Frequently asked questions

How long will my order take?

We ship all orders received by 12 noon on the same day or the following day.

All other orders are shipped the next day between Monday and Friday and arrive within 3-4 business days.

When will my order be shipped when I pay in advance?

If you have selected the payment in advance option, your order is shipped as soon as the money is received in our account held at Sparkasse.

This usually takes 1-3 business days after you have instructed the bank to make the transaction.

What is the shipping fee?

The shipping fee within Germany is €5.90 - regardless of the order quantity - to 48 bottles.

How do I pay for my order?

In our online shop you can pay by credit card (Visa/MasterCard), PayPal, debit and payment in advance.

If you have opted for payment in advance, please send your payment to:

Der Berentzen Hof GmbH

IBAN: DE80 2003 0000 0016 1265 81

BIC: HYVEDEMM300

Reason for payment: Your order number

I am being asked for a 3D secure code - what is this?

The 3D secure code is a process that ensures increased security for payment transactions made with Visa and MasterCard. The owner of the credit card (i.e. you) sets a unique security code and a greeting with the local bank/or the Bank which issued the credit card.

The point of time as to when you need to enter your personal 3D secure code is determined by the card-issuing institution and is unattached from our online shop.

How long will it be until my credit card is charged?

The authorised amount (invoice amount) will be reserved on your credit card immediately after completing the purchase and charged a short time thereafter. Your account will then be debited the normal billing mode by your credit card.

How do I get my money back in the case of a return?

In the case of a return we will refund your advance payment back to you as soon as the package arrives at our premises or there is evidence to say that the goods have been sent back to us. 

Typically, we will refund your payment using the payment method that you have used in paying for your order.

This means we will reimburse your money to your PayPal account if you initially paid for your order using PayPal etc.

In the case of a return we will refund your advance payment back to you as soon as the package arrives at our premises. 

Typically, we will refund your payment using the payment method that you have used in paying for your order.

This means we will reimburse your money to your PayPal account if you initially paid for your order using PayPal etc.

If you have paid in advance, please send us your bank details by email or give us a call, Tel. 05961 502 515. In the case of a return we will refund your advance payment back to you as soon as the package arrives at our premises. 

Typically, we will refund your payment using the payment method that you have used in paying for your order.

This means we will reimburse your money to your PayPal account if you initially paid for your order using PayPal etc.

If you have paid in advance, please send us your bank details by email or give us a call, Tel. 05961 502 515. 

Can I track my shipment?

If you have specified an email address you will be notified once your package is shipped. Along with the shipping confirmation, you will receive a tracking number with which you can track your shipment via the DHL website(www.dhl.de).

If you have created an account, you can find the tracking number under your order overview.

Should your shipment not have arrived within the specified time then please feel free to contact us

What happens when good arrive damaged?

In this case our shipping insurance will cover the shipment.

Please send us a photo as evidence that the shipment was damaged and we will immediately reimburse you without hesitation.

International order

We ship to Germany only.

The shipping fee per order within Germany is €5.90.

Still have questions? Please don’t hesitate to contact us. We are here to help at anytime!

Can I receive advertising or sponsorship articles from you?

Unfortunately, we have refrained from further sponsoring or the distribution of any kind of promotional goods as there are now simply too many inquiries.

We kindly ask for your understanding.

Can you please name retailers in my area where I can buy your articles?

Unfortunately, we can not tell you which retailers in your area sell our articles because every supermarket selects their own range of products to sell, independent to other supermarkets.

Simply place your order directly in our online shop.