01FAQ
Brief and to the point.
Answers to questions about orders, shipping, returns, payment, customer accounts and stores – from opening hours to private shopping. Not found what you're looking for? Contact us via our contact form.
02 Orders & Invoicing
Order & Invoice.
Can I change my order after it's been placed?
Unfortunately, subsequent changes are not possible – but you have options:
- Order not yet shipped: Cancel it and place a new order with the desired changes.
- Order already on its way: Wait for delivery, return the item in question, and reorder it in the desired variant.
Address changes are also not possible after an order has been placed. If you notice an error immediately afterward, cancel the order promptly and reorder to the correct address. If the package has already left our logistics center, we cannot arrange a redirection – if delivery is not possible, the goods will be returned to us and any payments already made will be refunded.
What to do if my order arrives damaged or incorrect?
Please contact us as soon as possible – within 7 business days at the latest. In the event of transport damage, we also ask you to file a damage report with the delivery service.
How do I cancel an order?
As a registered customer:
- Go to the "Orders" menu item in your customer account.
- Select the respective order.
- Click on "Cancel order".
As a guest:
- Open the order confirmation email.
- Click on "Go to order details".
- Select "Cancel order".
Individual items cannot be cancelled separately. You will receive a confirmation by email within a few minutes; a cancellation cannot be undone.
Where can I find my invoice?
Once your order has been shipped, you will receive your online invoice by email. As a registered customer, you can find it at any time under "Orders" in your customer account; as a guest, you can find it via the link "To order details" in your order confirmation.
Haven't received an invoice? Check your spam folder, verify the email address provided, or contact our customer service.
03 Vouchers & Promotions
Vouchers &
Promotions.
Why isn't my voucher code being accepted?
Possible reasons:
- The voucher has expired or is no longer valid.
- The minimum purchase value has not been reached.
- The items in the shopping cart are excluded from vouchers.
- The voucher is restricted to certain brands, categories, or payment methods.
- You have already redeemed the voucher – each code is valid only once per account and order.
- A typo has occurred – please check the character sequence and spaces.
If none of these apply, please contact our customer service.
Can I combine multiple vouchers?
No, only one voucher or promo code can be redeemed per order.
How do I redeem a voucher code?
Enter your code directly in the shopping cart or in the second checkout step and confirm it by clicking "Redeem promocode" before completing your purchase with "Buy now". Codes cannot be applied retrospectively.
04 Manage Customer Account
Your
customer account.
How do I change my shipping or billing address?
You can permanently change your billing address under "My Address Book" → "Billing Address". Under "My Address Book" → "Shipping Address / Packstation", you can store several shipping addresses for your next order.
For orders already placed, the address and payment method cannot be changed for technical reasons – in this case, please cancel and reorder.
How do I change my email address?
Prerequisite: You still have access to your previous email address.
- Enter your new address under "Personal Data" → "Email address / Username".
- Click on "Change email address".
- Confirm the change via the activation link sent to your old address.
You can also store a separate email address for notifications – without affecting your newsletter subscription.
How do I change my password?
Under "Personal data" → "Login details" → "Change password", enter your old and new password. You will then receive an activation link by email to confirm your new password.
05 Returns & Refunds
Returns & Refunds.
Can I return items I've ordered?
Yes. If something doesn't fit or you don't like it, you can use your statutory right of withdrawal within 14 days or our voluntary 30-day return policy – without stating any reasons. The period begins upon receipt of the goods; timely submission to the delivery service is sufficient. The return label is included in your package.
How do I return an item?
- Fill out the enclosed return slip and state the reason for return.
- Place the slip in the parcel.
- Affix the return label to the sealed parcel and drop it off at the delivery service.
Once the return process is complete, you will receive a confirmation by email. When purchasing on account, the 14-day payment period applies despite the 30-day return policy.
Will I receive an adjusted invoice for a partial return?
An adjusted invoice is not possible due to technical reasons – please only pay for the items you keep. If you have already paid the full amount, we will refund the corresponding amount to your payment method upon receipt of the return.
I don't have the return label – what should I do?
No problem: contact our customer service by email, and we'll send you a new return label. Please keep your proof of postage until your return has been confirmed.
When will my return be credited?
Once your return has been received and inspected, you will receive a confirmation email. The refund will be issued depending on the payment method:
- Credit card: Credit within a few business days.
- PayPal: Refund to your PayPal account within a few business days.
