Shipping and delivery
Where is my delivery/order/package?
Your order with us in the More online shop will go through the following steps:
- We will confirm your order immediately after payment via email. (Please note that with instant bank transfer, it takes a few days for payment to be processed, which will extend the delivery time accordingly.)
- Your order will be transferred to our shipping center's software . There, it will be checked to ensure all data has been entered correctly. If any discrepancies are found, our team will contact you to correct the data together – this usually involves missing house numbers or incomplete parcel locker addresses.
- The products are collected and packed by our employees at the shipping center .
- Once the address label is printed, the order is considered " announced " and is now just waiting to be picked up by one of our shipping partners .
- After collection, the package is transported by our shipping partner to you via the fastest route and delivered to you, a branch, a preferred partner, or a neighbor.
We will keep you as informed as possible about the expected delivery time and the current status of your orders. You will find all the important information in your order overview and in your email inbox .
As soon as your order is on its way to you, you will receive a shipping confirmation with an initial estimate of when exactly your order will arrive.
If your package has already arrived according to the tracking information , but has not yet arrived at your address, please check the tracking information and also whether it has been left with a neighbor or a branch .
If not, and the shipping status hasn't changed for 5 days , please contact More customer service . We will then get in touch with the shipping provider to quickly find out where your order is. Before these 5 days have passed, the shipping partners do not accept any inquiries – and experience shows that most packages resume their journeys without further notice after a slight interruption.
We therefore ask for your patience in case of a slight delay - thank you!
Complaint: incorrect, damaged or missing goods
We are sorry that your More order did not arrive in perfect condition.
We work hard every day to optimize our processes , however, mistakes are sometimes human and not always avoidable .
Is something missing from your package, was the wrong item sent, or was your package damaged and defective during transport by the shipping provider ?
The best thing to do is contact our customer service team immediately and enter the reason in the contact form. Please remember to take photos of the package and include your order number so the team can help you as quickly as possible.
Please attach the completed customer declaration (PDF) directly to your request. This is legally required. Thank you.
Don't worry, the team will work with you to find a suitable solution!
Important: Please note that the shipping box must be kept until the conclusion of a complaint, in case of a return or if photos are needed.
How do I order to a DHL Packstation?
To have your More order delivered to a Packstation in your area, you first need to register online for this DHL service using the registration form. This can be done via the DHL website .
After completing your registration, you will receive your customer card with your personal customer number within a few days. You can then find a Packstation in your immediate vicinity using the DHL Packstation finder with your address.
To deliver your order to a Packstation, we only need your customer number and the three-digit number of the selected Packstation to deliver your shipment as requested. Additional address details, such as the street name of the Packstation, are unnecessary and may even cause problems with delivery by DHL.
When entering the address, you have the option to switch from "Address" to "Packstation" in order to enter the required information in the fields provided.
What do I do if the delivery attempt fails?
Don't worry, you can always check the tracking information provided by the shipping company to see if your package has been delivered to a neighbor or a branch, for example. In some cases, a second delivery attempt will be made by a different shipping company.
You can find all updates in the shipment tracking . If you see that the package is being returned to us, please contact customer service ; we will gladly check if we can resend the package to you free of charge.
Shipping costs and shipping countries
Due to a high volume of orders, the delivery time is delayed by +3-5 days.
Shipping costs and free shipping thresholds vary depending on the delivery country .
The values listed below may change as part of special offers. Please pay attention to the relevant information in our newsletter or via our influencers .
To ensure our heat-sensitive products arrive in perfect condition, we charge a fee of €3.99 during the summer months. This allows us to ship them chilled and guarantees that your products arrive in perfect condition. This fee is a one-time charge.
Note: For shipments to countries outside the EU, additional taxes or fees (e.g., customs duties) may apply to your order. These are not collected or invoiced by us, but must be paid by you directly to the relevant customs or tax authorities. You can obtain further details from the relevant authorities.
Your More order will be carefully prepared for shipping by our logistics team and delivered to you via our logistics partners. We do not currently offer express shipping .
What stages does my package go through at the shipping provider?
Your order will go through the following steps with our respective shipping provider
We will confirm your order via email immediately after payment. Please note that instant bank transfers may take a few days to process , which will extend the delivery time accordingly .
Your order will be transferred to our shipping center 's software . There, it will be checked to ensure all data has been entered correctly. If any discrepancies are found, our team will contact you to correct the data together – this usually involves missing house numbers or incomplete parcel locker addresses.
The products are collected and packed by our employees .
Once the address label is printed , your order details will be transferred to the shipping provider. Your package is now just waiting to be picked up by our shipping provider. You can find the following status updates in the shipment tracking.
Status open
We expect the shipment data shortly.
The shipping provider has not yet received any information about your order. You have already received a tracking number by email, but no shipment information has yet been transmitted to the shipping provider. It can sometimes take up to 24 hours for the shipping provider to receive the data.
Electronically announced
Once your shipment has been processed, you will receive further information.
