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 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.
• Now the customer still does not have the proof or the exact data from DHL. We therefore enter the customer's e-mail address in the same step at DHL (see image below) and arrange for DHL to send the customer an e-mail.
  This sometimes irritates customers because they receive another DHL email for a purchase that has already been completed. But as described: no problem and no reason for any reaction!
  We also have a copy of this e-mail sent to us and archive it for 2 years.

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 of ordering until after receipt. 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.

An important note on this occasion:

We can only advise against a drop-off authorisation! If you allow DHL to leave the parcel at a "secure" drop-off location, you waive any liability on our part and on the part of DHL if the parcel disappears!

Example page for DHL shipment tracking: