Product & Ingredients
When does my product expire?
Because they are made fresh, our products typically last anywhere between 3-6 months. If you have a specific question about a specific item, shoot us an email!
How do I use the item I ordered?
Check out the product page on our website to view detailed instructions and tips on how to use the product you ordered! In addition, our Instagram page has a lot of fun tips and instructions!
How should I store my product?
Most skincare products, including our oil based products, do well stored in a dry and dark space. Sun and constant air exposure can decrease the quality and efficacy of the products so be sure to store them properly!
Are your products natural?
Natural isn’t an official term in skincare. We strive to use highly effective plant based ingredients in all of our products but not exclusively.
Are your products organic?
We’re all about using organic ingredients where we can but our products are not organic certified.
Are your products clean?
There is no universally accepted 'clean' standard. However, we exclude ingredients that could be damaging or unethically sourced. We strive to align with the Clean by Credo list standard, one of the most well known standards for beauty brands.
Are your products fragrance free?
Yes! All of our products are fragrance-free.
Are your products safe for sensitive skin?
All of our products are made to be used on all skin types! We prioritze a few key ingredients for more biocompatibility but if you're concerned, we suggest you check with your dermatologist first or patch test.
Shipping
When will my order be shipped?
Due to being a smaller business with a smaller team, all orders will be processed and shipped within 2-4 business days from the date of purchase. Once your order has been shipped, you will receive a shipping confirmation email with your tracking information. Please note that we do not ship on weekends or holidays.
I haven't received my order, where is it?
After placing an order, you should have received a confirmation email with the tracking information, make sure to give it a look (it may be in spam). If you believe it should have been delivered, but it hasn't, please contact support@fresklo.com.
My order says delivered but I didn't receive it, what should I do?
We do not accept responsibility for lost or stolen packages. However, if you have any issues with your order, please contact support@fresklo.com and we will do our best to assist you.
My order came damaged, what should I do?
If items are damaged during delivery, please contact us immediately to discuss a refund or exchange at support@fresklo.com.
I accidentally put in the wrong address, what do I do?
Please contact us immediately through email if you need an address update. If the order has not yet been shipped out, we can fix this issue free of charge!
How can I qualify for free shipping?
If your order value is over $60 you will automatically qualify for free shipping!
International Order?
If your order is shipped outside the US it will take at least 20-30 business days to arrive. Please note it may take up to 6-8 weeks (from the day the order was shipped out) due to customs and delays to be delivered. Please keep this in mind.
Orders
Can I cancel my order?
If your order has not yet been shipped out, you are able to cancel it. Contact us ASAP!
Can I return my order/get a refund?
At this time, we do not accept returns for any products purchased. However, we may offer refunds in certain situations. To be eligible for a refund, please contact us at support@fresklo.com within 30 days of receiving your order. We will be happy to assist you in processing your refund. We will require proof of purchase, such as an order confirmation number or email receipt. Shipping and handling fees are non-refundable. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please review our review policy for more details.
There are items missing from my order, what do I do?
If there was a mistake made on your order, contact us ASAP so we can fix that for you!
Philosophy & Sustainability
What should I do with a finished container?
We strive to make our packaging as sustainable as possible. Our primary packaging is completely recyclable or reusable. Our caps and droppers are made from 100% recyclable PP. Our bottles are 100% recyclable glass or PP. We recommend reusing containers around the house! Hold your earrings or other small items in your Fresklo Clay Mask container or use the Vinifera bottles as dainty flower vases! You are also encouraged to recycle them according to your state rules.
Do you test on animals?
Absolutely not! We love all animals and none of our products have been tested on them.
How do you formulate and test your products?
We formulate all products in house so we have visibility and confidence that our products are produced to our standard. We never test on animals and use high quality ingredients tested on people over time to make sure our products are performing to our standards!