Questions and Answers

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

1. Order at esnero.com

How does the ordering process work?
You have the option of registering on esnero.com or shopping as a guest first (this is only possible for your first order). Once you add an item to your shopping cart, a window will open asking for your delivery address to check if it's within our delivery area. You can also close it without entering your address to continue shopping. In the navigation bar, you can select different categories and click through the various submenus to find your desired product. Alternatively, you can enter the desired item in the search bar to go directly to it. Once you've selected an item, it will appear in your shopping cart on the right. You can adjust the quantity using the plus and minus signs. Clicking the green "Go to Cart" button will take you to the order summary. There, the "Proceed to Checkout" button at the bottom of the screen will change from gray to green once your order reaches the minimum order value. Clicking this button will begin the checkout process. First, you'll need to enter your address if you haven't already done so. Next, enter your name and phone number. We need this information so esnero.com can contact you if necessary for delivery. Then, choose whether you prefer to pay online or upon delivery. You can find more information about payment below. You can decide whether you'd like to leave esnero.com a tip and select your preferred 1-hour delivery window. Of course, you can also give esnero.com the tip directly at your door. Finally, choose your payment method. If you've selected online payment, you can choose from credit card (Mastercard, Visa, Amex), instant bank transfer (Klarna), Apple Pay, and Google Pay. By clicking the "Place Order" button, you conclude the purchase agreement.

Is it true that my order will be delivered directly to my apartment door?
Yes, esnero.com delivers right to your door. This service is automatically included. You can indicate in the comments section to esnero.com if you would like contactless delivery.

Can I add items to an order that has already been completed?
Yes, you can do that up to five hours before your order is prepared. Simply log in to your customer account and add the items you wish to purchase to your shopping cart – just as if you were placing a completely new order. Then, in the order summary, click on "Add to original order" and complete your purchase. You can also find information about the deadline for adding additional items to your original order in the email you receive from us after placing your order.

How can I cancel my order?
Cancellations are handled exclusively by our customer service department. If you wish to cancel your order, please contact us via the chat function in the webshop or send us an email to info@esnero.com . We would also be happy to leave your order with a neighbor or, with your permission, at your doorstep.

I'm missing products or even an entire bag.
If items or bags are missing from your order and you don't need them, you can report the missing items directly through the app or website. To do this, go to "My Account" and select the order where the items are missing. You can then click on "Report Item" and submit your report. You have the option to report the missing items with or without credits (see section 6: How do credits work?). Reports are accepted up to 72 hours after receiving the goods.
If you are missing any products you need, please do not complain online and contact us directly at info@esnero.com .

Can I change my delivery time?
If you'd like to adjust your delivery time, simply go to "My Account" and "View your order details" in the app or on the website. Then, click "Adjust order" and change the delivery time to a suitable available time slot.

Why am I suddenly paying more?
If your order is being billed for more than originally agreed upon, this is due to the items being weighed. Please refer to point 2, "How are my weighed products billed?", for further information.

Would you like to add or change any missing information for the messenger?
You can easily customize your delivery note by simply clicking on "My Account" and "Details of your order" in the app or on the website. Then, click on "Edit the note" to modify or customize the delivery note.

Berlin: Minimum order value & free delivery
The minimum order value you need to reach is €50. We always deliver free of charge for orders over €100. With our Premium Membership, you never pay delivery fees.

Munich, Frankfurt: Minimum order value & free delivery
The minimum order value you need to reach is €50. We always deliver free of charge for orders over €100. With our Premium Membership, you never pay delivery fees.

2. Payment

Can I pay directly upon delivery?
Yes, that's correct. Payment is possible either online or directly upon delivery to your esnero.com courier using a debit/EC card or credit card (Mastercard, Visa, American Express). Alternatively, you can pay online with credit card (Mastercard, Visa), American Express (Amex), instant bank transfer (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 items that need to be weighed (such as some fruits and vegetables or meat), you will be charged a slightly higher amount. This is due to the nature of the items being weighed. In the webshop, you will see an average weight for each item. Of course, you will be charged the actual weight at the end. You can see this directly in the webshop after placing your order. Should you have any questions, please contact our customer service at info@esnero.com .

