Invoices are sent by email approximately two days after the order has been shipped. If you have paid in advance, we will manually create the invoice and send it to the email address you have provided. For B2B invoices to other EU countries, we will create the invoice after checking the VAT number and also send it in advance.

Your order is currently being prepared for shipping.

That means:

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

From this status, it usually takes less than 24 hours for your package to leave our warehouse.

Why doesn't the status change?

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

1. High order volume
   If you ordered during special periods such as holidays, Black Friday, or the Christmas season, shipping may be delayed due to the high volume of orders. In such cases, processing may take up to 2 business days.
   
2. Technical problems with the shipping service provider
   Delays rarely occur due to data transmission issues with the shipping provider. However, this is the exception.
   
3. When should I contact you?
   If your package status remains “Preparing for shipment” for more than 3 business days, please contact us immediately.
   
   Our team monitors each order individually, and it's our top priority to ensure your order reaches you as quickly as possible. We'll immediately work to identify the cause of the delay and find a solution.

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

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

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

We ship coffee grinders and portafilter machines weighing less than 30 kg via DPD . We've had very good experiences with DPD – the average delivery time is currently approximately 2.35 days . Coffee grinders can be delivered to DHL Packstations ; simply provide the Packstation number when ordering.

We ship larger and more expensive portafilter machines via freight forwarding (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. You will receive a tracking number once your order has been picked up by the freight forwarder and booked into the central warehouse. Delivery time is currently approximately 5 business days , as pickup is not available daily and a pallet must be prepared.

Important information for shipping:

• Please be sure to include your mobile phone number when placing your order so the driver can reach you on the day of delivery.
  
• Delivery usually takes place between 8:00 a.m. and 4:00 p.m. 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 possible to the curb. Unfortunately, we cannot accommodate floor or stairwell details. Delivery to an apartment is not possible, as this would require two people, which would delay shipping.

Despite careful packaging, it may happen in rare cases that your order does not arrive undamaged upon delivery – for example, if plastic parts are cracked or broken .

In this case:

Just send us a short email with a few photos of the damaged parts to kundenservice@naturbohne.de .

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

Sometimes, a product may be defective from the start because an error was overlooked during the manufacturer's quality control process. Please note: We only ship products in their original packaging and do not conduct any pre-shipment testing. The only exception to this is the Rocket Appartamento with colored side panels, as we modify these before shipping.

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

The best part: You don't have to wait until the repair is completed!

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

Please use the original box for shipping and put the entire delivery contents back in the original packaging.

A notice:

Minor scratches on the underside of a product may occur due to manufacturing defects. According to the manufacturer, these are not considered defects and therefore unfortunately cannot be returned. We ask for your understanding that we have no control over these issues.

Too bad, we'll send you a replacement right away. Unfortunately, this happens from time to time in our warehouse. Please contact us via our returns portal , and we'll arrange a quick replacement.

Have you changed your mind, don't like the color, or would you like to exchange your product for a different version? No problem!

Simply use our returns portal .

If your desired product is not available in the returns portal, please send us a short email to kundenservice@naturbohne.de – we will be happy to help you.

Important information about exchanges:

• Higher-priced products can only be exchanged for a refund of the difference. Your current order value will, of course, be credited as credit.
  
• Please use the original packaging for return shipment and include the complete scope of delivery.
  
• Once we receive your return, we will inspect it within one business day and ship your new order directly.
  
• If you exchange your order for a higher-priced product, we ask you to pay the corresponding invoice for the surcharge in advance.

You have the option to return your order easily within 14 days. Please also note the information regarding your right of withdrawal.

Please use our returns portal and register your return there.

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

1. are undamaged,
   
2. only show normal signs of wear,
   
3. are in the original packaging,
   and the complete scope of delivery is included.

If your return doesn't meet these conditions, we will unfortunately have to charge a depreciation fee. Don't worry – we'll contact you in advance and find a fair solution together. It's best to contact us in advance so there are no unpleasant surprises for either party.

The best:
With us, you don't have to take photos or elaborately document your return, as might be the case with other providers in our industry. Returning items is free and hassle-free for you.

Please also note the information under “Preparing for shipping”.

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

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

1. Rocket Appartamento with colored side panels
   Due to production requirements, we receive these machines in stainless steel. Our workshop will convert them for you before shipping. Depending on the season and order volume, processing time can be up to four business days. We do not process orders on public holidays, so experience has shown that shipping times are longer during these times.
   
2. Portafilter machines over 30 kg (freight forwarding)
   These machines are delivered securely by freight forwarding. Delivery time is typically 4–5 business days. Processing time is shorter here, as no modifications are required. Please note that the freight forwarding company does not pick up daily, so delivery may take longer.
   
3. Coffee products
   Our coffees usually leave our roastery on the same day or the following day at the latest.
   
4. Products in transit (pre-order)
   We ship products that are currently out of stock immediately upon receipt. We rely on the manufacturer's delivery information and have no influence on faster delivery. These products are often very popular or difficult to obtain online. By ordering, you accept a correspondingly longer delivery time.
   You can see whether a product is in stock (green) or on the way (orange) directly on the product detail page.
   
