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, instant transfer, Apple Pay, eps or iDEAL.

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 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.

Returns

Can I return my order?
Yes, you can return your order or parts of your order to us free of charge within 14 days. Simply use the enclosed return label for orders from Germany. For orders from Austria and the Netherlands, our customer service team will help you to create the return label. You can find more details here: Returns
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?
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 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.

Shipment

Which countries does frei öl® ship to?
We currently ship goods to the following countries: Germany, Austria, Netherlands.

Unfortunately, direct deliveries to Switzerland are not possible.
Some Swiss customers make use of the option of processing purchases via the meineinkauf.ch website. This is a service provider that carries out the logistical customs clearance on behalf of the buyer. Further information can be found on the service provider's website: meineinkauf.ch

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?
Regarding shipping costs, the following conditions apply:

Germany: The shipping costs are 3.95 EUR.
These are waived for orders of 35.00 EUR or more, and shipping is free for you.

Austria, Netherlands: The shipping costs are 5.95 EUR.
These are waived for orders of 50.00 EUR or more, and shipping is free for you.

How long are the delivery times?
The delivery time is usually 2-5 working days from the confirmation of dispatch.

Website

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?
You can subscribe to our newsletter at any time by scrolling down on our website. At the bottom of the page you will find the option to register for our newsletter by entering your e-mail address and acknowledging and confirming the privacy policy and general terms and conditions.

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.