FAQ

Your order is dispatched as quickly as possible, usually within 24 to 48 hours provided that the product is in stock and the bank transfer is made in advance. Within the European Union your package is usually delivered within 5 working days (depending on country and region). If you’d like more information take a look at Dispatch & return section.

For express shipping (within Germany), the order will be delivered on the following working day, provided that the order is received by 11 a.m. from Monday through Thursday. For express shipping (to Austria, Switzerland, France, Italy and Denmark), the order will be delivered within 1–2 working days, provided the order is received by 11 a.m. from Monday through Wednesday.

We deliver within Germany, Austria and Switzerland (standard and express shipping) as well as to other European countries (standard shipping; express shipping is only available to France, Italy and Denmark).

It is difficult to answer this question as each product has a different best-before-date (BBD).

You are welcome to call our customer service (09433-2041-3300) and ask for the BBD of your desired products. Our customer service wil be happy to tell you the BBDs of the products that are on stock at this moment.

Unfortunately, we are dependent on the manufacturers and an early delivery and sadly we only have limited influence on the products and their BBDs. For our chilled products we always pay close attention that their best before date is at least 10 days. Please also note that some of our products are manufactured in a gentle freshness procedure, thus they are already delivered to us with short BBDs by the manufacturer. Therefore, the life period may possibly be less than 7 days from dispatch.

We of course offer a recycling program. You can dispose of the gel packs in your household garbage, and you can dispose of the insulating elements as a whole in the paper waste. Unfortunately, due to COVID-19 and the hygiene measures we are not allowed to take back the gel packs.

Yes, there are. Each product can be rated by you and other customers. You can find those ratings underneath the descriptions of each product. There you can rate the taste, consistency, nutrition, and the product description in our shop. This does not only help other customers, but it also helps us to evaluate, expand and plan our assortment.

You are always welcome to inform us about any product that you haven’t found in our online shop, yet. We’ll pass your wish right on to our purchasing department. It may be possible that your desired product may soon be added to our product range.

Our product range consists of about 40% organic and/or fair trade products. Some products are not certified as organic and/or fair trade because such certifications are very laborious and expensive. Therefore, many manufacturers/ suppliers go abstain from such certifications even though their standard of raw material production is the same and would often meet the necessary criteria. However, in general we always make sure if and how our producers and suppliers grow/ harvest/ process their raw materials/ products. We pay close attention that these are not purchased on the world market but that everything from purchase to farming is traceable and that it is ethically, morally and ecologically acceptable for us. Of course we are constantly working on offering an increasing number of our products also in organic and fair trade quality in the future!

to abstain from 

Unfortunately, velivery.com has no influence on products of other manufacturers. However, in order to offer our customers high-quality products, preferably without palm oil, we are constantly in contact with our manufacturers. Many manufacturers though will continue to be dependent on this raw material, since it has certain unique qualities other oils do not have. At present, there is no alternative that is more environmentally friendly. Some companies even invest large sums every year in projects to support sustainable cultivation of palm trees and commit themselves to stop deforestation and slash-and-burn clearing of endangered forests and countries.

We also are in close contact with our suppliers trying to bring them to certificate their products and to use alternatives to palm oil. In order to facilitate your search in our shop for products without palm oil, we offer you the possibility to use our product and allergy filter. With this filter you can exclude products containing palm oil from your search results. 

To do this, create a customer account and then send us your customer number and a copy of your ProVeg membership card by email to hello@velivery.com. We will then add the 5% discount to your customer account.

So that we can enter the THNE discount in your master data, we ask you to send us an e-mail stating your THNW membership number and your store customer number to hello@velivery.com. As soon as the discount is entered, the discount will be displayed and deducted directly when you complete your order, provided you are logged in with your account.

So that we can enter the PETA2 discount in your master data, we ask you to send us an e-mail to hello@velivery.com stating your PETA2 membership number and your store customer number. As soon as the discount has been entered, it will be displayed and deducted directly when you complete your order, provided you are logged in with your account.

So that we can enter the Vegi-Card discount in your master data, we ask you to send us an e-mail stating your membership number and your store customer number to hello@velivery.com. As soon as the discount has been entered, it will be displayed and deducted directly when you complete your order, provided you are logged in with your account.

Please contact us immediately via email or by phone in case of missing or damaged products or in case of a wrong delivery. Of course it doesn’t affect your legal warranty rights if you should not contact us promptly. However, by contacting us immediately, you help us to identify the potential source of error and to steadily improve our service for you.

Such technical difficulties are mostly caused by unfavorable browser settings. In this case it is helpful to delete the browser history and cookies, and to lower possibly too high security settings to a standard level. Cookies of the shop must not be blocked, as this can lead to errors during log in or while displaying the page.

If you are still experiencing technical difficulties to log in, please contact us via email or by phone. Our customer service will be happy to assist you. 

Use the search bar in the navigation to search for specific products. You can either enter the product number or name. Or use the detailed search where you can select additional options for more precise results. If you are not searching for a specific product but for a product with specific properties maybe our allergy filter is the best way for you to go.

If you would like to add products to your shopping cart, simply click the blue "Add to shopping cart" button displayed underneath each product. The shopping cart will open on the right side of your screen. By clicking anywhere outside the shopping cart, it then will close, thus allowing you to continue shopping. You can select the desired quantity before adding a product to your shopping cart or adjust the qualities later before checkout. 

If you have added a product to the shopping cart by mistake, you can remove it again. Simply click the button "x" on the right-hand side of any product to remove the unwished product from your shopping cart. Through this, the total price and the remaining quantity is recalculated.

Provided that you have created a customer account either through registration or through a previous order you can easily view your customer account by clicking the “my account” button displayed as a silhouette on the top right corner in our shop. The silhouette icon also functions as a drop down giving you access to your profile, previous orders, and your wish list. You can also set an allergy filter and change your address if needed. 

Speed up your ordering process with a customer account. By only entering your email address and password all your personal details will be filled in automatically, thus saving you the process of filling out the form yourself. 

That is not a problem! Simply click “Forgot your password?” and enter the email address you are registered with. We then will send you an email including the link to reset your password. Upon clicking the link, you will be forwarded to our online shop to set a new password.