myGermany FAQ

Frequently Asked Questions

Can I ship technical devices such as Mobile Phones, Laptops (Lithium Ion Battery) or Perfum?

Can I get scans of my package documents / letters?

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!

My package has landed… it is shown in my Inbox – and now?

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!

Do you accept letters with verification data, such as GoogleAdsense etc.

No, we do not accept such kind of letters.

Do you handle the customs clearance processes?

Yes if you have chosen any Express option, no if you selected DHL Economy, DHL Premium or FedEx Economy, please check here too.

Do you accept/receive packages from outside Europe?

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

Do you provide photographs of my items/parcels?

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

What phone number must or can I specify when I order online myself?

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.

Why do the actual shipping cost differ from the previously calculated cost (Shipping Calculator)?

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.

Can my myGermany address be used as billing address?

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!

Where can I find information about European sizes?

Here you can find various overviews including conversion options:

Where can I find translation tools?

Here you can translate single words or entire web pages:

How often and when sends myGermany packages?

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.

Can you pick up items for me in Germany from private sellers?

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.

Can myGermany remove invoices and invoice-related documents?

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

How can I order from German companies that do not accept international credit cards?

For this you can use our Concierge Service.

How big, heavy, huge can my goods be?

For freight need to discuss individually »

For 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.

At FedEx the maximum weight is very high (> 1000kg). The maximum dimensions are very generously regulated: the longest side must not exceed 302cm.

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.

Can I use myGermany immediately after I am registered?

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

Can I get scans of my package documents / letters?

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!

Can I upload / attach documents to my outgoing package (such as own invoices etc.)?

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

My package has landed… it is shown in my Inbox – and now?

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!

Do you provide photographs of my items/parcels?

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

Can I change my shipping address for a limited period of time, eg. when I am travelling?

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.

How can I cancel my account?

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.

Do I need to become a member and pay a monthly fee to use myGermany?

Yes, you must sign up and become a member.

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

What about data protection and privacy at myGermany?

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.

How does myGermany guarantee the security of my personal data?

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.

Can my myGermany address be used as billing address?

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!

Can I change my address?

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.

Why do you ask for 1 Euro registration fee?

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.

How can I change my data?

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.

Who can register at myGermany?

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

Can I use myGermany immediately after I am registered?

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

Can I ship technical devices such as Mobile Phones, Laptops (Lithium Ion Battery) or Perfum?

Can I upload / attach documents to my outgoing package (such as own invoices etc.)?

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

My package has landed… it is shown in my Inbox – and now?

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!

How do we handle claims when items reached your country?

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

Do you do export declarations for shipping values ≥ 1.000 EUR?

Yes, we do.
In case your German seller has not done it, we can take over and prepare it. Involved costs are 20 Euro per 5 customs tariff numbers.

How are incoming parcels inspected?

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.

Can I send back / return consignments of goods which are stored at myGermany?

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.

What means combined length and girth?

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.

What means dimensional weight?

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.

What do you mean by business days?

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

Do you offer pick up service in Germany (from private sellers)?

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.

Can I forward my letters via myGermany?

Yes, check here »

How do I know when my parcel has arrived?

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.

Which countries are serviced by myGermany regarding delivery?

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

Does myGermany collect and store all incoming parcels automatically?

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!

To what extent are my parcels insured?

Your items are differently insured depending on the logistics partner.

At 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 and up to an order value of EUR 25,000 we charge EUR 70. If you prefer a higher insurance, please contact us.

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

At DBSchenker it is insured as ordered. DBSchenker will be used for freight only, each insurance will be calculated individually.

Please note that there are restrictions in insurance coverage for certain goods. Insured is the value of the item. Transportation 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

How can I track my parcels? How do I know where the parcels are at this moment?

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

How long are the parcels stored at myGermany?

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.

Is there a variable fuel surcharge?

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

Can the parcels be sent to me neutrally packed?

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.

Can the parcels be sent directly to me without rebuilding and repackaging?

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”.

Will my various consignments of goods be consolidated/packed in one parcel and sent to me?

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.

Can I change my shipping address for a limited period of time, eg. when I am travelling?

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.

Why do the actual shipping cost differ from the previously calculated cost (Shipping Calculator)?

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.

How long does it take for the parcels to arrive at my address?

The duration of shipment depends on the selected logistic provider, shipment method ans destination country. Check you country here.

Which logistic service providers does myGermany use?

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

How often and when sends myGermany packages?

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.

Can myGermany remove invoices and invoice-related documents?

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

How big, heavy, huge can my goods be?

For freight need to discuss individually »

For 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.

