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  • Help & Support

    Help & Support

  • Teaser image
  • Office hours:
    Mon-Thu 9.00 a.m. - 04.00 p.m.
    Friday 9.00 a.m. - 12.00 a.m.


    Mail: office@austriansupermarket.com
    Tel.: +43 1 890 10 45

    In the following we have summarized the most frequently asked questions and answers for you. If you don't find what you're looking for here or are looking for personal contact, we look forward to hearing from you!

Questions about your order

    • How can I place an order?

      Once you have decided on an item, you can add it to the shopping cart. Simply click on the button "Add to cart". Then you can go directly to the checkout, make changes in the shopping cart or add more products.

      Note: For configurable items, the desired size or quantity must be selected in advance. Only then can such products be placed in the shopping cart.

    • Do I have to register to shop?

      No, you do not have to create a customer account. You also have the option to complete an order as a guest.

      However, a customer account brings many advantages. You can in your customer account:

      • download invoices
      • Manage delivery and billing addresses
      • view orders and check their status
      • process orders or reorder more easily and quickly
      • Manage newsletter subscriptions
      • Submit product reviews
      • Create wish list
      • Save credit cards
      • Invite friends
    • Can I also order by phone or e-mail?

      Yes, you are welcome to place your order by phone or by e-mail to office@austriansupermarket.com. For data protection reasons, however, we may only place orders for customers via prepayment.

      Note: Please read our terms and conditions before placing your order. Thank you!

      In order for us to place your order, please provide us with the following information:

      • Shipping and billing address
      • Desired products incl. quantity
    • How can I redeem a discount code?

      Please enter the discount code in the shopping cart or at checkout at the step "Overview and payment" under "Apply discount code" and click on "Apply discount".

    • How can I redeem a value coupon or coupon code?

      A value coupon or voucher code can be easily redeemed at the checkout, at the step "Overview and payment". Enter the code under "Gift cards" and click on "Activate".

    • Can I order as a commercial customer?

      Of course - in this case just enter the company wording at the checkout in the step "Shipping", for this you only have to check the box "This is a company order".

      Note: The payment method "purchase on account" (Klarna) is excluded here, because this is a payment service provider for private customers.

    • Is there a special offer for resellers/B2B customers?

      Yes, we offer special conditions for resellers and B2B customers. You can find all information about our current offer here.

    • Why have I not received an order confirmation email?

      Unfortunately, it can sometimes happen that the order confirmation ends up in the spam folder or was caught by a spam filter. Please also check if your mailbox is full and therefore no more emails can be received. 

      Another reason for this could be that a typing error occurred when entering the e-mail address or that the order process was not completed correctly. 

    • Where can I view my orders?

      If you have a customer account, you will find an overview under "My orders". Here you can see your orders at a glance, including the order number, the order date, the purchase amount and the status.

      In addition, you have the option to view the details - simply click on "View order" for the respective order. Furthermore, there is also the possibility to reorder, but this is only possible if all products are currently available. If this is the case, "Reorder" will be displayed next to the order.  

      If you have ordered as a guest, you can check the status and the invoice of your order at any time here.

    • Why has my order not been delivered yet?

      All important information regarding shipping, delivery time and delivery can be found here. On the day of shipment you will receive a shipping confirmation including tracking number by e-mail.

      Note: Please note that for the payment methods "Prepayment" and "Sofortüberweisung" the delivery period begins only after receipt of payment and that on Saturdays, Sundays and (regional and Austrian) holidays no shipping and no delivery will take place.

      If there is a delay in delivery, you will be automatically informed by e-mail.

    • How can I cancel my order or individual products?

      Please contact our support team in case of cancellation of your order or individual products. As long as your order has not been prepared for shipment, we will try to fulfill your cancellation request.

      In order for a cancellation to be processed - if still possible - please be sure to include the following information with your request:

      • First and last name
      • Order number
      • Exact cancellation request
    • Can I add products after completing my order?

      We cannot add any more products to already completed and paid orders for privacy reasons. With the request for understanding. Thank you! 

      Note: For orders not yet paid via prepayment, we can perform a cancellation on request and a new order can be completed immediately. Please contact our support team in such a case.

    • Can I change the shipping and/or billing address after completing the order?

      Please contact our support team in case of change of shipping and/or billing address. As long as your order has not been prepared for shipment, we will try to fulfill your change request.

