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 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

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.

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 portal

There is no return portal.

To help us process your return quickly, please contact us by email or WhatsApp and provide your order number.

✉️ Email: info@the-freeway.com
📞 WhatsApp: +49 152 5749 3823

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 processed.

For defective, damaged or incorrectly delivered items, please contact us before returning the goods.

🛍️ 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.

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

Item condition

You may inspect and try 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.

Please return the item with its tags and original packaging whenever reasonably possible.

Return process

1. Notify us of your decision to withdraw. For faster processing, please contact us by Email or WhatsApp and provide your order number.
2. Pack the item securely and include your order number or a copy of the order confirmation.
3. For returns under the statutory right of withdrawal, send the goods at your own expense to our return address.
4. We recommend using a trackable shipping service and keeping the shipping receipt until your return has been processed.

Exceptions

Statutory exceptions to the right of withdrawal may apply, including for goods made to order or clearly personalized and sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been removed.

Discounted or sale items are not excluded from the right of withdrawal solely because they are discounted.

For defective, damaged or incorrectly delivered items, please contact us before returning the goods. These cases are handled separately from a standard withdrawal.

Important: Please contact us before sending a return so that we can identify and process your order correctly. This does not affect your statutory consumer rights.

❗ Defective, damaged or incorrect item

If you receive an item that is defective, damaged or different from what you ordered, please contact us as soon as you notice the issue so that we can review the case and assist you.

Please provide:

• Order number
• Affected item
• Description of the issue
• Photos of the item and, where applicable, the packaging

📧 Email: info@the-freeway.com
📞 WhatsApp: Contact us on WhatsApp

Please contact us before returning the item so that we can review the case and provide you with the appropriate return instructions.

If the item is covered by the statutory legal guarantee, the applicable remedy will be provided at no additional cost to the customer.

Depending on the circumstances, the available remedies may include repair or replacement and, where applicable, a price reduction or refund.

This procedure for defective, damaged or incorrectly delivered goods is separate from a standard return under the 14-day right of withdrawal.

Your statutory consumer rights remain unaffected.

💸 Refunds

Refunds are issued via the original payment method after the returned goods have been received and checked.

Processing: refunds are processed in accordance with the applicable statutory deadlines.

Depending on your bank, card issuer or payment provider, it may take additional time for the refunded amount to appear in your account.

If you have not received your refund after the expected processing time, please contact us and provide your order number:

📧 Email: info@the-freeway.com

📞 WhatsApp: Contact us on WhatsApp

This allows us to check the status of your refund as quickly as possible.

Non-compliant returns will be sent back at your expense and not refunded.

🔁 Exchange

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

If you would like a different item, please return the original item in accordance with our return procedure and place a new order for the desired product.

For information about return conditions, deadlines and return shipping costs, please see:

“How do I send a return?”

If the item you received is defective, damaged or different from what you ordered, please do not use the standard exchange procedure. Contact us first so that we can review the case and provide the appropriate solution.

📧 Email: info@the-freeway.com

📞 WhatsApp: Contact us on WhatsApp

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

We ship all our packages with DHL.

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

We ship all orders from Germany.

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®.