myGermany FAQ

Frequently Asked Questions

Search through our FAQs to find the answer to your question or browse the categories below.

Within Germany – Return shipment from myGermany to original seller:
In cases of wrong or damaged products, or products which are not compliant with your order, it is, of course, no problem to have these products returned at no charge. You may even return goods to the original seller without stating reasons against a small processing fee.

OR

From customer to Germany – Return shipment from customer destination to myGermany / original seller:
Customers may also return shipments from their country to us or to the original seller. Unfortunately, this may not only entail high costs but also a great deal of time. Therefore, we ask our customers to thoroughly check their order before the final placement. For this purpose, we offer our free goods inspection service. Occurring transportation and customs costs are to be taken by customer plus a 15 EUR admin fee.

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Check our Calculator »

Freight: If you have large items, which are considered as freight, please contact us stating the
– dimensions?
– weight?
– is it already (sufficiently) packed? Or do you need any further packaging services?
– pick up and delivery address?
– content and value?

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Yes you can. You will find all that options within your account.
As soon as a package / letter is shown in your Inbox you have this option available!

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Your items have been moved from the EXPECTED BOX to the INBOX because they have reached our warehouse! You will find all relevant information in your account, such as photos, status, condition, description, weight etc.

Now you need to be active: put the items you want to get forwarded into the OUTBOX. Here you will be led automatically with the next steps: you can calculate the shipping fees, you can select the shipment provider and you will be asked to pay. As soon as you have completed the payment, we will initiate the shipment!

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No, we do not accept such kind of letters.

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Yes, if you have chosen DHL Express, FedEx Express, or FedEx Economy.
No or Probably, if you selected DHL Premium or Economy.
Please check our tax information

… or DHL/FedEx information:

Collaboration with DHL, FedEx and others

Collaboration with DHL, FedEx and others

Collaboration with DHL, FedEx and others

Collaboration with DHL, FedEx and others

Collaboration with DHL, FedEx and others

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Please note that only shipments sent from within the EU will be accepted by us.

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Yes, this service is standard and free of costs. For each incoming parcel you will find an image in your customer account > Inbox.
For more detailed photos, please contact us.

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In the best case, enter your own phone number. This should normally be accepted. Should an international telephone number not be accepted, you can enter the following number (international format:) +49 162 435 20 81 / (national format:) 0162 435 20 81. It is a working myGermany number and is to be found in your account too.

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We can only determine the actual shipping charge when your parcel is received by us and we can measure and weigh it. The final shipping cost will depend on:

  • The country of destination.
  • The actual weight and actual dimensions of the parcel.
  • The dimensional weight = Calculation basis for carriage by air. The dimensional weight is related to the size of the packing used by the seller. The dimensional weight provides an easy way to calculate the actual air freight space required for the transportation of goods, which may be low in weight and bulky at the same time. The dimensional weight of the shipment is compared with the actual weight, whereas the higher value is used to determine the freight cost or rate. This means as well, that a lightweight picture frame may turn out more expensive than a heavy television. Why? Because the picture frame is larger in size and volume than the small television.
  • Combined length and girth = Calculation basis for the carriage by road. The combined length and girth serves as a dimensional reference for cargo loads and is measured on the basis of the parcel’s circumference in cm. If a parcel exceeds the limits specified by DHL/FedEx, the shipping will be effected on the basis of the respectively applicable rate class. These maximum lengths differ from country to country, however, as a rule of thumb, they must not exceed a value of approx. 360cm (DHL) or 762cm (FedEx) and are absolutely sufficient for standard carriage.
  • Possible price adjustments on the part of our carriage service provider as a result of e.g. fuel surcharges (the shipping cost calculator will apply the current fuel surcharges).
  • Changes in currency rates.
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No. For legal reasons, reasons of traceability and consistency this is not possible. The billing address should always be your address.
In cases where it is not possible, please contact us and/or provide a copy of your ID or other documents proofing your identity!

Please use our Concierge and Pick up Service »

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Here you can find various overviews including conversion options:

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Here you can translate single words or entire web pages:

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As often as you want. You just need to initiate this in your customer account, or have selected DROP SHIPMENT already when entering your data in the customer account.
Normally, myGermany works (and sends) Monday to Friday, from 8:00 am to 6:00 pm CET. You can check the German local time here.

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Yes, we do offer such a service (see Concierge Form).

myGermany handles the communication and charges an extra fee of 20 Euros for this service. If higher costs occur you will be charged, but we will discuss this with you upfront.
Please mind that some articles are not in condition for international transport, myGermany will check that upfront and discuss with you.

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Yes we can. Simply check the option in your account in the OUTBOX when initiating your shipment.

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For this you can use our Concierge Service.

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For freight we need to discuss individually, please contact us » 
For normal packages / standard sizes we focus on the specifications of our logistics partners:

At DHL it varies from country to country. The maximum weight is between 20kg and 31.5 kg. The dimensions can usually be up to 120cm x 60cm x 60cm, the longest side must not be longer than 200cm, if one side > 60cm the other two cannot be larger than 60cm.
DHL Express: Additional costs for unwieldy/non-stackable items may occur. In case your item is not stack-able DHL Express reserves the right to increase costs up to 100,00€.

At FedEx the maximum weight is very high (> 1000kg). The maximum dimensions are very generously regulated: the longest side must not exceed 302cm.
Additional costs for unwieldy/non-stackable items can occur, e.g. in case your item is not stack-able FedEx Economy reserves the right to increase costs up to 200,00€.

For precise Information please use our Shipping Cost Calculator allowing you to determine the size of the parcel. Please also refer to the units of measure for the size of girth and volumetric weight, which may apply in extreme cases. More details, see here.

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Yes. We will send you an automatic confirmation mail right away after your 1 EUR registration payment.

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Yes you can. You will find all that options within your account.
As soon as a package / letter is shown in your Inbox you have this option available!

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Yes you can. Simply upload the document within your account in the process when initiating a shipment / package. The option will be available in the OUTBOX/CheckOut.

