FAQ Subscriptions
PLEASE NOTE: THESE FREQUENTLY ASKED QUESTIONS RELATE ONLY TO A SUBSCRIPTION TO WILD VAN FREEK. THE CUSTOMER SERVICE OF WILD VAN FREEK CANNOT HELP YOU WITH QUESTIONS AND/OR COMMENTS ABOUT THE OTHER PRODUCTS ON FREEKS.NL. THIS ALSO APPLIES VICE VERSA, THE CUSTOMER SERVICE OF FREEKS.NL CAN NOT HELP YOU WITH QUESTIONS ABOUT A SUBSCRIPTION TO WILD VAN FREEK.
ORDER
What does a subscription to Wild by Freek cost?
Standard rates are:
- A Basic subscription (13 issues + 1 theme special) to Wild by Freek €61.50.
- A Plus subscription (13 issues + 1 theme special + summer and winter book) to Wild by Freek costs €71.50.
All above prices are based on direct debit. Prices may vary from above depending on offers.
Can I give a subscription as a gift?
Through Wild van Freek's customer service, you can order a subscription that automatically ends. You can only call Wild van Freek's customer service at +31 (0)73 85 000 41 (local rate). Please note , this is a different phone number than the customer service of Freeks.nl.
Is Wild by Freek suitable for my (grand)child?
As a standard indication, Wild by Freek is for children 7 years and older. Depending on the individual development of the child you can deviate from the above advice.
What will my child learn from Wild by Freek?
Wild by Freek is fully aligned with elementary school learning objectives. The magazine and website are developed in collaboration with teachers and subject specialists.
Can I order Wild van Freek by phone?
Yes, you can order by phone by calling Wild van Freek's customer service at +31 (0)73 85 000 41 (local rate). Please note , this is a different phone number than the customer service of Freeks.nl.
How do I order a subscription to Wild van Freek?
You can order through this webshop or call Wild van Freek's customer service at +31 (0)73 85 000 41 (local rate). Please note , this is a different phone number than the customer service of Freeks.nl.
Can I order a subscription Wild by Freek for abroad?
Yes, you can have Wild van Freek delivered abroad. This way, even though you live abroad, you can still receive Wild van Freek. Call Wild by Freek customer service at +31 (0)73 85 000 41 (local rate) or send an email to [email protected]. Shipping costs are charged for shipment abroad. However, shipping to Belgium is free. You can order for a subscription in Belgium by phone, e-mail or through the webshop. Please note that this is a different phone number than the Freeks.nl customer service.
Can I also buy Wild from Freek in stores?
Wild van Freek is available in supermarkets or bookstores. However, it is always possible that a retailer may choose not to sell the magazine.
Can I preview the magazines?
View the online preview copy of Wild by Freek here. Would you like to know more about the magazine? Please call the customer service of Wild van Freek at +31(0)73 85 000 41 (local rate) or send an email to [email protected]. Please note that this is a different phone number than the customer service of Freeks.nl.
CANCEL AND CONVERT
How do I cancel my subscription Wild by Freek?
You can cancel up to six weeks before the end of your current subscription period. After the first subscription period the subscription can be cancelled per month.
Do you wish to terminate the subscription?
- Write to Wild van Freek B.V. Attn: Customer Service Department, P.O. Box 380, 5201 AJ 's-Hertogenbosch
- Send an email to [email protected]
- Call the Customer Service of Wild by Freek at +31 (0)73 85 000 41 (local rate), Monday to Friday from 09:00 to 15:00 Note!This is a different phone number than the customer service of Freeks.nl.
In your letter or email, please include the subscriber's name, full address information and preferably your relationship number.
Does my subscription stop automatically or is it ongoing?
When you order a subscription, you will receive a welcome e-mail. This will tell you whether your subscription ends automatically or is ongoing.
CHANGE OF ADDRESS
How do I report a change of address?
Send an e-mail with your old and new address information to [email protected] or call Freek's Wild's customer service at +31 (0)73 85 000 41 (local rate). Please note, this is a different phone number than the customer service of Freeks.nl.
DELIVERY AND SHIPPING COSTS
When will I receive the first magazine?
That depends on the date you took out the subscription. The delivery time from the time of ordering is up to six weeks. The exact date is also stated in the confirmation you receive from us. Wild van Freek is delivered to your home every four weeks. Look for more information in the publication schedule.
When will I receive the Winter and Summer Special from my Plus or Superplus subscription?
The Winter Special is sent in late November and the Summer Special in mid-June.
When will I receive the extra product from my Superplus subscription?
Freek's Wild's Superplus product will ship this school year starting in mid-October.
How much shipping costs do I pay for a subscription Wild by Freek?
You do not pay shipping costs for subscriptions within the Netherlands and Belgium. Shipping costs are charged for shipping outside the Netherlands and Belgium.
PAY
When will the subscription fee be deducted from my account?
