Frequently Asked Questions

Questions and Answers

Here you will find the most important questions and answers on the following topics:

If you were recently still a Bringmeister customer, you can find the most frequently asked questions [here].

1. Order

How does the ordering process work?
Is it true that my order is delivered directly to my apartment door?
Can I add items to an already completed order?
How can I cancel my order?
Products or even an entire bag are missing
Can I change my delivery time?
Why am I suddenly paying more?
Would you like to add or change missing information for the courier?
Berlin: Minimum order value & free delivery
Munich, Frankfurt: Minimum order value & free delivery

2. Payment

Can I also pay directly upon delivery?
Do I have to pay more if I pay online by card?
How are my weighed products charged?
Can I pay by invoice on knuspr.de?
Can I pay my Knuspr courier in cash?
I paid but didn’t receive an order confirmation.
I was charged the payable amount twice.
How does my payment link work?
Where can I find my invoice?
I received a voucher. Where can I redeem it?
I want to give or redeem a value voucher.

3. Transport and Delivery

Where can I find out when my Knuspr courier is coming?
Where does Knuspr deliver in Berlin and the surrounding area?
Where does Knuspr deliver in Munich and the surrounding area?
Where does Knuspr deliver in the Rhine-Main area?
Where does Knuspr deliver in Augsburg?
Are there plans to expand the delivery area?
Does Knuspr really deliver within 3 hours?
What are deliveries in Eco Slots?

4. Best-before date of food, use-by date, and availability

What is the best-before date? What is the use-by date? Are there differences that could negatively affect my health?
What is the maximum weight deviation for weighed items?
How can I find out when currently sold-out products will be available again?
Can I safely eat products from the “Save Food” category?

5. Reusable packaging, deposit bottles and containers

Is it true that Knuspr accepts deposit bottles and containers free of charge?
How is my deposit credited to me?
Is it true that Knuspr accepts paper bags free of charge?
How exactly do the reusable bags work?
I don’t want to have so many paper bags. Do you offer an alternative?
Where can I adjust the number of reusable bags I have?
How can I cancel my reusable bags?

6. Complaints, online complaint management, and general feedback

What happens if your Knuspr courier is delayed?
What should I do if I received damaged or defective products, or if products I ordered were not delivered?
Where can I turn in case of a complaint or send suggestions for service improvements?
Where and how can I cancel an order?
How do credits work?
How does the “online complaint management system” work?
What should I do if I can't find the “Report item” button?
How long can I submit an online complaint using this function in the webshop?
What should I do if I want a refund to my bank account or a new delivery?
Can I change or cancel an already submitted online complaint?
Can I report only a problem using this function even if I don't want to claim a product?
What happens to attached photos after submission?

7. Account

Where can I change my account details?
How can I change my email address?
How can I change my phone number?
Why are my data not saved?
Where can I unsubscribe from the newsletter?

8. Pharmacy

Why am I receiving products from a pharmacy when shopping on knuspr.de?
What products can I purchase via the pharmacy?
Are the prices of pharmacy products different from those in the pharmacy directly?
Why do I see two invoices in my customer account?
Why can't I always order items from the “Pharmacy” category?
How are pharmacy products packaged and delivered?
I have a question about a pharmacy product. Who can I contact?
Are my customer data shared with the pharmacy?
How can I make a complaint about pharmacy products?

9. Xtra

Here you go directly to the Xtra page

1. Order

How does the ordering process work?
You can choose whether to register at knuspr.de or shop as a guest for your first order (this is only possible for the first order). As soon as you place an item in the cart, a window will appear asking for your delivery address to check whether it is within our delivery area. You can also close this window without entering an address and continue shopping. In the navigation bar, you can select different categories and browse through various submenus to your desired product. You can also enter the desired product in the search bar to go directly to it. Once you select a product, it appears on the right in your shopping cart. Using the plus and minus signs, you can adjust the quantity. By clicking the green “To cart” button, you will go to the order overview. At the bottom of the screen, the “Proceed to checkout” button turns from grey to green as soon as your order reaches the minimum order value. By clicking this button, the checkout process begins. First, enter your address (if not already done). Then enter your name and phone number, which we need so your Knuspr courier can contact you if necessary. Then choose whether you prefer to pay online or upon delivery. More on payment is explained below. You can decide whether you’d like to give your Knuspr courier a tip and select your preferred 1-hour delivery window. You may also give the tip in person at your door. Finally, select your payment method. If you chose online payment, options include credit card (Mastercard, Visa, AMEX), instant transfer (Klarna), Apple Pay, and Google Pay. By clicking the “Order with obligation to pay” button, you complete the purchase contract.