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0

Your items have been moved from the EXPECTED BOX to the INBOX because they have reached our warehouse! You will find all relevant information in your account, such as photos, status, condition, description, weight etc.

Now you need to be active: put the items you want to get forwarded into the OUTBOX. Here you will be led automatically with the next steps: you can calculate the shipping fees, you can select the shipment provider and you will be asked to pay. As soon as you have completed the payment, we will initiate the shipment!

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0

Yes, this service is standard and free of costs. For each incoming parcel you will find an image in your customer account > Inbox.
For more detailed photos, please contact us.

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Yes. You can change your personal information such as email address or shipping address in your customer account under myData. Please mind, that we may deliver the first shipments to the name and address which is with your payment provider only.

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We regret if you want to cancel your account. For this purpose, please send us an email with your email address registered in the account. In this case your active account will be disabled / blocked. A data deletion is based on the statutory deadlines. The statutory retention period under German law applies.

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Yes, you must sign up and become a member.

No, we don’t charge a monthly fee for the use of our services.

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Careful handling of personal information is a top priority for us. We appreciate your confidence and assure you that we deal with your personal data in  a very conscientious way. Please also read our Privacy Policy.

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Careful handling of personal information is a top priority for us. We appreciate your confidence and assure you that we deal with your personal data in a very conscientious way. Please also read our Privacy Policy.

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No. For legal reasons, reasons of traceability and consistency this is not possible. The billing address should always be your address.
In cases where it is not possible, please contact us and/or provide a copy of your ID or other documents proofing your identity!

Please use our Concierge and Pick up Service »

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Yes, at any time. You can change your personal information such as email address, delivery address, etc. in your customer account under myAccount » personal data. Please mind, that we deliver the first shipment to the name and address which is with your payment provider.

To change your billing address, please send us an eMail to service@mygermany.com.

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With this first registration fee we get valuable information which helps us and our payment providers to protect you, us and our partners against fraud attempts. I.e. stolen credit cards will be dedected etc. Furthermore, this helps us to deal with serious customers.

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You can change your personal information, such as email address or shipping address in your customer account under myAccount » change personal data.

For changing your billing address, please send us an eMail to service@mygermany.com.

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Our services are available to corporate bodies and individuals with unrestricted legal competence. Minors may use myGermany only under parental consent.

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Yes. We will send you an automatic confirmation mail right away after your 1 EUR registration payment.

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Within Germany – Return shipment from myGermany to original seller:
In cases of wrong or damaged products, or products which are not compliant with your order, it is, of course, no problem to have these products returned at no charge. You may even return goods to the original seller without stating reasons against a small processing fee.

OR

From customer to Germany – Return shipment from customer destination to myGermany / original seller:
Customers may also return shipments from their country to us or to the original seller. Unfortunately, this may not only entail high costs but also a great deal of time. Therefore, we ask our customers to thoroughly check their order before the final placement. For this purpose, we offer our free goods inspection service. Occurring transportation and customs costs are to be taken by customer plus a 15 EUR admin fee.

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Yes and no.
If you select DHL Premium or FedEx Economy, it can be handed over to local post. Only the Express Services will guarantee a direct door-to-door delivery.

Check here the generic and detailed information:

FedEx »

DHL »

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Yes, we do offer such a service. Please check here:

Concierge & Pick Up & Repack Service »

For larger items we would need to speak to seller of course. Please submit in the Concierge Form the contact data of seller, thus we can organize everything directly with seller – which saves you and us a lot of time and probably costs 🙂

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We normally send door-to-door with our partners because of security and service level.

If you want us to ship to a special pick up location, please contact us via eMail at info@mygermany.com

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We are happy to consolidate your items for free and try to consider all you wishes. We will consolidate into < 30kg maximum (as per policy because of package security and employee health). We won’t charge for it. Just tell us / select in your account what order-numbers you want us to put in your next package, we’ll do it.

If you want us to consolidate more heavy than > 30kg, please contact us individually for each consolidation. Additional costs will occur.

After the consolidation is done we ill notify you and you can initiate the shipping process through your account. Please note, that once we have packed your parcel, you normally cannot consolidate that further (as it is already consolidated). But if you have additional wishes for that parcel (adding things or changing the packaging material etc.), lets talk abut, but we have to ask for a little extra fee since those extra demands take up more time than you think.

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We can ship new engines without any restrictions, such as chain saw, motorboad-motor, bike-motor etc.
As soon as it is an used engine running with liquids (such as oil, petrol), we can ship it emptied only – and need a certificate that it was emptied by any entitled garage. Only then it can be flight as Non-Dangerous-Good. Otherwise it will be treated as Dangerous Good, which requires a lot of effort and is costly. Such certificates can not be issued by myGermany.

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Such services are default services and will be done by us automatically for free:

  • free receiving, inspection of your items incl. photos
  • free storage up to 60 days
  • free automatic repacking & consolidation incl. reducingpackage sizes
  • free customs documents preparation (commercial declarations may cause additional costs)
  • free optional / special shipment methods such as Disreect-Shipment or DropShipment (=rush service)
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Yes, we can with:

DHL PREMIUM
Ships up to 20KG to each address, mostly handed over to local posrt.

EXPRESS SERVICES
Can ship up to 1000KG, but to company addresses only. Thus, a legal address (business address) is nedded! If ouy select EXPRESS to non-business addresses, package will be rejected and returned at your costs.

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Check our Calculator »

Freight: If you have large items, which are considered as freight, please contact us stating the
– dimensions?
– weight?
– is it already (sufficiently) packed? Or do you need any further packaging services?
– pick up and delivery address?
– content and value?

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0
0

No, we don’t.

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1

Yes you can. Simply upload the document within your account in the process when initiating a shipment / package. The option will be available in the OUTBOX/CheckOut.

Did you find this FAQ helpful?
0
0

Your items have been moved from the EXPECTED BOX to the INBOX because they have reached our warehouse! You will find all relevant information in your account, such as photos, status, condition, description, weight etc.

