Frequently asked questions about shipping

Invoices are sent by email with approximately a 2 days' delay after the order has been shipped.

If you ordered with prepayment, we will create the invoice manually and send it to the registered email address. For B2B invoices to other EU countries, we create the invoice after verifying the VAT identification number and will also send it in advance.

Your order is currently being prepared for shipment.

That means:

1. Your product has been successfully reserved for you in our warehouse.
   
2. The shipping label has been created and assigned to your order.
   
3. Your package will be picked up shortly by the carrier and sent on its way to you.

Usually it takes less than 24 hours from this status for your package to leave our warehouse.

Why is the status not changing?

Occasionally the status may remain at "Preparation for shipment" for a little longer. The most common reasons are:

1. High order volume
   If you placed your order during busy times such as holidays, Black Friday or the Christmas season, shipping can be delayed due to the large number of orders. In such cases processing can take up to 2 business days.
   
2. Technical problems with the carrier
   Occasionally there are delays because the carrier has issues with data transmission. However, this is the exception.
   
3. When should I contact you?
   If your package status remains at "Preparation for shipment" for more than 3 business days, please contact us immediately.
   
   Our team monitors each order individually, and it is very important to us that your order arrives as quickly as possible. We will immediately investigate the cause of the delay and work to find a solution.

We ship your order with various shipping service providers: DHL, DHL Warenpost, DPD and via freight forwarder.

From experience, we know that our coffee is delivered fastest with DHL.

We ship smaller orders under 1 kg with DHL Warenpost. You will of course also receive a tracking number so you can track your parcel at any time. Warenpost also offers you lower shipping costs.

Coffee grinders and portafilter machines weighing less than 30 kg we ship via DPD. We have had very good experiences with DPD, the average delivery time is currently approx. 2.35 days. Delivery of coffee grinders to DHL Packstations is possible, simply enter the Packstation number when ordering.

Larger and high-value portafilter machines we ship via freight forwarder (currently Schenker and Kühne & Nagel). Due to the high value and weight of the goods, this is the safest shipping method. Freight forwarders also handle deliveries much more carefully. As soon as your order has been collected by the freight forwarder and logged into the central warehouse, you will receive a tracking number. The delivery time is currently approx. 5 business days, because pickups do not occur daily and a pallet must be prepared.

Important notes for freight shipments:

• Please be sure to provide your mobile phone number with your order so the driver can reach you on the delivery day.
  
• Delivery usually takes place between 08:00 and 16:00. Unfortunately we cannot offer a specific preferred time, but you will be informed of the time window on the day of delivery.
  
• For insurance reasons, delivery is only made to the curbside. Information about the floor or stairwell cannot be taken into account. Delivery into the apartment is not possible because it would require two people, which would delay shipping.

Despite careful packaging, it can occasionally happen that your order does not arrive undamaged on delivery, for example if plastic parts show cracks or breaks.

In this case the following applies:

Just write us a short e-mail with a few photos of the damaged parts to [email protected].

We will take care of it immediately and send you a replacement right away.

Sometimes a product can also be defective from the start because an error was overlooked in the manufacturer's quality control. Please note: We ship only originally packaged items and do not perform tests before shipping. The only exception is the Rocket Appartamento with colored side panels, because these are modified by us before shipping.

In such cases you can simply create a DHL return label in our returns portal. The defective product will then be sent directly to our workshop.

The best part: you do not have to wait until the repair is completed!

As soon as you have dropped off the package at DHL, we will immediately send you a replacement device. Your order will be updated accordingly and you will receive a new tracking number as soon as the replacement leaves our warehouse.

Please use the original carton for shipping and put the complete contents back into the original packaging.

Note:

Minor scratches on the underside of a product can occur during production. According to the manufacturer these are not considered defects and therefore unfortunately cannot be complained about. We ask for your understanding that we have no influence over this.

What a mess, we will send you a replacement immediately. Unfortunately this happens from time to time in the warehouse. Please get in touch briefly via our returns portal and we will arrange a quick replacement

You changed your mind, you do not like the color after all or you want to exchange your product for a different variant? No problem!

Just use our returns portal.

If your desired product is not available in the returns portal, please send us a short email at [email protected], we will be happy to help you.

Important information about exchanges:

• Higher-priced products can only be exchanged upon payment of the price difference. Your current order value will of course be applied as credit.
  