If you order a subscription, the fee will be debited a few weeks after the subscription starts.
How do I pay in the webshop?
You can choose from three payment methods:
1) iDeal: with this payment method you pay directly through your own Dutch bank through internet banking.
2) Paypal or Creditcard.
3) Mister Cash: with this payment method you pay directly through your own Belgian bank through internet banking.
Please note that you always pay the continuation term of your subscription by direct debit.
I don't live in the Netherlands. How can I pay?
If you have a Dutch bank account, you can pay with iDeal or with your credit card or Paypal account. If you have a Belgian account you can use Mister Cash.
RETURNS
How can I return my product(s)?
Please contact our customer service via e-mail: [email protected] or phone: +31 (0)73 85 000 41 (Monday through Friday from 8:30 a.m. to 5 p.m., local rates).
You have the right to cancel your order up to 14 days after receipt without giving a reason. You can then return your order within 14 calendar days. You will then be credited the full order amount including shipping costs. If you exercise your right of withdrawal, the product must be returned with all delivered accessories and in its original condition and packaging. In case of damage to the magazines, the value per magazine will be charged € 3.99.
To return an item, please complete the withdrawal form. Download the withdrawal form in PDF format here. You will need Adobe Reader to open the PDF. You can download this program for free here.
Other questions about Wild by Freek?
Is your question not listed here? Send an e-mail to: [email protected] or call: +31 (0)73 85 000 41 (local rate). Our customer service is available every working day between 08.30 and 17.00. Please note that this is a different phone number than Freeks.nl customer service.
PLEASE NOTE: THESE FREQUENTLY ASKED QUESTIONS RELATE ONLY TO A SUBSCRIPTION TO WILD VAN FREEK. THE CUSTOMER SERVICE OF WILD VAN FREEK CANNOT HELP YOU WITH QUESTIONS AND/OR COMMENTS ABOUT THE OTHER PRODUCTS ON FREEKS.NL. THIS ALSO APPLIES VICE VERSA, THE CUSTOMER SERVICE OF FREEKS.NL CAN NOT HELP YOU WITH QUESTIONS ABOUT A SUBSCRIPTION TO WILD VAN FREEK.
FAQ Freeks.co.uk
PLEASE NOTE THAT THESE FREQUENTLY ASKED QUESTIONS PERTAIN SOLELY TO FREEKS.COM PRODUCTS. THE CUSTOMER SERVICE OF FREEKS CANNOT HELP YOU WITH QUESTIONS AND/OR COMMENTS SUBSCRIPTIONS TO WILD VAN FREEK. THIS ALSO APPLIES THE OTHER WAY AROUND, THE CUSTOMER SERVICE OF GAME OF FREEK CANNOT HELP YOU WITH QUESTIONS ABOUT PRODUCTS FROM FREEKS.CO.UK.
ORDERING AND DELIVERY
How can products be ordered through the website?
Select a product on the site and follow the steps indicated to order it. When all steps have been completed, the product will automatically appear in the shopping basket. Once you have entered all your details, delivery details and payment method, you can complete your order and a confirmation email will be sent immediately to the email address you entered. All prices listed are inclusive of VAT.
How do I cancel/change my order?
If the status of your order is still unprocessed or unpaid, it is probably still possible to cancel or change your order. You can contact our customer service department to do this.
When will I receive my order?
If you have ordered in the Netherlands on a business day (Monday through Friday) before noon and your payment has been received, your order will be shipped the same day. Orders placed and paid for over the weekend will be shipped on Monday. During promotional periods, it may take longer for your order to be shipped due to traffic. You will always receive an email confirmation when we have received your payment and as soon as your order is shipped. We will ship your order via DHL. After processing your order you will receive an email from DHL with track & trace link. If you are not at home on the delivery day you can also choose an alternative delivery option in this email.
For Belgium, if you have ordered on a business day (Monday to Friday) before noon and your payment has been received, your order will be shipped the same day.
I haven't received a confirmation email yet, when will I receive it?
Normally you will receive a confirmation email from us within 1-10 minutes after placing the order via the email address you provided. If you haven't received it, it may have ended up in your junk mail. If you click in your mail on the folder called: unwanted, spam or junk mail you can see if our confirmation email ended up there. If our confirmation email is not there either, please contact our customer service.
When can I expect to receive my order?
You can find the expected delivery date of your order in the order confirmation email you received through the mail. You can also find this by logging into the website.
Can I track my package?
We will ship your order via DHL. After settlement of the order you will receive an email from DHL with track & trace link. If you are not at home on the delivery day you can also choose an alternative delivery option in this email.
What happens to my order if I am not home?
We will ship your order via DHL. After settlement of the order you will receive an email from DHL with track & trace link. If you are not at home on the delivery day you can also choose an alternative delivery option in this email.
