Orders

Track your order

Every order gets a tracking number the day it leaves us. Put it in below and we take you straight to the carrier's live page.

Where is your parcel?

Paste the tracking number from your dispatch email. We work out who is carrying it and open their live page.

Opens the carrier's own tracking page in a new tab. Nothing you type here is sent to us or stored.

What happens between order and doormat

  1. Order placedNothing to track yet. An empty carrier page on the first day is normal.
  2. DispatchedWe hand the parcel over, enter the number, and the email goes out to you.
  3. In transitThe first carrier scan can take several hours to appear after hand-over.
  4. Out for deliveryWith a driver, due that day.
  5. DeliveredMarked as handed over. If it is not with you, the section below says what we do.

The tracking page is run by the carrier, not by us. We see exactly what you see.

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. Outside Germany it depends on the destination, and parcels leaving the EU can wait at customs for a few days.

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 contact@aloura.eu 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.