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Frequently asked questions

  • Ordering and payment

    1. How do I place an order?

    • Select the items you want in our online store, add them to your shopping cart, fill in the delivery information, and make the payment.

    2. What are the payment methods?

    • Online banking (Paysera, Swedbank, SEB, Luminor, etc.)
    • Credit card (VISA, MasterCard, Maestro)
    • Apple Pay and Google Pay
    • Installment payments through leasing partners (Artea lizingas, ESTO)
    • Upon delivery – credit card only (orders up to €100 and up to 30 kg)
    • Hairfree.lt gift vouchers

    3. Can I pay in cash upon delivery?

    • No, payment can only be made by payment card upon delivery.

    4. Have you received my payment?

    • Once you have paid and your payment has been successfully credited to our bank account, you will receive an email.

    5. How can I cancel or change my order?

     

    Delivery

    1. How long does it take to deliver the goods?

    • Preliminary delivery time in Lithuania: 1–5 business days after payment.
    • Preliminary delivery time to EU countries: 5–10 business days after payment.

    The delivery time may vary if the order is assembled from different warehouses, if the order consists of individually ordered goods, or if the order is placed during a holiday period (e.g., Christmas, Black Friday, etc.).

    2. How much does delivery cost?

    • In Lithuania: from €2.99 (postal machines), from €5.99 (couriers)
    • To EU countries: from €4.99
    • Delivery on pallets: €24.99/pallet

    The exact price is calculated automatically when the items are added to the shopping cart and depends on the delivery method, weight, and volume.

    3. Do you offer free shipping?

    • Yes, for orders of €49 or more and when selecting Smartpost parcel terminals, we deliver orders free of charge.

    4. Can I pick up my order in person?

    • We do not have physical stores. You can pick up your order from Smartpost, LPexpress, Venipak, or Omniva parcel lockers if the item fits in the compartment.

    5. Do you ship internationally?

    • Yes, we ship to most EU countries. If you are interested in shipping to another country, please contact the online store administration at [email protected] for shipping prices and terms.

    6. How can I track my shipment?

    • After placing your order, you will receive a tracking number by email.

     

    Returns and exchanges

    1. Can I return an item if it does not suit me?

    Yes, within 14 calendar days of receiving the item. The item must be:

    • In its original, undamaged packaging.
    • Unused, undamaged, with all labels.
    • Complete.

    2. How does the return process work?

    • Fill out the form: grazinimai.omniva.lt
    • Pack the item securely (use additional packaging and fill any empty spaces).
    • Place the shipment in an Omniva parcel locker within 14 days of delivery.
    • Wait for your refund or replacement item.

    In cases where the returned item does not fit in the parcel locker, please contact [email protected]

    3. How long does it take to get a refund?

    • The money will be transferred by bank transfer within 14 days of the service report date.

    4. What should I do if I receive a defective or incorrect item?

    • Please contact us by email at eshop@hairfree and attach a short video showing the problem.

     

    Customer service

    1. How can I contact you?

    2. When can I expect a response to my inquiry?

    • Claims are reviewed within 14 days of submission.
    • Emails are answered within one business day.

    3. Do you have a physical store?

    • No, we only operate online.

    4. Can I get an invoice?

    • Yes, invoices are generated automatically and sent by email after the order is delivered.

    5. Do you offer discounts for loyal customers?

    6. Do you offer discounts for professionals?

     

    Products and their availability

    All Hairfree.lt products are:

    • High quality and original
    • Have EU safety certificates
    • Sold with a warranty (depending on the type of product and conditions of use)

    Warranty and after-sales service apply if the product is used according to the manufacturer's instructions.
    More information about the product can be found in its description. 

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