Refund policy

Returns:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at support@onestopgermanshop.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without prior approval may not be accepted. You are responsible for arranging & paying for shipment of your return back to our warehouse. This applies to all returns unless stated otherwise by us. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 30 business days have passed since we’ve approved your return, please contact us at support@onestopgermanshop.com.

Shipping charges as well as shipping insurance costs are excluded from the refund.

Unfortunately, we cannot accept returns on sale items or gift cards.

Damages
Please inspect your order upon reception and contact us immediately if the item is defective or damaged.

If you have received a damaged item and have purchased our "ONE Order Protection" with your order, your are eligible for a refund if you provide pictures of the damaged item as well as the shipping box it came in from the inside as well as the outside within 48h after the delivery of the order. 

As we package all orders very carefully and protect all items to the best of our abilities from damage, we cannot assume any responsibility for items or orders damaged during transit. Therefore we urge you to purchase our "ONE Order Protection" with every order to protect your shipment against damage.

Missing orders:

If you haven't received your order after the stated estimated delivery date – please note this is only an estimate, please check the carrier provided tracking in the shipping confirmation email you have received from us after your order has been fulfilled.

If the providers tracking link states that your order has been delivered, we assume that the carrier has actually delivered the order and we cannot except any responsibility for the potential loss or theft of your order.

If the tracking states that the order is still in transit, feel free to reach out to support@onestopgermanshop.com. If your order has still not been delivered delivered after two weeks, we will file a claim with the carrier on your behalf. If the claim is accepted, we will issue a refund for your order.

Failed delivery:

If your order is returned to us due to a failed delivery by the carrier, we will only issue a refund for any item that is still in sellable condition after inspection in our warehouse. Any potential refund will exclude the refund of any potentially paid for shipping charges or shipping protection.

Fresh produce:

If you have purchased any fresh sausages, fresh meat, or fresh bread, please note that these items are excluded from any returns.

"ONE Order Protection"

In case you purchased our "ONE Order Protection" with your order and have experienced an issue with your order due to damage or loss, please send an email to one-protects@onestopgermanshop.com including the following information:

• Order number
• Name on the order
• Brief description of the issue (eg. item "xyz" is ripped open)
• In case of damage:
  • Pictures of the damaged item
  • Pictures of the shipping box from the outside