Q: In which currency are prices displayed on your website?
A: We’d like to clarify that, as we are an international website, all our prices are listed in USD (United States Dollars). When purchasing from a country other than your own, it’s important to be aware that the pricing and currency conversion will be based on USD, not your local currency. Additionally, your credit card company will charge you in your local currency.
Q: How can I pay for my order on your website?
A: On our website, we allow customers to make payments using two popular payment processing platforms: PayPal and Stripe. These platforms allow users to securely complete transactions using various payment methods, including credit cards, debit cards, and bank transfers. By offering both PayPal and Stripe, we aim to accommodate a wide range of preferences and ensure a smooth and secure payment experience for our customers.
Q: Can you deliver orders internationally, including to the US, UK, Canada, and Australia?
A: Yes, we do ship worldwide, including to the countries mentioned above. Simply add the desired item to your cart, enter your address, and proceed to checkout. Enjoy free express shipping on orders over USD 149.99. However, there are some countries we cannot ship to directly from our website due to shipping restrictions.
Q: From the Freewell website are there any countries you do not ship to?
A: We are unable to ship directly to the following countries from our website:
- Argentina
- Belarus
- Brazil
- Russia
- Turkey
- Ukraine
Q: Where is Freewell based and where do you ship from?
A: We are a Hong Kong-based company, shipping our products globally from Hong Kong.
Q: What's the estimated time for delivery and shipping cost?
A: For orders containing in-stock products, they are dispatched from our warehouse on the same working day, provided the order is received before 11 am HKT (GMT+8). Customers can expect to receive tracking numbers within 3-5 business days.
We offer free express shipping for orders over USD 149.99, with delivery expected within 5-10 business days. For orders below USD 149.99, standard postal shipping is available for USD 20, with an estimated delivery time of 15-20 business days, or express shipping for USD 35, with delivery within 5-10 business days.
Q: Can you explain what your warranty covers?
A: Our warranty covers all issues related to manufacturing defects and product quality. All our products are backed by a limited lifetime warranty. We encourage customers to register their warranty on our dedicated warranty page. If you require any assistance, please don't hesitate to contact us via this link. We're here to help.
Q: I see the preorder/backorder instructions for my order. When can I expect to receive my order?
A: Please note that the product you ordered is currently on backorder/preorder, and it will be shipped according to the expected time mentioned on the product page.
Q: How can I return a product?
A: If the product is in brand-new condition, please reach out to us via this link to initiate your return.
Q: Is there an issue with the site? My order won’t be placed.
A: If you are unable to place an order, there could be several reasons. On our website, we accept payments through PayPal and Stripe, both of which accept all major credit cards. Kindly verify your bank account details to ensure everything is in order. If the issue persists, please try entering your credit card number manually instead of using the one saved in your system. Check with your bank to see if they are blocking the payment. Sometimes, if international payments are not common on your account, your bank might prevent them as a security measure. Additionally, clearing your cache or trying a different browser might help resolve any technical issues you’re encountering. If these steps don’t solve the problem, please contact us via this link.
Q: Which couriers do you use for sending out orders?
A: For express shipping, we usually utilize DHL, FedEx, and SF Express for our deliveries. All orders come with a tracking number so you can monitor your shipment’s progress.
Q: Can I add my company’s VAT ID to my purchase details?
A: Yes, you can enter your VAT ID in the address line during checkout.
Q: Do you have a store, shop, or mall that sells your products?
A: We do not have a physical store or shop in your country that sells our products. We recommend making purchases directly through our website, which ships worldwide.
Q: Are there any retailers in Turkey where I can purchase Freewell products?
A: Yes, we do have retailers in Turkey. Here are the details:
Q: How much do I have to pay for customs fees or import taxes?
A: Customs fees and import taxes vary by country, and regulations can change over time. Just as we pay taxes here, each individual is responsible for covering their own import duties, which is clearly outlined in our delivery terms, as customs duties and taxes are managed by local authorities. These fees depend on the country and product, so we recommend checking with your local customs office for the most up-to-date information.
Q: Can I cancel my order? Can I ask for a refund?
A: For any request related to the order, please contact us via this link.
Q: Does the price on the website include taxes?
A: All prices listed on the website are exclusive of all taxes.