- Klarna: Transfer back to the specified bank account.
- Invoice: Transfer back to the account from which the payment was received.
06 Payment methods
Payment &
Charge.
What payment methods does the online shop offer?
PayPal, credit card (Visa, Mastercard, American Express), Klarna (instant bank transfer & invoice), Apple Pay and Google Pay. You can find all details on our Payment Methods page.
Why did I receive a payment reminder?
Payment reminders and incoming payments often overlap. Please check:
- Return still open – please allow us 14 business days for processing.
- Already transferred – allocation can take a few business days.
- Incorrect payment reference – always use the order number from the invoice.
- Multiple orders transferred together – please transfer individually.
If anything is unclear, please contact our customer service.
07 Consulting & Service
Consulting &
Service.
Can I get in-person advice at the store?
Yes, gladly. Our team will advise you personally at the Freudenhaus Store in Obertauern during the winter season – whether it's fashion, gear, accessories, or ski equipment.
Do you offer consultation on ski equipment and gear?
Yes. We'll help you choose ski equipment, functional winter clothing, and gear – suitable for your skill level, requirements, and current conditions.
Do you offer boot fitting?
Yes. Together, we'll find the perfect ski boot for your foot, skill level, and needs – with a focus on fit, comfort, and performance.
Can I try on products in the store?
Yes, in our main store you can try on our collections directly and compare styles, sizes, and fits with expert advice.
Can I also get advice at the ski rental shop?
Yes, we also advise you on your equipment at our ski rental locations - there you will also find a small selection of gear and fashion. For the full shopping experience, we recommend our main store at Ringstraße 74.
Do you offer consultations in your online shop?
Yes. If you have any questions about sizes, fit, materials or products, please get in touch – we can also advise you personally online.
08 Store & Opening Hours
Store &
Locations.
What are the opening hours?
Winter Season (end of November – April): Store and ski rental locations are open daily – Sunday to Thursday 8:30 AM–6:00 PM, Friday & Saturday 8:30 AM–6:30 PM.
Summer and Autumn Season (May – November): The store is closed, but you can reach our office Monday to Thursday 8:00 AM–1:00 PM.
The online shop is open year-round – local pickup is possible depending on the season and availability.
Is there a physical store or only the online shop?
Our main store is in Obertauern, Ringstraße 74 – with the largest selection of premium skiwear, fashion, gear, accessories, and ski hardware, as well as personalized advice. We also operate other locations for ski rental and ski service with a smaller selection. All branches are only open during the winter season, while the online shop is open year-round.
Are there multiple branches in Obertauern?
Yes, in addition to the main store, there are several ski rental locations:
- Freudenhaus Main Store – Ringstraße 74, 5562 Obertauern
- Freudenhaus Ski Rental Schaidberg
- Freudenhaus Ski Rental Hotel Edelweiss
- Freudenhaus Ski Rental Hotel Plaza
- Freudenhaus Ski Rental Hotel Kohlmayr
You'll find the largest selection of ski apparel, fashion, and expert advice at the main store.
Is there a Joy House Outlet?
Yes. At the Obertauern outlet, you'll find discounted premium skiwear, fashion, gear, and accessories from past collections. Additionally, there are regular sales events in the store and online shop, especially towards the end of the season. The outlet is also only open during the winter season.
09 Further Questions
Even more
clarity.
What do SEPA, IBAN, and BIC mean?
SEPA (Single Euro Payments Area) is the Single Euro Payments Area. IBAN is the International Bank Account Number, BIC is the international code for identifying payment service providers.
How do I subscribe to the newsletter?
Enter your email address in the footer under "Stay in the House" and confirm your registration via the email you receive immediately afterwards – this way you won't miss any promotions, sale offers, or new collections.
Which brands does Freudenhaus carry?
A curated selection of premium and designer brands in fashion, skiwear, and lifestyle – including Autry, Bogner, Dalbello, Falke, Frauenschuh, K2, Moncler, Nordica, Oakley, Peak Performance, Salomon, The Mountain Studio, UGG, and many more. You can find the complete overview on our Brands page.
Does FREUDENHAUS offer private shopping?
Yes. We take the time for you personally and put together an individual selection – completely relaxed and tailored to your wishes. Appointments are available upon request via email or directly in the store.
10Straight to the point
Fewer questions.
More clarity.
Didn't make it? Jump right in.