We are here to help
Whether your question is about an item before you buy it or about an order you have already placed, write to us and we will follow it up. This page explains when to get in touch and what information will speed up the answer.
Reasons to contact us
- Product questions: details of an item, the pack options available, or how to store it.
- Order follow-up: the status of an existing order or a change to its details.
- A problem with an order you received: an incorrect item, damaged packaging, or a quality concern.
- Payment matters: confirming a transaction, a pending payment, or a duplicate charge.
- Your account: trouble signing in or with your account details.
- Business enquiries: bulk orders or working with us as a brand.
What to include
To get a precise answer in the first reply, please include the following where relevant:
- Your order number, if the question concerns an order.
- The product name exactly as it appears in the store.
- A short, clear description of the issue.
- Photographs where there is a problem with the product or its packaging — an image saves a great deal of back and forth.
- The email address or phone number linked to your account.
Order follow-up
If your question is about an existing order, please include the order number in your first message. You can also review your order history from your account to check the details.
Product enquiries
Before writing, it is worth checking the product page itself — the description, pack options and storage guidance are all set out there. If your question is still unanswered, write to us and name the specific product.
You can also go back to the shop to check the product details and pack options before writing.
Business enquiries
For bulk orders, or to talk to us about listing a brand on the platform, write to us describing the nature of the enquiry and the volumes you expect to sales@freshety.com.
Before you write
Our frequently asked questions page covers the common questions about ordering, storage, payment, and returns and refunds — it may save you the wait.