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Frequently Asked Questions

Questions and Answers

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

If you were recently a Bringmeister customer, click here for the most frequently asked questions.

1. Ordering

  • 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 order that has already been completed?
  • How can I cancel my order?
  • I am missing products or even an entire bag
  • Can I change my delivery time?
  • Why am I suddenly paying more?
  • Would you like to provide 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 with a card?
  • How are products sold by weight charged?
  • Can I pay by invoice on knuspr.de?
  • Can I pay my Knuspr courier with cash?
  • I paid but did not receive an order confirmation.
  • The amount to be paid was debited 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 gift 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 products that are currently sold out will be available again?
  • Can I eat products from the "Save Food" category without concern?

5. Reusable Packaging, Deposit Bottles, and Containers

  • Is it true that Knuspr takes back deposit bottles and containers for free?
  • How is my deposit credited?
  • Is it true that Knuspr takes back paper bags for free?
  • How exactly do the reusable bags work?
  • I don't want to have so many paper bags. Do you have another option?
  • Where can I adjust my reusable bags myself?
  • How can I cancel my reusable bags?

6. Complaints, Online Complaint Management, and General Feedback

  • What happens if your Knuspr courier is late?
  • What do I do if I received broken or damaged products, or if products I ordered were not included?
  • Where can I turn in case of a complaint or where can I 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 "Complain about item" button?
  • How long can I use this function in the webshop to make an online complaint?
  • What should I do if I want a refund to my bank account or a new delivery?
  • Can I change or cancel an online complaint that has already been submitted?
  • Can I just report a problem via this function even if I don’t want to claim any goods?
  • 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 is my data not saved?
  • Where can I unsubscribe from the newsletter?

8. Pharmacy

  • Why am I purchasing goods from a pharmacy when I shop at knuspr.de?
  • Which products can I buy via the pharmacy?
  • Do the prices of pharmacy products differ from the prices directly in the pharmacy?
  • Why do I find two invoices in my customer account?
  • Why can't I always order items from the 'Pharmacy' category?
  • How are pharmacy items packaged and delivered?
  • I have a question about a pharmacy item. Whom can I contact?
  • Is my customer data shared with the pharmacy?
  • How can I complain about pharmacy items?

9. Xtra

  • Click here to go directly to the Xtra page

1. Ordering on knuspr.de

How does the ordering process work? You have the choice of whether to register on knuspr.de or whether you would like to shop as a guest first (this is only possible for the 1st order). As soon as you add an item to your shopping basket, a window opens asking for your delivery address to check whether it is within our delivery area. You can also close it without entering the address to continue your shopping. In the navigation bar, you can select the different categories and click through various submenus to your desired product. You can also enter the desired item in the search mask to get there directly. Once you have selected an item, it appears in the shopping basket on the right. You can change the quantity using the plus and minus signs. By clicking the green "To shopping basket" button, you will be taken to the order overview. There, the "Proceed to checkout" button at the bottom of the screen changes from grey to green as soon as your order has reached the minimum order value. When you click this button, the checkout process begins. First, you have to enter your address if you haven't already done so. Then you enter your name and telephone number. We need these so that your Knuspr courier can contact you if it is necessary for the delivery. You can then select whether you would prefer to pay online or upon delivery. You can find out more about payment further down. You can decide whether you would like to give your Knuspr courier a tip and select your desired 1-hour delivery window. You can, of course, also hand the tip to your Knuspr courier at the front door. Finally, you decide which payment method you would like to use. If you have chosen online payment, you can choose between credit card (Mastercard, Visa, AMEX), Sofortüberweisung (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 is delivered directly to my apartment door? Yes, our Knuspr couriers deliver up to the apartment door. This service is automatically included. You can state in the comments to your Knuspr courier if you wish for a contactless delivery.

