FAQs

Q: How do I update my personal details for my account?

A: You may log into your account and update your personal details from there.

 

Q: What should I do if I have trouble logging into my online account?

A: You may click ‘forget login’ to retrieve your login ID via email or ‘forget password’ to reset your password.

Q: Do you have a gallery or showcase room to view your products?

A: Yes, we have a showcase room featuring selected products in our headquarters located at 4 Loyang Link, Singapore 508895. You may drop by for a visit for viewing, or schedule an appointment with our salesperson for a product introduction.

 

Q: Can I request for samples?

A: Yes, please kindly drop us a call at 6546 6000 to check with our salesperson if we are able to provide the samples.

 

Q: How do I know if your products are safe to be used? Do you have accreditations for them?

A: Products under our house brands go through stringent checks and testing to ensure that it is safe to be used. You may request our certifications, test reports and accreditations from our sales representative.

 

Q: I have a concern about the products purchased after use, who should I contact?

A: As a local leading manufacturer of wet wipes, we take pride in the quality of our products and we adhere to stringent quality control standards in our factory. Hence, it is important to hear any feedback that we have from you and take immediate actions on resolving it.

 

For B2B customers, you may contact the sales representative in charge of your account to raise your concern.

For customers who purchased from our ecommerce store, you may contact the team at ecommerce@freshening.com.sg or 9424 2782.

Q: I wish to design my own customised products but I do not have the skills to design or have a graphic designer to do it for me. What should I do?

A: Freshening offers a design service through our branding centre where we can curate the design based on your requests. We will send you the draft design for your approval before we send it for printing and production.

 

Q: I have a specific product in mind, but I don’t see it on the list of products in your SHOP page.

A: We offer the flexibility of sourcing and manufacturing products customised to your needs even if they are not currently found on our SHOP page. Simply contact our salesperson to share your needs with us.

Q: Do you have minimum ordering quantity for your products?

A: For house brand products sold at our SHOP page, there is no minimum order quantity unless you wish to hit the minimum spending sum for free delivery. For customised products (OEM/Private labels), there is a minimum order quantity depending on the item. You may wish to call us to check on the MOQ.

 

Q: Why do I see a “Not Available” for certain products in the SHOP page?

A: We do not sell some of the items in loose packing for our ecommerce store, however you may select other variations to purchase in cartons.

 

Q: Can I purchase products from you directly via walk-in or do I have to purchase online?

We do not advise for walk-in purchase as we are unable to guarantee stock availability. It is recommended for you to make your purchase online before coming down for the collection.

Q: How will I know if my order has been confirmed?

A: You will receive an email notification once we received your order and another email notification that your item had been posted out.

Q: I have already placed my order, can I still change my delivery address?

A: If the order has not been processed yet, you may call us at 9424 2782 or email us at ecommerce@freshening.com.sg with your order number to inform us on the change.

Q: What are the delivery charges?

A: Min order of $80 for local free delivery.

For overseas orders, shipping will be calculated at checkout.

Q: Who delivers my orders?

A: All deliveries are made via a third-party logistics company. You will receive an email with your tracking number.

Q: What are your delivery timings?

A: As all orders will be delivered via a third-party logistics company, we won’t be able to commit a timing of delivery. However, you can leave a note stating your preferred timings. We will relay the message to our courier partner and they will try to accommodate to your request.

Q: How do I earn points?

A: Points can be earned via:

  • Purchases of items
  • Referral Programme
  • Reviews

 

Q: What can I do with the points earned?

A: Points can be used to:

  • Offset purchases
  • Redeem gift vouchers

 

Q: What is the expiry date for the points earned?

A: All points have to be used within a year

Q: How do I check the number of points that I have accumulated?

A: Points can be checked in your profile page with the number of points expiring at which date.

Q: I redeemed something but I did not received it. What should I do?

A: You may call us at 9424 2782 or email us at ecommerce@freshening.com.sg with more information of your redemption.

Q: I am keen in working with Freshening as a distributor and I want to know how I can proceed with this partnership.

A: Please kindly contact us at 6546 6000 to discuss further.