Frequently Asked Questions

What happens if a payment goes through twice?

In 99% of cases this happened because a payment failed due to incorrect billing address details given during check out. A failed payment might look like a payment but is in fact a pending payment called authorization hold. It usually takes 1-8 days to be removed automatically. To remove a hold (a pending failed payment) on a debit card, contact your bank or financial institution. Provide them with the necessary information, such as the hold amount and transaction details. They will review the hold and, if appropriate, release it, making the funds available again on your debit card. We happily provide the failed payment details if you need them. Just send us an email to info@germandeli.co.uk if you need further details of those multiple charges.

What do you need my phone number for?

It’s used for delivery purposes or if we want to double check something about your order with you.

Can I order from outside the UK for delivery in UK?

Yes, but you would have to pay via PayPal as our system only accepts card payments from UK registered cards.

Do you deliver to Ireland?

No, we no longer can send parcels to Ireland.

What are acceptable delivery notes?

Please leave with neighbour at number… ; if out, leave in garage/shed/porch/back door ; please knock loudly

Delivery notes we can’t use?

Please call me an hour before you get here.

If out, please leave parcel in bin.

Can I specify a delivery time slot?

This is not possible; you can only specify a delivery date. Please be aware that delays can happen and we advise to factor that in when placing orders for special occasions.

Will my fresh items be ok with one day delay?

Yes, they will be. We use excellent insulating packs and ice packs to ensure that fresh items arrive safely at your house, even with one day delay.

What do I do with the wool pouch and icepacks?

You can reuse the icepacks, just refreeze them. The woolpacks can be returned to us, or the wool could be composted, or used for insulating plants in your garden over winter. We would love to hear more creative ideas if you have them.

Can I order over the phone?

Yes, you can place phone orders Monday to Friday (except bank holidays) between 12-4pm on 020 8985 8000.

Do you have an email address?

Yes, it’s info@germandeli.co.uk.

What are the delivery costs?

Please follow this link for detailed delivery info: https://germandeli.co.uk/delivery-returns

Do you have a shop where I can buy stuff?

Yes, we have a warehouse shop which is open 7 days a week between 11am-3pm, for more info click here: https://germandeli.co.uk/warehouse-shop

Do you sell fresh white asparagus?

Yes, we sell German asparagus during Spargel season, which runs from mid-April until early June.

Do you still have a shop at Borough Market?

We no longer have our shop in Borough Market.

Once I placed an order, can I amend my order?

No, but if you like to add items to you order, then start a new basket whilst you are logged into your account. Then give us a call on 020 8985 8000 to finalise the extra order and then we can add this to the existing one. If your order is already being prepared, then we will not be able to add any extra items.

Do you do Saturday deliveries?

No, we currently only offer Tuesday, Wednesday, Thursday and Friday deliveries.

Are you based in the UK?

Yes, we are located in London.

Do you do special requests/special orders for new items?

We can no longer offer to source specific items in small quantities as a special order, as Brexit changes made that now impossible. However, we do try to listen and will continuously re-evaluate our stock items.

What are Best Before dates?

'Best before dates' are about quality, not safety. When the date is passed, it doesn't mean that the food will be harmful, but it might begin to lose its flavour and texture

Can I return an order after I received it?

You can return an order within 7days of receiving it (except fresh goods and special offer goods). We would refund those items upon receipt in the warehouse if they are in unopened and in undamaged condition.

How can I add better instructions to find my property?

Please add your ///What3Words location and we'll add that to the DHL system.

How can I report issues I have while using your website?

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