How can we help you?Do you have questions about your order, your products or us? Here you will find the answer to many freuqently asked questions!
Payment & order
How can I pay my order?
In our online shop you can pay with the following payment methods: credit card (VISA, Master Card), PayPal, giropay, SEPA direct debit, instant transfer or Apple Pay.
Can I change or cancel my order?
Once your order has been confirmed, you cannot change or cancel it. However, you can send your order back to us free of charge within 14 days using the enclosed return label and we will refund the amount to your chosen payment method after receipt of the goods.
How do I know if my order has been submitted?
After we have received your order, you will receive a confirmation e-mail from us with all the information about your order. As soon as your package is on its way to you, you will receive another email from us with a tracking number.
How do I redeem a voucher code?
You can redeem a voucher code either in the shopping cart view or in the shopping cart at the end of your order.
How do I receive the invoice for my order?
You will receive the invoice for your order separately by email.
Can I return my order?
Yes, you can send your order or parts of your order back to us free of charge within 14 days using the enclosed return label. We will refund the outstanding amount to your chosen payment method after receipt of the goods.
What do I have to consider when returning my order?
We enclose a DHL return label with every shipment. If you want to return one or more products from your order, please put them in the shipping carton and make sure the products are well packed. Then simply stick the enclosed return label on the box and hand it in at the nearest DHL station. After receipt of the goods, we will refund the amount to your chosen payment method. If you have any further questions about returns, please contact us at info@freiöl.de or via the contact form.
Who can I contact if I have questions or complaints?
If you have any questions or feedback, please send us an email to info@freiöl.de or use our contact form.
I have received an incorrect product. What can I do?
If you have not received the goods you want or have received the wrong product, please contact us at info@freiöl.de. Please include your order number and the items in question.
Which countries does frei öl® ship to?
We only ship goods within the Federal Republic of Germany.
How is my order shipped?
Your order will be shipped via DHL. As soon as your package is on its way to you, you will receive a shipping confirmation by email including the tracking number.
How do I know that my order has been shipped?
As soon as your package is on its way to you, you will receive a shipping confirmation by email including the tracking number.
How can I track my order?
You will receive a shipping confirmation including a tracking number. You can use this number to track your shipment and its current status at any time on DHL.de.
What are the shipping costs?
The shipping costs are EUR 3.95. From a purchase value of EUR 35.00, these are not applicable and shipping is free of charge for you.
How long are the delivery times?
The delivery time is usually 2-5 working days from the confirmation of dispatch.
I have forgotten my password. What can I do?
If you have forgotten your password, simply click on "Forgot your password" under "Personal profile" when registering or in your customer account and create a new password following the instructions.
How can I create a customer account?
You can create a customer account at any time by clicking on the "My Account" field at the top right of our website and then on "Register". There you can register by entering your data.
Can I order products without a customer account?
You can also place an order without a customer account by removing the tick next to [Create a customer account] when entering your data for shipping.
How can I register for the newsletter?
How can I unsubscribe from the newsletter?
You can unsubscribe from our newsletter at any time. At the end of the newsletter you will find the link "You can unsubscribe here".
What can I do if I have problems with the website?
If you have problems with the website, please contact info@freiöl.de or our customer hotline. Alternatively you can use the contact form.