Frequently Asked Questions

Can't find what you're looking for? Email us at hello@fresnora.com and we'll be happy to help.

Orders & Account

1. Do I need an account to place an order?

No, you can check out as a guest. However, creating an account gives you access to:

  • Faster checkout on future orders
  • Easy access to your order history and status
  • Early access to new launches and exclusive promotions

2. Can I modify or cancel my order after placing it?

We begin processing orders quickly to ensure fast dispatch. If you need to make a change, please contact us at hello@fresnora.com as soon as possible. We cannot guarantee modifications once an order has been processed or shipped.

3. I have missing items in my order. What should I do?

We're sorry to hear that. Please contact us immediately at hello@fresnora.com with your order number and a description of the missing item(s). We will resolve the issue as quickly as possible.

Payment

4. What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover, as well as PayPal. All accepted payment methods are displayed at checkout.

5. Is my payment information secure?

Yes. All transactions are processed through an SSL-encrypted connection. Your payment details are transmitted directly to our payment provider and are never stored on our servers. We take your security seriously.

6. Are prices in USD? What if my card is in a different currency?

All prices on our website are listed in US Dollars (USD). If your card is issued in another currency, your bank will convert the amount at the exchange rate applicable on the date your transaction is processed. We are not responsible for any currency conversion fees charged by your bank.

Shipping & Delivery

7. How long does shipping take?

All orders are processed within 1–3 business days.

For full details, please refer to our Shipping & Delivery Policy.

8. How do I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number and a link to track your package. Please allow up to 48 hours for tracking information to update after dispatch.

9. Can I change my shipping address after placing an order?

Shipping addresses cannot be changed once an order has been processed or shipped. Please double-check your address carefully at checkout. We recommend using a permanent residential address rather than a temporary one.

10. Do you ship internationally?

Yes, we ship to most countries worldwide. Some regions may be excluded due to carrier restrictions or legal limitations. Please refer to our Shipping & Delivery Policy for the full list of non-serviceable regions.

11. Will I be charged customs duties or import taxes?

International orders may be subject to customs duties and import taxes levied by the destination country. These charges are the responsibility of the customer and are not included in our product or shipping prices. We recommend checking with your local customs authority before ordering.

Returns, Exchanges & Refunds

12. What is your return policy?

We accept returns within 14 days of delivery for items that are unused, unworn, and in their original condition with all tags attached. Please visit our Return & Refund Policy for full details.

13. I received the wrong item. What should I do?

We apologize for the error. Please contact us within 7 days of delivery at hello@fresnora.com with your order number and a photo of the item received. We will arrange a free return and send the correct item or issue a full refund.

14. My order arrived damaged. What should I do?

Please retain all original packaging and contact us within 7 days of delivery with your order number and clear photographs of the damage. We will arrange a replacement or full refund as appropriate.

15. Can I exchange an item for a different size or color?

Yes, we offer exchanges for the same product in a different size or color, subject to availability. Please contact us within 14 days of delivery to initiate an exchange. For full details, see our Return & Refund Policy.

16. When will I receive my refund?

Once your return has been received and approved, refunds are processed within 5–10 business days to your original payment method. Your bank may require additional time to post the credit to your account.

Still have questions? Reach out to us at hello@fresnora.com — we typically respond within 1–2 business days.