FAQ

We are a UK registered online retailer based in the outskirts of London, selling German food, groceries and beauty & care products. The products are delivered from our UK warehouse. 

All items listed on our website are at our UK warehouse and the prices shown are including VAT. Therefore, you don't have to worry about any of the typical Brexit-related issues like customs, VAT etc.

Using the contact form is the easiest way but you can also reach us via phone (0208 125 4679), email (mail@heimat.one) or on our social channels.

Also, you may want to check out our social channels where we share recipes, news and lots more. We're on Facebook, Instagram and Twitter.

We adhere to all required food safety standards and everyone has been trained accordingly. However, in light of Codi-19, we have implemented a variety of extra measures during these extraordinary times. This includes extra training for everyone handling food, new safety protocols and documentation as well as new protective equipment for all food handlers, including mandatory face masks, heads and gloves.

All deliveries are made safe and contact-free. Where we work with a 3rd party, the drivers are instructed to do the same.

We offer a wide range of German foods, groceries and beauty and care products. But the range grows every day thanks to our partners.

We try our utmost to the provide you with the best quality but things can happen. And therefore, we have a hassle-free returns policy. Just drop us an email (refund@heimat.one). Our partners may have a different approach, so it's a good idea to check their profiles.

All vegetarian and vegan products are clearly marked and can be searched for. Other product attributes e.g. gluten-free will be added shortly.

Products are imported from Germany where we collaborate with the Edeka Group, Germany's No. 1 supermarket as well as other well-established businesses. 

All parcels are sent from the UK warehouse and should be with you within 2-3 days (standard delivery).

We deliver across Mainland UK and Northern Ireland

Delivery across Mainland UK costs £3.90 for standard and £6.90 for premium. It's free for orders above £50. Deliveries to Northern Ireland cost £8.90.

We would be happy to leave your box with your neighbour or in a designated area. Please let us know in the comments section at check-out. If we don't have such information on record, the delivery company will try a second attempt.

Orders are dispatched from the warehouse and handed over to a courier on a daily basis. It usually takes between 2 to 3 days for the order to arrive (standard delivery). 

You can track your parcel via a link that's sent to you via email once the order has been dispatched.

If you experience any issue, please make sure to check the tracking link and if this issue still remains, please do reach out us and we'll investigate it immediately.  

We take data protection rather seriously and have a whole separate section. Click here to read more about the usage and protection of your data.

We collaborate with leading shopping solution and payment providers that are trusted by many shops, not least for their security. Please read our section on data for more information.

Everything related to your orders, can be changed in your account. Please click here

If you have any food allergies, we recommend to not use our service since most items are handled in facilities where nuts and other items that can cause an allergic reactions are being handled. 

Allergies are a very serious topic, so we dedicated a whole selections to this topic. Please click here. In addition, each product page has a detailed list of ingredients which highlights allergenic information.

Ingredients are listed on the product pages. In addition, we have a dedicated online section for this where we list many products with their ingredients. Please click here to read more

Heimat+ is a new functionality launched in 2023. It's a marketplace that allows others who sell relevant products to offer the products at Heimat.one.

Once registered and approved, Heimat partners can sell their own products on Heimat. They set their own prices and shipping costs and, potentially their own terms & conditions. The actual sales happens between you and the Heimat partner. However, any partner and product is subject to the approval of the Heimat team to ensure our quality standards are met. In addition, each partner has to agree to our Partner Terms & Conditions to protect the interest of our customers.

The Heimat+ programme is open to companies and individuals that sell relevant products in the UK. If you're interested, visit our Partner Page and sign up for free.