• Please use the original packaging for the return shipment and include the complete contents of the delivery.
  
• As soon as we receive your return, we will inspect it within one business day and ship your new order immediately.
  
• When exchanging for a higher-priced product, we ask you to pay the corresponding invoice for the surcharge in advance.

You can return your order easily within 14 days. Please also note the information about your right of withdrawal

Please send your order back to us.

Important information about returns:
We can only accept returns that:

1. are undamaged,
   
2. only show normal signs of use,
   
3. are in the original packaging,
   and include the complete contents of the delivery.
   
4. For quick processing of your return, please send it to our warehouse: Natur Bohne GmbH, Rosenfelder Str. 8 72189 Vöhringen, Germany
   
5. If returned to our showroom in Vöhringen, processing of your return may be delayed.

If your return does not meet these conditions, we will unfortunately have to charge a reduction in value. Do not worry, we will contact you in advance and find a fair solution together. It is best to get in touch with us beforehand so there are no unpleasant surprises for either side.

Please photograph your return as proof that the return is undamaged. This will serve as evidence for the shipping carrier. If the return is damaged during the return shipment, the evidence will be required.

For this it is especially important to photograph how the product is sufficiently cushioned in the box. In other words, the product box inside the shipping box.

Please also note the information under the point "Shipping preparation".

In general, processing of coffee grinders, coffee products and accessories takes less than 24 hours. The time between pickup from the warehouse and delivery is usually only 2 days (+/- 1 day).

Shipping of portafilter machines may take a little longer under certain circumstances. Here are the most important exceptions and special cases:

1. Rocket Appartamento with colored side panels
   These machines are delivered to us in stainless steel for production reasons. Our workshop converts them for you before shipping. Depending on the season and order volume the processing time can be up to 4 business days. No processing is carried out on public holidays, which typically extends shipping during these times.
   
2. Portafilter machines over 30 kg (freight shipping)
   These machines are delivered securely by freight forwarder. The delivery time is usually 4–5 business days. The processing time is shorter here because no modification is necessary. Please note that the freight forwarder does not pick up daily, which is why shipping may take longer.
   
3. Coffee products
   Our coffees usually leave our roastery the same day or at the latest the following day.
   
4. Incoming products (pre-order)
   Products that are currently not in stock are shipped immediately after receipt of goods. We depend on the manufacturers' delivery information and cannot influence faster delivery. These products are often very popular or hard to obtain online. By ordering you accept a correspondingly longer delivery time.
   Whether a product is in stock (green) or incoming (orange) is shown directly on the product detail page.
   
5. Orders with different delivery times
   If you order products with different delivery times the longer delivery time generally applies because we ship your order together.
   Example: You order a Rocket Appartamento and a coffee grinder. Both products will be shipped together.
   If you want to receive the coffee grinder faster please order it separately. This way you will receive the coffee grinder in advance, and of course the shipping is free for you.
   Products that are incoming are generally shipped separately. If you, for example, order accessories and an incoming product we will send you the available items immediately. We will not keep you waiting unnecessarily.

You can always find the current shipping time directly on the product detail page.

You ordered a product that is currently on its way to us, and you now see a later shipping date in our online shop? Don’t worry!

This simply means that the current batch of pre-orders is already sold out and we have already reordered the next delivery from the manufacturer.

Important for you:

Your order is of course still reserved. If your pre-order is unexpectedly delayed, we will inform you personally and promptly.

Yes, we of course also deliver to DHL Packstations, even for coffee grinders.

When you place your order, simply enter the Packstation in the designated additional address field, and we will take care of the rest.

Please make sure that:

• your Packstation is large enough for the ordered product,
  
• you enter your post number correctly so that delivery works smoothly.

If an item is too large for the Packstation, you will be notified by DHL and can pick up the parcel at the nearest branch.

Did you enter a wrong address when placing your order? No problem, we will try to resolve this quickly for you!

👉 Please call us immediately so that we can change the address in time before shipping.

If your package is already on its way, in many cases you have the option to redirect the delivery yourself with the provided tracking number via the carrier or choose an alternative delivery option.

We recommend that you keep an eye on the shipment tracking and contact our customer service directly if you have any questions.

For every order you receive a tracking number as soon as your package leaves our warehouse.

You will get:

• an email from us
• and a separate email from the respective shipping provider.
  

The email address you provided when ordering will be passed to the shipping provider so that you are always informed about the current status.

