Frequently Asked Questions (FAQ)

 

Welcome to greensbasket’s Help Center!
Here you’ll find answers to common questions about orders, payments, returns, and more.

Order Status & Tracking

How can I check the status of my order?

You can check your order status anytime by logging into your greensbasket account and visiting the “My Orders” section.

What if my order is on hold?

Sometimes, an order may be temporarily placed on hold due to stock or delivery issues. Please be patient — one of our customer support representatives will contact you if any action is needed from your side.

Order Status Explained

• Awaiting address verification: Your address is being verified by our dispatch team.
• Address verified: Address confirmed and sent for processing.
• Sent to warehouse: Your order has reached our warehouse and is ready for picking.
• Collection started: One of our pickers is collecting your items.
• On hold: One or more items are unavailable or unsuitable for delivery. Our team will contact you or enable the ‘Action Required’ button, allowing you to chat directly with the picker.
• Collection completed: Items have been collected and are ready for packing.
• Ready for dispatch: Order is packed and awaiting pickup by our logistics partner.
• Shipped: Order has left our warehouse and is now with our logistics partner for delivery.
• Awaiting pickup at post office: Your parcel was returned to the nearest post office due to one of the following reasons:
1. Incorrect or incomplete address
2. No name on the door
3. No one was available at delivery time
You can either arrange a second delivery attempt or collect the parcel from your local post office.
• Shipment returned: If your shipment was returned to us, please contact our support team to create a ticket. We’ll resolve it promptly.

How do I track my order after it’s shipped?

You’ll receive:

• An email from greensbasket containing your tracking ID(s).
• A separate email from our logistics partner with full tracking details.

You can track your package on the website. Please note, for privacy reasons, our logistics partner displays only a partial address — your parcel has still been shipped to the full and correct address.

If your total order weighs over 30 kg, it will be split into two or more boxes. These are dispatched together but may arrive on different days. You are not charged additional shipping fees for this.

Returns & Refunds

What is greensbasket’s return policy?

If you’re unsatisfied with a product or our service, please reach out to us immediately. We’ll provide you with return instructions and the necessary return documents.

Right of Revocation / Return

Customers have the right to return items if:

• They are defective, damaged, or broken upon delivery, or
• They simply do not wish to keep them.

Once the returned goods are received and verified, we will refund the value of the returned items.

If you’ve received a damaged product and wish to exchange it, please notify us within 7 days of delivery, and return the item within the next 14 days.

Shipping costs for returns are borne by the customer unless the item was faulty. Replacement items are sent free of additional shipping charges.

Return Address:
Greensbasket
Voltastraße 36

68199 Mannheim
Germany.

Missing or Damaged Products

Missing Items

There may be two possible reasons:

1. Your order was shipped in multiple boxes — our logistics partner may deliver them separately.
2. One or two items may have been missed. In that case, please contact our support team. Check your invoice for any credit note and share a snapshot with us via email.

Damaged Products or Complaints

We value your satisfaction and personally review each case.

1. Product damaged inside the box?
If the outer box is intact but the product inside is damaged, we will refund the product cost.
2. Outer package damaged?
Please report it immediately by creating a support ticket here.
3. Need to return or exchange a damaged item?
Inform us within 7 days of delivery and return the item within 14 days. You’ll bear the return shipping costs, but replacements for damaged items are shipped free of charge.

Shipping & Delivery

1. Who delivers my order?
We use DHL and DPD for all deliveries.
2. What are the shipping costs?
A standard delivery charge applies anywhere within Germany, regardless of order weight or value. For detailed shipping rates, visit our [Shipping Information page].
3. When will my order arrive?
Orders are dispatched the same day we receive payment confirmation.
o Within Germany: 3–4 working days
o Outside Germany: 8–10 working days
4. Can I choose a specific delivery date or time?
Unfortunately, this isn’t possible. If you’re not home, our logistics will leave your parcel at the nearest post office for pickup.
5. Didn’t receive your package?
Please track your shipment via the link provided in your email.
6. Tracking your order:
You will receive a tracking number to monitor your parcel’s journey.
7. Packaging details:
Orders above 30 kg are sent in multiple boxes. They may arrive separately, but you are charged only once.
8. Pick-up option:
You can collect your order free of charge from our warehouse in Mannheim. Please contact us in advance to schedule a pickup via Support@greensbasket.de

 

Payment Methods

1. Credit Card (via PayPal)
Secure payments through PayPal without revealing your card details.
Accepted cards: Visa, MasterCard, American Express, Diner’s Club.
Processed immediately.
2. PayPal
A fast, secure method to pay online using your linked bank or card details.
Processed immediately.
3. Direct eBanking (Sofortüberweisung)
Secure online payment using your bank’s PIN/TAN system. TÜV-certified for data privacy.
Processed immediately.

About GreensBasket

1. Who are we?


Born in the heart of Germany and inspired by the bustling markets of India, we bring you a handpicked range of groceries that carry the spirit of authentic Indian cuisine straight to your doorstep.

Operated by Cultnic Ventures UG.

 2. Where are we located?

    Greensbasket
    Voltastraße 36

    68199 Mannheim
    Germany

 3. Is GreensBasket a German company?
Yes. We are officially registered under German law at the Mannheim Registration Office (Amtsgericht).

4. How can you contact us?
o Submit a request via our Contact Form or create a Support Ticket.
o Customer Support Hours: Monday to Friday, 8:00 AM – 6:00 PM
o For business collaborations, write to us at: support@greensbasket.de
5. Are prices inclusive of tax?
Yes, all prices shown include VAT.
o Most food items: 7% VAT
o Beverages & personal care: 19% VAT
Shipping costs are additional and shown at checkout.

Ordering with GreensBasket

1. Register an Account
Create an account with your email address and confirm via the link sent to your inbox.
2. Shop & Add to Basket
Browse our range and add items to your shopping basket. You can modify quantities before checkout.
3. Confirm Address
Verify your billing and delivery addresses before proceeding to payment.
4. Select Payment Method
Choose one of the secure payment options listed above.
5. Place Order
Once payment is completed, confirm your order. You’ll receive an email confirmation immediately.