Frequently Asked Questions (FAQ)
Thanks for stopping by! Take a look at the most common questions from your fellow customers. In case you are still not sure, or have additional questions, we’ll gladly answer them via email (email@example.com) or phone (+49 30 8093 2855) at any time!
About us and what we do
Why should I buy from you?
Because we’re nice people - just like you :). No honestly, we offer your favourite everyday products at everyday low prices (most likely a lot cheaper than your local supermarket does). We see a future of you buying your fresh goods locally and supporting your community, while saving on all your basic needs with us (think grocery staples, cleaning products, household essentials, bath & beauty, pet foods or beverages). Chances are that these products are produced in a central factory for most of Europe anyway, so why not shop them conveniently at the best prices?
How can you be cheaper than my local supermarket?
- We have a centralized setup (one place where we stock and handle items for all of our European customers), hence no need to maintain expensive store and distribution networks
- We avoid middle men in the supply chain wherever possible (buying direct from source wherever possible)
- We offer larger product sizes or bundles (like only wholesalers usually do)
- We source our products throughout the entire European Union - it’s like you going on a holiday (or intentionally crossing the border) and bringing back specific products you know are cheaper (or more widely available) than in your home country. We’re taking that idea to the next level to allow everyone in the EU to benefit from the principle of the “single market”)
- We are an online-only retailer, focused on dry goods - which means we don’t need to maintain any expensive stores or energy-intensive refrigeration in our distribution, allowing us to pass all of those savings onto you!
What are the reference prices you are showing?
We are constantly monitoring the prices of our products at both online stores and supermarkets across Europe. Our website will dynamically adjust the reference prices relative to your location in Europe (e.g. when you’re browsing our page from Sweden, you should be seeing reference prices that relate to your local supermarkets - such as ICA, COOP and Mathem).
Are you a real company? How can I trust you?
No, we will not run away with your money :). Trust is something you build over time, and we have been working hard to make our customers happy ever since launching the platform in January 2017. We suggest you check some of our reviews on Facebook, otherwise you can always reach out to us at firstname.lastname@example.org or call Mo-Fr at +49 30 8093 2855 for any questions.
Read more about our vision and mission here.
The ordering process
How does the ordering process work?
- Browse our shop and add items to your cart (using +/- buttons next to products)
- After reaching the min. order value, start the "Checkout" by agreeing to our Terms & Conditions
- Enter your personal information and any discount/voucher code (if applicable)
- Complete your order by paying safely with Credit Card or Paypal (all payments made in Euro)
- Select and pay for a shipping service of your choice (learn more about shipping here)
- You will receive a confirmation and regular status updates for your order via email
Where do I enter voucher codes?
Please enter and apply your discount code during the checkout process before the payment.
How much does shipping cost, and how long does it take?
Shipping cost and speed of delivery depend on your order volume/weight, your location, and most importantly the shipping service you book. As a rule of thumb however, you may assume ~10€ for every 25kg of goods, dispatched within 2 working days of placing your order (= approx. 5-7 working days until goods arrive). For your convenience, we are displaying a shipping widget on the bottom right of the website, showing rate options and costs as you shop. More information about shipping here.
Why do I have to book shipping separately?
We're virtualizing the principles of cross-border trade, where you as a private individual go to shop in another EU country (in this case at discandooo in Germany) and then transport your good back yourself for personal use (in this case, instead of using your personal car, you are personally booking shipping with an agent to transport goods on your behalf). This way, according to the European law of the single market, you only need to pay taxes in the country of origin (in this case Germany).
How do I book shipping?
Shipping is booked after the purchase of goods on discandooo.com. You will be presented with options on the final page of the discandooo checkout, and you may find further details on our shipping page.
What is CROBO?
CROBO.eu helps private individuals to transport goods within Europe for personal use/consumption (“European Private Import”) - more information here. Since CROBO is very much aligned with our vision to open up the European (consumer goods) market, we have integrated with them for your convenience (e.g. to view shipping options and rates while you shop, and to book shipping following the purchase of goods in the discandooo checkout).
What if products are missing or arrive damaged?
In the rare case of packing errors in our warehouse, or transport damages, please email us your order details + photos to email@example.com. We will gladly issue a refund and/or make sure you are compensated in other ways you may prefer.
What about taxes? Is this legal?
All prices on discandooo.com contain German VAT + excise duties (because we are a German registered trading company). As long as the goods are for private use/consumption and transported yourself (either personally, or by organising your own/independent transport), you are free to move these goods to any location within the European Union, including your home address, without paying any additional taxes (principle of free movement of goods). You can watch the principles we are virtualizing “live” at any border shop across the EU (e.g. more than 40.000 Danes are crossing the border into Germany every day to shop and transport back consumer goods).
“There are no limits on what private persons can buy and take with them when they travel between EU countries, as long as the products purchased are for personal use and not for resale, with exception of new means of transport. Taxes (VAT and excise) will be included in the price of the products in the Member State of purchase and no further payment of taxes can be due in any other Member State.” (source)
For alcoholic beverages, limits on purchases for personal use is defined as:
- spirit drinks 10 litres
- intermediate products 20 litres
- wines (including a maximum of 60 litres of sparkling wines) 90 litres
- beers 110 litres
Please note that we will only pick & pack orders up to the above limits!
After you ordered
Can I change or update my order after it was paid?
Unfortunately our system does not allow to change an order after it has been placed (this has mainly security and compliance reasons), however - as long as your order has not been fulfilled/shipped - we can offer to cancel the order (incl. a refund to your account), and you may place a new order as per your heart’s desire.
Why do I receive my order in different shipments?
There is a maximum volume/weight that a single package can hold - depending on the shipping carrier and service selected, it varies between 20-35 kg. If your order is above these limits, we will have to split up your order in multiple shipments.
Why is my order only partially fulfilled?
Sometimes not all items from your order are 100% available in stock. In such cases we often decide to dispatch part of your order ahead of time (to not make you wait unnecessarily), while we wait for the remaining/missing items to be restocked (which will then be shipped in a second wave).
I forgot to use my discount code – can you apply it for me?
Unfortunately we cannot apply discounts after an order was placed (mainly for security and compliance reasons), but we can make “special arrangements” for you to use a voucher for a subsequent order with us. Please email to firstname.lastname@example.org with details, and we’ll happily help out!
Why is my product refund lower than the product price?
Most likely your order contained a discount code (e.g. 5% off). In such case, an item worth 10€ (standard product price) would have effectively cost you 9,5€. Therefore, if this item is refunded, you will receive back 9,5€ (instead of the standard product price of 10€).
How can I change a wrong (email) address?
Sure thing! Simply email us to email@example.com with your order details, and what exactly you want changed, and we will action it for you right away.