FAQ

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

Cancel an order

If you wish to cancel an order, please submit your request as soon as possible through our official online form.

Submit a Cancellation / Withdrawal Request →

We will check the current order status immediately. If the order has not yet been handed over to the carrier, we will process the cancellation where still possible.

If the order has already been shipped, stopping the shipment can no longer be technically guaranteed. In that case, further instructions will be provided based on the current shipment status.

Using the form helps us link your request correctly to your order and process it more efficiently. Your statutory consumer rights remain unaffected.

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.

Wrong item received

If you received a different item from what you ordered, please report the case through our official form so that we can review it correctly.

Please provide your order number and clear photos of the item received and, where applicable, the packaging.

Report the issue through the form →

Please do not return the item on your own before receiving our return instructions. Your statutory consumer rights remain unaffected.

Return / Withdrawal Request

For returns, withdrawals and order cancellations, please use our official online request form.

Submit a Return / Withdrawal Request →

Please have your order number and the email address used for your purchase available.

Manage a return or withdrawal with your customer account

If you prefer to manage your request through your customer account, sign in and select the relevant order. Depending on the status of the order, you may be able to submit an available return or cancellation request directly from your account.

Sign in to your customer account →

Your customer account allows you to identify the relevant order and manage the options available for that order.

Using the form or your customer account allows us to link your request correctly to your order and process it more efficiently. Your statutory consumer rights remain unaffected.

Return policy – 14-day right of withdrawal

For eligible online purchases, you have 14 days from receiving the goods to notify us that you wish to withdraw from the purchase. You do not need to provide a reason.

For faster processing and correct order matching, please use our online form:

Submit a Return / Withdrawal Request →

After notifying us of your withdrawal, please return the goods without undue delay and no later than 14 days after your notification.

Return address:
Thefreeway Sportswear®
Stralauer Allee 17F
10245 Berlin
Germany

For returns under the statutory right of withdrawal, the direct return shipping costs are borne by the customer.

We recommend using a trackable shipping service and keeping the shipping receipt until your return has been fully processed.

You may inspect the goods only to the extent necessary to establish their nature, characteristics and functioning. You may be responsible for any loss in value resulting from handling beyond what is necessary for this purpose.

Your statutory consumer rights remain unaffected.

Defective, damaged or incorrect item

If an item is defective, damaged or different from what you ordered, please report the case as soon as possible through our official form.

Please provide your order number, the affected item, a short description of the issue, and clear photos of the item and, where applicable, the packaging.

Report the issue through the form →

Please do not return the goods on your own before receiving our return instructions. Cases covered by the statutory legal guarantee will be handled in accordance with the applicable law and at no additional cost to the customer.

Your statutory consumer rights remain unaffected.

Refunds

Refunds are issued via the original payment method and processed in accordance with the applicable statutory deadlines.

Where permitted by law, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever occurs first.

Depending on your bank, card issuer or payment provider, additional time may be required before the refunded amount appears in your account.

If you have already submitted a Return / Withdrawal Request, please do not submit a duplicate request. Keep your return tracking information until processing has been completed.

Exchange

We currently do not offer direct exchanges for size, color or other preference changes.

If you would like a different item, please submit the return of the original item through our form and then place a new order for the desired product.

Submit a Return / Withdrawal Request →

If the item received is defective, damaged or incorrect, please report the case through the same form before returning the goods.

Your statutory consumer rights remain unaffected.

Shipping and delivery time

Our delivery time is 3–5 working days within Germany.

Orders received by 2:00 PM are usually processed and shipped the same business day.

Delays may occur during peak times (e.g., Christmas).

For more information, see: Payment & Shipping

Shipping provider

Orders are normally dispatched from our European hub in Berlin via DHL.

If one or more items are temporarily unavailable at our Berlin hub, the order may be fulfilled and shipped directly from our Italian headquarters. In these cases, the shipment is generally handled by GLS.

The carrier used for your order and the corresponding tracking number will be provided in your shipping confirmation email.

For more information, see: Payment & Shipping

Shipping costs

Germany 🇩🇪
€6.99 shipping.
Free shipping on orders of €120 or more.

European Union 🇪🇺
€17.99 shipping.
Free shipping on orders of €180 or more.

United Kingdom 🇬🇧
€29.99 shipping.
Free shipping on orders of €250 or more.

For more information, see: Payment & Shipping

Countries we ship to

Germany 🇩🇪
We ship throughout Germany.

European Union 🇪🇺
We currently ship to:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

United Kingdom 🇬🇧
We also ship to the United Kingdom.
As the United Kingdom is outside the European Union, customs duties and import taxes may apply.

For shipping rates, delivery times and free-shipping thresholds, see:
Payment & Shipping

Payment methods

We accept the following payment methods:

American Express
Apple Pay
Bancontact
EPS
Google Pay
iDEAL / Wero
Klarna
Maestro
Mastercard
MobilePay
PayPal
Shop Pay
Visa

Available payment methods may vary depending on the customer's country, device and checkout eligibility.

For more information, see:
Payment & Shipping

Invoice

Your invoice will be sent to the email address provided with your order.

Please also check your spam folder.

If you cannot find your invoice, please contact our customer support:

📧 Email: info@the-freeway.com

Customs duties and import taxes

Orders are normally shipped from our European hub in Berlin, Germany. If an item is temporarily unavailable at our Berlin hub, the order may be shipped directly from our Italian headquarters.

For deliveries within the European Union, no import customs duties apply.

For deliveries outside the European Union, customs duties, import taxes or other charges may apply depending on the destination country.

These charges are the responsibility of the customer and are not covered by Thefreeway Sportswear®.