Frequently Asked Questions (FAQ)
Here you’ll find quick answers to the most important questions. For detailed information on prohibited items, please visit our Restrictions & Prohibited Items page. All legal details are governed by our Terms and Conditions.
Account & Membership
Is registration free?
Yes, absolutely! Creating your account and providing your personal German address are completely free. There are no hidden base fees—you’re only charged when you actually have a package forwarded.
Is there a monthly subscription or commitment?
No. We operate on the simple “pay-per-parcel” principle: You pay flexibly per shipment in euros, with no ongoing fixed costs or subscriptions.
Can businesses and companies also use the service?
Yes, both private customers and businesses are welcome to use our service. See our Terms and Conditions for more details.
Address & Receipt
What does my German shipping address look like?
Your address is structured as follows:
[Your first and last name]
c/o DE2EU-[Your mailbox ID]
[Street + house number]
[ZIP code] [City]
GERMANY
You can find the exact format on the“Address and ID”page.
Where can I find my mailbox ID if I’ve forgotten it?
You’ll find your ID immediately after logging in to your customer account, below your address display. If you don’t have access, our support team will be happy to assist you via email after a brief identity verification.
What happens if the Mailbox ID is missing from the package?
Without the ID, sorting the package at the warehouse can be significantly delayed. In this case, please email us the tracking number, the sender’s name, and your full name immediately. If a package cannot be assigned at all, we may have to return it to the sender as undeliverable.
How soon will I see an arrived package in my account?
Our goal is to record incoming packages in your account on the same business day. The exact time depends on the daily delivery schedules of the shipping carriers.
Shipping, Borders & Returns
What types of goods do you forward?
In general, we forward almost anything that isn’t prohibited by law or on our exclusion list—provided that the online store, shipping carrier, and destination country allow the item. You can find the complete overview under Restrictions.
Do you ship to the UK, the US, or other third countries?
No. Currently, we forward packages exclusively to delivery addresses within the European Union (EU). Shipping to non-EU countries (including the UK, the US, or EEA third countries) is not yet possible.
Do you accept cash-on-delivery (COD) shipments?
No, our warehouse cannot accept cash-on-delivery (COD) shipments.
How long can my packages stay in the warehouse?
We provide a free 14-day storage period for you. If you’re unable to arrange forwarding within this period, please contact us.
You can find the exact and binding deadlines, as well as any associated costs, on our pricing page and in the Terms and Conditions.
Can I combine multiple packages into a single shipment (bundling)?
We do not currently offer automatic package bundling.
Can you return a package to the original store (return)?
Yes, upon request, we can arrange a return to the sender’s store—provided the store accepts returns from our warehouse. A processing fee plus shipping costs applies for this service.
Payment & Legal Information
How and with what do I pay?
Payment is conveniently made directly through your customer account in euros before the shipping order is processed. We support common payment methods such as credit cards and other online payment options (processed via Stripe / Mollie).
When does my package leave the warehouse?
As soon as your shipping order is paid in full, the package usually leaves our warehouse the same day or, at the latest, the next business day.