This status is usually the first one displayed in the tracking information. It means that we have labeled your shipment with a shipping label and tracking number and electronically transmitted the shipment data to the shipping provider. Please monitor the tracking information from this point onward. Your package will arrive within 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 shipping service provider has picked up your package and it has arrived 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 you will see is the arrival of the shipment at the destination parcel center. Therefore, your order is constantly in motion, even if the status doesn't 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 will automatically be forwarded to the delivery base responsible for the recipient's address.
At the delivery base, the shipment is sorted according to delivery districts and prepared for loading into the delivery vehicle.
If this status is displayed multiple times, the order likely required manual processing.
Please monitor the shipment tracking. There may be a delay of 1-2 days.
The shipment was loaded into the delivery vehicle
After sorting at the delivery depot, the package was loaded into the delivery driver's vehicle. It is usually delivered the same day.
If this status is displayed multiple times in the shipment tracking, the delivery driver was unable to complete the route due to an operational disruption, such as a road closure, an accident, or other unforeseen events.
In this case, there may be a delay of 1-2 days.
Please understand that direct contact with our shipping provider or expediting the shipment through customer service is not possible.
The package was successfully delivered
Your package has been delivered. The delivery service provider's results page shows who received the package:
To see the recipient's name, you'll need to enter your postal code with most shipping providers. If the package was delivered to a neighbor and you don't know them or can't find them, please be patient in case they contact you. If you haven't heard from them after two days, please contact ESN customer service.
The shipment will be taken to a branch for collection.
In addition to the notification, presentation of an identity document and, if applicable, a power of attorney are required for collection.
If the delivery person doesn't find you at home and no family member or neighbor can accept the package, it will be left at a nearby post office or parcel shop. You can pick up your package there for 7 working days before it is returned to us.
Working days are defined as Monday to Saturday, excluding public holidays.
Should the shipment not be able to be collected in person within the storage period of 7 working days, it is possible to grant power of attorney to a third party: Please fill out the form of the relevant shipping service provider completely and give it to the person who is to collect the package, printed and signed.
The person will need your signed authorization, the notification card, and a copy of your official photo ID to collect the package.
Important note : In exceptional cases, the delivery person may not be able to leave the package at the branch indicated on the notification card. The actual delivery location (e.g., post office, parcel shop, automated parcel locker) will be shown in the tracking information.
If the tracking information matches the time on the notification card, you may have arrived at the branch too early and the package hasn't been sorted yet.
Please double-check the time on the notification card.
Unfortunately, delivery of the package was not possible today. We will try again on the next business day.
In rare cases, it is not possible for the delivery personnel to deliver the shipment.
Reasons for this could include, for example:
Delivery outside of business hours,
- undeliverable cash on delivery shipment or
- Delivery route cancelled due to illness or exceeding working hours.
But there's no need to worry. The shipping provider will try again on the next business day.
The shipment has been processed in the parcel center
The shipment is currently at the origin or destination parcel center and could not be forwarded directly. Below are possible reasons for this:
- The shipment had to be rescanned due to a sorting error.
- Due to a high volume of shipments, the package could not be forwarded directly.
The shipment was manually processed 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 required information, the corresponding shipment is set aside for manual processing.
There are several reasons for manual processing. Below are some possible reasons why delivery of a shipment might be delayed:
- The address on the shipment is incorrect or incomplete (e.g., a transposition in the postal code or a missing house number).
- The shipping label has come loose from the package.
- The packaging of the shipment has opened during transport or has been slightly damaged externally and needs to be repackaged.
The package was not picked up and will be returned.
If the delivery person cannot find you at home and no family member or neighbor can accept the shipment, it will be left at a nearby post office, parcel shop or packing station.
It can be picked up there for 7 working days. Working days are defined as Monday to Saturday, excluding public holidays.
If the shipment is not collected within 7 days, it will be returned to the sender. The collection period begins one working day after the delivery attempt.
A drop-off location or neighbor has been selected as the delivery option for this shipment.
The shipping service provider has received an order to leave the shipment at a designated drop-off location or to deliver it to a specific neighbor.
This can either be stored in your shipping provider customer account as a permanent receiving preference or it may have been booked specifically for this shipment.
Storage location / Neighbor not permitted
During delivery, the delivery person checks whether the shipment can be safely left at the designated drop-off location or with a selected neighbor.
The criteria for a storage location are as follows:
- On the recipient's property
- Weatherproof
- Not visible to third parties
- Freely accessible to the delivery person
These conditions apply to neighbors:
- In the immediate vicinity
- Must be present
If these criteria are not met, the shipment will be delivered to another neighbor or taken to a branch/parcel locker where it can then be picked up.
Notice
If your package has already arrived according to the tracking information , but has not yet arrived at your address, please check the tracking information and also whether it has been left with a neighbor or a branch .
If not, and the shipping status hasn't changed for 5 days , please contact our support team . We will then get in touch with the shipping partner to quickly find out where your order is. Shipping partners do not accept inquiries before these 5 days have passed – and experience shows that packages often resume their journeys in the following days, even after a minor interruption. Statistics show that almost no packages are ever truly lost. So, in the event of a slight delay, we ask for your patience – thank you!
