FAQ - Do you have any questions?
Here we answer all your important questions about the shop, our products, customer accounts, orders and much more. Feel free to look around before contacting our customer service, maybe you will already find the right answer? If not, you can always contact us via chat or email.
Online account & payments
As a registered customer, you can order from us online around the clock. You can set up your own customer account in the Online Shop by clicking on the "My account" button in the top right-hand corner of the menu bar. You will then be guided step by step through the automated registration process. Once you have completed the registration process, you can place your first order immediately. Once you have registered as a shop customer, you can log in at any time with your username and password via "My Account" and place your order.
Orders by fax and e-mail are processed during our regular business hours. You can reach us by telephone from Monday to Thursday from 8.30 a.m. to 5 p.m. and on Fridays from 8.30 a.m. to 4 p.m.
- Telephone: +49 (0) 421 / 246 87 87 - 10
- E-Mail: contact@greenbox.bio
- PayPal
- Credit Card
- Klarna
- Apple Pay (only on apple devices)
- SOFORT Banking
- Giropay
- EPS
- Prepayment
- Purchase on account
- SEPA direct debit¹
- 3 instalment purchase by direct debit²
- 6 instalment purchase by direct debit²
Please note that you cannot pay on account as a guest customer.
¹For customers within Germany, we also offer the option of paying by SEPA direct debit after a successful credit check. Here you will receive a 2% discount (on invoicing). To do this, you must fill out a SEPA direct debit mandate as this is the only way we can collect money from your account.
²For customers within Germany, we also offer the option of paying by 3 or 6 instalments after a successful credit check. The 1st instalment is due after 7 days, the other instalments are collected from the account in 30-day intervals. A purchase in 3 instalments is possible from a net value of 500 €. A purchase in 6 instalments is possible from a basket value of 1000 € net. To do this, you must fill out a SEPA direct debit mandate as this is the only way we can collect money from your account.
Log in to your customer account. Here you can easily change your personal data, billing and delivery addresses or payment method. If you have any further questions, please contact us by e-mail or telephone.
Click on "I have forgotton my password." in the login area at https://www.biologischverpacken.de/en/account. You will be asked to enter your e-mail address again. As soon as you have sent it, you will receive an e-mail with a link within a few minutes. If you click on this link, you can reset your password. Please call us if you have any problems with this automated process. We recommend that you set a new password under "My account" after logging in with the password you received from us.
You will receive the invoice from us by e-mail. If you have not received it, it is possible that it has landed in your spam folder. If this is not the case, please contact contact@greenbox.bio with your order number and we will send you a new invoice.
If you are dissatisfied with our service or have suggestions for improvement, please contact us (by email contact@greenbox.bio or by phone +49 (0) 421 / 246 87 87 10). Otherwise you can delete your customer account as follows: Log in to your customer account. Click on "Your profile" in the left menu. Here you will find the option to delete your customer account and your personal data under "Login data". A pop-up window will then appear, which you must confirm in order to complete the deletion process.
Order
An order that has already been sent cannot be changed in the customer account. If you still notice something wrong, please contact our customer support immediately. If the order has not yet been processed, our colleagues may be able to help you.
If you are planning to order larger quantities, please let us know. Send us an e-mail to contact@greenbox.bio, stating the desired articles and the respective quantities. We will send you an offer as soon as possible.
Of course, we understand that your storage capacity is often limited. Unfortunately, however, we cannot store goods temporarily.
Log in to your customer account and go to "My orders". Select the relevant order and click on "Repeat order". If you want to change certain products, you can also do this in this template.
No. You can order as little as one box. The minimum order value is only 20,- €.
Shipping & Delivery
We ship by parcel service or freight forwarder depending on the shipment volume. The shipping prices plus VAT are based on the net order value ex warehouse Bremen. The minimum order value is 20 €.
Germany - standard shipping
For an order value up to 200,- € net we charge a shipping fee of 6,90 € net. From an order value of 200,- € net, we deliver free of charge.
