Frequently Asked Questions
- 1) Which types of delivery are available?
- The products are delivered exclusively through courier.
- 2) Is an order from an extra-EU country subject to the payment of customs duties?
- Yes, the orders placed from extra-EU countries are subject to the payment of customs duties.
- 3) How do I know if my order has been shipped?
- To find out if your order has been shipped, log in your user profile on our website and check the order status concerning your purchase.
- 4) Is it possible to track my order after shipping?
- Upon shipping, we automatically send you the courier tracking number at the email address that you provided during registration. If you don’t find the email, please check the spam box.
- 5) What should I do if I don’t receive the package by the expected delivery date?
- If you don’t receive your order within 5 working days from receiving the email with the tracking number, please contact our Customer Service.
- 6) Can I receive the package at a different address other than my home address, for example my office?
- Yes, just indicate where you want to receive the goods in the specific ‘’SHIPPING ADDRESS’’ form.
- 7) Can I refuse my package?
- Yes, anytime. If the package has been pre-paid, you will be reimbursed the cost incurred as soon as the package will be returned to us. Please notify our Customer Service.
- 8) What happens in case the courier loses my package?
- In case your order is lost by the courier, just contact our Customer Service to be assisted on this matter.
- 9) What happens if the package is damaged upon delivery?
- In case the package being delivered is not intact (meaning it is damaged, altered or open), please notify the courier who is delivering the package and sign the delivery note, adding ‘’with reservation’’. In case this situation occurs, please notify the event via fax or email at the courier's local office, forwarding the email for our knowledge, to our Customer Service.
- 10) What should I do if I receive a wrong product?
- If you receive a product other than the one purchased in the order form, we will replace the wrong product with the correct one. Simply contact and notify us within 30 days from the date of the order.
- 11) What should I do if I receive a faulty product, how can I solve the issue?
- Freddy replaces faulty products free of charge for all customers: in this case, fill out the return form available in your user account.
- 12) What should I do if a product is missing in my order?
- In case the shipping is incomplete, please contact and notify our Customer Service.
- 13) Why do I not manage to buy from my country?
- If you country belongs to the list below:
Please visit the website of your country's Freddy distributor (click on one of the countries above). If your country is not on the list, please contact our Customer Service.