Can I add items to an order that has already been completed? Yes, you can do this up to five hours before your order is prepared. Simply log into your customer account and add the items you wish to purchase additionally to the shopping basket – just as if you were placing a completely new order. Then click "Add to original order" in the order overview and complete the order. Information on how long you can add additional items to your original order can also be found in the e-mail you receive from us after your order.

How can I cancel my order? Our customer service is exclusively responsible for cancellations. If you wish to cancel your order, please call customer service (Tel.: +49 89 88 99 75 00) or write to us via the chat in the webshop. We are also happy to leave your order with a neighbor or, with your consent, in front of your door.

I am missing products or even an entire bag. If items or bags are missing from your order and you do not require them, you can complain about the products directly via the app or the website yourself. To do this, go to "My Account" and to the order where items were missing. You can then click on "Complain about item" and complain about the missing items. You have the choice to complain with or without credits (6. How do credits work?). Complaints are possible up to 72 hours after receipt of the goods. If you are missing products that you require, please do not complain about the products online and contact us directly at +49 89 88 99 75 00 from Monday to Saturday 06:00 – 22:30 by telephone, write to us in the chat, or send us an e-mail directly to kunden@knuspr.de.

Can I change my delivery time? If you want to adjust your delivery time, simply go to "My Account" and "View details of your order" in the app or on the website. As a next step, you can then click on "Adjust order" and change the delivery time to a suitable available delivery window.

Why am I suddenly paying more? If more is charged for your order than was actually set, this is due to weighed goods. Please take a look at point 2 "How are products sold by weight charged?".

Would you like to provide or change missing information for the courier? You can easily adjust your note for the courier by simply clicking on "My Account" and "Details of your order" in the app or on the website. As a next step, you can then click on "Change the note" and the note for the courier can be changed or adjusted.

Berlin: Minimum order value & Free delivery The minimum order value you must reach for your order is €39. From an order value of €79, we always deliver to you without delivery fees. With our Xtra membership, you never pay delivery fees.

Munich, Frankfurt: Minimum order value & Free delivery The minimum order value you must reach for your order is €39. From an order value of €79, we always deliver to you without delivery fees. With our Xtra membership, you never pay delivery fees.

How much do the paper bags cost? For every order without Xtra membership and without an Eco Bags subscription, a one-off fee of €0.89 for paper bags is charged per delivery.

2. Payment

Can I also pay directly upon delivery? Yes, that is correct. Payment is possible either online or directly upon delivery to your Knuspr courier with an NFC-enabled Giro/EC/debit or credit card (Mastercard, Visa). Alternatively, you can pay online with credit card (Mastercard, Visa), American Express (Amex), Sofortüberweisung (Klarna), purchase on account (Klarna), Apple Pay, PayPal, and Google Pay.

Do I have to pay more if I pay online with a card? No. If you choose an online payment method and order goods to be weighed (such as some fruit and vegetables or meat), you will be charged a slightly higher amount. The reason for this is the items to be weighed. In the webshop, you will see an average weight indicated per item. Of course, you will ultimately be charged for the actual weight. You can see this in the webshop directly after the order. Should there be any uncertainties here, we ask you to contact our customer service at +49 89 88 99 75 00 or kunden@knuspr.de.

How are products sold by weight charged? We have products whose price depends on weight. The actual weight of these products is not yet known at the time of ordering and is only final upon delivery. You only pay the price for the actual weight delivered to you. You can read the processing for your chosen payment method here:

  • Online Payment:
  • Credit Card, Google Pay, Apple Pay: We reserve a variance of 30% of the order value of the products to be weighed on your credit card. After delivery, the actual amount is charged.
  • Sofortüberweisung (Klarna): We debit the indicated value with a variance of 30% of the products to be weighed from your card. After delivery, the difference is automatically refunded to you.
  • Card Payment on Delivery: At the time of delivery, the actual weight is already determined and the final amount is debited from you directly.

