Delivery & Dispatch

You can find the estimated delivery date for your order in your confirmation email.

The estimated dispatch date for each individual product can be seen directly on the product page of our website. The estimated delivery date for your entire order can be seen in your shopping basket as soon as you've added your delivery address and selected your preferred shipping company.

Please note that our parcels are dispatched from our warehouse in Austria. For this reason, parcels are not processed and do not ship on Austrian public holidays. Our customer care team is also not available on Austrian holidays. We'll be back, newly energised, after the holidays are over.

Please check the status of your order again via your order confirmation. If you see the status "Delivered" in your order, you should have received a notification card from the delivery service. Your parcel may also have been delivered to a neighbour.

If your order still hasn't turned up, please write us using the contact form. We will do our best to find your parcel and, if needed, will contact the delivery company to request an investigation.

We're so sorry if your parcel was damaged in transit!

Were any products in the parcel damaged?
Please take pictures of any damage to the outside of the parcel as well as any damage to the products immediately. Be sure to keep the damaged items and the damaged parcel. We need these items for the compensation claim. Report the damage here.

Are the products you ordered undamaged?
If only the packaging itself has been damaged, and you want to return something, you can simply use different packaging for the return shipment.

If your parcel is visibly damaged upon delivery, please choose the option to accept the parcel with reservation and sign. If this option is not available, please do not accept the parcel.

We care about the environment! Our packaging material is completely plastic-free, and a very high percentage is also made of recycled material. We occasionally do reuse packaging materials that we receive from our suppliers. These materials may be made of plastic. Thank you for understanding that reusing materials whenever possible is important to us, as it greatly reduces waste.

The Austrian Post

In Austria your order will be delivered by Austrian Post. If you order by Friday 00:00 o'clock and the products you order are in stock, your order will be processed on the same day. Delivery takes place on the same business day after dispatch.

You'll receive a confirmation email directly after you've completed your order. On the evening of the day of dispatch, you'll receive a dispatch confirmation email with your personal tracking number. You can use your tracking number to track your parcel.

Your tracking information may take up to 48 hours to activate.

The estimated delivery date of your order will be displayed next to each product on our website, as well as in your shopping basket. You can find more information about receiving your parcel here.

Delivery by Bicycle Courier

We offer our customers in the Graz area a special service: Even faster, CO₂-neutral delivery by bicycle courier or electric car. We charge additional processing fees of only € 4,90 for same day delivery.

What are the prerequisites for this type of delivery?

Delivery by bicycle courier is available for items weighing up to 31.5 kg and takes place from Monday to Friday from 5 pm onwards. You will receive a confirmation email immediately after placing your order.

If the delivery team does not reach you during their first delivery attempt, they'll call you to arrange a new delivery time.

Delivery by bicycle courier is available for the following postcodes:

Graz: 8010, 8020, 8036, 8041, 8042, 8043, 8047, 8053, 8055

We're located in Austria, which is part of the European Union. For orders placed within the European Union, VAT is included in the total purchasing price. This means that orders that are delivered to countries within the EU do not incur any additional fees.

Forwarding Agent

If you find a product that will be shipped by a forwarding agent, you can rest assured that it will be packed with the utmost care. In such cases, a special service is provided to ensure that the forwarding agent meets you in person to hand over the goods. The forwarding agent will contact you by telephone and arrange a delivery date with you. We, therefore, request that you provide us with a telephone number where you can be reached.

Furthermore, please note that the forwarding agent is only obliged to make the delivery to the curbside of your address. From this point on, the goods are considered to have been delivered and handed over to the recipient.
We ask that you keep this in mind on the day of delivery and make arrangements to transport the goods yourself from here on.

Bulky Goods

Items are classified as bulky goods if they require special shipping due to their size or weight. Due to these factors, such items require special handling during the shipping process.

Refrigerated Shipping

Refrigerated shipping will be used to transport all items that need to be refrigerated in our warehouse as well as during transport. This allows us to ensure that the products are fresh and in good condition when you receive them.

Special Shipping Methods and Handling Costs

Our range also includes products that require special care during the packaging and shipping process. Therefore, additional handling fees are charged for the dispatch of these products. These fees depend on the weight of the consignment:

Up to 30 kg: normal handling fee
30.01 to 60 kg: double handling fee
60.01 to 90 kg: triple handling fee
and so on.

The amount of the fee varies depending on the destination country. You can see the exact amount of the shipping costs on the product description page, in the shopping basket and at the end of the checkout process.