FAQ

Frequently Asked Questions

1. Where do you deliver to?

We currently deliver to Germany and Great Britain.

2. How long does shipping take?

Our standard delivery time is:

• Processing time: 1–3 business days
• Delivery time: 8–12 working days

Delivery times may vary depending on customs clearance, delays with the shipping provider, or seasonal demand.

3. Do you offer free shipping?

Yes! We offer free shipping on all orders with no minimum order value.

4. By when do I need to order?

• Orders received before 5:00 PM will be processed on the same working day.
• Orders received after 5:00 PM will be processed on the next working day.

5. Which shipping providers do you work with?

Orders are shipped with reliable logistics partners, including:

• DHL
• DPD
• German postal service
• Or a comparable local courier service.

6. How can I track my order?

Once your order has been shipped, you will receive a tracking number via email. Tracking updates may take up to 24 hours.

7. Can I change or cancel my order?

Yes – you can cancel your order within 24 hours of placing it. After this period, the order may already be processed and can no longer be changed or canceled.

8. What are your return policies?

You can return your order within 30 days of receipt. The products must be unused, undamaged, and in their original packaging.

9. Who bears the costs for the return shipment?

The customer is responsible for return shipping costs. The amount depends on the shipping provider and the chosen shipping method.

10. Do you charge a processing fee?

Yes, a processing fee of €10 will be charged for all returns, which will be deducted from your refund.

11. When will I receive my refund?

Refunds will be processed within 7 days after our supplier has received and inspected the returned goods.

12. What if my item arrives damaged or defective?

Contact us with photos within 48 hours of delivery. We will then send you a free replacement or refund the full purchase price.

13. What payment methods do you accept?

We accept a variety of secure payment methods:

• Google Pay
• Shop Pay
• Apple Pay
• PayPal
• Visa
• Mastercard
• maestro
• American Express
• Diners Club
• Discover
• Elo
• UnionPay

14. Which currencies do you accept?

Standard currency: EUR (€)

15. Do I need an account to place an order?

No. You can order as a guest or create an account to simplify future purchases.

16. How can I contact customer service?

You can reach our support team at any time:

E-mail: contact@freyen.de
Phone number: +442038288776

We usually respond within 24 hours on working days.

17. What if I gave the wrong address?

Please contact us within 24 hours. If your order has not yet been processed, we may still be able to correct it.

18. What happens if my order is delayed?

Delays can occasionally occur due to customs inspections, peak season, or issues with the shipping provider. If your order is delayed, please contact us. We will assist you immediately.

Contact details

Name of the store: Freyen
Registered company: Nuvzz LTD
Chamber of Commerce: 16749462
E-mail: contact@freyen.de
Phone number: +442038288776
Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

Customer service hours

Our team is available Monday to Friday, 9:00 AM – 5:00 PM (GMT) .
We strive to answer and process all inquiries within 24 hours on weekdays.