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Check if you can find your questions and answers below.
🛒 ORDER ⤵️
I haven't received my order yet. What can I do?
Problems with your order?
Before contacting our customer support, please check the following:
- Check your email inbox to see if you have received a shipping confirmation.
- Check the tracking information to see the status of your package.
- Make sure your package has not been left with a neighbor.
If none of the above points apply, please feel free to contact our customer support:
E-Mail: info@the-freeway.de
Can I cancel my order?
Cancel order?
As long as your order has not yet been shipped, we can cancel it without any problem.
In this case, please contact our customer support:
E-Mail: info@the-freeway.de
Can I add additional items to my order later?
Adding items to an order
Unfortunately, it is not possible to add items to an order that has already been completed.
If you would like to order additional items, please place a separate order.
I received an incorrect item. What can I do?
Received wrong item?
If you accidentally received an incorrect item, please contact us with the following information:
- your order number
- The item you did not receive
- The item you received instead
- Photos of the item you received
Once we have received all of the above information, we will endeavour to resolve the issue to your satisfaction as quickly as possible.
E-Mail: info@the-freeway.de
📦 RETURN ⤵️
Where can I find the returns portal?
You can find the returns portal here:
returns portal
You can find all important information and conditions for returns at:
Return & Refund
How do I send a return?
An item doesn't fit or you don't like it? No problem!
To make returns as easy as possible, we offer you our returns portal , which simplifies the return process. Simply follow these steps:
- Go to our returns portal and register your return.
- Select your order by entering your order number and email address.
- Select the items and the reason for the return.
- Pack the items in their original condition as they arrived.
For the sake of the environment, you do not need to print or include any additional packing slips. - Download the QR code from the confirmation email and show it at a DHL parcel station of your choice. Alternatively, you can print out the return label yourself and stick it on your parcel.
- Drop off the package at a DHL parcel station of your choice.
- Please keep your proof of postage until we have completed your refund. If your package is lost en route, DHL will only be able to refund you if you have proof of postage.
For further information regarding your return, please see Returns & Refunds on our website.
E-Mail: info@the-freeway.de
My item is defective. What can I do?
We are very sorry that your item is defective and we apologize for this.
In this case, please contact our customer support and send us the following information:
- your order number
- Which item is damaged
- description of the damage
- Photos of the damaged item
If the package was already damaged upon delivery, we ask you to take a photo of the package immediately in order to document the condition of the package upon delivery.
Once we receive the above information, we will endeavour to find a satisfactory solution for you as quickly as possible.
E-Mail: info@the-freeway.de
How long does it take to receive my refund?
refund for returns
The refund will be made as soon as the return has arrived at our warehouse and has passed our quality inspection.
Please note:
- It may take 5-7 business days for your return to be processed and refunded.
- If the return does not meet the return conditions and does not pass the quality check, it will be sent back to you at your expense and will not be refunded .
For further information regarding your return please visit:
Return & Refund
Can I exchange an item?
Exchange not possible
Unfortunately, an exchange is not possible.
If you need a different size or color, please return the item and place a new order.
For more information, see:
Return & Refund
🚚 DELIVERY ⤵️
How long is your delivery time?
Shipping and delivery time
Our delivery time is 2-3 working days within Germany.
All orders received by 2:00 p.m. will be processed and shipped the same day.
Please note that there may be minor delays during peak times, such as the Christmas season.
Further information on shipping and delivery times can be found at:
Payment & Shipping
Which transport service provider do you ship with?
shipping service providers
We ship all our packages with DHL or Hermes .
Further information on shipping and delivery times can be found at:
Payment & Shipping
How much does shipping cost?
Shipping costs within Germany
- The shipping costs within Germany are 5.99€ .
- For orders over 100€, shipping within Germany is free .
For more information about shipping costs, see:
Payment & Shipping
Which countries do you ship to?
Europe-wide shipping
We ship throughout Europe.
You can view all shipping rates and costs for the respective countries at the following link:
Payment & Shipping
💳 PAYMENT ⤵️
What payment methods do you offer?
payment methods
We accept the following payment methods:
- American Express
- Apple Pay
- Google Pay
- Klarna
- maestro
- Mastercard
- PayPal
- Sofortüberweisung
- Visa
For more information about payment methods, see:
Payment & Shipping
Where can I find my invoice?
receive invoice
Your invoice will always be sent to the email address you provided.
Please also check your spam folder.
If you cannot find your invoice, please contact our customer support:
E-Mail: info@the-freeway.de
Can customs charges be incurred?
customs costs and fees
We ship all orders from Germany, so there are no additional customs costs or fees within the EU .
If you place an order outside the EU , customs duties or other charges may apply.
These costs are borne by the customer and unfortunately cannot be covered by us.