Now you need to be active: put the items you want to get forwarded into the OUTBOX. Here you will be led automatically with the next steps: you can calculate the shipping fees, you can select the shipment provider and you will be asked to pay. As soon as you have completed the payment, we will initiate the shipment!

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0

All claims (loss or damage) must be communicated within 20 days after receipt. We fully support you, actually we prepare the claim form for you. Loss, damage and delay claims can be made via eMail, service@mygermany.com. Please mind, if you notice a damage, take pictures of the damaged inner & out package, of the damage, and also provide us with proof of value.

Please note that there are restrictions in insurance coverage for certain goods. Insured is the value of the itemTransportation costs are insured to a certain extend only: The shipment rates of our partners DHL/FedEx/DBSchenker are covered. But if our additional services and material, which are added on top of partners shipping rates, are insured needs to be evaluated for each individual case (If the damage has clearly been caused by third parties, myGermany cannot be liable for the compensation of item, shipping rates partners and our services).

Please take a look here: Terms & Conditions

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Yes, we do.
In case your German seller has not done it, we will do it. Additional costs are 20 Euro per 5 customs tariff numbers.

What is an customs declaration?
It is needed for packages in Non-EU countries only. When your shipment value is above 1000 EUR we need to do a certain declaration which requires customs involvement:
(https://www.dhl.de/en/express/versenden/hilfe-zollabwicklung/zollpapiere/ausfuhrbegleitdokument.html)
It means that customs need to release the items which will take an additional day. But it means also, that we need the original invoices / proof of purchase for each of the items

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Incoming parcels are opened by standard processes and inspections: First, they are recorded, photographed and assigned to your customer account. If you have entered information in your “Expected Order Box” regarding your expected goods, our staff will compare the received goods with your information. If you have not key in details, our staff will do it for you. Then we will update the status messages into your customer account in the “Inbox”. You will then receive an email notification that your goods have been received. Afterwards, the goods are repackaged and/or stored in a storage place which is specifically held ready for you.

Drop shipments will not be handled like that, they will be sent directly to your address without us opening them.

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If a consignment of goods is found to be defective caused by the original vendor, such as incorrectly transmitted or damaged goods, you can request the return of the goods to the original vendor within a period of 14 days after receipt of the goods by myGermany. This service is free of charge at myGermany and usually also free of charge at the original vendor. However, if the original sender charges a fee, these costs will be passed on to you.

Should the goods not be damaged and meet your order, but you have no more interest in them, they can be returned to the original sender without indicating a reason up to 14 days after receipt by myGermany. For this service we charge a processing fee of 10 Euros. However, if the original sender charges a fee, these costs will be passed on to you.

To meet the deadline, it is necessary that you inform myGermany in time so that we can resend your goods on time to the original vendor.

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Combined length and girth is the alculation basis for the carriage by road. The combined length and girth serves as a dimensional reference for cargo loads and is measured on the basis of the parcel´s circumference in cm. If a parcel exceeds the limits specified by DHL/FedEx, the shipping will be effected on the basis of the respectively applicable rate class. These maximum lengths differ from country to country, however, as a rule of thumb, they must not exceed a value of approx. 360cm (DHL) or 762cm (FedEx) and are absolutely sufficient for standard carriage.

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0

The dimensional weight is the calculation basis for carriage by air. The dimensional weight is related to the size of the packing used by the seller. The dimensional weight provides an easy way to calculate the actual air freight space required for the transportation of goods, which may be low in weight and bulky at the same time. The dimensional weight of the shipment is compared with the actual weight, whereas the higher value is used to determine the freight cost or rate.

This means as well, that a lightweight picture frame may turn out more expensive than a heavy television. Why? Because the picture frame is larger in size and volume than the small television.

Volumetric weight:
http://www.mygermany.com/cheap-international-shipping-from-germany/#Howdowecalculate

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Business days are the days where businesses typically work in Germany, Monday to Friday.

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Yes, we do offer such a service (see Concierge Service). myGermany handles the communication and charges an extra fee of minimum 20 Euros for this service. We try to cope it with 20 Euro, if higher costs occur, you will be charged.
Please mind that some articles are not in condition for international transport, myGermany will check that upfront and discuss with you.

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Yes, check here more details and here the costs.

Please mind that we do not accept any registration verification letters, such as for Google Adsense, or credit cards etc:

Prohibited items

Do you accept / forward / scan letters with verification data, such as Google Adsense or any Registration Verification Letters etc.

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We will send you an email and show it as a status message in your customer account. We also inspect incoming goods for damage and whether they actually correspond to your order as soon as your parcel is received by us.

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We generally deliver parcels to all countries, except to countries where military activities are taking place. Countries served by myGermany?

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Yes and No.

Yes, the parcels are inspected and again securely packaged in our warehouse. Only when you release the goods for shipment, the parcels will be sent.

No, if you have chosen Drop Shipment, then we directly forward you parcels, without the entire opening- and checking procedure. So we cannot check, but will forward your items the fastest way possible!

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The insurance acts as follows (based on the shipping conditions of our insurance partners DHL/FedEx/DBSchenker):

DHL
Your goods are automatically covered at no extra cost up to a value of EUR 500.
*Up to an order value of EUR 2,500 we charge EUR 20.
*Up to an order value of EUR 25,000 we charge EUR 70.
If you prefer a higher insurance, please contact us.

FedEx
Goods are insured with 1 kg each at 22 EUR.
*In addition, additional insurance must be completed: for each additional 100 EUR value of goods we charge 2 EUR.

DBSchenker
Goods are insured. Each insurance is based on an individual calculation (as DBSchenker is used for freight only).

* If you do not select additional insurance, you assume all risks of loss or damage over the amount of standard liability as stated above.

Insured is the value of the itemTransportation costs are insured to a certain extend only in the sense that the shipment rates of our partners DHL/FedEx/DBSchenker are completely covered, but myGermany services based on individual cases only. Liability for additional services and material, which are added on top of partners shipping rates, is to be evaluated for each individual case (If the damage has clearly been caused by third parties, myGermany cannot be liable for the insurance of your items value, shipping rates of partners, and our services/material).

