How can we help you?
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.
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.
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.
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.
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.
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.
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 listed 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.
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.
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.
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.
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