FAQ
Order
How do I find my item in the online store?
You can use the “Enter search term...” field to display the desired items directly. Enter a term that best describes the item or the item number, if known, and confirm your search with the “Enter” key. Alternatively, you can also browse through our categories, e.g. “Healthy cooking”. If you point to the category with the mouse, you will also be shown all the subcategories that you can then select.
Do I have to register to place an order in the online store?
No, you don't have to. You can simply order online from us as a guest and your data will only be stored by us to a minimal extent. However, on the way to the checkout you will be asked to enter the personal data that we need from you to deliver the goods. If you do not wish to create a customer account, please leave the “Password” field blank. However, registering with a customer account offers you many advantages:
- Your preferred addresses are already saved and you do not need to enter all the data again
- You have an overview of your previous orders
- As a registered customer, you will be the very first to find out about special offers and reduced prices
Can I also order by phone or e-mail?
Of course you can also order by phone or e-mail. Our customer service team looks forward to your call Monday to Friday between 9 a.m. and 2 p.m. on 04173-581 800 or your order by e-mail to service@golden-peanut.de. You will find the contact form in the footer of our homepage under “Service” - “Contact us”.
Deliveries outside the EU:
Due to the VAT reform at EU level since 01.07.2021 in the context of cross-border online trade with consumers, the VAT of the respective country of delivery is owed directly and we must also charge the VAT accordingly as part of your orders. Please note that as soon as you have entered the delivery address in another EU country, the product prices will be adjusted to the respective VAT rate.
How can I find out whether my order has been received in the online store?
As soon as we have received your order, an order confirmation will be sent to you electronically by e-mail. If you have not received this, please also check your spam folder.
Payment
How can I pay?
We offer our customers a variety of payment methods, which can be viewed in the footer under “Payment methods”.
Do I have to pay double shipping costs if I place two orders in one day?
Your order is always free of shipping costs within Germany. Depending on the delivery address abroad, shipping costs will be charged per order. Unfortunately, it is not possible to combine different orders at a later date.
Delivery / Shipping
Which logistics company will be used to ship my parcel?
We ship all orders exclusively with DHL Paket. You will receive an e-mail confirmation with a link to track your shipment.
How can I track the status of my delivery?
As soon as your DHL delivery leaves our warehouse, you will receive a shipping confirmation by e-mail. This contains your shipment number, which you can track to your destination in the DHL tracking online portal. If you have not received this, please also check your spam folder or contact our customer service.
What happens if I am not at home at the time of delivery?
To track the time of expected delivery, to arrange another day for delivery or to arrange a drop-off location, please use DHL's digital shipment tracking, which you can access via this link.
If the delivery person is unable to find you, DHL will hand the parcel to a neighbor or resident at the specified address against confirmation of receipt or leave it at the agreed drop-off location. If the DHL parcel cannot be delivered to a replacement recipient, you will receive a notification card with which you can collect your parcel from the specified post office within seven working days. If the DHL parcel is not collected within the storage period, it is deemed undeliverable and will be returned to us. This causes costs and annoyance. Therefore, please make sure that you collect ordered goods that are held for you in the parcel store promptly.
Can I also have parcels delivered to a PACKSTATION?
Yes, DHL also delivers to a PACKSTATION. Please remember the postcode when entering your parcel and find out in advance what the maximum weight of your parcel is for a Packstation.
Can I have my order delivered to a different address/delivery address?
You can change the delivery address during the ordering process. Please note that customer = invoice recipient. We cannot change the invoices afterwards as they are generated and sent automatically.
Personal data
Where can I view, change or delete my data?
If you have registered, a customer account has been created for you. Your personal customer account can be viewed at any time in the “My account” area. There you can change your data and view your orders. To log in, enter your user name and your personal password.
What happens if I forget my access data?
Go to “My account” and then click on the “Forgot password” field. You will then be asked to enter your e-mail address. You will receive an e-mail with a link to change your password with a temporary password. Once you have logged in again with the temporary password, you can assign yourself a new password.
How is my personal data handled?
We strictly adhere to the General Data Protection Regulation (GDPR). You can find out which data we use in the footer of the website under “Legal issues” - “Privacy”
Complaints / Returns
What should I do if the wrong item has been sent?
If you have received the wrong item, please send us an e-mail to .
To simplify processing, please send us photos that we can use to correctly assess your request. Your customer number is important and helpful for quick processing.
I ordered the wrong item. What do I have to do?
If you have ordered an item incorrectly by mistake, we will not cover the return costs. In this case, a short note with your customer number or order number is sufficient. Please include this in the package and send it back to us postage paid - please do not send it freight collect. As soon as we have received and checked the goods, we will credit you the purchase price and refund it to the original method of payment.
If you have any further questions that we have not answered here, please contact our customer service team.
Where do I have to send my return?
Please send the package to:
Golden Peanut
(Returns department)
Buchenring 26 A
21272 Egestorf
How sustainable is Golden Peanut's approach to packaging and our environment?
Our packaging
We only use flavor-safe and food-safe packaging with an EU certificate of conformity for filling our products. The filling material in the shipping cartons is completely recyclable and bears the “Blue Angel” symbol.