FAQ

Order

Can I place my order by telephone?

Yes, you can also place your order with us by telephone. Our customer service is available to take your order on weekdays from 8.30 to 17.00 on the following telephone numbers

Phone worldwide: +41 41 511 85 00

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

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Will I receive an order confirmation after placing an order?

Yes, after each successfully completed order you will receive an order confirmation by e-mail. If you did not receive an order confirmation, please check your spam folder first, otherwise please contact our customer service. 

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Can I change or add to my order again after I have successfully placed it?

Yes, you can change your order. Please contact our customer service department either by e-mail or by phone on weekdays from 8.30 to 17.00 on the following telephone numbers:

Phone worldwide: +41 41 511 85 00

DE: 05521 855 3

CH: 041 511 85 00

AT: 0720 51 44 95

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Can I cancel my order?

As long as an order has not yet been shipped, it can be canceled. Please contact our customer service department either by e-mail or by telephone on weekdays from 8.30 to 17.00 on the following telephone numbers:

Phone worldwide: +41 41 511 85 00

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

If the package has already been sent, our customer service will try to set up a parcel stop at DHL.

In rare cases, DHL may still deliver the parcel. In this case you have the option of refusing to accept the delivery.

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I am a corporate client - do I have to pay attention to anything special?

Please register with us as a corporate client by filling out our contact form. Our customer service will then contact you.

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What is the aim of the product reviews?

Your review helps other customers in their future purchase decision and helps us to continuously improve the assortment and quality on myFairtrade. In this way, you also benefit from your feedback! Plus: The product reviews of other customers can in turn help you to learn more about new products.

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What are the guidelines for product reviews?

Product reviews can include your personal experience with the purchased product as well as objective and helpful aspects: How satisfied are you with the product? Would you recommend it to others? Which feature do you particularly like? Are there perhaps points that you like less? Does the product meet your expectations? Does it correspond to the product description in the store? Is the price-performance ratio right?

Please review only the selected product and remain objective. Comments that do not comply with the guidelines will be deleted. We reserve the right to delete comments that do not comply with the health claims approved by the EU.

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Why don't I see my review online?

If your review is not online, it may be for two reasons: It has not yet been reviewed and approved - we ask for a moment of patience here - or it violates our guidelines and has been deleted.

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Do I get a voucher for my review?

If you have reviewed all products of an order, you will receive a voucher for 5% discount on your next purchase. Minimum order value is 25 €. Excluded are already reduced articles, books, bundles and vouchers. The voucher cannot be combined with other discounts.

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Shipping & Delivery

Which shipping methods are available to me?

We offer you to send your goods by DHL standard shipping or DHL Express (in Germany and Austria):

Standard shipping: The delivery time within Germany is usually 1 to 2 working days and in Europe usually 2 to 3 working days. Our parcels are sent exclusively with DHL from our warehouse in Germany.

Express shipping: In Germany and Austria, we offer shipping with DHL Express as an option for orders from Monday to Thursday - by 2 pm at the latest. If you order with DHL Express, your order is guaranteed to be delivered on the next working day, as long as the ordering day is not a public holiday. The costs are 9.90 € for shipping to Germany and 12.90 € for shipping to Austria - regardless of the order amount.

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Can I have my goods delivered to a packing station?

Yes, you have the option of having your order delivered to a German Packstation. This option is only available in Germany.

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Delivery times - how long does it take to receive my order?

The delivery time is usually 1 to 2 working days within Germany and 2 to 3 working days in Europe. Our packages are sent from our warehouse in Germany exclusively by DHL.

The order will be processed within 24 hours - provided the goods are available in stock. If an ordered item is not available, we will reorder it in consultation with the buyer upon request and send the complete order together.

Orders received by us before 12:00 noon (Mo. - Fr.) are usually dispatched on the same day, provided they are in stock.

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What are the shipping costs?

Shipping costs worldwide:
We ship free of charge within the European Union as well as to Switzerland and Liechtenstein for orders of 150 € or more.

