Frequently asked questions
We have gathered answers to the most frequently asked questions to help you better understand our services and policies. Our goal is to provide you with clear and concise information so that your experience with us is as smooth as possible. Whether you are a new visitor or a long-time customer, we hope you find useful information here.
To make navigation easier, we have divided the questions into categories. Simply click on any question below to display a detailed answer. If you cannot find the answer you are looking for, please do not hesitate to contact our customer service. We are here to help you with any inquiries.
Where is my package?▼
After dispatch, the package is delivered the next day, but no later than within 2 working days. In case of a delivery delay, please contact us at info@freshgear.eu.
Here you can contact the carrier directly: (please have your shipment number from the email ready)
DPD: +420 225 373 373 (Mon-Fri: 7:00 to 18:00).
Czech Post: +420 840 111 244 (Mon-Fri: 7:00 to 19:00).
Zásilkovna - Pickup Points: +420 216 216 516 (Mon-Fri: 8:00 to 18:00).
Not happy with the size? Interested in an exchange/return?▼
You can return or exchange any goods within 14 days without providing a reason from the time of collection. We do not charge anything for returns or exchanges.
For returns or exchanges, please email us at: info@freshgear.eu
Which shipping option is best for fast delivery of goods?▼
If you want the cheapest shipping option and do not want to wait for a courier at home before the package is delivered, then it is best to choose delivery to a pickup point.
The fastest delivery is provided by the carrier DPD. DPD will notify you with the exact hour of arrival, and you can also easily change the delivery time or location on your smartphone.
Do I need to be registered to shop?▼
No, you do not. Simply select the goods, choose the shipping and payment options, and place your order.
If I can't pick up the package in time, can I extend it?▼
Yes, by clicking on the tracking link we sent you, you will be directed to the carrier's website, where you can extend the pickup period by a few days or weeks with just a few clicks. Alternatively, you can also call the carrier directly, and they will extend the delivery time for you (see contact details above).
Can I play a memory game on your webshop?▼
Yes, you can play a memory game on our webshop. We created this game for your entertainment and we believe it will bring you lots of fun. You can play it right here: www.freshgear.eu/pexeso.
Where can I find the terms and conditions?▼
You can find the terms and conditions on our webshop at the bottom of the page under the link 'Terms and Conditions'. Alternatively, you can click directly on this link: www.freshgear.eu/obchodni-podminky. If you have any further questions, please do not hesitate to contact us.
Can I file a claim for purchased goods?▼
Yes, you can file a claim for purchased goods with us. If you need assistance with a claim or have any questions, please do not hesitate to contact us at info@freshgear.eu. Detailed information about the claims process can be found in our terms and conditions available on our webshop. We are here to help you.