At FedEx the maximum weight is very high (> 1000kg). The maximum dimensions are very generously regulated: the longest side must not exceed 302cm.

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.

How do we handle claims when items reached your country?

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

What phone number must or can I specify when I order online myself?

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.

Can I call myGermany?

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.

In what languages can I communicate with myGermany?

English and German

What do you mean by business days?

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

How do I know when my parcel has arrived?

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.

At what hours does myGermany work?

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

Check current German time

Where can I find translation tools?

Here you can translate single words or entire web pages:

Do you accept/receive packages from outside Europe?

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

Some online stores or eBay sellers do not accept international credit cards. Can myGermany take care of that for me?

Yes, for that you can use our Concierge Service.

Can myGermany pay for goods for me, which I bought (= buy it now) or bid on eBay?

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.

Can myGermany buy (= buy it now) or bid for me on goods on eBay?

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.

How do I correctly enter my myGermany address to the vendors?

The billing address should be your own address.

The delivery address is your myGermany address:

Sample Address myGermany

What phone number must or can I specify when I order online myself?

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.

How can I order from German companies that do not accept international credit cards?

You can use our Concierge Service.

Can I send back / return consignments of goods which are stored at myGermany?

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.

I just ordered at a German online shop and asked to send the goods to your warehouse. What to do next?

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.

Where can I find information about European sizes?

Here you can find various overviews including conversion options:

Where can I find translation tools?

Here you can translate single words or entire web pages:

What happens if I have paid too much / too little?

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.

What will happen if the goods that the Concierge Service has to order are out of stock or cannot be delivered?

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.

How long does it take to execute / get items from a Concierge order?

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.

How and when do I pay the Concierge Service?

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

How much is the fee for the processing or cancellation of a Concierge order?

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.

Can I modify or cancel a Concierge order?

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.

Can the Concierge pay for goods for me, which I bought (buy it now) or bid on eBay?

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.

Can the Concierge buy (= bui it now) or bid for me on goods on eBay?

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.

Is it possible to have the goods sent directly to me, rather than first to the myGermany warehouse?

No.

Can myGermany buy (= buy it now) or bid for me on goods on eBay?

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.

Do you offer pick up service in Germany (from private sellers)?

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.

Can you pick up items for me in Germany from private sellers?

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.

How can I order from German companies that do not accept international credit cards?

For this you can use our Concierge Service.

Do you handle the customs clearance processes?

Yes if you have chosen any Express option, no if you selected DHL Economy, DHL Premium or FedEx Economy, please check here too.

Can I get my VAT refunded , while/after using your service?

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% (max 100EUR) 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.

 

Do you do export declarations for shipping values ≥ 1.000 EUR?

Yes, we do.
In case your German seller has not done it, we can take over and prepare it. Involved costs are 20 Euro per 5 customs tariff numbers.

How will the import tax or customs duties be calculated?

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

When do I pay for customs duties and import tax?

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.

What is the customs value of my goods?

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.

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

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!

Are all customs duties and taxes included in the shipping rates?

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

Do I need to request a special invoice from the original seller / vendor or will myGermany issue the necessary bill?

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.

Who pays for possible custom duties?

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, or you will be asked to pick up that parcel in a post office where you have to pay the duties.

Where can I find information on whether or if customs duties for which goods must be paid?

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.

Where can I find information about which products may be shipped to my country?

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.

What does myGermany not ship? Prohibited items?

That depends on the destination and on the specifications of our logistic partners. Here we have listed more information: Prohibited items.

In which currency do I pay?

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.

Why do I need to pay VAT (Value Added Tax) on the shipping charge or the number of goods?

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.

Which payment method does myGermany accept?

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

How much does the myGermany services cost?

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 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.

What if I have no credit card?

Then you can either use PayPal, or make money transfers via wire transfer. In the latter case please contact us.

Some online stores or eBay sellers do not accept international credit cards. Can myGermany take care of that for me?

Yes, for that you can use our Concierge Service.

Are my myGermany invoices attached to the parcels sent by myGermany?

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

Will I get a VAT/non-VAT invoice from myGermany?

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.

What happens if I have paid too much / too little?

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.

Is there a variable fuel surcharge?

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

How does myGermany guarantee the security of my personal data?

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.

Why do you ask for 1 Euro registration fee?

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.

Can I get scans of my package documents / letters?

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!

Can I upload / attach documents to my outgoing package (such as own invoices etc.)?

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

Do you accept letters with verification data, such as GoogleAdsense etc.

No, we do not accept such kind of letters.

Can I forward my letters via myGermany?

Yes, check here »

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