How does the ordering process work?

1. Visit grocera.de.
2. Add items into your basket.
3. Checkout using one of your favorite payment methods (PayPal; Stripe: bank, credit card etc.).
4. Once you checkout, the grocera team prepares the order until 5:30pm for the drivers to pick up.
5. For orders in Munich the drivers leave for delivery at 5:30pm to deliver the orders between 6:00PM - 10:00PM.
6. For orders outside of Munich the order is normally dispatched the next day via DHL (Orders with frozen items are shipped Monday to Wednesday to prevent them from sitting in a warehouse over the weekend).

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 cases can 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 additions and cancellations of products, the difference is adjusted by the grocera system and a refund 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.

What is the minimum order value for delivery?

This depends on your postcode. You can check the minimum order value for your area by entering your postcode on the checkout page.

Do I qualify for same day delivery?

Wether you fall in same day range or not depends on your postcode. You can check the delivery time for your area by entering your postcode on the checkout page.

How can I track my order?

If you have an account with us, please open the dashboard and visit the orders section. Choose the order you want to track and click on "Track Order". If you don't have an account, you can track your order by following the tracking link sent to your email.

What does the different tracking states mean?

Grocera keeps you updated regarding the following tracking states:

• New: An order has been received by the grocera team. You can still update your order by calling us on our helpline before 4:00 PM.
• Being Prepared: Your order is currently being prepared.
• Prepared: The order has been prepared and is about to be picked up by the drivers for delivery.
• On the way: The driver has picked up the order and is on the way for delivery.
• Delivered: The order has been delivered.
• Finalized: The refund or additional payment request has been sent based on the changes in your order.

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 4:00 PM are delivered during our delivery times on the next delivery day. For customers outside of Munich, we use a third-party courier service DHL 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 availability or an alternative delivery method before the delivery time starts (6:00 PM). If you're not available and we're uninformed, the driver will first try to reach out via phone. If unreachable and not responding after 10 minutes, the driver will take the order back. Our team will then get in touch to plan a re-delivery.

I don't know my delivery charges?

Delivery charges are calculated based on your postcode. You can view your delivery charges on checkout page after entering your postcode.

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 slightly lesser.

What is the return policy for products?

You can return a product within 15 days of delivery if the packaging hasn't been opened or damaged. For customers in Munich, contact customer support to organize a collection day.