Help & support
Something not right, or a question about an order? Write to [hello@getfreshli.com](mailto:hello@getfreshli.com) and a person will reply, usually within a day. The answers below cover the questions we hear most.
Last updated Read our terms of service
Contact us
Email hello@getfreshli.com. If it is about an order, include the order reference from the app (it starts with #FR) and, for a problem with what arrived, a photo. You can also reach us from Account → Help & support in the app.
Signing in
Freshli has no passwords. Enter your email address and we send you a 6-digit code; type it into the app to sign in. The first time you sign in, that also creates your account.
- No code? It can take a minute. Check your spam or promotions folder, and that the address is spelled right. After 30 seconds the app lets you send a new one.
- Code not accepted? A code works once and expires after 10 minutes, and 5 wrong tries lock it. Tap Resend for a fresh code.
- "Too many tries"? Wait a few minutes before asking for another code.
- Account closed? A closed account cannot sign in. If you closed it by mistake, write to hello@getfreshli.com within the grace period and we will restore it.
Ordering and delivery
Farms harvest and pack to order. Order before the evening cut-off shown in the app, pick a delivery window, and your food arrives the next morning. The app shows the cut-off, the windows you can choose from and any delivery fee before you pay.
Freshli currently delivers in Lagos. If the app cannot offer a window for your address, we cannot deliver there yet.
Paying
Pay on Paystack's secure page, by card, bank transfer or USSD - Paystack is our payment provider. Your card or bank details go straight to Paystack; Freshli never sees them. If a payment does not complete, nothing is charged and the order is cancelled; it stays in Your orders as cancelled, and your basket is kept.
Cancelling an order
Open the order from Account → Your orders and tap Cancel order - you can do this until a farm starts packing it, and your payment is refunded in full. How fast the refund reaches you depends on your bank. The full rules are in our terms.
A problem with an order
If something is missing, damaged, spoiled or not what you ordered, tell us within 48 hours of delivery at hello@getfreshli.com, ideally with a photo. We will make it right with a refund, a redelivery or account credit. See If something is wrong in our terms.
Notifications and emails
Choose what we tell you about under Account → Notifications & preferences: order updates, harvest updates from farms you follow, restock alerts, and the weekly digest, which stays off unless you turn it on. Push notifications can also be switched off in your phone's settings.
Deleting your account
In the app, go to Account → Your profile → Delete my account. You are signed out everywhere straight away and your personal details are deleted after a short grace period, during which you can change your mind. You can also ask by email - see Delete your account in our privacy policy for exactly what we delete and what we must keep.
Your privacy
Our privacy policy explains what we collect, why, and your rights, including under the NDPA and the GDPR. Privacy requests go to hello@getfreshli.com.