I paid but did not receive an order confirmation. If you have not received an order confirmation but the payment is already noted on your payment method, unfortunately something did not work. You can place your order again and please make sure that no item in your shopping basket is sold out. As a rule, the payment (reservation) will be credited back to your original payment method. If you have any questions, you can reach us directly at +49 89 88 99 75 00 from Monday to Saturday 06:00 – 22:30 by telephone, write to us in the chat, or send us an e-mail directly to kunden@knuspr.de.

The amount to be paid was debited twice. Should your account accidentally be charged twice via Sofortüberweisung by Klarna, we automatically cancel one payment and return it to your account. All other online payment methods use authorization. Here, the amount is only debited when the courier has been to your place and you have received your goods; we automatically cancel the excess authorization.

How does my payment link work? If you have received a payment link from us, you can settle it very easily online. Simply open the link from the e-mail and select your desired payment method. You can pay your payment link with credit card (Mastercard, Visa), American Express (Amex), Sofortüberweisung (Klarna), Apple Pay, PayPal, and Google Pay.

Where can I find my invoice? You can find your invoice in your customer account under "My Account" after delivery has taken place. Go to the "My Documents" section. You can then download your invoice and deposit statement (credit note) as a PDF here.

I received a voucher. Where can I redeem it? Vouchers are credited as "Credits" (our Knuspr currency) to your customer account and are immediately redeemable with the next order. Valid vouchers can be redeemed at knuspr.de/Gutschein. Simply enter the voucher code in the field provided; your credits will be automatically credited to your customer account, the purchase price reduced directly by the discount, or the delivery costs deducted. If you are not logged in, you will be asked to log in or create an account if you don't have one yet. This is necessary because otherwise the credits cannot be assigned to you.

I want to give a gift voucher. Where can I find gift vouchers?

  1. Register on knuspr.de
  2. To purchase a voucher, go to knuspr.de/gutschein-kaufen
  3. You choose an amount and pay for the voucher online. We will send the purchased voucher as a PDF to your stored e-mail address. You can print out the voucher code or give it as a digital gift right away. It can then be redeemed either down here or at the very end of the payment process.
  4. Start your shopping with your desired items and use your credit at the very end of the shopping process – see also "I received a voucher. Where can I redeem it?".

Can I pay by invoice on knuspr.de? We offer payment on account for business customers. Enter your company data under "My Account" and then have customer service activate the "Purchase on invoice" function for business customers. As a private customer, you can choose purchase on invoice (plan payment) via Klarna. This is possible directly at checkout. Please register with Klarna for this.


Moreover, you can choose Pay on Invoice (Kauf auf Rechnung) - simply place your order, confirm, and pay later after delivery when you receive the invoice. If anything doesn’t work, you can easily switch to another online payment method (credit card, PayPal, Apple Pay or Google Pay).

To avoid declines just make sure your full real name and correct address are entered in your Knuspr profile.

In the case of any problems with invoice or payment, please reach out to knuspr@ratepay-payments.de. Regarding to the order it self, please use standard contact kunden@knuspr.de


Can I pay my Knuspr courier with cash? Currently, cash payment upon delivery is unfortunately not possible. Please use an EC/Giro/debit or credit card (VISA or Mastercard) to pay your Knuspr courier.

3. Transport and Delivery

Where can I find out when my Knuspr courier is coming? You can find the exact delivery time via the delivery truck icon on our website or in the mobile app. If you install our mobile app, we will also inform you of the exact delivery time via push notification and you can look forward to your delivery.

