FAQ
Check if you can find your questions and answers below.
Before you purchase our products, you may have questions.
Here are some frequently asked questions that might help you.
If you have any further questions, please write to us at
contact us: info@the-freeway.de · WhatsApp
🛒 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 points:
Email inbox: Did you receive a shipping confirmation?
Shipment tracking: Check the current status of your package.
Neighbors: Make sure your package hasn't been left with a neighbor. If none of these points apply, please contact our customer support:
📩 Email: 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 problems.
In this case, please contact our customer support:
📩 Email: 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.
Collapsible RowI received the wrong item. What can I do?
Received the wrong item?
If you accidentally received the wrong 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 the above information, we will endeavor to resolve the issue to your satisfaction as quickly as possible.
📩 Email: info@the-freeway.de
📦 RETURN ⤵️
Where can I find the returns portal?
There is no returns portal .
Returns are registered via email / WhatsApp.
- ✉️ Email: info@the-freeway.de
- 📞 WhatsApp: +49 152 5749 3823
Return address:
Thefreeway Sportswear
Stralauer Allee 17F, 10245 Berlin, Germany
Shipping costs : to be borne by the customer. Please always use insured, trackable shipping.
How do I return a product?
🛍️ Return policy – 14 days
You have 14 days from receipt of the goods to request a return.
Conditions : Unworn, unused, with tags, original packaging. Receipt/proof of purchase required.
- Register return via email / WhatsApp (state order number).
- Package the item securely. Include the order number or a copy of the order confirmation.
- Send at your own expense using a service provider of your choice to the address above.
- Keep the tracking number.
Non-returnable : perishable goods, personalized/custom-made items, care products, hazardous substances/flammable liquids/gases, sale items , gift vouchers.
EU cancellation policy : For deliveries within the EU, you have a 14-day right of cancellation without giving any reason. Conditions as above.
Important : Unannounced returns will not be accepted.
My item is defective. What can I do?
Defective item? We apologize!
❗ Damage and problems
Check your order upon receipt. Report any defective, damaged, or incorrect items immediately.
Please send: order number, affected item, description of the defect, photos of the damage (and, if applicable, the damaged packaging upon delivery).
Contact: info@the-freeway.de · WhatsApp
How long does it take to receive my refund?
💸 Refunds
Refunds will be made after receipt of goods and quality inspection via the original payment method.
- Processing: usually up to 10 working days after approval.
- Bank/card providers may further delay the credit.
If no credit is visible after 15 working days , contact us: info@the-freeway.de · WhatsApp .
Non-compliant returns (conditions not met) will be returned at your expense and will not be refunded.
Can I exchange an item?
🔁 Exchange
Direct exchanges are not possible. Return the item and reorder the desired item.
For details on terms and costs, see “How can I return a product?”
🚚 DELIVERY ⤵️
How long is your delivery time?
Shipping and Delivery Time: Our delivery time is 2-3 business days within Germany. All orders received by 2:00 PM will be processed and shipped the same day. Please note that slight delays may occur during peak times, such as the Christmas season. Further information on shipping and delivery times can be found under: Payment & Shipping
Which transport service provider do you ship with?
Shipping service providerWe 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 are €6.99. Shipping within Germany is free for orders over €100. Further information on shipping costs can be found under: Payment & Shipping
Which countries do you ship to?
Europe-wide shippingWe ship throughout Europe. You can view all shipping rates and costs for the respective countries under the following link: Payment & Shipping
💳 PAYMENT ⤵️
Collapsible rowWhat payment methods do you offer?
Payment methods
We accept the following payment methods:
American Express
Apple Pay
Google Pay
Klarna
maestro
Mastercard
PayPal
Instant bank transfer
Visa
For more information about payment methods, please visit:
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:
📩 Email: 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 taxes may apply. These costs are borne by the customer and unfortunately cannot be covered by us.