Outside the EU, Switzerland, and Liechtenstein we ship free of charge from an order value of 250 €.

Please have a look at the category shipping costs and select a country you would like to have delivered to. This will tell you the shipping costs for an order value of less than 150 € or 250 €.

Shipping costs Germany:
Within Germany and Austria we offer free shipping for orders over 49€.

Shipping costs Germany

Order amount

Shipping costs

Up to 49 €

3.95 €

From 49 €

Free of charge

Shipping costs Austria

Order amount

Shipping costs

Up to 49 €

5.90 €

From 49 €

Free of charge

 

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Can customs duties be imposed?

Deliveries to non-EU countries are subject to additional customs duties, taxes, and fees. You can find more information on customs duties, for example, under this link and on import turnover tax under this link and, specifically for Switzerland, under this link.

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Can I track my order?

As soon as your parcel is dispatched, you will receive a dispatch confirmation including the progress of the shipment by e-mail from us. With the consignment number you can track the progress of your order at any time. We will also inform you about the current status of the parcel proactively via e-mail. You can unsubscribe from these e-mails at any time.

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I have received an article that I have not ordered. How do I proceed?

You have received an incorrect article instead of the one you ordered?

We are very sorry - we did not want to inconvenience you.

Please contact our customer service department either by email or by phone on weekdays from 8.30 to 17.00 on the following numbers to discuss the exact procedure:

Phone worldwide: +41 41 511 85 00

DE: 05521 855

CH: 041 511 85 00

AT: 0720 51 44 95

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I have received a damaged package. How do I proceed?

We are sorry if you have received a damaged parcel. In case of a complaint or a damaged article, we ask you to send us at least 2 to 3 meaningful pictures of the defective article. We will forward your complaint to our complaints department for further examination after receiving the photos and will then contact you with a solution. Please send the photos by e-mail to our customer service.

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I have not received my parcel - what can I do?

Please track your shipment with DHL using the tracking number provided in the shipment confirmation. Possibly the shipment was left with a neighbor or directly with DHL for collection. If this is not the case, please contact our customer service by e-mail or by phone on weekdays from 8.30 am to 5 pm on the following telephone numbers:

Phone worldwide: +41 41 511 85 00 

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

Customer Service will then set up an investigation order with DHL if necessary. In such cases you will of course receive a replacement delivery immediately.

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How can I change the delivery address?

Before sending your order, you can easily change the delivery address yourself under "Delivery address".

Did you forget to update the delivery address when you placed your order? No problem! Simply contact our customer service either by e-mail or by phone on weekdays from 8.30 to 17.00 on the following telephone numbers:

Phone worldwide: +41 41 511 85 00

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

In case the goods are not yet being shipped, we can change the address for you immediately.

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Can I still change my delivery address after I have shipped?

As soon as the ordered goods are in preparation for dispatch or have perhaps already been dispatched, we can no longer change the delivery address.

The consignment has been handed over to the delivery service provider for delivery to the selected delivery address and we no longer have access to it.

If, after unsuccessful delivery attempts, the item is returned to the sender as a postal return, we will be happy to offer you a new delivery. To do so, please contact our customer service either by e-mail or by telephone on weekdays from 8.30 to 17.00 on the following telephone numbers:

Phone worldwide: +41 41 511 85 00

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

Please note that we need about 6 to 8 working days after receipt of the returned order until the item is sent on its way again.

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Return & Refund

How long does my right of return apply?

You can cancel the contract without giving reasons within 14 days after receipt of the goods and return the items. The return period begins on the day you took possession of the goods. Please note that the returned goods must not have deteriorated significantly. This applies if you have only tried out and checked the article, as you would be able and allowed to do in a retail shop.

You can find further information on this under the right of withdrawal.

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Returns - are there any costs for me?

In the case of a return shipment, you bear the direct costs of the return shipment. Please return the goods to us in the original packaging with all accessories and with all packaging components.

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What do I do in case of complaints or damaged items?