How will my weighed products be billed?
We offer products whose price is based on weight. The actual weight of these products is not known at the time of ordering and is only finalized upon delivery. You only pay for the actual weight of the product you receive.
Here you can read about the processing for your chosen payment method:
Online payment:
Credit card, Google Pay, Apple Pay: We reserve a 30% prepayment on your credit card for any discrepancies arising from the order value of the products to be weighed. The actual amount will be charged after delivery.
Instant bank transfer (Klarna): We will debit your card with the specified amount, plus a 30% margin of error based on the weight of the products. The difference will be automatically refunded after delivery.
Card payment upon delivery:
The actual weight is determined upon delivery and the final amount will be debited directly from your account.

I paid, but did not receive an order confirmation.
If you haven't received an order confirmation, but the payment is already recorded on your payment method, unfortunately something went wrong. You can place your order again, and please make sure that no item in your shopping cart is out of stock.
Your payment (reservation) will usually be credited back to your original payment method. If you have any questions, you can contact us directly at info@esnero.com .

The amount due was debited from my account twice.
Should your account have been accidentally debited twice via Klarna instant bank transfer, we will automatically cancel one payment and return it to your account.
All other online payment methods use authorization. The amount is only debited once the courier has delivered your goods; we automatically cancel any over-authorization.

How does my payment link work?
If you received a payment link from us, you can easily pay online. Simply open the link in the email and select your preferred payment method. You can pay for your payment link with credit card (Mastercard, Visa), American Express (Amex), instant bank transfer (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.
Go to "My Documents". You will then find your invoice and deposit statement (credit note) available for download as PDFs.

I received a voucher. Where can I redeem it?
Vouchers are credited to your customer account as “credits” (our esnero.com currency) and can be redeemed immediately with your next order.
You can redeem valid vouchers at esnero.com/Gutschein . Simply enter the voucher code in the designated field, and your credits will be automatically added to your customer account. The purchase price will be directly reduced by the discount, or the shipping costs will be deducted. If you are not logged in, you will be prompted to log in or create an account if you don't already have one. This is necessary because otherwise, the credits cannot be applied to your account.

I'd like to give a gift voucher. Where can I find gift vouchers?

1. Register at esnero.com

2. To purchase a voucher, go to esnero.com/gutschein-kaufen
   You choose an amount and pay for the voucher online.
   We will send you the purchased voucher as a PDF to your registered email address.
   You can print the voucher code or give it as a digital gift. It can then be redeemed either below or at the very end of the payment process.

3. Start your shopping with your desired items and use your credit note at the very end of the shopping process - see also "I received a voucher. Where can I redeem it?"

Can I pay by invoice at esnero.com?
We offer payment by invoice for business customers. To take advantage of this, enter your company details under "My Account" and then have customer service activate the "Purchase on Invoice" function for business customers.
As a private customer, you can choose to pay by invoice (plan payment) via Klarna. This can be done directly at checkout. Please register with Klarna to use this option.

Can I pay my esnero.com courier with cash?
Cash payment upon delivery is currently not possible. Please use EC/Giro/debit or credit card (VISA or Mastercard) to pay your esnero.com courier.

3. Transport and delivery

Orders are shipped exclusively via our contracted postal service providers, and no deliveries are made to warehouses or retail outlets. Delivery is made directly to the specified address by the respective courier service. Our couriers work diligently to deliver your order quickly and safely to the desired address.

Our delivery system is designed to provide our customers with the best possible service. Once your order has been shipped, you can easily track its progress and receive notifications about the estimated delivery time. To ensure smooth delivery, we maintain constant contact with our courier service. The entire shipping process is carefully monitored to guarantee that your order arrives safely and on time.

4. Best before date and use-by date of food products

What is the best-before date? What is the use-by date? Are there any differences that could negatively affect my health?