      In order for a change to be made - if still possible - please be sure to include the following information with your request:

      • First and last name
      • Order number
      • Exact change request
    • Why have I received only part of my order?

      Due to weather conditions and special shipping requirements of some products, it may happen that some orders arrive in several deliveries. For each partial delivery you will receive a separate shipping confirmation including tracking number.

      Please do not be surprised if not all products are listed in a shipping confirmation. The outstanding products will be delivered as soon as possible.

      If a (subsequent) delivery is not possible, you will be informed separately.

    • Why are not all ordered products listed in the shipping confirmation?

      It may happen that some orders arrive in several deliveries. For each partial delivery you will receive a separate shipping confirmation including tracking number.

      Please do not be surprised if not all products are listed in a shipping confirmation. The outstanding products will be delivered as soon as possible.

      If a (subsequent) delivery is not possible, you will be informed separately.

    • What do I do if my order arrived damaged?

      Please take photos of the damage - of the damaged product, of the inner and outer packaging - and send them to us at office@austriansupermarket.com as soon as possible. Thank you.

      These photos are important to make a damage claim with our shipping partner - otherwise, unfortunately, we will not be compensated for the damage. Thank you for your support. 

      As a customer you will of course receive a replacement delivery, a value voucher or a credit bill (= refund) in such a case.

Questions about the customer account

    • Where can I create a customer account?

      Here you can create your personal customer account at any time.

      As soon as you have entered your data, you will receive a confirmation link by e-mail. If you have not received an email, please check your spam folder. If necessary, you can also contact our support team.

    • How do I use my customer account?

      Please log in to your customer account before you start the order process. To do this, simply click on the button "Account", which is visible in the upper area of the store (right).

      Note: You can enter multiple billing and shipping addresses in your account under "My Addresses". This makes the ordering process easier and you do not have to fill in the delivery and billing address for every order. You can also save credit cards in your account at any time.

      If you have already stored addresses, you can start the ordering process at any time. Put the desired products in the shopping cart and then go to "Checkout". After that you can select the desired address in the first step "Shipping" by clicking on "Send here" and click on the button "Next". In the second and last step you can select the payment method, possibly enter another billing address (if different from the delivery address) and complete your order by clicking on the button "Order with costs".

    • What advantages do I have with a customer account?

      If you create a customer account with us, you will enjoy many benefits.

      You can in your account:

      • download invoices
      • Manage shipping and billing addresses
      • view orders and check their status
      • process and reorder orders faster and easier
      • Manage newsletter subscriptions
      • Submit product reviews
      • Create wish list
      • Save credit cards
      • Invite friends
    • How can I change my shipping and/or billing addresses in the customer account?

      If you want to make changes to addresses already stored, simply click on "My addresses" in your customer account. Here you can change, delete or add shipping and billing addresses at any time.

    • How can I change my email address and/or password in the customer account?

      You can easily change your e-mail address and password at any time in your customer account under "Account information".

    • I have forgotten my password, what should I do?

      You can easily reset your password here. Enter your email address and click on "Reset my password". After that you will automatically receive an email, your old password will be reset and you can enter a new password.

      If you have any questions or technical problems, you can of course contact our support team.

    • How can I delete my customer account?

      If you would like to delete your customer account with us, please contact our support team.

      To ensure that your customer account and the stored customer data can be deleted properly and in accordance with the DSGVO regulations, please be sure to provide us with the following information in your request:

      • First and last name
      • E-mail address

Payment questions

    • What are the payment methods?

      You can find all information about the current payment methods in the footer.

    • Where can I find the invoice for my order?

      You can download invoices at any time in your customer account or (without an account) here.

      Note: For orders via purchase on account (Klarna), the invoice will be sent to you directly by the payment service provider Klarna after the goods have been shipped.

Shipping & Returns Questions

    • How long does the delivery take?

      All important information regarding shipping, delivery time and delivery can be found here. On the day of shipment you will receive a shipping confirmation including tracking number by e-mail.

      Note: Please note that for the payment methods "Prepayment" and "Sofortüberweisung" the delivery period begins only after receipt of payment and that on Saturdays, Sundays and (regional and Austrian) holidays no shipping and no delivery will take place.

      If there is a delay in delivery, you will be automatically informed by e-mail.

    • How much are the shipping costs?

      All important information regarding shipping costs can be found here.

    • With which shipping partner are the packages sent?

      All important information regarding shipping, delivery time and delivery can be found here.

    • To which countries do you deliver?