Where does Knuspr deliver in Berlin and the surrounding area? We deliver throughout Berlin and in the following municipalities: Mühlenbecker Land, Schildow, Panketal, Bernau, Werneuchen, Lichtenow, Altlandsberg, Strausberg, Velten, Oberkrämer, Schönwalde, Falkensee, Dallgow-Döberitz, Potsdam, Oranienburg, Hohen Neuendorf, Hennigsdorf, Glienicke/Nordbahn, Leegebruch, Birkenwerder, Rüdersdorf, Woltersdorf, Erkner, Fürstenwalde/ Spree, Briesen, Rauen, Königs Wusterhausen, Schulzendorf b. Eichenwade, Spreenhagen, Schöneiche bei Berlin, Fredersdorf-Vogelsdorf, Petershagen, Neuenhagen, Hoppegarten, Wildau, Zeuthen, Bestensee, Mittenwalde, Zossen, Rangsdorf, Blankenfelde-Mahlow, Großbeeren, Ludwigsfelde, Teltow, Kleinmachnow, Schönefeld, Nuthetal, Michendorf, Schwielowsee, Berlin Mitte, Berlin Friedrichshain, Berlin Friedrichsfelde, Berlin Rummelsburg, Berlin Karlshorst, Berlin, Berlin Lichtenberg, Berlin Prenzlauer Berg, Berlin Moabit, Berlin Charlottenburg, Berlin Wilmersdorf, Berlin Halensee, Berlin Schöneberg, Berlin Tiergarten, Berlin-West, Berlin Kreuzberg, Berlin-Kreuzberg (Hasenheide, Graefekiez, Hohenstaufenplatz, KH am Urban), Berlin Neukölln, Berlin Tempelhof, Berlin Mariendorf, Berlin Friedenau, Berlin Steglitz, Berlin Lichterfelde, Berlin Lankwitz, Berlin Britz, Berlin Buckow, Berlin Gropiusstadt, Berlin Rudow, Berlin Alt-Treptow, Berlin Baumschulenweg, Berlin Niederschöneweide, Berlin Oberschöneweide, Berlin Teltowkanal III, Berlin Altglienicke, Berlin Bohnsdorf, Berlin Schmöckwitz, Berlin Köpenick, Berlin Wiesengrund, Berlin Rahnsdorf, Berlin Kaulsdorf, Berlin Mahlsdorf, Berlin Hellersdorf, Berlin Biesdorf, Berlin Neu-Schönhausen, Berlin Alt-Hohenschönhausen, Berlin Falkenberg, Berlin Wartenberg, Berlin Weißensee, Berlin Heinelsdorf, Berlin Buch, Berlin Französisch Buchholz, Berlin Blankenburg, Berlin Niederschönhausen, Berlin Rosenthal, Berlin Blankenfelde, Berlin Pankow, Berlin Wedding, Berlin Gesundbrunnen, Berlin Reinickendorf, Berlin Märkisches Viertel, Berlin-Frohnau, Berlin Hermsdorf, Berlin Lübars, Berlin Tegel, Berlin Spandau, Berlin Hakenfelde, Berlin Falkenhagener Feld, Berlin Staaken, Berlin Wilhelmstadt, Berlin Haselhorst, Berlin Charlottenburg-Nord, Berlin Siemensstadt, Berlin Westend, Berlin Gatow, Berlin Wannsee, Berlin Nikolassee, Berlin Zehlendorf, Berlin Grunewald, Berlin Dahlem, Berlin Schmargendorf. When you enter your address in the webshop, you will see immediately whether we deliver to your address or not. If you are unable to enter a specific address, please contact our customer service at +49 89 88 99 75 00 or kunden@knuspr.de.

