Frequently asked questions

For eligible store products, standard delivery within Germany starts at €7.99 and is free from €100. For available European destinations, it starts at €9.99 and is free from €120.

Costs depend on the destination, weight and products. Accessories shipped by partners have their own rates; these thresholds do not automatically apply to them. The total is shown before payment.

Configured standard delivery destinations are Germany, Austria, Belgium, Czechia, Denmark, France, Italy, Luxembourg, Monaco, the Netherlands, Poland, Slovakia, Slovenia, Spain, Sweden and Hungary.

Availability depends on the address and products in your order. Chilled or frozen products and accessories may have different conditions.

Indicative standard delivery times are 2–5 working days within Germany and 3–7 working days to available European destinations, as set out in the shipping policy.

Public holidays and dispatch days for perishable products can affect timing. Accessories made and shipped separately may have different lead times; check the product and order information.

After dispatch, you receive tracking information. Use the link in your shipping notification. If an order is split into several parcels, they may have different tracking numbers and arrival dates.

If you cannot find the notification, check your spam folder or contact us with your order number.

Check that the address and products are suitable before ordering. For chilled or frozen products, ask us for confirmation first. Do not assume all items can be delivered to a collection point.

Cured meats and other perishable products are dispatched on Monday, Tuesday and Wednesday. These are dispatch days, not a promise of same-day delivery. Public holidays may affect the schedule.

Frozen products are available for delivery from October to May. From June to September, they are not available for delivery because of high temperatures.

Check product and destination availability before ordering.

We use insulated packaging and gel packs for cured meats and dairy products. On arrival, check the parcel and follow the storage instructions on each product label.

If you notice a problem with a product’s condition, contact us as soon as possible. Do not consume a product you have reason to believe is spoiled.

The payment methods available for your order are shown at checkout before payment. Depending on availability, device and destination, these may include cards, PayPal, Apple Pay or Google Pay.

Contact us as soon as possible with your order number and the change you need. Changes to the address or products depend on the stage of preparation or production; once dispatched, a change is not always possible.

This process does not limit your statutory right of withdrawal where applicable.

We contact you to agree on a solution: a refund for the unavailable product or, with your consent, a replacement. We do not choose a substitute without your agreement.

Some accessories are made and shipped by production partners. Shipping costs, lead times and parcels may be separate from those for food products.

DorDeCasa remains your contact for an order placed in our store. Before returning an accessory, confirm the return address with us.

Consumers generally have a 14-day statutory right of withdrawal for eligible goods. Separately, we offer a 30-day voluntary return, subject to the conditions in our refund policy.

Legal exceptions apply, for example to rapidly perishable or personalised goods. Not all food is automatically excluded. Rights concerning defective products apply separately.

Contact us with your order number and a description of the problem. Photos of the product, label and packaging are helpful if you can provide them. For chilled or frozen food, contact us as soon as possible.

We help find the appropriate solution in line with your statutory rights. Our request for prompt contact does not shorten legal deadlines.

For statutory withdrawal, the deadline is no later than 14 days after you notify us of withdrawal. Where legally permitted, we may wait until we receive the goods or proof of dispatch, whichever comes first.

For the 30-day voluntary return, refunds are made within 10 working days of approval. See the policy for full conditions and other refund situations.