FAQs
How can I contact Fresh Vitality?
We are here to help. For support, warranty queries, or skincare advice, email our London-based team at infofreshvitality@gmail.com. We aim to respond to all enquiries within 24 hours.
Where do you ship from?
All orders are dispatched directly from our warehouse in London, United Kingdom. We currently ship exclusively within the UK to ensure fast, reliable, and duty-free delivery for our customers.
How long will delivery take?
Orders are processed Monday through Friday. Once dispatched (typically within 1–2 business days), standard delivery takes 3–5 working days. You will receive a tracking number as soon as your Vitality Mask™ is on its way.
My device isn't working correctly. What should I do?
Please contact us before initiating a return.
Most issues are simple setup adjustments. Our support team can often resolve these instantly over email. If we cannot troubleshoot the issue, your device is covered by our 2-Year Limited Warranty and we will arrange a replacement promptly.
What is your return policy?
We accept returns within 30 days of delivery.
Important: To be eligible for a refund, items must be unused, in the same condition you received them, and in original packaging.
Please note: Due to hygiene and health & safety standards, we cannot accept returns on devices that have been used, unless the unit is verified as defective by our support team.
Can I cancel or edit my order?
Our warehouse processes orders quickly to ensure fast delivery. You may request a cancellation within 12 hours of placing your order. Once the picking process has begun, we are unable to intercept the package.
Are there hidden fees or taxes?
No. Since we ship from London, the price you see is the final price. There are no surprise import duties or customs charges for our UK customers.
Is The Vitality Mask™ safe to use?
Yes. LED light therapy is non-invasive and painless with no UV rays and no downtime. If you have a medical condition or are taking photosensitive medication, please consult your doctor before use.
What warranty do you offer?
The Vitality Mask™ comes with a 2-Year Limited Warranty covering manufacturing defects. If you experience any issues, contact our support team and we will make it right.