Germany - 24h Express Shipping
For orders placed before 12:30 a.m., delivery will be made on the next working day by parcel service³. For express deliveries we charge a surcharge of 9,90 € net on the standard delivery. This results in the following prices:
- up to 200,- € net order value = 16,80 € net express shipping costs
- from 200,- € net order value = 9,90 € net express shipping costs
³Please note that this only applies to parcels - for larger orders, from approx. 10 PUs, we may automatically send your order by forwarding agent. In this case, we need your order by 11:00 a.m. at the latest so that it can be dispatched on the same day and delivered to you by express on the next working day. For logistical reasons, same-day deliveries are not possible.
Island surcharge
For some regions within Germany, an island surcharge applies due to the special delivery circumstances. This surcharge is 19,90 € per 100,00 € value of goods. Different prices may apply for other countries.
Europe⁴ excl. Switzerland and Great Britain
- up to 200,- € net order value = 9,90€ net shipping costs
- from 200,- € net order value = 0,00 € net shipping costs
Delivery times depend on the country - please contact us directly if you have any questions. For deliveries to other European countries, we regret that we cannot offer you express delivery.
⁴Valid for all European countries that you can select during registration. For countries with special regulations (e.g. Malta) please contact us.
We deliver to the following countries from this shop: Germany, Austria, Luxembourg, Belgium, Italy, Czech Republic, Slovenia, Slovakia, Poland, Bulgaria, Hungary, and Romania.
In Switzerland, the Netherlands and France we offer separate online shops under the name ecobiopack. You can find an overview of all our partners here:
We will be happy to provide you with an offer for deliveries to countries not listed above, both within and outside Europe. Please send your enquiry to contact@greenbox.bio.
The standard delivery time within Germany is 1-3 working days. In neighbouring European countries, parcel shipments take about 2-5 working days and forwarding shipments 5-7 days.
As soon as your shipment has been dispatched by DHL or GLS, you will receive a shipping confirmation with a tracking number by e-mail. With this tracking number you can track the shipping status of your shipment online on the DHL or GLS website.
If you are unable to accept the order, you have the following options:
For parcel service shipments you will receive a notification that an attempt was made to deliver the goods. Another delivery attempt will be made on the next working day. You also have the option to respond to the notification and arrange a delivery directly. After three unsuccessful delivery attempts, the goods will be returned to us.
In the case of forwarding shipments, we will be notified if the goods could not be delivered. We will contact you immediately to arrange a new delivery. We may have to charge you for the second delivery.
Please let us know if you have different opening hours so that we can ensure a scheduled delivery.
Unfortunately, a delivery on the same day is not possible. But, for orders placed before 12:30 pm, the delivery within Germany with parcel service is usually made the next working day. To be sure you can also choose the express option (see above).
No, we do not deliver to Packstations.
You are welcome to collect your goods yourself from our warehouse in Bremen (GVZ - 28237 Bremen). Please indicate this in your order and we will send you the relevant information. Of course, no shipping costs will be charged.
Sample order
Are you interested in one or more of our products? You have not yet purchased the products and would like to test them before you buy them? No problem at all! Just use our sample order!
No matter if you are already a greenbox customer or if you are visiting our online shop for the first time: We will gladly send you samples of the products you are interested in, so that you can be sure that you have ordered the right articles and do not have to buy the famous "pig in a poke".
The sample shipment is completely free.
Complaints
According to our Terms and Conditions, items can be returned free of charge if there are defects that are our responsibility. Please check the delivered items immediately upon receipt for completeness, transport damage, and quality.
If there are shortages or defects, please report them within 14 days. We will organize the redelivery or return and the corresponding refunds with you.
If you wish to return goods for other reasons, e.g., due to an incorrect order, please let us know. If we accept returns as a goodwill gesture, please send them back in the delivered outer packaging, sealed, and with full content, at your own expense to our warehouse.
You will receive a return delivery note from us for the return, which must be included with the shipment. The return delivery note also contains information about the return address.
Please note: There is no statutory right of withdrawal in commercial trading. We hope you understand that we cannot accept opened inner packages for hygienic reasons. To cover the costs of the necessary quality inspection, possible repackaging, and restocking of returned goods accepted out of goodwill, we charge a deduction of 10% of the original value of the goods. Packages sent without prepaid postage will not be accepted by us.