In case of a complaint or a damaged article, we ask you to send us at least 2 to 3 meaningful pictures of the defective article. After receiving the photos, we will forward your complaint to our complaints department for further examination and will then contact you with a solution. Please send the photos by e-mail to our customer service.

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How will my return be refunded?

The return shipment will always be credited according to the payment method you chose when ordering.

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How do I return an item?

You can return your parcel to the post office or other shipping service providers of your choice. In the case of a return, you bear the direct costs of the return. Please return the goods to us in the original packaging with all accessories and with all packaging components. Unfortunately, we can only take back unopened food and dietary supplements. If you have any questions regarding the return or if you have lost your return slip, our customer service will be happy to assist you by e-mail or by telephone on weekdays from 8.30 to 17.00 hours on the following telephone numbers

Phone worldwide: +41 41 511 85 00

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

Please send the return to the following address:

Fair Trade Handels AG
c/o VDS Versand- und Datenservice
Schlossstrasse 5
DE-37412 Herzberg am Harz

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What is the refund procedure for the different payment methods?

Credit card:

The credit will be credited back to the debited credit card account. Please note that depending on the credit card provider it may take a few days before the amount is credited to your account.

 

PayPal:

The credit will be credited to your used PayPal account. With PayPal, you can decide whether the amount is deposited on your PayPal account or booked back from there to your bank account.

 

Prepayment:

The credit will be credited to your bank account.

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Right of withdrawal

How can I cancel my order and what happens in case of cancellation?

You have the right to withdraw from this contract within fourteen days without giving reasons.

The withdrawal period is fourteen days from the day on which you or a third party designated by you, other than the carrier, took possession of the goods.

In order to comply with your right of withdrawal, you must inform us (Fair Trade Handels AG, Seidenhofstrasse 2, 6003 Lucerne, [email protected], telephone: +41 41 511 85 00, fax: +41 41 511 85 99) by means of a clear declaration (e.g. a letter, fax or e-mail sent by post) of your decision to revoke this contract. You can use the sample withdrawal form at https://www.myfairtrade.com/media/pdf/83/6b/04/Template-for-withdrawal.pdf, but this is not mandatory.

In order to comply with the withdrawal period, it is sufficient that you send the notification of the withdrawal before the end of the withdrawal period.

Consequences of withdrawal

If you cancel this agreement, we shall reimburse you for all payments we have received from you, including delivery charges (other than any additional charges arising from your choosing a different method of delivery to the cheapest standard delivery offered by us), immediately and no later than 14 days from the date on which we receive notification of your cancellation of this agreement. We will use the same means of payment for this refund as you used for the original transaction unless expressly agreed otherwise with you; in no event will you be charged for this refund. We may refuse to refund until we have received the goods or until you have provided proof that you have returned the goods, whichever is earlier. You must return or hand over the goods to Fair Trade Handels AG | c/o VDS | Schlossstrasse 5 | DE-37412 Herzberg am Harz immediately and in any case within 14 days at the latest from the day on which you inform us of the cancellation of this contract. The deadline is deemed to have been met if you send the goods before the 14-day period has expired.

You shall bear the direct costs of returning the goods.

You will only have to pay for any loss in value of the goods if this loss in value is due to the handling of the goods that is not necessary for checking their condition, properties, and functioning.

Premature expiration of the right of withdrawal

The right of withdrawal expires prematurely in the case of contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.

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Payment

What is the refund procedure for the different payment methods?

Credit card:

The credit will be credited back to the debited credit card account. You can view the chargeback on your current or next credit card statement. 

PayPal:

The credit will be posted back to your used PayPal account. With PayPal, you can decide whether the amount is deposited on your PayPal account or booked back from there to your bank account.

Prepayment:

Credit will be issued to your bank account.

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What do I do if I receive notifications from a collection agency?

If you have received mail from a collection agency, please contact the collection agency directly for clarification.

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How do I find out about existing payment due dates?

We will inform you in good time by e-mail or directly via the order process about due payments for your orders.

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What payment methods are available to me?

