Depending on with whom your order is shipped, there are different procedures. If your order is being delivered by DHL (courier), the DHL driver will when possible attempt to deliver the parcel to a neighbour and leave a note for you telling you which neighbour has the parcel. If the DHL driver is not able to deliver to a neighbour, a note will be left for you informing you at which post office the parcel can be picked up the next day. If the parcel is then not picked up from the post office after several days, it will be returned to us.
At www.mein-paket.de, a DHL website, you have the ability to modify your personal delivery preferences.
If your order is being shipped by freight forwarder and you are not present when the delivery takes place, the forwarder will bring the goods back to their distribution centre. They will then contact you by telephone to arrange a delivery time. Please note there is an additional cost to you for this second delivery deliver attempt. The cost is based on the local rates of the forwarder. Note that goods that are already out for delivery cannot be cancelled.
In order to prevent additional costs and minimise delays during in delivering your order, the opportunity to provide additional delivery instructions is available during the ordering process. For example you may request that the freight forwarder confirm the delivery day in advance by telephone. Further information is available here
Our freight forwarder deliver Monday to Friday during regular business hours, 08:00 – 18:00, Subject to an additional charge, express delivery or more specific delivery times can be arranged as well as prior telephone contact can be requested, please contact us for more information.
What happens when I refuse the delivery?
Please note that the additional costs incurred by refusing a shipment will be invoiced to you.
Return of Pallets
To ensure a damage free delivery of your order we ship on EURO-pallets. Euro Pallets are pool pallets and the freight forwarder is required to return them to us.
Therefore we kindly ask that the goods be unpacked upon delivery, so that the driver may take the EURO-pallet with him or have a EURO-pallet ready for exchange.