5. Orders with different delivery times
   If you order products with different delivery times, the longer delivery time usually applies, as we ship your order together.
   Example: You order a Rocket Appartamento and a coffee grinder – both products will be shipped together.
   If you would like to receive the coffee grinder more quickly, please order it separately. This way, you'll receive the coffee grinder in advance – with free shipping, of course.
   Incoming products are generally shipped separately. For example, if you order accessories and an incoming product, we'll send you the available items immediately. We won't keep you waiting unnecessarily.

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

Have you ordered a product that's currently in transit and 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 shipment from the manufacturer.

Important for you:

Your order will, of course, remain reserved . Should your pre-order be unexpectedly delayed , we will inform you personally and promptly.

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

When placing your order, simply enter the Packstation in the designated address field and we'll take care of the rest.

Please make sure that:

• your packing station is large enough for the ordered product,
  
• you enter your postal code correctly so that delivery runs smoothly.

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

Did you enter the wrong address on your order? No problem, we'll try to resolve it 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 of redirecting the delivery yourself using the tracking number you received from the shipping service provider or choosing an alternative delivery option.

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

You will receive a tracking number for each order as soon as your package leaves our warehouse.

You will also receive:

• an email from us
• as well as a separate email from the respective shipping service provider.
  

The email address you provided when placing your order will be sent to the shipping service provider so that you are always informed about the current status.

Additionally, you can track your order at any time via our dedicated tracking portal.

Note on DHL tracking numbers (coffee grinders & portafilter machines, packing stations):

Unfortunately, there are currently technical problems with the transmission of tracking numbers for shipments with DHL, especially for orders of coffee grinders and portafilter machines that are delivered to packing stations.

We are already working on a solution.
Currently, DHL tracking numbers are still entered manually, which may result in a delayed display.

Don't worry: your package is still on its way – there is just a delay in providing the tracking data in our system.

Shipping abroad – Which countries do we ship to?

We ship to most countries in the European Union (EU) and to countries that are part of the European Economic Area (EEA). Customs duties are not charged for these countries.

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

Important:
Unfortunately, we are not allowed to sell a few products in Switzerland due to exclusive contracts with the manufacturers.
If you live in Switzerland, you're probably familiar with the option of using a German service provider (e.g., parcel forwarding services) as your delivery address. They will 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.
In these cases, we will manually process your order and work with you to clarify the shipping options and costs involved.

➡️ Contact: kundenservice@naturbohne.de

You can order directly through our online shop. We ship to Switzerland or Norway using the delivery terms "Incoterms® 2020 – DAP Zug, Switzerland." This means: Your order is net, excluding German VAT, and delivery is made to your home. Many customers use alternative shipping services such as MeinEinkauf.ch or True Speakers.

Yes, we ship directly to Switzerland and Norway. The delivery terms are: 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 Section 6 of the German Value Added Tax Act (UStG) (export delivery).

You pay us in CHF (Swiss Francs) or NOK (Norwegian Krone), excluding German VAT. Imports into Switzerland or Norway may incur import VAT or a processing fee from the Swiss or Norwegian customs authorities.

Yes, that's also possible. Many Swiss customers use such providers. Please note: Delivery is initially made to a German address. The shipping service provider then forwards the goods. This can result in longer delivery times. Furthermore, the service provider usually does not check the goods for transport damage during handling. If the damage is only discovered later in Switzerland, direct liability is difficult, as we did not deliver to Switzerland ourselves .

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

Delivery directly from us usually takes approximately 4–7 business days. When using a third-party provider such as MeinEinkauf.ch or True Speakers, additional internal processing times may apply. This will increase the total shipping time.

For direct deliveries from us, customs duties are waived due to the free trade agreement with the EU. However, import sales tax may be charged by the Swiss customs authorities. For third-party providers such as MeinEinkauf.ch, their regulations apply.

No. Your order from us is net – that is, without German VAT – in accordance with Section 6 of the German VAT Act (export delivery). For shipping via MeinEinkauf.ch or similar providers, different price components may apply. We do not know whether Swiss VAT is included there.

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

If you order directly from us, our standard return policy applies. If you ordered through a third-party seller, the purchase is legally made through that seller. In this case, their terms and conditions apply; we cannot guarantee whether a return is possible.

You must generally send the return to the third-party provider's address in Germany. We do not have detailed information on how these providers handle returns. Please contact the respective service provider for more information. Processing your return may take longer.

If you ordered directly from us, we are your contact for warranty and support. For orders through third-party providers such as True Speakers or MeinEinkauf.ch, the service provider is your contractual partner. However, we are happy to assist you with any technical questions. Please note: When customers contact the manufacturer directly regarding a warranty claim, they often check whether the purchase was made from an authorized retailer . As an official retailer for many manufacturers, we are authorized to sell these products and also offer an optional extended warranty.

No. You will receive an invoice without German VAT, as this is a tax-free export. Swiss VAT billing is only possible if you purchase from a seller registered in Switzerland.

You benefit from our pricing, 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.

Izmantojiet šo tekstu, lai atbildētu uz klientu jautājumiem pēc iespējas detalizētāk.