Photo Fresh Avaliações 

Resposta da Photo Fresh

12 de fev. de 2026

Hi Maria,

Thank you so much for your lovely review! We’re so happy to hear they exceeded your expectations and that they bring smiles and giggles, that’s exactly what we aim for.

Thanks again,
Stephen

Resposta da Photo Fresh

17 de fev. de 2026

Hi Amelia,

We’re really sorry to read this and would like to clarify a few points for context.

The next day delivery option refers to the shipping method once production has taken place, not the overall turnaround time. We have messaging across our website explaining that production times range from 5–10 days depending on demand, and we also clearly communicated the Valentine’s Day cut-off date due to high order volumes at that time.

As explained in our messages, we did attempt to amend your delivery address when you contacted us. Unfortunately, by that stage the order had already entered the dispatch process and the label had been printed, which meant we were unable to intercept it in time. We absolutely were not trying to shift blame, only to explain the situation transparently.

To resolve this for you, we have offered to resend the order to your new address free of charge, and we have also processed a full refund, which can take 3–5 working days to reflect depending on your bank.

We’re genuinely sorry this experience caused frustration and disappointment, especially as it was intended as a gift. Our intention has always been to resolve this fairly for you.

Thanks,
Stephen

Resposta da Photo Fresh

12 de fev. de 2026

Hi Angel,

Thank you so much for such a lovely review! Picasso sounds adorable, we’re so happy to hear your air fresheners turned out just as you hoped and that your car smells incredible. It means a lot to know you had such a great experience, and we can’t wait to make more for you soon.

Thanks again,
Stephen

Resposta da Photo Fresh

12 de fev. de 2026

Hi Tiffany,

Thank you so much for your honest review! We’re really glad you were happy with the product and delivery, and we appreciate the feedback on communication too, that’s something we’re always working to improve.

Thanks again,
Stephen

Resposta da Photo Fresh

12 de fev. de 2026

Hi Rebecca,

Thank you for taking the time to share your experience. You’re absolutely right that a 15-day dispatch time is not acceptable outside of peak season, and we’re genuinely sorry that your order was delayed. That fell below our usual standards, and we understand why that put you off ordering again.

As an apology, we issued a full refund for your order, even though the item was delivered and you were happy with the product itself. That was our way of acknowledging the delay and taking responsibility for it.

I also want to clarify one point regarding the review. We reached out not to pressure you, but because your original review stated that we were a scam and that we hadn’t responded to you. We're, of course, not a scam and we had in fact reached out to you multiple times via email and Instagram messages. Our intention was simply to ensure the information was accurate, not to dismiss your concerns about the delay, which were completely valid.

We genuinely appreciate honest feedback, even when it’s critical, as it helps us improve. I’m sorry again that your experience didn’t match the standard we aim to provide.

Thanks,
Stephen

Resposta da Photo Fresh

14 de fev. de 2026

Hi Caitlin,

Thank you for your review. All of our orders are usually delivered within 7–10 days at most, so we’re really sorry we fell a few days short of that timeframe this time. We also apologise for the confusion around the tracking link.

We’re glad to hear your order did arrive in the end and really appreciate your patience.

Thanks again,
Stephen

Resposta da Photo Fresh

12 de fev. de 2026

Hi Tom,

We’re really sorry to read this and completely understand your frustration.

We just want to clarify that our team has tried to reach out to you three times using the email address provided with your order but haven’t received a response. We’ve now gone ahead and processed a full refund for your order so you’re not left out of pocket.

That said, we’d genuinely still like the opportunity to resolve this properly for you. If you’re able to reply to our emails or get back in touch with us directly, we’d be more than happy to look into this further and see what more we can do.

Thanks,
Stephen

Resposta da Photo Fresh

28 de jan. de 2026

Hi Lesa,

Thank you so much for your thoughtful review. We really appreciate your patience during the busy Christmas period and are glad we could resolve the missing item quickly for you. It means a lot to hear you were happy with the quality, especially compared to similar products elsewhere.

Thanks again,
Stephen

Resposta da Photo Fresh

17 de fev. de 2026

Hi Kerri,

We’re really sorry to read this, and we completely understand how frustrating that delay must have been.

As discussed with you via email at the time, your order was unfortunately lost in transit during a very busy Christmas period. When you requested a chargeback through your bank, we accepted it immediately to ensure you weren’t left out of pocket.

We also went ahead and produced and shipped a replacement order to you, free of charge, which arrived in early February. We have reached out to you now several times as we were hoping you might have considered updating your review with the full resolution in mind, but we haven’t heard back from you since the replacement was delivered.

We’re genuinely sorry for the inconvenience caused during that period and appreciate you taking the time to share your experience.

Thanks,
Stephen

Resposta da Photo Fresh

Atualizado em 27 de jan. de 2026

Hi Janty,

Our team have tried to find your order details from the 15th January in order to reach out to you. We don't have an order under anyone named Janty, nor have you included an order number or postcode. If you can reach out to us at Hello@PhotoFresh.co.uk, or via direct message on socials with an order number or postcode, we can resolve this for you.

Thanks,
Stephen

Resposta da Photo Fresh

Atualizado em 17 de fev. de 2026

Hi Lucy,

Thank you so much for updating your review and for your kind words about Mia, that really means a lot to us. We’re very sorry again that the original order wasn’t fulfilled in time, especially as it was intended as a gift.

