Support
Questions about an order, delivery, payment or your account? Write to us — Fresh Express support staff handle every request.
Contact us
In the app
Profile → Chat with supportSign in and write to an operator directly. The answer arrives in the same chat and as a notification.
Your order number (FE-…) is shown under My orders in the app — including it gets you a faster answer.
Frequently asked questions
Where is my order?
Open My orders in the app — every order shows its status there. Once a courier is on the way you can follow them on the map, and each status change arrives as a notification.
How do I cancel an order?
While an order can still be cancelled, the cancel button is at the top of the order in My orders. If the button is gone, the order is already on its way — write to support.
Something is missing, wrong or damaged
Write to us within 24 hours of delivery and include the order number. Faulty or wrong items are refunded or replaced.
I was charged but the order did not go through
Send us the order number and the time of payment. An order that was paid for but not fulfilled is refunded under the payment provider’s rules.
The SMS code does not arrive
Check the number, wait a minute and request the code again. If it still does not arrive, contact us by email or phone above.
How do I delete my account?
In the app: Profile → Delete account. What is deleted and how long it takes is on the account deletion page.