Instructions for receiving parcels

Dear customers!

Since summer 2024, we have been sending 2 (or 3) additional emails in connection with your order:

• We send an "order confirmation" directly after your order. This became necessary because customers often asked the very next day when their parcel would be dispatched, even if the delivery time stated in the offer was 5 days. And even though they can view the shipment tracking in their customer account at any time.
• A few weeks after completing the order, we check whether the parcel has actually arrived by checking the delivery details with DHL. If this is the case, the order receives the status "Received" and the customer receives an e-mail informing them of this.
• For customers who have a customer account: You can check the current status of your order at any time on our website in the "My account" - "My orders" section. Unfortunately, customers without a customer account do not have this option, but they can ask us for their DHL dispatch code so that they can check the status themselves.

This may initially be perceived as an annoying flood of e-mails, but it has concrete advantages:

• Customers know the status of their order at all times from the time they place their order until after they receive it. Problems, such as a neighbour accepting a parcel and not informing us of this, are also resolved quickly.
• This means that it is no longer possible for customers to claim that they have not received their parcel after a year and want compensation!
  In this case, we would then have to compensate for the "damage", as DHL deletes all proof of shipment after 3 months: https://www.it-recht-kanzlei.de/nichtzustellung-spaete-reklamation-beweislast.html
  From now on, we will ensure that every customer has the complete DHL shipping details just a few weeks after completing their purchase. Complaints that arrive weeks or months later will therefore no longer be accepted by us.

For customers who have declined to save their customer data or to create a customer account:
If you have not received your parcel, please contact us immediately after receiving this email, we are in possession of the tracking data.
If you do not contact us within one week of receiving this email, we will decline any further liability or reimbursement for lost parcels.

Please note that we have thus fully complied with our delivery obligation.

Unfortunately, DHL shipment tracking only works for up to 3 months after dispatch, after which DHL deletes this data.
After that, proof of delivery is no longer possible. According to current case law, however, we would have to refund parcels up to 2 years after receipt!
We have already had such cases in which customers wanted compensation 6-12 months after ordering for parcels that were allegedly not received!
We ourselves can no longer lodge a complaint with DHL after 3 weeks and will not receive any compensation from DHL if the fault lies with DHL, which is usually the case.
We will therefore accept a complaint about non-receipt after you have received this email up to a maximum of 1 week after delivery of this email. After this time, we decline any further liability!

You have not yet received the parcel because it is in the post, but you have still received this email?
That is correct. Unfortunately, it often happens that the DHL courier forgets to post a notification, and after 7 days we receive the parcel back.
This is another reason why we have set up this special notification or the shipping status "Received" from 2024!
Even if you did not have a notification card in your letterbox, this email lets you know that the parcel is in your post office or at a Packstation and you now have the opportunity to ensure that the parcel is in your possession before the storage period expires.
Parcels that we receive back with the note "not collected" will be cancelled by us and the additional costs, including any delivery costs, will be invoiced by us, as we also have to pay for every returned parcel.
Even if no notification card has been deposited, the parcel location is deemed to be known with this "Received" dispatch status email.
Therefore, storage at a post office or packing station is already considered "received" by us.
Incidentally, refusing to accept a parcel, which would also lead to a return, is not considered a proper cancellation.

Another important note for all customers who issue storage authorisations, e.g. for patios, garages etc.:
Please be aware that in this case you voluntarily waive any liability on the part of DHL or us!
If a parcel disappears in this way, we are not liable and please do not submit a claim for reimbursement to us or DHL if you miss your parcel, as this would be futile.
For the future, we strongly recommend that you do not use deposit authorisations!

A copy of this e-mail with the confirmation that it was sent to you will be stored by us for at least 2 years.

Example page for DHL shipment tracking: