Frequently Asked Questions (FAQs)
Where are your orders shipped from?
Orders are processed through our fulfillment network and shipped to customers in the United Kingdom and Germany.
When will my order be shipped?
Orders are processed within 1–2 business days. Orders placed on weekends or public holidays will be processed on the next business day.
How long does delivery take?
- United Kingdom: 2–5 business days
- Germany: 3–7 business days
Delivery times are estimates and may vary during busy periods or due to circumstances beyond our control.
Will I receive a tracking number?
Yes. Once your order has been shipped, you will receive a confirmation email containing your tracking number and shipment details.
Can I cancel my order?
Yes. Orders may be cancelled within 24 hours of purchase, provided they have not yet been processed or shipped. Please contact our customer support team as soon as possible.
What if my order arrives damaged or I receive the wrong item?
Please contact us within 7 days of delivery if your order arrives damaged, defective, or incorrect. Include photos of the item so our support team can review your request. If approved, we will arrange a replacement or issue a refund where applicable.
What payment methods do you accept?
We currently accept:
- Visa
- Mastercard
- American Express
- PayPal
Is my payment information secure?
Yes. All transactions are protected using SSL encryption and processed through secure payment providers. Your payment information is never stored on our servers.
Do you accept Cash on Delivery (COD)?
No. We currently accept online payments only through our supported payment methods.
What is your return policy?
We offer a 30-day return policy. If you are not satisfied with your purchase, please contact us within 30 days of delivery to request a return. Eligible returns include free return shipping for customers in the United Kingdom and Germany.
How can I contact customer support?
You can contact our support team using the information below.
Email: support@fritzneo.com
Phone: +44 7450 107436
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK Time)