All claims will be evaluated individually by the partners first, then by myGermany; and are based on the declared value of goods which is done by you.

For detailed information, please take a look here in 4.5.1. Terms & Conditions

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You will always receive information in your customer account on the status and whereabouts of your parcels. Once the parcel has left our warehouse, please inform yourself here: Shipment Tracking

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Your goods are stored free of charge for 60 days. After 60 days of free storage, we store your parcels for an additional 60 days for a fee. In these additional 60 days we charge for each parcel 3 Euros per day for storage. Should your parcel be very large and the storage requirements higher than normal, myGermany reserves the right to adjust the storage fees accordingly.

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No. All cost regarding shipment are included in the stated shipping cost.

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Yes. myGermany offers the option Discreet Shipment. By selecting Discreet Shipment parcels are forwarded to the customer ensuring that the contents or origin of the parcel are not recognizable for the recipient. This option must be selected in the customer’s account.

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Yes. myGermany offers the option Drop Shipment. By selecting Drop Shipment the parcels are directly forwarded without being opened and inspected by myGermany. These parcels are also recorded and displayed in the customer’s account with the appropriate status “Forwarded”.

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Yes. If you have not selected the option Dropship, myGermany will, if possible, always repack your parcels in order to ensure a favorable and safe shipment to you.

Repacking:
Free of costs.

Consolidation for free – one of our most appreciated service :
We are happy to consolidate your items for free and try to consider all you wishes. We will consolidate into 30kg max (as per policy because of package security and employee health). We won’t charge for it. Just tell us / select in your account what order-numbers you want us to put in your next package, we’ll do it. After the consolidation is done we will notify you and you can initiate the shipping process through your account. Please note, that once we have packed your parcel, you normally cannot consolidate that further (as it is already consolidated). But if you have additional wishes for that parcel (adding things or changing the packaging material etc.), lets talk abut, but we have to ask for a little extra fee since those extra demands take up more time than you think.

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0
0

Yes. You can change your personal information such as email address or shipping address in your customer account under myData. Please mind, that we may deliver the first shipments to the name and address which is with your payment provider only.

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0
0

We can only determine the actual shipping charge when your parcel is received by us and we can measure and weigh it. The final shipping cost will depend on:

  • The country of destination.
  • The actual weight and actual dimensions of the parcel.
  • The dimensional weight = Calculation basis for carriage by air. The dimensional weight is related to the size of the packing used by the seller. The dimensional weight provides an easy way to calculate the actual air freight space required for the transportation of goods, which may be low in weight and bulky at the same time. The dimensional weight of the shipment is compared with the actual weight, whereas the higher value is used to determine the freight cost or rate. This means as well, that a lightweight picture frame may turn out more expensive than a heavy television. Why? Because the picture frame is larger in size and volume than the small television.
  • Combined length and girth = Calculation basis for the carriage by road. The combined length and girth serves as a dimensional reference for cargo loads and is measured on the basis of the parcel’s circumference in cm. If a parcel exceeds the limits specified by DHL/FedEx, the shipping will be effected on the basis of the respectively applicable rate class. These maximum lengths differ from country to country, however, as a rule of thumb, they must not exceed a value of approx. 360cm (DHL) or 762cm (FedEx) and are absolutely sufficient for standard carriage.
  • Possible price adjustments on the part of our carriage service provider as a result of e.g. fuel surcharges (the shipping cost calculator will apply the current fuel surcharges).
  • Changes in currency rates.
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The duration of shipment depends on the selected logistic provider, shipment method ans destination country. Check you country here.

And as per DHL/FedEx: sometimes there are delays because of human errors, technical issues, weather etc. Such problems cant be predicted. The stated standard delivery periods are average delivery periods, and are not contractual guarantied timings. If you do not receive the item 14 working days after expected arrival time, then please we will start a tracking process.

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We use DHL, FedEx, and DBSchenker as regular shippers, for freight we have loose collaborations with Dachser, UPS, TNT and several smaller companies.

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As often as you want. You just need to initiate this in your customer account, or have selected DROP SHIPMENT already when entering your data in the customer account.
Normally, myGermany works (and sends) Monday to Friday, from 8:00 am to 6:00 pm CET. You can check the German local time here.

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1
0

Yes we can. Simply check the option in your account in the OUTBOX when initiating your shipment.

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0
0

For freight we need to discuss individually, please contact us » 
For normal packages / standard sizes we focus on the specifications of our logistics partners:

At DHL it varies from country to country. The maximum weight is between 20kg and 31.5 kg. The dimensions can usually be up to 120cm x 60cm x 60cm, the longest side must not be longer than 200cm, if one side > 60cm the other two cannot be larger than 60cm.
DHL Express: Additional costs for unwieldy/non-stackable items may occur. In case your item is not stack-able DHL Express reserves the right to increase costs up to 100,00€.

At FedEx the maximum weight is very high (> 1000kg). The maximum dimensions are very generously regulated: the longest side must not exceed 302cm.
Additional costs for unwieldy/non-stackable items can occur, e.g. in case your item is not stack-able FedEx Economy reserves the right to increase costs up to 200,00€.

For precise Information please use our Shipping Cost Calculator allowing you to determine the size of the parcel. Please also refer to the units of measure for the size of girth and volumetric weight, which may apply in extreme cases. More details, see here.

Did you find this FAQ helpful?
2
0

Yes, we do offer such a service. Please check here:

Concierge & Pick Up & Repack Service »

For larger items we would need to speak to seller of course. Please submit in the Concierge Form the contact data of seller, thus we can organize everything directly with seller – which saves you and us a lot of time and probably costs 🙂

Did you find this FAQ helpful?
0
0

We are happy to consolidate your items for free and try to consider all you wishes. We will consolidate into < 30kg maximum (as per policy because of package security and employee health). We won’t charge for it. Just tell us / select in your account what order-numbers you want us to put in your next package, we’ll do it.

