customercare@facialiceglobes.com.

We will send you the address in the United Kingdom or the United States and you will need to send us the product with the tracking number. We do not pay for shipping services for returns.

After we get the product, we will investigate it, and if it is in a sellable condition and not used, you will be refunded only for the product price. It can take up to 14 business days. We do not make refunds for shipping fees.

No, we do not offer personalized Fraîcheur Ice Globes.

Yes, all colors work the same, we just offer many color options for our customers. All our ice globes are made of high-quality materials. 

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!

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

International Orders (International Shipping) are being shipped from our Hong Kong or the United States warehouses.

European Orders (European Shipping) are being from our United Kingdom warehouse.

International Orders (International Shipping) prices do not include the VAT fee or any other fees.

European Orders (European Shipping) prices include the VAT fee.

Your order may have been subject to duties & taxes applied by your local customs office - it is no the shipping fee, that you have already paid shipping fee while ordering on the website.

Items shipped outside of the United States or Hong Kong are subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore can not be reimbursed by Fraîcheur Ice Globes.

Customs regulations in the U.S.A. require that we display the full product value on the front of the package (this includes products that are purchased at a discounted price or are part of a promotion). Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

At the moment all orders fulfilled by Fraîcheur Ice Globes are despatched within the Hong Kong or the United States so you may be asked to pay customs import Tax or VAT charges if your order passes through your local customs office.

Fraîcheur Ice Globes will not refund these charges.

Unfortunately, we have no control over these charges or the costs applicable as these vary from country to country.

We recommend you contact your local customs office to find out more about any possible charges you may be required to pay.

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.

If you refuse to pay tax & duties applied to your order, the 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 - it is a 40% fee of the total amount of your order. 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.

In the end, you will pay for your order in USD. USD is our main and only currency on the website. Therefore you can see the prices in your local currency.