Frequently asked questions

Why is there a lump sum on packaging of 1.50 EUR?

For each sent parcel we apply a lump sum on packaging of 1.50 EUR. These costs are not included in the price of the items. Therefore, there is no price difference between items bought online and those bought in our store. Our corrugated packagings are  almost completely made of natural raw materials and have a RESY mark, this means that are 100% recyclable. Moreover, the kraft paper used to wrap and protect the products is 100% recycled paper.

The 6th and 7th amendment of the Verpackungsverordnung (VerpackV, German packaging ordinance) was published on 23rd July 2014. All companies that put grouped packaging, sales packaging and transport packaging in circulation in Germany are obliged to recycle the packaging according to this ordinance.

By paying the licence fee via Reclay VfW GmbH, we comply to this obligation: www.reclay-group.com/de/en/

Further information on this topic: http://www.bmub.bund.de/themen/wasser-abfall-boden/abfallwirtschaft/verpackungsverordnung-verpackv/

How long will it take for my order to be delivered?

For all payment methods (except advance payment with bank transfer) parcels can be usually sent on the same day of the order (if orders are placed until 16:00 from Mondays to Fridays and if all the ordered items are displayed as available).

If you have selected the debit as payment method, we will send you the parcel as soon as we receive the amount on our bank account (this operation may require some days).

For further information about shipping costs and delivery times please click here.

What happens if I am not at home when the parcel is delivered?

If the recipient of the parcel is not at home, our carriers DHL, UPS and DPD adopt different solutions.

 

DHL delivery attempts:


If the recipient is not at home, DHL will hand over the parcel to a spouse or other person authorised in writing by the recipient to take delivery at the specified address, in return for a confirmation of receipt. DHL Paket items can also be delivered to alternative recipients. Alternative recipients might be a relative of the recipient or his/her spouse, a colleague, employee or neighbour, if it can be assumed from the circumstances that they are entitled to take delivery of the shipment. If the DHL PAKET cannot be delivered to either the recipient or an alternative recipient, the recipient will receive a notification card with which he/she can collect the shipment from the stated outlet within 7 days on presentation of valid ID or arrange redelivery. If the DHL PAKET is not collected within this period or if a second attempt to deliver also fails, the parcel will be undeliverable and will be returned to the sender.

UPS delivery attempts:


A UPS InfoNotice is left by a UPS driver to the Receiver know when a delivery attempt has been made. 3 delivery attempts are made by UPS. Unless it was a C.O.D. delivery, UPS will hold your shipment for five business days at the nearest UPS centre. If the shipment is not collected within five business days, it will be returned to the sender. Follow the instructions UPS InfoNotice. You can for example then choose other delivery options on ups.com. Type in (to be found above the barcode), the 12-digit InfoNotice number in the control or InfoNotice numbers on the front page of the main page at ups.com. You can check the following information:

  • follow and see tracking information
  • check the delivery of your shipment
  • select from up to four delivery options

Contrary to DHL, UPS makes up to three delivery attempts on three consecutive days. If the parcel could not be delivered and no further delivery option was chosen, your parcel will be stored in the nearest UPS branch where you can pick it up (please take your identity card with you).

DPD delivery attempts:


If the first delivery attempt fails, the carrier will leave in the recipient's post box a card with all information about the parcel and on how to collect it. If within the 7 calendar days of the storage period the parcel is neither delivered nor collected by the recipient, it will be sent back to the sender.

 

For further information please click here:

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