Where does Knuspr deliver in Munich and the surrounding area? We deliver throughout Munich and in the following municipalities: Aschheim, Eching, Feldkirchen, Garching, Gräfelfing, Grünwald, Haar, Heimstetten, Ismaning, Karlsfeld, Kirchheim, Krailling, Neubiberg, Neufahrn, Neuried, Oberhaching, Oberschleißheim, Ottobrunn, Planegg, Pullach, Putzbrunn, Unterföhring, Unterhaching, Unterschleißheim, Taufkirchen, Vaterstetten, Dachau, Bergkirchen, Hebertshausen, Allershausen, Fahrenzhausen, Freising, Hallbergmoos, Erding, Moosinning, Neuching, Finsing, Ottenhofen, Markt Schwaben, Poing, Dorfen, Schwindegg, Obertaufkirchen, Zorneding, Grafing bei München, Egling, Wolfratshausen, Münsing, Eurasburg, Starnberg, Schäftlarn, Pöcking, Bernried am Starnberger See, Seeshaupt, Weilheim in Oberbayern, Tutzing, Feldafing, Dießen am Ammersee, Hersching am Ammersee, Utting am Ammersee, Seefeld, Inning am Ammersee, Schondorf am Ammersee, Weßling and Gauting. When you enter your address in the webshop, you will see immediately whether we deliver to your address or not. If you are unable to enter a specific address, please contact our customer service at +49 89 88 99 75 00 or kunden@knuspr.de.

Where does Knuspr deliver in the Rhine-Main area? We deliver in Frankfurt, Wiesbaden, Mainz, Darmstadt, Rüsselsheim, Raunheim, Bischofsheim, Ginsheim-Gustavsburg, Kelsterbach, Hochheim, Trebur, Nauheim, Groß-Gerau, Büttelborn, Darmstadt Griesheim, Messel, Rödermark, Dietzenbach, Dreieich, Erzhausen, Egelsbach, Mörfelden-Walldorf, Langen, Heusenstamm, Neu-Isenburg, Bad Homburg, Oberursel, Königstein, Kronberg, Eschborn, Sulzbach, Bad Soden, Kelkheim, Eppstein, Schwalbach, Hofheim, Kriftel, Hattersheim, Niedernhausen, Flörsheim, Steinbach, Offenbach, Obertshausen, Riedstadt, Pfungstadt, Nieder-Olm, Zornheim, Mommenheim, Gau-Bischofsheim, Harxheim, Lörzweiler, Bodenheim, Nackenheim, Nierstein and Klein-Winternheim. When you enter your address in the webshop, you will see immediately whether we deliver to your address or not. If you are unable to enter a specific address, please contact our customer service at 089 8899 7500 or kunden@knuspr.de.

Where does Knuspr deliver in Augsburg? We deliver in Augsburg and Friedberg. When you enter your address in the webshop, you will see immediately whether we deliver to your address or not. If you are unable to enter a specific address, please contact our customer service at +49 89 88 99 75 00 or kunden@knuspr.de.

Are there plans to expand the delivery area? Yes, we plan to expand our delivery area when the corresponding demand is met. You can check the webshop to see where we currently deliver. We will inform you about possible expansions of the delivery area on www.knuspr.de and on our social media channels.

Does Knuspr really deliver within 3 hours? Yes, we can do that if you order from Monday to Saturday by 18:00. The nearest available delivery window will be shown to you in the webshop and in the app. You can, of course, also choose delivery windows that are more than 3 hours in the future. These will also be displayed in the webshop accordingly. We deliver to Augsburg within 4 hours.

What are deliveries in Eco Slots? With Eco Slots, we are already in your area or your address is on our way to an already planned address. The Eco Slots are not only good for the environment but also for your wallet, as they cost €2 less in delivery fees, should delivery costs apply. You can recognize the Eco Slots by a green leaf that is displayed when selecting the delivery window.

4. Best-Before Date of Food and Use-By Date

What is the best-before date? What is the use-by date? Are there differences that could negatively affect my health? The best-before date is also known as "MHD". It indicates the date until which an unopened food product, when stored properly, retains at least all of its characteristic properties. It is determined by the food manufacturer. The legal requirements for this can be found in the EU Food Information Regulation. The MHD is not a "throw-away" date. It is important for us to emphasize at this point that exceeding the MHD does not yet mean that the food is spoiled. Food may also be sold after the MHD has passed. The use-by date (expiry date) is given for highly perishable goods such as meat or fish instead of the MHD. Consumption after the indicated date can be harmful to health.