If you want us to consolidate more heavy than > 30kg, please contact us individually for each consolidation. Additional costs will occur.

After the consolidation is done we ill notify you and you can initiate the shipping process through your account. Please note, that once we have packed your parcel, you normally cannot consolidate that further (as it is already consolidated). But if you have additional wishes for that parcel (adding things or changing the packaging material etc.), lets talk abut, but we have to ask for a little extra fee since those extra demands take up more time than you think.

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0
0

We can ship new engines without any restrictions, such as chain saw, motorboad-motor, bike-motor etc.
As soon as it is an used engine running with liquids (such as oil, petrol), we can ship it emptied only – and need a certificate that it was emptied by any entitled garage. Only then it can be flight as Non-Dangerous-Good. Otherwise it will be treated as Dangerous Good, which requires a lot of effort and is costly. Such certificates can not be issued by myGermany.

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Such services are default services and will be done by us automatically for free:

  • free receiving, inspection of your items incl. photos
  • free storage up to 60 days
  • free automatic repacking & consolidation incl. reducingpackage sizes
  • free customs documents preparation (commercial declarations may cause additional costs)
  • free optional / special shipment methods such as Disreect-Shipment or DropShipment (=rush service)
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We can ship, but exclude liability for ceramics such as cooking plates.
Shipping of such sensitve items can not be insured by myGermany. Even the best packaging – even from the factory – can not prevent damage, as internal components always get vibrated during transport. Only a separate packaging of all internal components ensures safe transport. But this is a too much effort (at least cost of 400 EUR).

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Yes you can. You will find all that options within your account.
As soon as a package / letter is shown in your Inbox you have this option available!

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Yes you can. Simply upload the document within your account in the process when initiating a shipment / package. The option will be available in the OUTBOX/CheckOut.

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Our employees have a lot of experience in packing parcels for international shipping. We use high-quality materials that we buy ourselves, or material submitted by FedEx and DHL Please also see here.

For additional requirements we can use more than average packaging material > therefore you have an option in your account in the OUTBOX when initiating a shipment.

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The insurance acts as follows (based on the shipping conditions of our insurance partners DHL/FedEx/DBSchenker):

DHL
Your goods are automatically covered at no extra cost up to a value of EUR 500.
*Up to an order value of EUR 2,500 we charge EUR 20.
*Up to an order value of EUR 25,000 we charge EUR 70.
If you prefer a higher insurance, please contact us.

FedEx
Goods are insured with 1 kg each at 22 EUR.
*In addition, additional insurance must be completed: for each additional 100 EUR value of goods we charge 2 EUR.

DBSchenker
Goods are insured. Each insurance is based on an individual calculation (as DBSchenker is used for freight only).

* If you do not select additional insurance, you assume all risks of loss or damage over the amount of standard liability as stated above.

Insured is the value of the itemTransportation costs are insured to a certain extend only in the sense that the shipment rates of our partners DHL/FedEx/DBSchenker are completely covered, but myGermany services based on individual cases only. Liability for additional services and material, which are added on top of partners shipping rates, is to be evaluated for each individual case (If the damage has clearly been caused by third parties, myGermany cannot be liable for the insurance of your items value, shipping rates of partners, and our services/material).

All claims will be evaluated individually by the partners first, then by myGermany; and are based on the declared value of goods which is done by you.

For detailed information, please take a look here in 4.5.1. Terms & Conditions

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Your goods are stored free of charge for 60 days. After 60 days of free storage, we store your parcels for an additional 60 days for a fee. In these additional 60 days we charge for each parcel 3 Euros per day for storage. Should your parcel be very large and the storage requirements higher than normal, myGermany reserves the right to adjust the storage fees accordingly.

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Yes. myGermany offers the option Discreet Shipment. By selecting Discreet Shipment parcels are forwarded to the customer ensuring that the contents or origin of the parcel are not recognizable for the recipient. This option must be selected in the customer’s account.

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Yes. If you have not selected the option Dropship, myGermany will, if possible, always repack your parcels in order to ensure a favorable and safe shipment to you.

Repacking:
Free of costs.

Consolidation for free – one of our most appreciated service :
We are happy to consolidate your items for free and try to consider all you wishes. We will consolidate into 30kg max (as per policy because of package security and employee health). We won’t charge for it. Just tell us / select in your account what order-numbers you want us to put in your next package, we’ll do it. After the consolidation is done we will notify you and you can initiate the shipping process through your account. Please note, that once we have packed your parcel, you normally cannot consolidate that further (as it is already consolidated). But if you have additional wishes for that parcel (adding things or changing the packaging material etc.), lets talk abut, but we have to ask for a little extra fee since those extra demands take up more time than you think.

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Yes. Unless otherwise agreed, we open all incoming parcels (and inspect them for damage and whether they comply with the order) and list the items individually in your customer account. There, you can determine which articles are forwarded to you.

Note that if you would like us to consolidate, we do it for free. But we will consolidate into 30kg max (as per policy because of package security and employee health).

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You are welcome to do so. Please contact us beforehand.

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For freight we need to discuss individually, please contact us » 
For normal packages / standard sizes we focus on the specifications of our logistics partners:

At DHL it varies from country to country. The maximum weight is between 20kg and 31.5 kg. The dimensions can usually be up to 120cm x 60cm x 60cm, the longest side must not be longer than 200cm, if one side > 60cm the other two cannot be larger than 60cm.
DHL Express: Additional costs for unwieldy/non-stackable items may occur. In case your item is not stack-able DHL Express reserves the right to increase costs up to 100,00€.

At FedEx the maximum weight is very high (> 1000kg). The maximum dimensions are very generously regulated: the longest side must not exceed 302cm.
Additional costs for unwieldy/non-stackable items can occur, e.g. in case your item is not stack-able FedEx Economy reserves the right to increase costs up to 200,00€.

For precise Information please use our Shipping Cost Calculator allowing you to determine the size of the parcel. Please also refer to the units of measure for the size of girth and volumetric weight, which may apply in extreme cases. More details, see here.