The best-before date (BBD) indicates until when an unopened food product, when stored properly, will retain its specific properties, such as taste, nutritional value, and consistency. It is set by the manufacturer and regulated by the EU Food Information Regulation.

It's important to understand that the "best before" date is not an expiration date. Exceeding the "best before" date does not mean the food is bad or inedible. Many foods are still edible even after the "best before" date has passed, provided they have been stored correctly.

In contrast, a use-by date is common for highly perishable foods such as fresh meat or fish. These products should no longer be consumed after the use-by date, as this can be harmful to health.

How can I find out when products that are currently sold out will be available again?

Sold-out products are highlighted in gray in the webshop. Since we rely on information from our suppliers and delivery times can change, the expected delivery date for the product is usually displayed in red. You also have the option to be automatically notified as soon as the product is back in stock. If you require further information, please feel free to contact our customer service at info@esnero.com . Our colleagues will provide you with the requested information about your favorite product as quickly as possible.

Can I eat the products from the "Rescue Food" category without any concerns?

Yes, you can safely consume the products in the "Save Food" category. These products are nearing their expiration date and are offered at reduced prices. The expiration dates are clearly displayed in the online shop.

6. Complaints, online complaint management and general feedback

What happens if your esnero.com courier is late?

If we are unable to deliver your order on time, we will contact you directly via SMS, app (push notification), or phone. The message will explain the expected delay of the esnero.com courier.

What do I do if I receive broken or damaged products, or if products are missing?

In these cases, please contact our customer service at info@esnero.com . You can also use the form you receive by email after delivery or our online complaint management system. You can find more information below.

Where can I turn in case of a complaint or for suggestions for improvement?

For complaints or suggestions for improvement, please contact us via one of our communication channels. You can reach us by email at info@esnero.com , use the chat in the webshop, or contact us on Facebook and Instagram. Of course, you can also use our online complaint management system. You can find more information below.

Where and how can I cancel an order?

Our customer service team is solely responsible for cancellations. If you wish to cancel your order, please send us an email to info@esnero.com or contact us via the chat function in the webshop. Upon request, we can also deliver the order to a neighbor or, with your permission, leave it at your door.

How does the online complaint management system work?

In your customer account, under "Past Purchases," you'll find the "Order Details" option. There, you can click the "Return Item" button. You can also return your last order via the website or use the email you receive after delivery asking you to rate your customer satisfaction.

What should I do if I can't find the "Return item" button?

There could be various reasons why the button is not visible. In any case, you can file a complaint about the product through our customer service.

How long can I file an online complaint regarding this function in the webshop?

Complaints can be submitted via the online complaint management system up to 72 hours after 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 I have already submitted?

It is possible to return another item from the same order, but not the same item multiple times. If you wish to change or cancel a complaint you have already submitted, please contact our customer service. Please ensure you contact us during business hours, between 6:00 AM and 10:30 PM.

What should I do if I received an extra item?

If you received an item that wasn't part of your order, we're sorry. You can keep the item – especially if it's non-perishable goods like baked goods, fruit, or vegetables. However, if it's a durable product, please contact our customer service.

Can I report a problem without making a complaint about a product?

Yes, you can use the "I don't want credits, I just want to report a problem" button if you only want to report a problem without making a claim on any goods.

What happens to attached photos after they are sent?

Photos of damaged or defective goods will be forwarded to the relevant department within our company. These photos help us improve our service. For your security: We will not share your photos with third parties, but please ensure that no personal data is visible in accordance with the GDPR.

7. Account

Where can I change my account details?

You can update your account details under "My Account" on the website. You can only change your name and phone number via the website. This is also possible if you log in directly to the website on your mobile phone or tablet.

How can I change my email address?

Please contact our customer service directly at info@esnero.com .

How can I change my phone number?

You can change your phone number directly on the website under "My Account". To do this, log in to the website, click on the circle with your initials in the upper right corner, and then click on "My Account". Your information will then be displayed on the left, and you can adjust it 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 top right corner of the website. You can then 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 newsletters and service information to your liking under "My Account" on the website (not possible via the app) in the notification settings.