- Credit card

- Paypal

- Prepayment by bank transfer

Credit card (Visa/Mastercard)

We accept VISA and Mastercard. Your credit card will only be charged after we have successfully completed the order process. Please check with your bank if additional fees apply.

Paypal/Paypal Express

During the ordering process, you will be redirected to the website of the online provider PayPal. In order to pay the invoice amount via PayPal, you must be registered there or first register, authenticate with your access data and confirm the payment order to us. After submitting the order in the shop, we will ask PayPal to initiate the payment transaction, which will then be carried out automatically by PayPal. You will receive further information during the ordering process.

Prepayment by bank transfer

If you choose the payment method prepayment, we will provide you with our bank details in a separate e-mail and deliver the goods after receipt of payment.

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What changes will PSD2 bring for me?

Since 14 September 2019, you can pay even more securely by credit card, as the new Payment Services Directive 2 (PSD2) came into force on this date. The main innovation introduced by PSD2 is the so-called "strong customer authentication" (also known as "two-factor authentication"), which makes online shopping even safer and is intended to prevent fraud.

What will change for you in concrete terms?

If you order from myfairtrade.com from 14 September 2019 onwards, an extended security check will be carried out for some payment methods, whereby you as a customer must provide two independent proofs of identity for each payment transaction. This ensures that you yourself use your credit card and not a fraudster. The fraudster does not have any other proof of identities such as a PIN or fingerprint.

You can find much more information on PSD2 at the Deutsche Bundesbank. Click here.

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Is secure payment guaranteed at myfairtrade.com?

All personal data will be treated confidentially by myfairtrade.com and in accordance with the relevant legal regulations, in particular those of the Federal Data Protection Act (BDSG). In order to secure your data in online payment transactions, myfairtrade.com protects them by means of the latest encryption techniques such as the Secure Socket Layer (SSL). SSL is a recognised standard protocol that guarantees secure data exchange.

All data used by you to place an order will be transmitted to myfairtrade.com in encrypted form. However, in order to ensure that you surf the internet safely, we still recommend that you regularly change your myfairtrade.com password under "personal data".

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Product and packaging

Who can I get in touch with if I have a question about a specific product?

If you have a question about one of our products, please contact our customer service by e-mail or by phone on weekdays from 8.30 to 17.00 on the following telephone numbers:

Phone worldwide: +41 41 511 85 00

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

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Can I return food?

A refund or exchange of food is only possible if the goods are returned to us unused in their original packaging. Please return the articles to us within 14 days.

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Is the packaging made of environmentally friendly material?

Cans: effective nature's packaging is all 100% free of plasticisers and completely recyclable. In addition, we as a company participate in the dual system (green dot).

Aluminium lining: We are already looking for suitable packaging, but this is not very easy.

The aluminium is covered with a foil to prevent the aluminium from getting into the contents. Without this separating layer, the product would quickly become damp and spoil.

There are already biodegradable packaging materials available, but they are only waterproof for a short time. It will probably take a few more years of development work before the technology is ready for 100% biodegradable, biological and waterproof packaging. However, we are constantly keeping up to date and we will endeavour to change packaging as soon as possible.

Plastic cans for own products: We have chosen PE cans for various reasons. We can assure you that our packaging is food safe and food safe. Most products in our range are packed in PE cans. PE can be completely recycled and has several advantages over packaging made of cardboard or glass.

We would like to use cardboard packaging for our products. Unfortunately, this is not possible because cardboard is not 100% leak-proof and the products in it would quickly become damp. Here PE is the better choice.

(Even supposedly environmentally friendly cardboard cans are not an alternative. They consist of so-called composite material, i.e. a mixture of cardboard, aluminium and foil).

We are always trying to improve our products as well as the packaging material. We are often in discussion with our suppliers about compostable packaging, but currently there is nothing satisfactory on the market. As soon as there is a good alternative, we will use it.

But at the moment, after weighing up all the alternatives, PE is the best option. PE cans can be disposed of in the yellow bag (Germany). In Switzerland, PE cans can be disposed of at large supermarkets in the bins provided.