Is it true that my order will be delivered directly to my apartment door?
Yes, our Knuspr couriers deliver to your apartment door. This service is included by default. You can note in the courier comments if you prefer contactless delivery.

Can I add items to an already completed order?
Yes, up to five hours before your order is prepared. Simply log into your account and add the desired items to your cart as if placing a new order. Then, in the order overview, click on “Add to existing order” and complete the process. The confirmation email you received also contains a deadline for adding items.

How can I cancel my order?
Only our customer service is responsible for cancellations. If you wish to cancel your order, please call customer service at +49 89 88 99 75 00 or contact us via the webshop chat. Alternatively, we can leave your order with a neighbor or at your doorstep with your permission.

Items or even a whole bag are missing.
If items or bags are missing and you no longer need them, you can report them directly via the app or website. Go to “My Account” and select the relevant order. Then click “Report item” to file your complaint. You can choose to receive credits or not (see section 6 “How do credits work?”). Reporting is possible up to 72 hours after delivery.
If essential items are missing, do not report them online. Instead, call +49 89 88 99 75 00 (Mon–Sat, 06:00–22:30), use the chat, or email kunden@knuspr.de.

Can I change my delivery time?
Yes. In the app or on the website, go to “My Account” → “View order details” → “Adjust order” → and select a new available delivery window.

Why am I suddenly paying more?
This may be due to weighed items. See Section 2 “How are my weighed products charged?”

Want to provide or change delivery instructions for the courier?
You can adjust your note for the courier via “My Account” → “Order details” → “Edit note.”

Berlin: Minimum Order Value & Free Delivery
The minimum order value is €39. From €79, delivery is always free. With an Xtra membership, delivery is always free regardless of order value.

Munich, Frankfurt: Minimum Order Value & Free Delivery
Same as above: €39 minimum, free from €79, always free with Xtra membership.

2. Payment

Can I pay directly upon delivery?
Yes. You can pay online or upon delivery using an NFC-enabled debit/EC/credit card (Mastercard or Visa). Online options include credit card (Mastercard, Visa), American Express (AMEX), instant transfer (Klarna), purchase on invoice (Klarna), Apple Pay, PayPal, and Google Pay.

Do I have to pay more when paying online by card?
No. However, for weighed goods (e.g. certain fruits, vegetables, meat), you may initially be charged a slightly higher amount based on estimated weights. The actual weight (and price) is confirmed post-delivery. If unclear, contact customer service.

How are my weighed products charged?
Prices for some products depend on weight. Since the final weight is only known at delivery, you only pay for what is delivered.
– For online payment (credit card, Google/Apple Pay): 30% of the expected value is reserved. The actual amount is charged after delivery.
– For Klarna: 30% overcharge is debited and the difference refunded post-delivery.
– For card payment upon delivery: the actual weight is charged on site.

I paid but didn’t receive an order confirmation.
If payment went through but no confirmation was received, something went wrong. Please reorder and ensure no item in your cart is sold out. The reserved payment will usually be refunded automatically. If needed, contact customer service.

I was charged twice.
If Klarna was used and a double charge occurred, we automatically cancel one of the charges. For all other online payments, the amount is only charged after delivery. If an overcharge occurred, it will be canceled automatically.

How does the payment link work?
Open the link in the email and select your payment method. You can pay via credit card (Mastercard, Visa), AMEX, Klarna, Apple Pay, PayPal, or Google Pay.

Where can I find my invoice?
After delivery, go to “My Account” → “My Documents” to download your invoice and deposit return credit as a PDF.

I received a voucher. Where can I redeem it?
Vouchers are credited as “Credits” to your customer account and can be redeemed on your next order.
Valid vouchers can be entered at knuspr.de/gutschein. Enter the code, and credits are automatically added to your account. You must be logged in or create an account.

I want to give a value voucher. Where can I find them?

Register on knuspr.de
Go to knuspr.de/gutschein-kaufen
Choose an amount, pay online, receive the voucher via email (PDF), and gift it digitally or printed.

Can I pay by invoice on knuspr.de?
Invoice payment is available for business customers. Enter your company info under “My Account” and ask customer service to enable the feature.
Private customers can use Klarna “Pay by Invoice” at checkout (registration required).

Can I pay my Knuspr courier with cash?
No, currently we do not accept cash payments. Please use an EC/Giro/Debit card or credit card (Visa/Mastercard).