Once your order has been shipped, we will check to see if the package can be delivered to your neighbors. If this is not possible, it will be offered to you again the next working day. In both cases you will be notified by a bill in your mailbox.
When do I not pay shipping costs?
You pay no shipping costs with us if your order meets the following conditions:
- the total order amount is more than €50,00
- the shipment is to one address within the Netherlands
- the entire order will be delivered on the same day
Can I also choose a specific delivery date?
Your order will be shipped by us via DHL. After processing the order, you will receive an email from DHL with track & trace link.
Please note that our delivery days are, Monday, Tuesday, Wednesday, Thursday, Friday and Saturday. Therefore, it is not possible to have an order delivered on Sunday.
Can I have my order delivered to another address?
You can have all our products delivered to an address of your choice. This can be done in the second step of the shopping basket when ordering: Enter customer details. It is also possible to choose another delivery country for this purpose.
MY ACCOUNT
I have moved, how do I pass on my new address?
In 'my account' you can change your address yourself by logging in with your email address and password and going to 'My Account'. Then click on 'change data' to change your address details.
How can I change my e-mail address?
In 'my account' you can change your e-mail address yourself by logging in with your e-mail address and password and going to 'manage your password and account details'. Then click on 'change data' to change your e-mail address.
RETURNS
How do I return my ordered product?
Please follow the instructions below to ensure the shipment and processing of your returns goes smoothly:
- You can return the product to the following address:
Freeks.com
Industry street 8
7772 TP Hardenberg - It is important that you send the order number and reason along with the package. Please describe clearly if an order is to be cancelled.
Returning a product is only possible with us at your own expense: you will receive your money back from the order in the same way that the payment was made. You can deliver the package to a post office or service point of PostNL or DHL. If you live in Belgium and or Germany, it is best to return via the post office.
PAY
Domestic payment methods
Orders at Freeks can be paid in several ways, both direct and indirect. The difference is that with a direct payment the order is made and shipped immediately. With an indirect payment, the order is made and shipped only after payment has been received.
Direct payment: for fast delivery
* iDeal
* PayPal
* Credit card
* Bancontact/Mister Cash (for Belgian customers
Payment methods abroad
At Freeks it is also possible to order gifts from abroad. Payment from abroad can be done with:
* PayPal
* Credit card
It is also possible to pay by bank transfer. With a bank transfer it can take a few days before we receive your payment. Because your order will only be processed once your payment has been received, you should expect a longer delivery time.
If there are any questions about the payment options, or if there are any other questions, it is best to contact customer service.
What are the shipping costs?
With an order from €50,- you pay no shipping costs, this applies to all orders from the Netherlands. For orders from Belgium and Germany above €50, a discount of €3.00 is applied to the shipping rate and the rate is 4.95.
For an order under €50, you pay €2.95 in shipping costs within the Netherlands and €7.95 for shipping to Belgium and Germany.
Where can I enter my discount code?
If you have received a coupon code from us, you can enter it in the first step of the shopping cart. In the shopping basket you will see a field with "Coupon Code" under your ordered products, here you can enter the discount code. If you then click on the "Apply Coupon" button, the discount will be calculated immediately.
Will an invoice be sent with my order?
We will send the invoice of your order along with your order. If you do not want this, you can indicate this on the order form.
How secure is shopping at Freeks.com?
The payment information you provide to make the actual payment is fully protected. We use an SSL connection, which means that any personal information you entrust to us is encrypted, preventing others from viewing your information or otherwise being found out. You can recognize a secure website by the lock icon at the bottom of your screen during payment.
SERVICE & WARRANTY
What should I do if I have a complaint?
We value the quality of our products and service orientation to you, the customer. We want you to be satisfied with our products and services. We therefore recommend that you contact our customer service with a complaint. You can do this by phone from 08.30 to 17.00 at +31 (0)53-4368777. Please note that this is a different phone number than Wild van Freek's customer service.
We will respond to your complaint as soon as possible and, in consultation with you, resolve the problem as soon as possible. We maintain a maximum response time of 7 business days. We always do our utmost to resolve complaints to your satisfaction. Should you still not be satisfied with the solution we offer as a result of your complaint, you can submit a complaint to the Home Shopping Disputes Committee on the website of the Disputes Committee: www.sgc.nl.
How long is my warranty?
All items purchased from Freeks are guaranteed for at least 6 months.
After the warranty period: As soon as you report an item complaint to us, we will consider whether a warranty applies and what the appropriate solution for the problem is. But you can also contact us with a justified complaint after the warranty period has expired. If you can reasonably expect that an item should still function properly after a certain period of time and with normal use, and if the defect in the product has arisen through no fault of your own, you can have the item repaired or replaced. In all cases we monitor the prompt settlement of the complaint.
What complaints are not reimbursed?
Wear and tear of the product due to use, shedding and wear due to excessive perspiration, broken zippers and other defects caused by misuse, which cannot be blamed on the seller, will not be reimbursed.