What is the maximum weight deviation for weighed items? The maximum weight deviation should not exceed 30%. If this is the case, we ask you to contact our customer service at +49 89 88 99 75 00 or kunden@knuspr.de to discuss how to proceed.

How can I find out when products that are currently sold out will be available again? All items that are sold out are shown in grey in the webshop. Because we rely on information from our suppliers – and delivery routes can also change – the delivery day will in most cases be displayed in red directly on the product; you have the option here to be informed automatically as soon as the product is available again. Once you are logged in, you can activate the "bell". Should you need further info, you can contact our customer service at +49 89 88 99 75 00 or kunden@knuspr.de. Our colleagues will provide you with the desired information about your favorite product as quickly as possible.

Can I eat products from the "Save Food" category without concern? Of course! In "Save Food", products are shown that are approaching their expiration date. These products are sold at reduced prices. The expiration dates are displayed in the webshop.

5. Reusable Packaging and Deposit Bottles and Containers

Is it true that Knuspr takes back deposit bottles and containers for free? Yes, that's right. You can return deposit bottles and containers to your Knuspr courier upon delivery. You can return both individual deposit bottles and beverage crates. The rule here is: we take back everything that can also be bought from us (even if you didn't buy it from us). We are happy to take back standard plastic beverage crates. Unfortunately, we cannot accept any non-standard beverage crates. For all these returns: in household quantities, which are 40 bottles or 3 beverage crates per delivery.

How is my deposit credited? Your Knuspr courier will enter the return into our system and the deposit will be credited to your customer profile as Knuspr Credits. You can redeem these credits with your next order. You will also receive an e-mail with a link about the credit of your deposit. Important: If you want to download your deposit credits, you must be logged into your account, otherwise the link will lead nowhere. If you wish for a different type of refund, please contact our customer service at +49 89 88 99 75 00 or by e-mail at kunden@knuspr.de.

Is it true that Knuspr takes back paper bags for free? That is correct. You can return your Knuspr bags to your Knuspr courier with your next delivery. We will then feed them into a recycling process. But of course, you are also welcome to keep and reuse the bags.

How exactly do the reusable bags work? You can have up to 20 of our environmentally friendly reusable bags at home, for which you pay a one-off €10 deposit and can use as long as you want. You will, of course, get this back when you cancel the subscription. To cancel your subscription for reusable bags, please contact our customer service by telephone at +49 89 88 99 75 00 or by mail at kunden@knuspr.de and let us know briefly. We will then arrange the cancellation and refund of the deposit.

I don't want to have so many paper bags. Do you have another option? Yes! You can use our ecological reusable bags made from recycled PET bottles, which you can simply return to the courier at your next shop. You can buy the reusable bags for a reusable deposit of €10. Whenever you decide to stop the bag service, we will refund the entire deposit to your payment method after all bags have been returned. You can have up to 20 bags at home. Should the number of bags deviate from the actual number of bags you have at home, you can adjust this yourself in your app or on our website. Of course, our customer service will also support you at +49 89 88 99 75 00 or by e-mail at kunden@knuspr.de.

Where can I adjust my reusable bags myself? Simply go to "My Account" and you will find the item "reusable bags" directly there. Under "Edit number", you can enter the correct number and please don't forget to "save".

How can I cancel my reusable bags? You can easily cancel your reusable bags. Please contact our customer service at +49 89 88 99 75 00 or write an e-mail to kunden@knuspr.de. We will refund the costs for your subscription to the original payment method and cancel your subscription for this service beforehand. Of course, you can sign up for this service again at any time, in which case the deposit of €10 will be due again.

What happened to my originally paid bag deposit? When you used our Xtra service, the previously paid bag deposit was automatically refunded to your customer account in the form of Credits.

