FAQ
Check if you can find your questions and answers below.
If you have further questions, please write to us
contact us: info@the-freeway.com · WhatsApp
🛒 ORDER ⬇️
I have not received my order yet. What can I do?
Problems with your order?
Before you contact our customer support, please check the following points:
Email inbox: Have you received a shipping confirmation?
Tracking: Check the current status of your package.
Neighbors: Make sure your package was not delivered to a neighbor.
If none of these points apply, feel free to contact our customer support:
📩 Email: info@the-freeway.com
Can I cancel my order?
Cancel order?
As long as your order has not yet been shipped, we can easily cancel it.
In this case, please contact our customer support:
📩 Email: info@the-freeway.com
Can I add more items to my order afterwards?
Adding items to an order
Unfortunately, it is not possible to add items to an already completed order.
If you would like to order more items, please place a separate order.
I 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 try to resolve the problem to your satisfaction as quickly as possible.
📩 Email: info@the-freeway.com
📦 RETURN ⤵️
Where can I find the return portal?
Return portal
There is no return portal.
Returns are registered via Email / WhatsApp.
✉️ Email: info@the-freeway.com
📞 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 send a return?
🛍️ 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.
Process:
1. Register return via Email / WhatsApp (provide order number).
2. Pack items securely. Include order number or copy of order confirmation.
3. Send at your own expense with a service provider of your choice to the address above.
4. Keep the tracking number.
Non-returnable: perishable goods, personalized items, personal care products, hazardous materials, sale items, gift cards.
EU withdrawal: 14 days without giving reasons.
Important: Unannounced returns will not be accepted.
My item is defective. What can I do?
Defective item? We apologize!
❗ Damages and issues
Check the order upon receipt. Report defective, damaged, or wrong items immediately.
Please send:
• Order number
• Affected item
• Error description
• Photos of the damage (and packaging if applicable)
Contact: info@the-freeway.com · WhatsApp
How long does it take to receive my refund?
💸 Refunds
Refund is issued after receipt of goods and quality check via the original payment method.
Processing: usually up to 10 working days after approval.
Bank/card providers may cause additional delays.
If no credit is visible after 15 working days, contact us: info@the-freeway.com · WhatsApp.
Non-compliant returns will be sent back at your expense and not refunded.
Can I exchange an item?
🔁 Exchange
Direct exchange is not possible. Return the item and place a new order for the desired item.
Details on conditions and costs: see "How do I send a return?"
🚚 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 PM will be processed and shipped the same day.
Delays may occur during peak times (e.g., Christmas).
For more information, see: Payment & Shipping
Which shipping provider do you use?
Shipping provider
We ship all our packages with DHL or Hermes.
For more information, see: Payment & Shipping
How much is the shipping?
Shipping costs within Germany
Shipping costs within Germany are €6.99.
Shipping is free for a minimum order value of €100.
For more information, see: Payment & Shipping
Which countries do you ship to?
Europe-wide shipping
We ship Europe-wide.
You can find all shipping rates and costs for the respective countries under: Payment & Shipping
💳 PAYMENT ⤵️
Which payment methods do you offer?
Payment methods
We accept the following payment methods:
American Express
Apple Pay
Google Pay
Klarna
Maestro
Mastercard
PayPal
Sofortüberweisung (Instant Bank Transfer)
Visa
You can find more information about the payment methods under:
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.com
Can customs duties apply?
Customs costs and fees
We ship all orders from Germany, therefore within the EU no additional customs costs or fees apply.
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.
