FAQ
FREQUENTLY ASKED QUESTIONS
How to place an order?
- Select the product.
- Indicate the appropriate size.
- Choose the “Add to basket” option.
- By clicking the “Your basket” icon, you will be taken to your shopping cart. You will be transferred to a new tab where you will find information about the products you have selected. If you have a discount code, you can enter it here. If you wish to add something else to your cart, select the “Continue Shopping” option. After completing your purchase, select the “Next” option.
- Log into your account. If you don’t have an account yet, fill in the details. You can also place an order as a guest.
- Choose a delivery and payment method.
- Here you can add a comment to your order. Read the Terms and Privacy Policy, and then click “I accept, arder and pay”.
How to place an order with the option of self-pickup at our office?
There is no option to pick up a purchased package at the company’s headquarters. However, you can come to our shop at our company’s address and purchase the product(s) on-site.
How to modify an order?
To make changes in a placed order, contact the Customer Service Office. However, if it turns out that the order is already being processed, the modification will not be possible.
What is the order fulfillment time?
We usually prepare and ship orders within 24 hours from their confirmation. The delivery time depends on the delivery place and it is different for every country. Currently, we send parcels via couriers.
Note! Order fulfillment and delivery times don’t include Saturdays, Sundays, and bank holidays. During the peak shipping season, there may also be slight delays in delivery. You can check the status of your order by logging into your individual customer account.
What are the courier costs outside of Poland ?
The cost of delivery by courier within the European Union is 19,99 EUR, and to other countries 59,99 EUR.
How do I get a VAT invoice with my order?
To receive an invoice for your order, in the “Personal information” section select “Company” and fill in the data. Finally, click on the “Please issue a VAT invoice” button at the very bottom of the form. If you wish to receive a VAT invoice and are placing the order as a “Guest”, select “Company” in the “Personal information” section. After selecting this option, fill in all the necessary information and select the “Please issue a VAT invoice” button at the very bottom of the form. You will then be able to enter your VAT number.
Can I combine orders?
Unfortunately, there is no possibility to combine orders. To purchase another product, you must complete a separate transaction.
How to cancel an order?
To cancel a placed order, send an email to shop@obsessive.com, or contact our Customer Service Office.
Can I add a product to an order that has already been placed?
Unfortunately, there is no possibility to add products to an already placed order. To purchase another product, you must complete a separate transaction.
What to do in the event of a damaged package (e.g. torn carton box)?
If the box with your order is damaged, call the delivery company’s hotline as soon as possible. You are then making a complaint as the recipient; you can also call us and we will file a complaint as the sender.
Can you send a package abroad?
Yes. Just remember to include the destination country in the address details.
Can I indicate a specific day on which I want the parcel to be delivered?
Unfortunately not. The parcel is delivered according to the shipping company’s work schedule.
What payment methods are available?
- Payment by card,
- PayPal – fast payment for PayPal account holders,
- Traditional bank transfer.
What should I do in case of a failed payment via PayPal?
In the event of an unsuccessful payment, please contact our Customer Service Office. You will receive a link to complete a quick payment. You can also pay by traditional bank transfer to the Obsessive account, with the number of your order in the title. We wait 14 days for payment. If we do not receive your payment within 14 days, your order will be canceled.
Can I pay by card to the courier on delivery?
This option is possible only in the case of delivery within Poland.
What size should I choose?
All the size details are presented in the size chart for every product. Find the "Size guide" option.
Can I order a product that is currently unavailable on the Freedom website?
We do not sell products that are not available in the store. However, you can select the “notify me” option to receive a message as soon as the product is back in stock.
Where should I enter the discount code?
After going to your shopping cart, on the left side under the list of ordered products you will find a box with the heading “DO YOU HAVE A DISCOUNT CODE?”. Enter your code in this space and confirm it.
What if a discount code doesn’t work?
Make sure that the products in your cart meet all the criteria necessary to obtain a discount. If they do and the discount still is not applied, contact our Customer Service Office.
Does signing up for the newsletter result in creating a customer account?
Signing up for the newsletter is not tantamount to creating a customer account.
Can I use several discount codes at the same time?
You can only use one discount code in one order.
How do I make a return?
You can find all the information in the returns section.
When and how will the funds be credited?
You will receive a refund within 14 days from the moment we received the package. The refund is made in the same way that the order was paid for. In the case of payment on delivery (available only within Poland), the refund will be made to the bank account indicated by you in the return form.
In what cases will the return be rejected?
The return may be rejected by us for two reasons:
- when we receive it later than 30 days from the day when you received the package,
- when we find that the product shows signs of use.
Who covers the return costs?
The customer makes the return at their own cost.
Can the products be exchanged?
No. You can return a product that does not meet your expectations by following the “returns procedure” and then place the order again.
How to make a complaint about a product?
You can find all the information in the returns section.
Why was I offered a repair of the product when I have the right to choose a solution?
The controller of your personal data provided in the form is Amocarat Sp. z o.o., 1 Królewska Street, 43-354 Czaniec. The data will be processed in order to handle the process of withdrawal from the Agreement. In connection with the processing of personal data contained in the form, you have the following rights: the right to request access to data, their rectification, deletion or restriction of processing, as well as the right to lodge a complaint to the President of the Office for Personal Data Protection. Provision of data is voluntary, but necessary to handle the process of withdrawal from the Agreement. In connection with handling the withdrawal process, the data may be processed by external entities involved in handling the process, such as courier companies, postal operators, banks, hosting providers, accounting offices, law firms. The form will be stored for the period necessary to fulfill the purpose. Contact on matters related to the processing of personal data is possible at info@obsessive.com.
How to create an account in the Freedom shop?
If you want to create an account in the Obsessive online store, click "Account" and then select the "Create a new account" option in the upper right corner of the page. Then fill in the required fields. By creating an account, you accept our Terms and Conditions and Privacy Policy. Finally, click "Register an account". After registering an account in our store, you can log in.
How do I delete my account?
To delete the account and the data on it, please contact us – call our hotline or send a message. You can find all contact details in the footer at the bottom of our website.
Do I need an account to make purchases at Freedom?
You don’t need an account to shop with us. However, remember that by registering in our store you can:
- order faster,
- conveniently follow the status of your orders,
- check your purchase history,
- return products more easily.
What if I forgot my password?
Under the “Account” button, click “I forgot my login or your password?”. Then enter the email address used during registration. In an email from us, you will receive a link to reset your password.