Contact & Help
On this page you will find ways to contact us. We have also compiled frequently asked questions from our customers - you may also find the answer to your question here! If not, we are of course happy to be there for you personally!
Questions about ordering, shipping & delivery
Can I cancel my order?
You can cancel your order free of charge as long as it has not been shipped. Simply send us an email - we will then confirm the cancellation.
After a box has been sent, there is generally the option to return an item, but there are restrictions for perishable products! See “Questions about cancellation, returns and returns.
When will my order be delivered?
You can see the regular delivery time on the respective product page. The “Augustas Box (cheese and wine subscription)” is only sent at the beginning of the month, all other boxes within 2-4 days of ordering.
Do I have to be at home for delivery?
Especially for boxes with refrigerated goods, we strongly recommend that you be at home and receive the package on the first delivery attempt. With DPD, orders can be tracked precisely up to an hour. You can also give your “drop-off okay” so that it can be left at your door or your neighbor’s door. From this moment on, you are responsible for the whereabouts and timely refrigeration of your delivery.
A refund of the box or a new delivery is excluded if you are unable to receive the package and therefore the goods spoil.
Which service provider are the boxes sent with?
We send our boxes with DPD. There is further information about shipping and delivery times here.
Do you also deliver abroad?
We currently only offer deliveries within Germany for private customers. For business customers, we also ship to European countries upon request.
Are the boxes sent refrigerated?
Boxes containing refrigerated goods such as cheese are sent refrigerated. We use insulated boxes for the cheese and include water-based cooling pads in the packaging. This means the cheese stays fresh until delivery. More about our packaging
Can I specify multiple delivery addresses for one order?
If you want to send/give away several boxes, the easiest way is to place an order for each box and enter the recipient's delivery address. Alternatively, you can contact us by email and we can prepare this for you away from our shop.
Questions about subscriptions/subscriptions
Which products do you offer as a subscription?
Our product “Augustas Box” (cheese subscription) is currently our only subscription product. A new box is put together every month.
How long does my subscription last?
You choose the length of your subscription when ordering. Your subscription ends automatically after the term you selected.
How do I pay for my subscription?
When ordering, you select your preferred payment method (PayPal, credit card). For the duration of your subscription, the payment method you choose (PayPal, credit card) will be charged the amount for one box every month.
Can I also pay everything in advance?
Yes, you can pay in advance for the entire term of your chosen subscription. Please contact us about this!
Can I pause or cancel my subscription?
Well! If you want to take a break or cancel, you can pause or cancel your subscription in your account or simply write us an email to firstname.lastname@example.org . There are no costs for you.
Cancellation is only possible after the 2nd delivery!
Can I change the delivery address for my subscription?
Yes, you can do this in your account or by sending us an email. Please note that the change of address affects all subsequent deliveries. So if you just want to have a box delivered somewhere else, you have to change the address again after(!) the delivery.
Questions about products & packaging
Why did the cheese delivered grow moldy?
The formation of mold on cheese is a natural process that begins within a short period of time. This natural mold is usually harmless and can be cut away or eaten.
Of course, if the cheese was left under the sofa for 4 weeks, we wouldn't eat it anymore ;-) So the rule here is: listen to your feelings and only eat what you want to eat. If you already have a bad feeling beforehand, it's better to leave it alone. You can learn more about mold formation in cheese in our blog from Silvia!
Is the packaging biologically neutral?
We use cardboard boxes made from recycled raw materials for our packaging. Our insulation material is also made from recycled materials. The ice packs are water-based and can either be reused or poured into the flowers - only the plastic cover has to go into the yellow bin!
Questions about cancellation, returns & returns
Can I return my order/delivery?
Orders containing perishable food are also non-returnable online and cannot be returned. Excluded from the right of withdrawal are perishable goods according to BGB § 312d Para. 4 No. 1 / LMHV § 2 Para. 2.
If a product is damaged during delivery (e.g. a wine bottle) we will accept returns or offer a partial refund. In this case, please contact us by email. For a (partial) refund of the costs, it is mandatory that you send us photos of the damaged items/packaging.
If you have any questions or problems with your delivery, please contact us!
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