Track your order
Every order is tracked. This page explains how to find the tracking, what the usual states mean, and the point at which it is worth writing to us instead of waiting.
Where to find your tracking
When we hand the parcel to the carrier we mark the order as dispatched and enter the tracking number. That triggers a dispatch email to the address you used at checkout, and the tracking number is in it. If you created an account, the same information sits under your orders. If you ordered as a guest, the email is the only copy — so keep it.
If that email has not arrived, check the spam folder and check that the address you gave at checkout was spelled correctly. A mistyped address is the single most common reason for a missing dispatch email.
What the timings are
- Order placed. Nothing to track yet. On the day you order, an empty tracking page is normal.
- Dispatched. Within one business day of the order. Orders placed at a weekend or on a German public holiday go out on the next business day.
- In transit. The first carrier scan can take several hours to appear after we hand the parcel over. Until then the tracking page may say nothing has been received.
- Delivered. Within Germany, 2 to 4 business days after dispatch for standard delivery.
The tracking page is run by the carrier, not by us. We see the same information you do.
When to write to us
Write to shcommerce@outlook.com with your order number if any of these is true:
- More than two business days have passed since you ordered and you have had no dispatch email.
- Tracking exists but has not moved for three business days or more.
- The parcel is marked delivered and you do not have it. Check with neighbours and look for a card first — carriers often leave parcels next door.
- The parcel arrived damaged, or the bottle inside is broken. Send a photograph with the message.
We will chase the carrier on your behalf and, where a parcel is genuinely lost, send a replacement or refund you. You do not have to deal with the carrier yourself.
Changing where it goes
Tell us as early as you can. Before the parcel is handed over we can usually change the delivery address or stop the order altogether. Once it has left us we cannot redirect it, and the way to undo the order is to refuse the delivery or send it back — see shipping and returns.
Sending it back
You have the statutory 14-day right of withdrawal, and on top of that 60 days from delivery to return an opened bottle for a refund. Neither needs a reason.