We’re really glad Mia was able to step in, get the refund processed and arrange the replacement quickly while keeping you updated throughout. Your feedback is genuinely appreciated, and we’re grateful you gave us the chance to put things right.

Thanks again,
Stephen

Resposta da Photo Fresh

28 de jan. de 2026

Hi Isobel,

Thank you so much for your amazing review! We’re absolutely thrilled to hear you loved the air fresheners and that the quality, clarity and scent choices all hit the mark. It means a lot to know the care we put into each order shows, and we really appreciate the recommendation. We can’t wait to make more for you soon.

Thanks again,
Stephen

Resposta da Photo Fresh

Atualizado em 17 de jan. de 2026

Hi,

Thank you for your review, and I’m genuinely sorry for the frustration caused by the delay over the holiday period although we do state on our website that all orders placed after 16th December would not be processed until 5th January, as our factory closes over the Christmas period. I’m very sorry if this wasn’t seen at the time of ordering, although it was also included in the confirmation email you should've received immediately after ordering.

We completely understand how disappointing it is when expectations don’t align, although we did try to make our holiday closure dates as clear as possible.

In terms of postage, Royal Mail 48h and Royal Mail 2nd Class only differ depending on the order size. As your order was smaller, it will be sent as a letter (2nd Class). Both have the same estimated transit time, however I appreciate that this wasn’t clearly communicated and we're sorry for any confusion caused.

We always aim to be transparent and do better by our customers, so if you don't mind getting in touch by email (Hello@PhotoFresh.co.uk) or via our Instagram direct messages, we'd love to try and make things right for you.

Thanks,
Stephen

EDIT: Again, please get in touch directly so we can make this right for you.

Resposta da Photo Fresh

17 de jan. de 2026

Hi Tanya,

Thank you so much for your honest review. We’re really glad to hear you loved the products and that they made fun New Year gifts. We completely understand the frustration around the delays over Christmas, it was a very busy period for us, but we’re pleased our customer service team were able to help once we were back. We really appreciate your understanding and support.

Thanks again,
Stephen

Resposta da Photo Fresh

12 de fev. de 2026

Hi Julie,

We’re really sorry to read this and understand how frustrating this situation must have been, especially with it being a Christmas order.

However, we do want to clarify that following our conversations with you via email, we went ahead and issued a full refund for your entire order and also organised a complete replacement order free of charge. We’ve since reached out to you multiple times to follow up and ensure everything was resolved properly, but unfortunately we haven’t heard back.

We absolutely take concerns like this seriously and would never ignore a customer. If you’re able to reply to our emails, we’d genuinely appreciate the opportunity to close this out properly for you.

Thanks,
Stephen

Resposta da Photo Fresh

17 de jan. de 2026

Hi Amanda,

Thank you so much for your lovely review! We’re glad to hear you were happy with your order. We really appreciate your support.

Thanks again,
Stephen

Resposta da Photo Fresh

17 de jan. de 2026

Hi Alexa,

Thank you so much for your honest review and for your patience during the delay. We’re glad we were able to get back to you quickly when you reached out, and we really appreciate your understanding around Royal Mail tracking.

We’re already planning improvements for 2026, including moving all orders to 'Royal Mail 24-Hour Tracked' shipping, even for smaller orders, so customers have clearer visibility of their deliveries at all times. We’re really happy to hear you loved the final product.

Thanks again,
Stephen

Resposta da Photo Fresh

17 de jan. de 2026

Hi Will,

Thank you so much for your lovely review! We’re really happy to hear you were delighted with your air freshener and that it made a great Christmas present. Your kind words about the team mean a lot to us.

Thanks again,
Stephen

Resposta da Photo Fresh

28 de jan. de 2026

Hi Mandy,

I’m really sorry to hear about your experience and completely understand your frustration, especially after waiting so long and having to chase for updates. That’s not the experience we want anyone to have, particularly after placing a larger order.

We’d really like the opportunity to look into this properly and make things right for you. We requested more information from you via Trust Pilot regarding your order but unfortunately we didn't hear back although if you’re able to get in touch with us directly with your order number or postcode, we can investigate what’s happened with your delivery and resolve this for you, whether that’s a refund or a replacement.

Again, I’m very sorry for the lack of clear communication and appreciate you taking the time to share your experience.

Thanks,
Stephen

Resposta da Photo Fresh

28 de jan. de 2026

Hi Lauren,

Thank you for taking the time to leave such a detailed review. I’m genuinely sorry for the frustration caused by the delivery delay and the lack of clear communication, especially around tracking and postage, which understandably led to disappointment.

While Royal Mail 48 Hour and Royal Mail 2nd Class have equivalent estimated transit times, we completely accept that this wasn’t communicated clearly enough, particularly during a busy period like December. That’s on us, and we appreciate you highlighting it. Your feedback has been taken on board and we’re already making changes to improve clarity around shipping methods and customer updates going forward.

I’m glad to hear the product itself arrived safely, but I’m very sorry that the overall experience didn’t meet expectations. Thank you again for sharing your experience, it genuinely helps us improve.

Thanks,
Stephen