      All important information regarding shipping, delivery time and delivery can be found here.

    • When do I have to order so that my delivery arrives by a special occasion (Christmas, Easter, etc.)?

      So that you don't end up empty-handed for a special occasion (Christmas, Easter, etc.), we ask you to place your order at least 7 business days before the occasion. However, to be on the safe side, we recommend that you place your order 20 business days before you need it.

      Note: Please note that for the payment methods "Prepayment" and "Sofortüberweisung" the delivery period begins only after receipt of payment and that on Saturdays, Sundays and (regional and Austrian) holidays no shipping and delivery.

    • Where is my package?

      As soon as your order has been shipped, you will receive a shipping confirmation including tracking number by email.

    • My package has not arrived, what should I do?

      If your package has not arrived within the delivery period after shipping confirmation, please check the shipment history. It could be that your package has been taken to the nearest office or parcel store by our shipping partner for collection.

    • I was not at home at the time of delivery, where is my package?

      If you were not at home, your package will automatically be deposited for pickup at the nearest office or parcel store of our shipping partner. Normally, you will be notified by the shipping partner in this case. If the package is not picked up within a certain period of time (approx. 1-2 weeks), it will automatically be returned to the sender.

      If you would like your package to be left at a certain location when you are not at home, you can apply for a drop-off permit from our shipping partners.

    • I received the wrong product, what should I do?

      We are sincerely sorry, there must have been a mistake during shipping. Please contact our support team in this case.

    • A product arrived damaged, what should I do?

      We are sincerely sorry that any part of your order has been damaged in transit. Please contact our support team in this case.

      Important: If the content is damaged and therefore unusable, please send us photos of the damage by email to office@austriansupermarket.com for internal documentation - thank you!

    • I want to return a product, what should I do?

      All information regarding revocation and exchange can be found here.

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

      If your return is properly received by the responsible logistics or the responsible producer (direct deliveries), we will - depending on your request - transfer the money back to you or issue a value voucher for a next order.

      The refund (credit note) will be made automatically via the selected payment method when you place your order.

      Note: For the payment method "Prepayment" please give us your bank details (IBAN and BIC) so that we can order a refund through our accounting department.

Questions about the products

    • How can I search for products?

      The search bar will help you find your desired product. Just enter the name of the product you are looking for - a list of search terms will be displayed to help you. The relevant results will be displayed instantly.

      If the search is not successful, here are some search tips:

      • Check the spelling of the search term
      • Try a similar search term
      • Use a simpler search term
    • I can't find the product I want, what could be the reason?

      If the desired product cannot be found in the store, this may be due to the following reasons:

      • The product is sold out and is therefore not visible in the store
      • We do not have the product in our assortment (anymore).

      If you have any further questions or if anything is unclear, please do not hesitate to contact our support team.

    • Can I make a product request?

      We are happy about every product suggestion and will try to include the product or the corresponding brand for you in our assortment. In this case, please contact our support team.

    • Why does the delivered product not look like the photo in the store?

      Product images, which are used to describe the goods, are sample photos. These do not represent the article in every case true to life, but serve as an illustration. Depending on the screen or terminal device used, colors and sizes in particular may be displayed differently. The description of the respective article is authoritative.

Feedback

    • How can I rate a product?

      You are welcome to rate products that you have bought in our store. However, a product review is only possible with a logged in customer account. 

      For a review please go directly to the desired product in the store - here you can, if you scroll down a little further, give a product review with the help of stars or write a personal review. 

      When writing a product review, please keep the following guidelines in mind: 
      The review should not be about our customer service or the ordering or shipping process. Focus solely on the product you are reviewing and your actual experience with it. Include specific details about the pros and cons of the product. Also, please remember that the purpose of this review is to assist other customers who are considering purchasing this product.

      We reserve the right to delete or block a product review if it contains any of the following:

      • Information that does not relate to the product itself.
      • Obscenities, defamatory descriptions, or other language not appropriate for a public forum.
      • Prices, advertising, spam or references to other products, offers, websites or competitors.
      • E-mail addresses, telephone numbers, and contact information.
      • Critical or malicious comments about other reviews.
      • Pictures that show improper use of the product.
      • Note: If you would like to give us general feedback on our product selection, pricing, order processing or your delivery, please contact our support team directly.
    • I have discovered an error in the online store.

      If you have discovered an error in our online store, do not hesitate to let us know. If possible, please send us a screenshot of the error directly to our support team. Thank you for your help!