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All claims (loss or damage) must be communicated within 20 days after receipt. We fully support you, actually we prepare the claim form for you. Loss, damage and delay claims can be made via eMail, service@mygermany.com. Please mind, if you notice a damage, take pictures of the damaged inner & out package, of the damage, and also provide us with proof of value.

Please note that there are restrictions in insurance coverage for certain goods. Insured is the value of the itemTransportation costs are insured to a certain extend only: The shipment rates of our partners DHL/FedEx/DBSchenker are covered. But if our additional services and material, which are added on top of partners shipping rates, are insured needs to be evaluated for each individual case (If the damage has clearly been caused by third parties, myGermany cannot be liable for the compensation of item, shipping rates partners and our services).

Please take a look here: Terms & Conditions

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In the best case, enter your own phone number. This should normally be accepted. Should an international telephone number not be accepted, you can enter the following number (international format:) +49 162 435 20 81 / (national format:) 0162 435 20 81. It is a working myGermany number and is to be found in your account too.

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No, unfortunately not at the moment as we are still a small team, but we will call you. You can ask for a Call-back or use our Live-Chat. We will call you whenever you want.

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English and German

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Business days are the days where businesses typically work in Germany, Monday to Friday.

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We will send you an email and show it as a status message in your customer account. We also inspect incoming goods for damage and whether they actually correspond to your order as soon as your parcel is received by us.

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We are in the office from Monday to Friday, 08:00 am to 06:00 pm German time, CET.

Check current German time

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Here you can translate single words or entire web pages:

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Please note that only shipments sent from within the EU will be accepted by us.

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Yes, for that you can use our Concierge Service.

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Bid = No.

Buy-it-now and payments for your purchase = Yes.

myGermany can not bid because of several constrains bur predominantly because of time issues. But myGermany can execute the Buy-it-now or other payments for you through our Concierge Service. Please note that eBay is a private sales platform and therefore you have no right of returning the goods. That means that myGermany also does not coordinate any returns for purchases done on eBay.

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Bid = No.

Buy-it-now and payments for your purchase = Yes.

myGermany can not bid because of several constrains bur predominantly because of time issues. But myGermany can execute the Buy-it-now or other payments for you through our Concierge Service. Please note that eBay is a private sales platform and therefore you have no right of returning the goods. That means that myGermany also does not coordinate any returns for purchases done on eBay.

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The billing address should be your own address.

The delivery address is your myGermany address:

Sample Address myGermany

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In the best case, enter your own phone number. This should normally be accepted. Should an international telephone number not be accepted, you can enter the following number (international format:) +49 162 435 20 81 / (national format:) 0162 435 20 81. It is a working myGermany number and is to be found in your account too.

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You can use our Concierge Service.

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If a consignment of goods is found to be defective caused by the original vendor, such as incorrectly transmitted or damaged goods, you can request the return of the goods to the original vendor within a period of 14 days after receipt of the goods by myGermany. This service is free of charge at myGermany and usually also free of charge at the original vendor. However, if the original sender charges a fee, these costs will be passed on to you.

Should the goods not be damaged and meet your order, but you have no more interest in them, they can be returned to the original sender without indicating a reason up to 14 days after receipt by myGermany. For this service we charge a processing fee of 10 Euros. However, if the original sender charges a fee, these costs will be passed on to you.

To meet the deadline, it is necessary that you inform myGermany in time so that we can resend your goods on time to the original vendor.

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Once you have placed the order to the original seller, let us know which goods you are expecting. Thus way we can check incoming goods against your order.

For this please access your Expected Order Box and enter the details by clicking “Add new delivery”. If you do not specify your data, we will it do for you – then we open the parcels, identify the goods and update it in your Account.

As soon as your items are in the Inbox, you need to be active: put the items you want to get forwarded into the Outbox. Here you will be led automatically with the next steps: you can calculate the shipping fees, you can select the shipment provider and you have certain other shipping options here.

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Here you can find various overviews including conversion options:

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Here you can translate single words or entire web pages:

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Paid too much – we will reckon it up with your following bill. That means you will pay this amount less.

Paid too little – we will send a request for payment for the outstanding amount with your next bill.

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You can either cancel the whole order or just the one item that is not available. For that you need to already specify during the order process (ie when completing the Concierge form), which of these two options you choose (the whole order or just the unavailable item will be canceled by us).

Already paid fees will be refunded to you 100% on the way as you have paid for them.

We will notify you if and why an item cannot be ordered. We will also ask you if you want us to order this article for you at a later time.

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When you have completed the Concierge Service form, it is forwarded to our staff who execute the order, generally on the same day. If there are a lot of orders, it may take up to two days. You are informed by email and in your customer account via the Status Messages.

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You pay directly after you submitted the Concierge Form to us. 10% will automatically be added, costs min 3,00 €.

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10% for the order itself (costs min 3,00 €). Nothing for the cancellation. Please mind, as long as we have not placed your order, you can edit or cancel the Concierge order. You can do this in your account in myOrders in the Expected-Item-Box. Fees already paid will be refunded to 100% on the way in which you have paid the fees. Once we have placed the order at the original vendor (usually one to two days after you have sent the form to us), a change or a cancellation is no longer possible.

However, you can have the goods you no longer like returned to the vendor up to 14 days after receipt by myGermany once they have been received in our warehouse. This option can also be found on your account in myOrders in the Inbox. For this service we charge a processing fee of 10 Euros. However, if the original sender charges a fee, these costs will be passed on to you.

To meet the deadline, it is necessary that you inform myGermany in time so that we can resend your goods on time to the original vendor.

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Yes, you can. As long as we have not placed your order, you can edit or cancel the Concierge order.

You can do this in your account in myOrders in the Expected-Item-Box. Fees already paid will be refunded to 100% on the way in which you have paid the fees. Once we have placed the order at the original vendor (usually one to two days after you have sent the form to us), a change or a cancellation is no longer possible. However, you can have the goods you no longer like returned to the vendor up to 14 days after receipt by myGermany once they have been received in our warehouse. This option can also be found on your account in myOrders in the Inbox. For this service we charge a processing fee of 10 Euros. However, if the original sender charges a fee, these costs will be passed on to you. To meet the deadline, it is necessary that you inform myGermany in time so that we can resend your goods on time to the original vendor.

