How does the ordering process work?

As follows:

1. Visit grocera.de.
2. Collect items into your basket.
3. Checkout using one of your favorite payment methods(paypal, bank, credit card etc.).
4. Once you checkout, the grocera team prepares the orderuntil 5:30pm for the drivers to pick up.
5. The drivers leave for delivery at 5:30pm to deliver theorders between 6:00PM - 10:00PM.

Can I order without using the website ?

No.

Can I order without using the website ?

No.

Can I update my order after creating it?

Yes. Simply communicate the changes with us via our helpline number (+49 176 3013 5775). The following case scan be considered.

1. In case of additional products, you'll get a request for additional payment for the new items after the delivery.
2. In case of cancellation of products, you'll get a refund for the cancelled items.
3. In case there are addition and cancellation of products,the difference is adjusted by the grocera system and arefund will be initiated if the overall cost of cancelled items is more. Or else a payment request will be sent to you for the additional amount.

How do I cancel my order?

You can cancel your order before 4:00PM of the delivery day. Simply reach out to us via our helpline number.

I can't find the product I'm looking for, what should I do?

Continue creating the order and checkout. Once finished, simply call us on our helpline and ask for the needed additions to your order, we'll make sure to bring them with us, if available in the store. If a product is not available at all, you can use the 'Request a Product' feature for us to consider listing it on grocera.

I can't find the product I'm looking for, what should I do?

Continue creating the order and checkout. Once finished, simply call us on our helpline and ask for the needed additions to your order, we'll make sure to bring them with us, if available in the store. If a product is not available at all, you can use the 'Request a Product' feature for us to consider listing it on grocera.

How can I track my order?

You can contact the support helpline to get status about your order.

What does the different tracking states mean ?

Grocera keeps you updated regarding the following tracking states.

When will I get my delivery?

Our same day delivery times are fixed between 6:00 PM-10:00 PM for orders within Munich. We do not deliver on Sundays or public holidays. Orders created after 4:00PM are delivered during our delivery times on the next delivery day. For customers outside of Munich, we use a third party courier service DPD to deliver their orders in 2-3 working days.

What happens if I'm not available at the time of delivery?

We always encourage our customers to inform us about their availablility or an alternative delivery method before the delivery time starts (6:00PM) . In case we're uninformed and you're not available, the driver will first try to reach out to you via phone call. If you're unreachable and not responding after 10 mins. The driver will take the order with them. Our team will than get in touch with the customer to plan a re-delivery.

What is the return policy for products ?

You can return a product within 15 days of delivery given that the packaging has not been opened or damaged. For customers within Munich, you can organize a collection day by contacting our customer support. Once the driver has collected the item, points equivalent to the product cost will be added to your account for you to use them in your next order. We don't do refunds for returned products. For customers outside of Munich, the customer is responsible to ship the product to our headquarters Karlstr. 43, 80333, Munich and share the delivery cost receipt with customer support. After receiving the product, the team will add the points to the customer account equivalent to the product + delivery cost.

I don't know my delivery charges?

Delivery charges are calculated based on your postcode. Use our postcode dialog from the top menu to calculate your delivery charges.

How do you ensure product quality?

We only work with official grocery suppliers in Germany. Additionally we have systems in place to check and remove all outdated products from our shelves. For further details, you can contact our support.

How do you calculate price for weight based items ?

We charge you based on the weight difference of the item. You get a payment request 24 hours after the order delivery if the weight delivered was higher, or an automatic refund if it was slighly lesser.

How can I setup my account ?

Click accounts/login button from the top menu to sign up.

How can I delete my account ?

1. Login to your account.
2. Go to Profile section.
3. At the bottom right of the section, you'll see a Delete Account link. Click the link to delete your account.

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