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 email us at 📩
info@the-freeway.de.
🛒 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?
You can find the returns portal here:
All important information and conditions for returns can be found at:
How do I return a product?
An item doesn't fit or you don't like it? No problem!
To make the return 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 don't have to print or include any additional packing slips.
Download the QR code from the confirmation email and present it at a DHL parcel station of your choice.
Alternatively, you can print the return label yourself and stick it on your package.
Drop off the package at a DHL parcel station of your choice.
Please keep your shipping receipt until we have completed your refund. If the package is lost in transit,
DHL can only refund you with proof of shipment.
For further information about your return, please visit
Returns & refunds on our website.
📩 Email: info@the-freeway.de
My item is defective. What can I do?
Defective item? We apologize!
We are very sorry that your item is defective and 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,
to document the condition of the package upon delivery.
Once we receive the above information, we will endeavor to find a satisfactory solution for you as quickly as possible.
📩 Email: info@the-freeway.de
How long does it take to receive my refund?
Refund for returns
The refund will be issued once the return has arrived at our warehouse and 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 comply with the return conditions and does not pass the quality check, it will be sent to you at your expense
returned and not refunded .
For further information about your return, please visit:
Returns & Refunds
Can I exchange an item?
Exchange not possible
Unfortunately, exchanges are not possible. If you need a different size or color, please return the item and place a new order.
For more information, see:
Returns & Refunds
🚚 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?
Yes, we will assist you to install the template if needed
Shipping costs within Germany: Shipping costs within Germany are €6.99. For orders over €100, shipping within Germany is free. 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.