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Bid = No.

Buy-it-now and payments for your purchase = Yes.

myGermany can not bid because of several constrains bur predominantly because of time issues. But myGermany can execute the Buy-it-now or payments for you. Please also see here.

Please note that eBay is a private sales platform and therefore you have no right of returning the goods. That means that myGermany also does not coordinate any return.

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0
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Bid = No.

Buy-it-now and payments for your purchase = Yes.

myGermany can not bid because of several constrains bur predominantly because of time issues. But myGermany can execute the Buy-it-now or payments for you. Please also see here.

Please note that eBay is a private sales platform and therefore you have no right of returning the goods. That means that myGermany also does not coordinate any return.

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In cases where shipments contain wrong or damaged, caused by the original seller, resp. products which are not compliant with the order (e.g. wrong size, colour, or general specifications), it is, of course, no problem to have these products returned, normaly at no charge. In case, costs will occure, we will pass it on to you. For returing hoods you need to consider a certain period of 14 days.

You may even return goods to the original seller without stating any reasons (e.e you changed your opinion). This service comes with a fee of ten Euros (in addition to the costs that may be charged by the original seller). Costs incurred by the original seller will be passed on to you, too. Please consider a that the return can only be happen within 14 days after receipt of your goods in our warehouse.

The revocation period of 14 days is important. So take care to inform myGermany in time about returns, so that we can return your goods in time to the original seller.

Please see also here.

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No.

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Bid = No.

Buy-it-now and payments for your purchase = Yes.

myGermany can not bid because of several constrains bur predominantly because of time issues. But myGermany can execute the Buy-it-now or other payments for you through our Concierge Service. Please note that eBay is a private sales platform and therefore you have no right of returning the goods. That means that myGermany also does not coordinate any returns for purchases done on eBay.

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Yes, we do offer such a service (see Concierge Service). myGermany handles the communication and charges an extra fee of minimum 20 Euros for this service. We try to cope it with 20 Euro, if higher costs occur, you will be charged.
Please mind that some articles are not in condition for international transport, myGermany will check that upfront and discuss with you.

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Yes, we do offer such a service (see Concierge Form).

myGermany handles the communication and charges an extra fee of 20 Euros for this service. If higher costs occur you will be charged, but we will discuss this with you upfront.
Please mind that some articles are not in condition for international transport, myGermany will check that upfront and discuss with you.

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For this you can use our Concierge Service.

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Yes, if you have chosen DHL Express, FedEx Express, or FedEx Economy.
No or Probably, if you selected DHL Premium or Economy.
Please check our tax information

… or DHL/FedEx information:

Collaboration with DHL, FedEx and others

Collaboration with DHL, FedEx and others

Collaboration with DHL, FedEx and others

Collaboration with DHL, FedEx and others

Collaboration with DHL, FedEx and others

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VAT refund is possible, but you need to start / discuss before you initiate the purchase!

There are certain options.

A) no guarantee.

For items < 1000EUR and you purchase (billing address needs to be your address): Speak to the merchant and he can refund the VAT after we sent you/him the export documents. Be aware: refunding VAT is a can, not must…means the merchant has the power to say No. If he agrees, we will provide 2-3 weeks after delivery the papers / proof of the customs that we really exported the item outside of EU! Along with a small letter of yours he will refund the VAT to you….

B) better:

For items ≥ 1001 EUR and you purchase (billing address needs to be your address):
Speak to merchant, you will get a MRN number with the export from us. With that it is easy to refund the VAT.
An additional declaration export document is to be prepared (costs approx 20EUR+). 

C) easiest.

You initiate our concierge service:
We will buy it for you and sell it to you without VAT. We take a fee of 10% (min. 3EUR) and you cannot “fine-tune” any customs values as we declare it with the value we bought it (we are liable for that in that case).
You simply need to initiate the Concierge (http://www.mygermany.com/pickup-concierge-service-germany/) and put a small line in the comment that you have spoken to us.

 

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Yes, we do.
In case your German seller has not done it, we will do it. Additional costs are 20 Euro per 5 customs tariff numbers.

What is an customs declaration?
It is needed for packages in Non-EU countries only. When your shipment value is above 1000 EUR we need to do a certain declaration which requires customs involvement:
(https://www.dhl.de/en/express/versenden/hilfe-zollabwicklung/zollpapiere/ausfuhrbegleitdokument.html)
It means that customs need to release the items which will take an additional day. But it means also, that we need the original invoices / proof of purchase for each of the items

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There are not always import taxes and / or customs duties. It always depends on the type of goods and the import conditions of your country, some goods are exempted from customs duties. An applicable import tax or turnover tax on imports is calculated from the customs value. It is a percentage of the value of the goods including shipping costs. For more information please read: Taxes and Customs Duties

Generic Information:

Taxes and Customs Duties


When do you pay:

When do I pay for customs duties and import tax?


Calculation of import tax by customs?

How will the import tax or customs duties be calculated?


Conclusion of value of items?

How is the information / description of the goods concluded for the customs declaration?


Customs clearance?

Do you handle the customs clearance processes?

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Customs duties and taxes must be paid after the goods have arrived at your destination country. They must be paid by you – the buyer and importer. Most often you may pay this to our partner DHL or FedEx after the delivery, they will charge you later via letter.

(Normally we ship via incoterm DAP, freight can be handled differently)

Generic Information:

Taxes and Customs Duties


Calculation of import tax?

How will the import tax or customs duties be calculated?


Customs clearance?

Do you handle the customs clearance processes?

 

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The customs value of goods is the value that is the basis for the calculation of the customs duties. It is composed of the invoice amount and the shipping costs. The customs value is always determined by the customs office.

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If you use the Concierge Service, we take the data from the Concierge form.

