This is how we process your order:
- We will confirm your order by email immediately after the payment process. Please note that it may take a few days for payment to be received if you use the " instant bank transfer " payment method and the delivery time will be extended accordingly.
- Your order will be transferred to the software of our dispatch centre. This also checks whether all data has been entered correctly. If there are any anomalies, our team will contact you to correct the data record together with you - this is usually a missing house number or incomplete packing station details.
- The products are collected and packed by our employees.
- As soon as the address label is printed, the order is considered "announced". Now the parcel is just waiting to be collected by one of our shipping partners. You will find the tracking link in your customer account and will also receive a dispatch notification by email.
- After collection, the parcel will be sent to you as quickly as possible by our shipping partner and will either be delivered to your home, a nearby partner shop or an alternative recipient or neighbour of your choice.
We will keep you up to date on the estimated delivery time and the current status of your orders at all times. You will find all the important information in the order overview and in your e-mail inbox.
As soon as your order is on its way to you, you will receive a dispatch confirmation with an initial estimate of exactly when your order will arrive.
If you are still waiting for your parcel, even though it should have arrived by now according to the tracking system, please use the tracking system to check whether it has been left with a neighbour or a shop. If this is not the case and the dispatch status has not changed for 5 days, please contact our Customer Care Team. We will contact the shipping partner to find out where your order is as quickly as possible. Shipping partners will not accept any enquiries before these 5 days have elapsed - and experience shows that parcels continue to move even after a slight interruption in the following days. Our statistics show that almost no parcels are lost. We therefore ask you to be patient in the event of a slight delay.
Shipping to Switzerland
- Our logistics centre is located in Germany, so shipping to Switzerland takes place in several stages:
- After packing your order, our partner takes the parcel to the Swiss border.
- There, every order is cleared through customs and handed over to Swiss post. Your parcel will then be delivered directly to you by Swiss post. Customs clearance may delay the shipment somewhat, so we ask for your understanding.