The following steps take your order with our respective shipping service provider

We will confirm your order by email directly after the payment process. Please note that the receipt of payment for the payment method Sofortüberweisung takes a few days and the delivery time is extended accordingly.

Your order will be transferred to the software of our shipping center. There it is also checked whether all data are entered correctly. In case of anomalies, our team will contact you to correct the data set together with you - usually these are missing house numbers or incomplete Packstation addresses.

The products are collected and packed by our staff. As soon as the address label is printed, your order data is transferred to the shipping service provider. Now your package is just waiting to be picked up by our shipping service. In the shipment tracking you can find the following different statuses.

 

Open status

We expect the shipment data shortly

The shipping company does not have any information about your order yet. You have already received a shipment number by email, but no shipment information has been sent to the shipping company yet. Sometimes it can take up to 24 hours for the shipping company to receive the information.

 

Announced electronically

As soon as the shipment has been processed by us, you will receive further information.

In most cases, this status is displayed first in the shipment tracking. It means that we have attached a shipping label and tracking number to the shipment and electronically transmitted the shipment information to the shipping service provider. Please watch the tracking from this point on. Your package will arrive in the next few days.

 

The shipment has been processed by the shipping service provider and is being prepared for onward transport to the recipient's region.

The carrier has picked up your package and it has been received at the parcel center in our region and is being prepared for transport to the recipient's region.

This status may remain unchanged for several hours or days. The next status visible to you is the arrival of the shipment at the destination parcel center. Your order is constantly in motion, even if the status does not change.

 

The shipment has arrived in the recipient's region and will be transported to the delivery base in the next step.

The order has arrived at the parcel center in the recipient's region and is automatically transported to the delivery base responsible for the recipient's address.

At the delivery base, the shipment is sorted by delivery district and prepared for loading into the delivery vehicle.

If this status is displayed more than once, the order probably had to be reprocessed manually.
Please watch the shipment tracking. There may be a delay of 1-2 days.

 

The shipment has been loaded into the delivery vehicle

The package was loaded into the vehicle by the delivery agent after sorting at the delivery base. As a rule, the parcel is delivered on the same day.

If this status is displayed several times in the shipment tracking, the delivery agent was unable to complete the tour due to an operational disruption, such as a road closure, accident or other unforeseen event.

In this case, there may be a delay of 1-2 days.

Please understand that direct contact with our shipping service provider or expediting the shipment through customer service is not possible.

 

The shipment was successfully delivered

Your shipment has been delivered. The results page of the shipping service provider shows who received the shipment:

• Original recipient (originally intended recipient).
• Family member
• Employee
• Neighbor
• Other person
• Mailbox (if the item fits in the mailbox)

To view the name of the recipient, you must enter your postal code for most shipping service providers. If the package was delivered to your neighbor and he is not known to you or cannot be found, please be patient if he approaches you. If he has not contacted you after two days, please contact ESN Customer Service.

 

The shipment will be taken to a branch for pickup

In addition to the notification, an ID and, if necessary, a power of attorney are required for the pick-up.

If the delivery person does not find you at home and no family member or neighbor can accept the shipment, it will be dropped off at a nearby post office or parcel store. There you can pick up your shipment for 7 working days before it is returned to us.

Working days are Monday to Saturday, excluding public holidays.

If you are not able to pick up your shipment personally within the storage period of 7 working days, you have the possibility to give a power of attorney to a third party: For this purpose, please fill out the form of the corresponding shipping service provider completely and give it to the person who is to pick up the package, printed and signed.

The person needs the authorization with your signature, the notification card and a copy of your official photo ID to pick up the package.

 

Important note: In exceptional cases, the delivery person cannot drop off the item at the branch he or she has previously indicated on the notification card. The actual drop-off location (e.g., post office branch, parcel store, Packstation) is displayed in the shipment tracking.

If the information in the shipment tracking system matches the information on the notification card, you may have been at the branch too early and the shipment has not yet been sorted.
Please check the time on the notification card again.

 

Unfortunately, it was not possible to deliver the shipment today. We will try the next working day

In rare cases, it is not possible for the delivery staff to deliver the shipment.

Reasons for this may be, for example:

Delivery outside business hours,

• non-deliverable COD shipment or
• Cancellation of the delivery tour due to illness or exceeding working hours.

But there is no need to worry. The next business day, the shipping service provider will try again.

 

The shipment has been processed at the parcel center

The shipment is at the origin or destination parcel center and could not be forwarded directly. Below you will find possible reasons for this:

• The shipment had to be rescanned due to a sorting error
• The shipment could not be forwarded directly due to a high volume of shipments

 

The shipment was manually reprocessed at the parcel center

The majority of shipments are sorted and processed fully automatically in the parcel centers. If the sorting system cannot read or assign a required piece of information, the corresponding shipment is sorted out for manual reprocessing.

There are several reasons for manual reprocessing. Below are some possibilities why the shipment delivery may be delayed:

• The address on the shipment is incorrect or incomplete (e.g., a spin in the zip code or a missing house number)
• The shipping label has come off the shipment
• The shipment's packaging has opened during transport or has been slightly damaged externally and needs to be repackaged.

 

The shipment was not picked up and is being returned

If the delivery person does not find you at home and no family member or neighbor can accept the shipment, it will be dropped off at a nearby postal branch, parcel store or Packstation.

It can be picked up there for 7 working days. Working days are Monday to Saturday, excluding public holidays.

If the item is not picked up within the 7 days, it will be returned to the sender. The pickup period begins one business day after the delivery attempt.

 

A drop-off location or neighbor has been marked as a receiving option for this shipment

For this shipment, the shipping service provider has received an order to deposit the shipment at a drop-off location or for delivery to a specific neighbor.

This may have either been set as a permanent receipt preference in your shipping provider account or booked specifically for this shipment.

 

Drop-off location / neighbor not permitted

When delivering the shipment, the carrier checks whether it can be safely deposited at the drop-off location or with a selected neighbor.

The criteria for a drop-off location are as follows:

• On the recipient's property
• Protected from the weather
• Not visible to third parties
• Freely accessible to the deliverer

For neighbors, these requirements apply:

• In the immediate vicinity
• Must be present

If these criteria are not met, the item will be delivered to another neighbor or taken to a branch/packing station where the item can then be picked up.

Note

If your package has long since arrived according to tracking, but has not yet reached you, please check via tracking and also whether it has been delivered to a neighbor or a branch.

If not, and the shipping status has not changed in 5 days, please contact ESN Customer Service and we will contact the shipping partner to quickly find out where your order is. Prior to the expiration of these 5 days, shipping partners do not accept inquiries - and experience shows that even after a slight interruption, packages continue to move in the following days. Statistics show that almost no packages are actually lost. So we ask you to be patient in case of a slight delay - thank you!