Aluminium-coated lid: The lid has a so-called inductive heat seal. This lid provides a secure seal to the outside and protects the product. The aluminium foil does not come into contact with the product as it is covered on the inside with a PE film.

The cans are tested before use and are explicitly approved for use with foodstuffs including food supplements.

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I need to have a recommendation regarding the intake - who can I contact?

If you have a question about taking our products, please contact our customer service by email or by phone on weekdays from 8.30 to 17.00 on the following telephone numbers:

Phone worldwide: +41 41 511 85 00

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

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My customer account

How do I change my user data (name, password, e-mail address)?

If you want to change your name, password or e-mail address, please go to "Personal data" in your customer account and change your data.

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My delivery address has changed - what do I have to do?

You can change your delivery address in your customer account under "Delivery address" for future orders.

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How do I change my address?

You can log into your customer account and change your address under "Billing address".

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I have forgotten my password - what do I do now?

If you have forgotten your password, you can simply reset it during login. Please enter the email address by which you registered your user account. We will send you an e-mail to this e-mail address with a link to reset your password. It may take a few minutes for the e-mail to reach you. Please also check your spam folder.

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I have a new email address - will I still receive the newsletter?

Unfortunately, we cannot adjust the subscription for the newsletter. Only you yourself can register for the newsletter or cancel it accordingly.

In your case, you can cancel the subscription via your old email address by clicking on the link (unsubscribe newsletter) at the bottom of your newsletter and then subscribe again with your new email address.

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I want to unsubscribe from the newsletter - what do I have to do?

To unsubscribe from all marketing emails, simply click on the "Unsubscribe Newsletter" button. You will find this unsubscribe link in the footer of every newsletter. You do not have to do anything else.

Should you be interested in receiving information about our products, special offers, etc. in the future, we would be pleased to receive your new registration for our newsletter.

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I did not (no longer) receive the newsletter?

Was the newsletter possibly marked as a SPAM message?

In this case, it is possible that other e-mails from us (e.g. e-mails concerning your order) can no longer be delivered correctly.

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I would like to delete my customer account - how does that work?

To have your customer account deleted, please send us an e-mail to [email protected] Please enter the e-mail address that you used when you registered with myFairtrade. Only then we can really delete your account.

Please remember that we can only delete your account if

- all outstanding amounts have been paid

- you have received all refunds due from us

- none of your orders are on the way to be shipped

 

If any of the above requirements are not met, we cannot immediately delete your account. In this case, we would first ask you to clarify any open issues as far as possible. With regard to outstanding refunds and orders in transit, we ask for your patience.

You can find detailed information about data protection here.

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I do not receive a new password - what do I do now?

If you have not received a new password, you may have placed your previous orders as a guest and therefore have not created a password or customer account. You can order as a guest at any time and do not need a password.

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Corona Update

Will the delivery times change due to the current Covid situation?

Due to the current situation there may be delayed deliveries - this mainly concerns deliveries outside Germany.

If your order has not arrived after three days, please contact our customer service either by e-mail or by phone on weekdays from 8.30 to 17.00 on the following telephone numbers:

Phone worldwide: +41 41 511 85 00

DE: 05521 855 3

CH: 041 511 85 00

AT: 0720 51 44 95

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Has a question not yet been answered?

If you have any further questions or concerns, our customer service will, of course, be happy to assist you either by e-mail or by telephone on weekdays from 8.30 to 17.00 on the following telephone numbers:

Phone worldwide: +41 41 511 85 00

DE: 05521 855 385

CH: 041 511 85 00

AT: 0720 51 44 95

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What measures are taken for partners, employees and secure shipping for customers?

We do our utmost to protect both our employees and our customers and do our part to prevent or at least slow down the spread of the coronavirus.

In our dispatch centre, hygiene measures have been tightened up and their strict observance consistently monitored. Our logistics department processes your orders in close cooperation with our shipping partners and therefore ensures a smooth and safe process

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