In addition, you can track your order at any time via our own tracking portal.

Note about DHL tracking numbers (coffee grinders & portafilter machines, parcel lockers):

At present there are unfortunately technical problems transmitting tracking numbers for shipments with DHL, especially for orders of coffee grinders and portafilter machines that are delivered to parcel lockers.

We are already working on a solution.
Currently the posting of DHL tracking numbers is still done manually, which can lead to a delayed display.

Don't worry: Your package is still on its way, it is merely a delay in providing the tracking data in our system.

Shipping abroad: Which countries do we deliver to?

We ship to most countries of the European Union (EU) as well as to states that are part of the European Economic Area (EEA). For these countries no customs duties apply.

We also deliver almost all of our products to Switzerland and take care of the complete customs clearance of your order.

Important:
A small number of products we are unfortunately not allowed to sell in Switzerland due to exclusive agreements with the manufacturers.
If you live in Switzerland you will surely know the option to use a German service provider (e.g., package forwarding services) as the delivery address. They reliably forward your order to you.

For shipping to countries outside Europe, such as the USA, Taiwan or other international destinations, please contact us directly.
We will manually process your order in these cases and clarify the shipping options and the costs incurred together.

➡️ Contact: [email protected]

You can order directly through our online shop. We deliver to Switzerland or Nowegen with the delivery term "Incoterms® 2020, DAP Zug, Switzerland". This means: You place your order with us net, without German VAT, and the delivery is made to your home. Many customers alternatively use forwarding services such as MeinEinkauf.ch or True Speakers.

Yes, we deliver directly to Switzerland and Norway. The delivery term is: Incoterms® 2020: DAP Zug, Switzerland / Oslo Norway. The goods originate from the EU (country of origin: Italy). You will receive a tax-free invoice in accordance with §6 UStG (export delivery).

You pay with us in CHF (Swiss franc) or NOK (Norwegian kroner) without German VAT. When importing into Switzerland or Norway import VAT or a handling fee may be charged by the Swiss / Norwegian customs authorities.

Yes, that is also possible. Many Swiss customers use such providers. Please note: The delivery is initially made to a German address. The shipping provider then forwards the goods. This can lead to longer delivery times. In addition the goods are usually not checked for transport damage when handled by the forwarding service. If damage is only discovered later in Switzerland direct liability is difficult because we did not deliver to Switzerland ourselves.

If a product is defective in such an order you will of course receive a replacement. The processing usually takes longer however because you must first return the goods to your service provider before they reach us. We will then take care of a solution.

Direct delivery from us usually takes approximately 4 to 7 business days. When using a third-party provider such as MeinEinkauf.ch or True Speakers additional internal processing times may apply. This makes the total shipping time longer.

With direct delivery from us customs duties are waived due to the free trade agreement with the EU. However import VAT may be charged by the Swiss customs authorities. For third-party providers such as MeinEinkauf.ch their rules apply.

No. You order from us net, that is without German VAT, in accordance with §6 UStG (export delivery). When shipping via MeinEinkauf.ch or similar providers other price components may possibly apply. We do not know whether Swiss VAT is included there.

If you use a third-party provider such as MeinEinkauf.ch or True Speakers you will be assigned a German delivery address. From there your package will be forwarded to Switzerland. This is an optional service many Swiss customers use.

For direct delivery from us our general return conditions apply. If you ordered via a third-party provider the purchase is legally made through that provider. In that case their terms apply, we cannot guarantee whether a return is possible.

You usually have to send the return to the address of the third-party provider in Germany. How these providers handle returns is not known to us in detail. Please check with the respective service provider. Processing of your return may take longer.

If you ordered directly from us, we are your contact for warranty and support. For orders through third parties such as True Speakers or MeinEinkauf.ch, the service provider is your contractual partner. However, we can gladly help you with technical questions. Please note: if customers contact the manufacturer directly in a warranty case, it is often checked whether the purchase was made from an authorized retailer. As an official retailer for many manufacturers we are permitted to sell these products and also offer an optional warranty extension.

No. You will receive an invoice without German VAT, as this is a tax-exempt export. Billing with Swiss VAT is only possible if you purchase through a provider registered in Switzerland.

You benefit from our price level, pay in CHF or NOK and receive high-quality products directly from Germany. Even with import duties or third-party fees, the total price is often more attractive than with Swiss retailers.