Why am I being charged the deposit for reusable bags again? When you used our Xtra service, the previously paid bag deposit was automatically refunded to your customer account as credit (Credits). These credits were then automatically offset against one of your following orders and have thus already been used up. Since the original deposit has already been refunded and used, the deposit for reusable bags is now charged regularly again, provided there is currently no active Xtra service. You can view the credit and use of the credits at any time in your customer account under Credits/Balance. With an active Xtra service, reusable bags are again deposit-free and any deposit paid will be credited as a balance again.

What happened to these credits? The credits were automatically offset against one or more of your following orders and thus completely used up.

Why is the deposit being charged again now? Since the original deposit has already been refunded and used, the deposit for reusable bags is now charged regularly again, provided there is no active Xtra service.

Where can I track this? You can view the credit and the use of the credits at any time in your customer account under Credits / Balance.

What happens if I reactivate Xtra? With an active Xtra service, reusable bags are again deposit-free. Any deposit already paid will then be credited to you as a balance again.

6. Complaints, Online Complaint Management, and General Feedback

What happens if your Knuspr courier is late? If we don't manage to deliver the order to you on time, you will be contacted directly by us via SMS, app (push notification), or telephone. The message states by how much our Knuspr courier will be late.

What do I do if I received broken or damaged products, or if products I ordered were not included? In such cases, please contact our customer service at +49 89 88 99 75 00 or by e-mail at kunden@knuspr.de. You can also use the form that you receive via e-mail after delivery or use our online complaint management system. You can find out more about this below.

Where can I turn in case of a complaint or where can I send suggestions for service improvements? For complaints and suggestions for improvement, please contact us via one of our communication channels. We can be reached by telephone at +4989 88 99 75 00, via kunden@knuspr.de, via chat in the webshop and of course also via Facebook and Instagram. You are also welcome to use our online complaint management system. More on this below.

Where and how can I cancel an order? Our customer service is exclusively responsible for cancellations. If you wish to cancel your order, please call customer service (Tel.: +4989 88 99 75 00) or write to us via the chat in the webshop. We are also happy to leave your order with a neighbor or, with your consent, in front of your door.

How do credits work? Credits are Knuspr's virtual currency. When you redeem credits, the price you pay decreases. You can find your number of credits in your customer profile. 1 Credit = 1 Euro. If you want to use credits, click on the input field that you find under the payment options at checkout. The price is then automatically reduced by the available credits. Credits are valid for a specified period, normally for 1 month. In your customer profile, you can check the validity period of your credits in the left column. If you would like to extend the validity of credits, please contact our customer service.

How does the "Online Complaint Management System" work? In your customer account under the "Past Purchases" section, you can click on "Order detail"; here you will find the "Complain about item" button. You can also complain about your last order on the website or via the e-mail you received after the delivery of your order requesting a customer satisfaction rating.

What should I do if I can’t find the "Complain about item" button? There can be several reasons for this. In any case, you can complain about your goods via our customer service.

How long can I use this function in the webshop to make an online complaint? Complaints via the Online Complaint Management System can be entered up to 72 hours after the delivery of your order.

What should I do if I want a refund to my bank account or a new delivery? If you would like a refund to your bank account or a new delivery, please contact our customer service directly.

Can I change or cancel an online complaint that has already been submitted? If you would like to complain about another item from the same order, this is of course possible. However, it is not possible to complain about an item more than once. If you would like to change or cancel a claim already submitted, please contact our customer service. Please ensure that you contact our customer service during business hours between 6:00 and 22:30.

What should I do if I receive an additional item? If you received something in your shop that shouldn't have been there, we are very sorry and you are welcome to keep the goods – especially if it is non-perishable food like baked goods, fruit or vegetables. If it is long-life goods, you can coordinate with our customer service.

Can I just report a problem via this function even if I don’t want to claim any goods? When entering the complaint, you can click the button "I don't want credits, I just want to report a problem."

What happens to attached photos after submission? If you attach a photo of, for example, damaged or defective goods, we will forward the photo to the correct department in our company. Thanks to your photo, we can improve our service and do better next time. For your info: We do not pass your photo on to third parties, but for safety's sake, please make sure that no data that could be considered personal data according to GDPR is recognizable in your photo.

