FAQ – My Cottage Garden

All information for your purchase

You can order easily and securely from us. You can register as a customer here or you can place an order as a 'guest'.
This means that you do not have to log in, but only register your email address and delivery address.

All orders that you place as a 'guest' are registered with your email address. If you decide to create a profile at a later date, these orders will also be recorded.

You can easily search for the items that interest you using our search function. You can also filter by different categories to find the items that are interesting for you and your needs.

If you find an item you want, you can add it to your order by clicking on "Add to cart". You can also click on the "Save for later" heart to add the item to your wish list and save it for later. You will find the link to your shopping cart in the top right corner. If you have a discount code or gift voucher, you can enter it at the end of the checkout.

The next step is to check whether the information you entered when placing the order is correct. If everything is OK, you can select the payment method and confirm the order.

Delivery

You will receive a notification by email as soon as we have packed and shipped your items. This notification also contains information about the expected time of delivery. We send all our packages via DHL or DPD. The packages are sent to the address you provide. If delivery to a specified private address is not possible because no one is available to accept the package, it will be delivered to the nearest post office or packing station. You will receive more information about the final delivery location from DHL by email on the same day. Of course, it is also possible, if an appropriate agreement has been made with DHL, to deliver the package to a neighbor or to an alternative delivery location.

payment

Our payment methods

Visa or MasterCard: After you have entered your card details and confirmed the booking, the amount will be reserved on the card. The amount will remain reserved until the order is shipped. We will not charge the card until the order has been shipped. Card payment is a secure payment method.

SOFORT Überweisung: You can conveniently use your familiar online banking details and are therefore on the safe side. Thanks to the transaction confirmation, we can process your order - faster than usual with advance payment - and send the goods immediately.

PayPal: Pay easily, quickly and securely with PayPal.

Transfer: You can also pay in advance. You will receive all the information about this in your purchase confirmation email.

Damaged during delivery

Unfortunately, something can always go wrong and your package can be damaged during delivery on the way to you. If you pick up your package from a branch, it is best to fill out a damage report on site and return the package. This is also possible if there is no external damage to the package. We need the damage report in order to be able to make a complaint to the post office. We ask that you do not return damaged packages directly to us, as the damage will then not be registered by the post office.

If you have a damaged package in your mailbox, please contact us.

And if you receive a damaged package from the delivery person, you can refuse to accept the package for this reason. It will then be returned to us and we will contact you regarding further processing. In this case, you are also welcome to inform us of the refusal to accept it. However, if you only notice after opening the package that items were damaged during transport, please contact us immediately.

delivery errors

Unfortunately, it can happen that we make a mistake when packing your items. The items are packed manually and we are not always error-free. If you notice an error in your delivery, please contact us.

Warranty / Complaint

If a product is broken, we will of course replace it! If your item is faulty, we will cover the cost of return shipping.

You have a right of complaint on all items that you purchase from us according to the Consumer Protection Act.

Package not received

If you miss your package, please track it using the DHL code on your order confirmation.

If you are not able to proceed, please contact us.

We will then initiate an investigation with the post office to find out the cause.