Refund policy

Shipping Policy

Thanks for your purchase! If you need help, please use the chat bubble at the bottom-right of our website to reach us.

Address accuracy: If incorrect address details are entered at checkout and the parcel returns to us, a second postage fee will be required for reshipment.
Christmas Cut-Off Dates

To help ensure delivery before Christmas, please order by:

  • United Kingdom: 5 December
  • United States: 1 December
  • International: 1 December

Orders placed after these dates may not arrive in time for the holidays.

Processing Time

All Freshenify products are custom-made to order. Standard processing time is 3–9 business days from the date you placed the order (Mon–Fri).

Processing includes: preparing/cropping your photo, printing, curing/drying, scenting, cutting, sealing/packaging, and dispatch to the carrier.

Refunds cannot be processed during this processing window.

Track My Order

For the fastest, most accurate updates, please use our tracker: https://freshenify.co.uk/pages/track-my-order.
Please check here first; if something looks off, start a chat with us on the website.

Royal Mail / USPS handover: If tracking shows “not yet handed to Royal Mail / USPS”, it doesn’t mean nothing is happening — it means your parcel is on the way from our facility to the carrier’s depot. This initial scan can take 2–3 days to appear and is normal.

Carriers & Service Areas

  • United Kingdom: Royal Mail
  • United States: USPS
  • Other countries: shipped via our postal partners (first-mile/line-haul may hand off to your local postal service).

Delivery Estimates (after dispatch)

Delivery Method Estimated Timeframe (excludes processing)
Royal Mail Tracked 24 1–3 business days
Royal Mail Tracked International 7–15 business days
USPS (Domestic) 2–5 business days
USPS International 7–15 business days (varies by country)

You’ll receive a notification once your items are dispatched—this is when delivery timeframes begin. Remote UK regions (e.g., Northern Scotland and outlying islands) may take longer.

Tracking & Carrier Handover

After dispatch, your tracking number and link will be provided. It’s normal for tracking to show “not yet handed to Royal Mail / USPS” for 2–3 days while the parcel travels from our facility to the carrier’s depot.

Tracked Services Explained (Royal Mail / USPS)

  • You’ll receive a tracking link after dispatch.
  • On delivery day, the carrier may send an email/text (if provided).
  • If delivery is missed, follow the carrier’s instructions to rearrange delivery or collect from a local office.
  • Tracked services are offered on parcel-sized orders.

Address Changes & Delivery Issues

  • Need to change the shipping address? Please start a chat with us before your order ships.
  • If a parcel returns due to an incorrect address or failed delivery attempt, we can reship once received; additional postage may apply.

Customs, Duties & Taxes

International orders may incur customs duties or import taxes. These charges are the buyer’s responsibility and are not included in our prices or shipping fees.

Lost, Delayed or Damaged Parcels

  • Delayed: If your parcel hasn’t arrived 10 business days after the upper estimate (UK/USA) or 20 business days (other countries), please start a chat with us.
  • Damaged or faulty items: Please start a chat and have a photo ready so we can help quickly. Because items are custom-made, we typically offer a replacement first where legally permitted.

Returns

As every piece is made to order, we cannot accept change-of-mind returns. We’ll always make it right for damaged, faulty or incorrect items—just start a chat with us on the website.

Help us move fast: We’re a small, hands-on team. Please check the Order Tracker first; if you still need help, use the website chat. Frequent “any update?” messages can slow production because time spent replying is time not spent making your order. Thank you!

Can’t access the chat? As a fallback, email support@freshenify.com.