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I am dissatisfied with DHL, Austrian Post, Swiss Post, FedEx, GLS or Colis Privé – where can I submit a complaint?

  • Updated

We are sorry to hear that you were not satisfied with the delivery of your GIESSWEIN order or with the service provided by the carrier.

If you are dissatisfied with the delivery process, the delivery driver, the drop-off location or the general service provided by the carrier, you are welcome to inform us at shop@giesswein.com and additionally submit a complaint directly to the responsible carrier.

This ensures that your feedback reaches the company responsible for the delivery and that the specific incident can be reviewed.

 

In which cases can I submit a complaint to the carrier?

A direct complaint to the carrier may be appropriate, for example, if:

  • the delivery driver did not ring the doorbell
  • you were at home, but an unsuccessful delivery attempt was nevertheless recorded
  • tracking states that delivery was attempted although no driver was at your address
  • the parcel was left in an unsuitable or unsafe location without your permission
  • the parcel was left outside in the rain or bad weather
  • the parcel was thrown over a gate, fence or onto your property
  • the parcel was left unprotected in front of your door or elsewhere
  • your delivery instructions or agreed safe place were not followed
  • the parcel was delivered to a neighbour but you were not properly informed
  • you were dissatisfied with the behaviour of the delivery driver
  • you had another negative experience with the carrier’s delivery or service

In these cases, we recommend describing the incident as precisely as possible and submitting your complaint directly to the relevant carrier.

Please note: We would also appreciate it if you could report such incidents to shop@giesswein.com, so that we can document and monitor them.

Where can I submit a complaint to DHL?

If your order was delivered by DHL, you can contact DHL Customer Service directly.

DHL Customer Service for private customers:
👉 https://www.dhl.de/de/privatkunden/hilfe-kundenservice.html

Help with delivery problems:
👉 https://www.dhl.de/de/privatkunden/hilfe-kundenservice/empfangen/zustellung.html

Please have your tracking number available if possible.

Where can I submit a complaint to Austrian Post?

If your order was delivered by Austrian Post (Österreichische Post), you can submit your complaint directly via their contact form or Customer Service.

Contact form:
👉 https://www.post.at/k/f/kontaktformular

Customer Service & hotline:
👉 https://www.post.at/k/c/hotline

Telephone for private customers:
+43 800 010 100

Please have your tracking number available if possible.

Where can I submit a complaint to Swiss Post?

If your GIESSWEIN order was delivered by Swiss Post and you are dissatisfied with the delivery or service, you can submit your complaint directly to Swiss Post.

Swiss Post help & contact:
👉 https://www.post.ch/de/hilfe-und-kontakt

For damaged or missing shipments, Swiss Post also provides a dedicated service section:

👉 https://www.post.ch/de/pakete-versenden/schaden-oder-verlust

Customer Service telephone:
+41 848 888 888

Please have your tracking number available if possible.

Where can I submit a complaint to Colis Privé?

If your GIESSWEIN order was delivered by Colis Privé and you are dissatisfied with the delivery or the delivery driver, you can submit a complaint directly to Colis Privé.

Information about submitting a complaint:
👉 https://colisprive.fr/aide/comment-deposer-une-reclamation/

Colis Privé Customer Service:
👉 https://colisprive.fr/aide/comment-contacter-le-service-client-colis-prive/

Please have your parcel number and delivery information available if possible.

Where can I submit a complaint to FedEx?

If your order was delivered by FedEx, you can submit your complaint directly through FedEx Customer Service.

FedEx Customer Service Germany:
👉 https://www.fedex.com/de-de/support.html

FedEx complaints and claims:
👉 https://www.fedex.com/de-at/customer-support/faq/complaints-and-refunds/fedex-complaint.html

Please have your FedEx tracking number available if possible.

Where can I submit a complaint to GLS?

If your order was delivered by GLS, you can contact GLS Customer Service directly.

GLS contact options for parcel recipients:
👉 https://www.gls-pakete.de/glossar-privat/kontaktmoeglichkeiten

A contact form is available there for reporting delivery problems or submitting complaints.

Please have your parcel number or tracking ID available if possible.

What information should I provide when submitting a complaint?

To help the carrier investigate the incident, we recommend providing:

  • tracking number or tracking ID
  • name and delivery address
  • date and approximate time of delivery
  • a short and precise description of the incident
  • photos of the parcel or drop-off location, if available
  • relevant information from the tracking history, if available

 

My parcel was left in the rain and was damaged – what should I do?

If you only wish to complain about the delivery process, you can report the incident directly to the carrier and, where applicable, submit a damage report.

Please also contact us at shop@giesswein.com and send us the relevant information about the damage.

If the product itself was damaged, please contact GIESSWEIN Customer Service as well. If possible, send us photos of the parcel, the packaging and the damaged item so that we can review your case.

 

My parcel has not arrived – is this also a complaint?

A complaint about the delivery service is different from an official investigation into a missing parcel.

If your GIESSWEIN order has not arrived, may have been lost or was delivered damaged, please contact our GIESSWEIN Customer Service at shop@giesswein.com.

If your order could not be delivered due to incorrect or incomplete address information, such as:

  • incorrect postal code
  • incorrect street
  • incorrect country
  • incorrect city
  • incorrect house number
  • missing name on the doorbell
  • missing or unclear house number
  • missing name on the door or mailbox

the shipment may be marked as undeliverable and returned to the sender. The return process can take up to 21 business days.

 

To receive your desired products as quickly as possible, we recommend placing a new order at www.giesswein.com with the complete and correct delivery address.

We will also be happy to check which further steps are required and whether an investigation with the carrier needs to be initiated. 🍀