7. Account

Where can I change my account details? You can adjust your account data under "My Account" on the website. You can only adjust your name and telephone number via the website. Not via the app. This also works if you log in directly via the website on your phone or tablet.

How can I change my email address? Please contact our customer service directly at +4989 88 99 75 00 or by e-mail at kunden@knuspr.de.

How can I change my phone number? You can change your phone number directly on the website under "My Account". Log in to the website and go to the circle with your initials in the right corner and click on "My Account". Your data will then be displayed on the left side and you can adjust your data as desired via "Edit Profile".

Why is my data not saved? If your data is no longer saved, please ensure that you are logged in with the correct account and that your initials are displayed in the circle at the top right of the website. You can then also go directly to "My Account" to check your profile.

Where can I unsubscribe from the newsletter? If you would like to receive less or no advertising from us, you can adjust the newsletter and service information as desired under "Notification Settings" on the left side of "My Account" on the website (not possible via the app).

8. Pharmacy

Why am I purchasing goods from a pharmacy when I shop at knuspr.de? Knuspr.de exclusively offers the delivery service for pharmacy items directly to your home. The pharmacies are our cooperation partners and thus the sellers of the medicines and pharmacy products offered by them in their own sub-webshop.

Which products can I buy via the pharmacy? Currently, only over-the-counter (OTC) medicines can be purchased from our partner pharmacies.

Do the prices of pharmacy products differ from the prices directly in the pharmacy? No, in the pharmacy's sub-webshop you will find the same prices that you would pay directly at the pharmacy.

Why do I find two invoices in my customer account? Knuspr.de exclusively handles the delivery service for the pharmacy items. The seller of the pharmacy products is the pharmacy, which is why you receive a separate invoice from the pharmacy for these products.

Why can't I always order items from the 'Pharmacy' category? Your items are assembled in the pharmacy and sealed there before being handed over to knuspr.de. Since the pharmacy has different opening hours than knuspr.de, deliveries are currently not possible at all times. You will find out whether your planned delivery time is possible during check-out when selecting the delivery window.

How are pharmacy items packaged and delivered? The pharmacy items are checked directly in the pharmacy by pharmacy staff and packed in a separate pharmacy bag, sealed and picked up by Knuspr couriers. A Knuspr courier then brings your entire shop including your pharmacy products to your home.

I have a question about a pharmacy item. Whom can I contact? Please contact our respective partner pharmacy directly:

  • Munich: apominga.de: Monday to Saturday from 8:00 to 18:00 at the hotline 089 21093311 and by e-mail at knuspr@apominga.de.
  • Frankfurt: Smart Apotheke: Monday to Saturday from 8:00 to 20:00 at the hotline 06142 497 0030 and by e-mail at knuspr@smartapotheke.com
  • Berlin: Preussen Apotheke: Monday to Friday from 8:30 to 18:00 and Saturday 8:30 - 14:00 at the hotline 030/ 333 50 44 and by e-mail at spandau@preussenapotheke.de

Are my customer data shared with the pharmacy? Yes, your customer data is shared with the pharmacy so that the pharmacy can fulfill its legal advisory obligations. A banner also points this out when entering the pharmacy's sub-webshop. We transmit your name, your telephone number and your e-mail address.

How can I complain about pharmacy items? Please contact us via one of our communication channels. We can be reached for you by telephone at +49 89 88 99 75 00, via e-mail at kunden@knuspr.de or via chat in the webshop. We will contact our partner pharmacy for you.

Legal notice of apominga.de Pharmacy: https://www.apominga.de/policies/legal-notice Legal notice of Smart-Apotheke: https://www.smartapotheke.com/impressum/ Legal notice of Preussen Apotheke: https://preussenapotheke.de/impressum

9. Xtra

Click here to go directly to the Xtra page