If you have purchased the goods yourself, you will need to enter data (such as description and value etc.) regarding your order in the Expected-Items-Box in your customer account (under myOrder), so that myGermany can assign incoming parcels to your order. Taking your data we create the customs declaration. Please make understandable and truthful statements to avoid any misunderstanding.
That means: you need to enter data before your package reaches our warehouse!

Check alos:

How will the import tax or customs duties be calculated?

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No. These fees are to be paid separately upon arrival of the goods in the destination country. Whether and how many fees incur depends on the type of product and whether duties or taxes incur. For more information, please read: Taxes and Customs Duties

Customs duties and taxes must be paid after the goods have arrived at your destination country. They must be paid by you – the buyer and importer. Most often you may pay this to our partner DHL or FedEx after the delivery, they will charge you later via letter.

(Normally we ship via incoterm DAP, freight can be handled differently)

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You must not request a special invoice. In order to send goods to a foreign country, certain formal requirements for the exporting country (export declaration), as well as for the importing country (proforma invoice) must be met. myGermany handles the creation of the necessary paperwork. Therefore it is important that you provide us with the goods description when you bought the items yourself (meaning you have not used our Concierge Service). You can do this in the customer’s account in myOrders in the Expected Items Box.

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You as the “importer” pay all customs duties. Parcels are subject to random checks by Customs. If customs duties incur, they will be due when the parcel arrives in the target country. Either the logistic partner pays the duties in advance (most often you may pay this to our partner DHL or FedEx after the delivery, they will charge you later via letter), or you will be asked to pick up that parcel in a post office where you have to pay the duties.

(Normally we ship via incoterm DAP, freight can be handled differently)

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For an easy overview just switch to our Country Guide.

In general it depends on the following conditions:

  1. German export conditions, Find more information here: Customs.
  2. Conditions that apply in your country. Please inform yourself at your customs office.
  3. Conditions of our logistics partner DHL and FedEx.
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For an easy overview just switch to our Country Guide or Restricted items.

In general it depends on the following conditions:

  1. German export conditions, Find more information here: Customs.
  2. Conditions that apply in your country. Please inform yourself at your customs office.
  3. Conditions of our logistics partner DHL and FedEx.
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That depends on the destination and on the specifications of our logistic partners. Here we have listed more information: Prohibited items.

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Check our Calculator »

Freight: If you have large items, which are considered as freight, please contact us stating the
– dimensions?
– weight?
– is it already (sufficiently) packed? Or do you need any further packaging services?
– pick up and delivery address?
– content and value?

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You pay always in Euros for the goods. Via our Currency Converter you can convert the amount to check how much it costs in your currency.
In certain FREIGHT cases only, we can use 3rd party provider to get paid in your currency > please speak to us.

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On shipping charge

You only pay VAT if myGermany purchases goods within the European Union. According to the Tax Act, delivery within the EU is relevant for VAT. Shipping to third countries is tax-exempted and the tax is not listed on the shipping bill.

On goods

You only pay VAT when you purchase goods within the European Union. According to the Tax Act, delivery within the EU is relevant for VAT. Shipping to third countries are tax-exempted and the tax is not listed on the bill. Sales to third countries (from myGermany to customers) always take place without VAT.

Taxes and Customs Duties »

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We accept all major credit cards, PayPal and various country-specific methods. For details please see Payment Information.

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We do not have any membership costs. If you ordered your items in Germany, we check, photograph, store, repack, and consolidate it for free. You only pay once you forward parcels with us. You pay per parcel only 1 fee which includes all our services plus the transportation costs of our partners DHL, FedEx, DBSchenker etc. Here you can estimate your total costs »
If you use our Concierge Service then there are costs involved: 10 % Concierge fee (costs min 3,00 €) and/or 20 EUR pick up fee if you want us to pick up your item.

For more information, click here.

Video:

Home


How it works:

How it works


How it works Concierge:

Concierge Service


Cost Calculator:

Shipping Cost Calculator

Freight – in order to calculate: If you have large items, which are considered as freight, please contact us stating:

  • can it be consolidated in order to reduce the costs? this we can see only if we have the item here
  • value, dimensions (HxLxW) and weight of packed items / packages?
  • is it sufficiently packed already or do you need any further packaging services?
  • please bear in mind that the volumetric weight is important? http://www.mygermany.com/cheap-international-shipping-from-germany/#Howdowecalculate
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Then you can either use PayPal, or make money transfers via wire transfer. In the latter case please contact us.

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Yes, for that you can use our Concierge Service.

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No, your bills can be downloaded in the customer’s account in myAccount.

Any other / merchant invoices are attached as you require. Within your account (while in the shipping-initiating-process in the OUTBOX) you have the option to remove all invoice-relevant documents.

You can also upload your own documents to an outgoing package > within the shipment-initiation-process in your account / OUTBOX.

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Your bills can be downloaded in the customer’s account in myAccount.
VAT or non-VAT is simply defined by your country / the destination country.

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Paid too much – we will reckon it up with your following bill. That means you will pay this amount less.

Paid too little – we will send a request for payment for the outstanding amount with your next bill.

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No. All cost regarding shipment are included in the stated shipping cost.

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Careful handling of personal information is a top priority for us. We appreciate your confidence and assure you that we deal with your personal data in a very conscientious way. Please also read our Privacy Policy.

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With this first registration fee we get valuable information which helps us and our payment providers to protect you, us and our partners against fraud attempts. I.e. stolen credit cards will be dedected etc. Furthermore, this helps us to deal with serious customers.

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Yes you can. You will find all that options within your account.
As soon as a package / letter is shown in your Inbox you have this option available!

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Yes you can. Simply upload the document within your account in the process when initiating a shipment / package. The option will be available in the OUTBOX/CheckOut.

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No, we do not accept such kind of letters.

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Yes, check here more details and here the costs.

Please mind that we do not accept any registration verification letters, such as for Google Adsense, or credit cards etc:

Prohibited items

Do you accept / forward / scan letters with verification data, such as Google Adsense or any Registration Verification Letters etc.

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