FREQUENTLY ASKED QUESRIONS


Here you will find answers to following subjects:

  1. Top FAQs
  2. Customer account and -data
  3. Shipping and logistic
  4. Packages and packaging
  5. Communication with myGermany
  6. Shopping and ordering
  7. Concierge service
  8. Customs, taxation and prohibited goods,
  9. Payments, costs and bills
     

Can I use myGermany immediately after I am registered?

How big and heavy can my goods be?

How can I order from German companies that do not accept international credit cards?

Can myGermany remove invoices and invoice-related documents?

Can you pick up items for me in Germany from private sellers?

How does the Concierge-Service work?

How often and when sends myGermany packages?

Which logistic service provider does myGermany use?

Where can I find translation tools?

At what hours does myGermany work?

Where can I find information about European sizes?

Tips to safe money when shopping online in Germany.

I just ordered at a German online shop and asked to send the goods to your warehouse. What to do next?

Who can register at myGermany?

I forgot my passwort, what can I do?

How can I change my data?

Why do you ask for 1 Euro registration fee?

In what currency is the data displayed in the acount?

Can I change my address?

Can my myGermany address be billing address?

How does myGermany guarantee the security of my data?

Can I use myGermany immediately after I am registered?

Can my family and my friends use my account as well?

What about data protection and privacy at myGermany?

Do I need to become a member and pay a monthly fee to use myGermany?

Is my myGermany-address legal in Germany?

How can I cancel my account?

Can I use Express Shipping?

How big and heavy can my goods be?

How long does it take for the parcels to arrive at my address?

Which logistic service provider does myGermany use?

Can myGermany remove invoices and invoice-related documents?

Why do the actual shipping cost differ from the previously calculated cost (Shipping Calculator)?

Can I change my shipping address for a limited period of time, eg when I am travelling?

Will my various consignments of goods be packed in one parcel and sent to me?

Can the parcels be sent directly to me without rebuilding and repackaging?

Can the parcels be sent to me neutrally packed?

Is there a variable fuel surcharge?

How long are the parcels stored at myGermany?

How can I track my parcels? How do I know where the parcels are at this moment?

To what extent are my parcels insured?

Does myGermany collect and store all incoming parcels automatically?

Which countries are serviced by myGermany regarding delivery?

How do I know when my parcel has arrived?

Can I forward my letters via myGermany?

Do you offer pick up service in Germany (from private sellers)?

How are my incoming goods controlled?

What do you mean by business days?

What means dimensional weight?

What means combined length and girth?

Can I pick up my parcels at myGermany?

Can I split items of a consignment from the original sender and have them shipped to me in different parcels?

How big/heavy may the goods be?

How are the parcels wrapped at myGermany?

How long will my goods be stored at myGermany?

How can I track my parcels? How do I know where the packages are at this moment?

To what extent are my parcles insured?

In what languages can I communicate with myGermany?

Can I call myGermany?

Where can I find translation tools?

At what hours does myGermany work?

Can I send back consignments of goods which are stored at myGermany?

Can my friends and family also have their parcels sent to my myGermany account?

Can I order products from online shops that are not listed at myGermany?

How can I order from German companies that do not accept international credit cards?

Where can I find translation tools?

What phone number must or can I specify when I order online myself?

How are incoming parcels inspected?

Where can I find information about European sizes?

Tips for saving money when buying online.

Does myGermany accept parcels from private individuals and businesses?

How do I correctly give/key in my myGermany address to the vendors?

Can myGermany buy (= buy it now) or bid for me on goods on eBay?

Can myGermany pay for goods for me, which I bought (= buy it now) or bid on eBay?

How many items can I order during a Concierge order process?

Is it possible to have the goods send directly to me, rather than first to the myGermany warehouse?

Can I return consignments that the concierge has ordered for me (and that are in the myGermany warehouse)?

Can the Concierge buy (= bui it now) or bid for me on goods on eBay?

Can the Concierge pay for goods for me, which I bought (buy it now) or bid on eBay?

Can I or how can I modify or cancel a Concierge order?

How much is the fee for the processing or cancellation of a Concierge order?

How and when do I pay the Concierge Service?

How does the Concierge Service work?

How long does it take to execute / get items from a Concierge order?

What will happen if the goods that the Concierge Service has to order are out of stock or cannot be delivered?

What happens if I have paid too much / too little?

What does myGermany not ship?

Can myGermany remove invoices and invoice-related documents?

Where can I find information about which products may be shipped to my country?

Where can I find information on whether or if customs duties for which goods must be paid?

Who pays for possible custom duties?

Do I need to request a special invoice from the original seller / vendor or will myGermany issue the necessary bill?

Are all customs duties and taxes included in the shipping rates?

How is the description of the goods concluded for the customs declaration?

What is the customs value of my goods?

When do I pay for customs duties and import tax?

How will the import tax or customs duties be calculated?

Will I get a bill from myGermany?

Are the bills sent in the parcel by myGermany?

What happens if I have paid too little / too much for the Concierge Service?

How does myGermany guarantee the security of my personal data?

How do I change my credit card information?

Some online stores or eBay sellers do not accept international credit cards - can myGermany take care of that for me?

In which currency is the data displayed in my customer account?

What, if I have no credit card?

Where can I find the Card Verification Number (CVN)?

How much do the myGermany-Services cost?

Which payment method does myGermany accept?

Why do I need to pay VAT (Value Added Tax) on the shipping charge or the number of goods?

What happens if I do not have enough money to pay for the shipment?

In which currency do I pay?