Return Address:
STEPHANI Spedition GmbH
Warenannahme - Lager Greenbox
Beim Industriehafen 55
D-28237 Bremen
Germany
Company & Blog posts
The two green buttons in the upper right-hand area of the online shop will take you to the "Info / Service" and "Blog" pages.
Here you will find further information about our company and various terms.
We have created a whole area for this so that you are always aware of which materials we use and how they are produced.
You can find it under the green button "Blog".
Printing & Customisation
Yes, of course, you can find detailed information on this on the page "Printing & Individualisation"
You can find the print template and print punch on the respective product page as a download. Design your template yourself or get help from a professional design agency. Send us your finished print data as a PDF by e-mail to: contact@greenbox.bio.
Of course you can! We will create the final design and send it to you again before you authorise payment to us.
Cancellation policy & cancellation form for private customers
Of course, here you can find the right of withdrawal for private consumers.
Cancellation policy for private customers
Right of cancellation
Consumers have the right to cancel this contract within 14 days without giving any reason. The revocation period is 14 days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the goods.
In order to exercise your right of revocation, you must send us
Greenbox GmbH & Co. KG, Schwachhauser Heerstraße 266 b, 28359 Bremen, phone: 0421 / 246 87 87 0, fax: 0421 / 246 87 87 8, e-mail: contact@greenbox.bio.
by means of a clear declaration (e.g. a letter sent by post, fax or e-mail) about your decision to revoke this contract. In order to comply with the withdrawal period, it is sufficient for you to send the notification of the exercise of the right of withdrawal before the expiry of the withdrawal period.
Consequences of the revocation
If you withdraw from this contract, we must refund all payments we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days of the day on which we received the notification of your withdrawal from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. Under no circumstances will you be charged any fees for this repayment.
We can refuse the repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.
You must return or hand over the goods to us immediately and in any case no later than fourteen days from the day on which you notify us of the cancellation of this contract. The deadline is met if you send the goods before the expiry of the period of fourteen days. You shall bear the direct costs of returning the goods.
Return address:
STEPHANI Spedition GmbH
Warenannahme - Lager Greenbox
Beim Industriehafen 55
D-28237 Bremen
Germany
You are only liable for any loss in value of the goods if this loss in value is due to your handling the goods in a way that is not necessary for checking the condition, properties and functioning of the goods.
End of the cancellation policy
The right of revocation does not apply to the following contracts
- contracts for the delivery of goods which are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer,
- contracts for the supply of goods which are liable to deteriorate rapidly or whose expiry date would be rapidly exceeded,
- contracts for the delivery of sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.
Costs of return
The costs for returning the goods are to be paid by you.
Food suitability & instructions for use
We have compiled all the important information for you on the page "Food suitability". Just have a look here.
Certification
We do not want to unsettle you as a customer, but to gain your trust. We attach great importance to transparent and open communication regarding our products and the conditions under which they are produced. Consequently, we have decided to invest money in international certificates in order to be able to present you with an official confirmation of our positive product characteristics.
You can find more information here.
Recycling & Disposal
Even if it sounds strange at first, our answer is: both are possible.
In Germany, recycling waste (yellow sack, yellow bin or collection container for packaging) is regulated by the Dual System. The companies of the recycling industry take care of the collection, sorting and material-optimised recycling of retail and single-use packaging.
However, in reality not everything that is correctly disposed of in recycling waste is recycled. In fact, a lot of the recycling waste is pressed into waste pellets, which serve as fuel for industry, for example. In the end, a large part of the recyclable waste is incinerated in the same way as the waste that is disposed of in the residual waste. Currently, the thermal utilisation of articles made from plant-based raw materials is still the most ecologically sensible utilisation. This means that they are additionally used for energy and reduce the fossil greenhouse gas content that is produced during incineration. Only the proportion of CO2 that the plant has absorbed from the atmosphere during its growth process is released into the atmosphere.
Yes, bioplastics like PLA are completely recyclable. A study by the Fraunhofer Institute for Process Engineering and Packaging proves that they can be separated by type from petroleum-based plastics in the sorting process. Currently, the quantities of bioplastics disposed of are still too small to make their sorting economically worthwhile. According to the Federal Environment Ministry (Bundesumweltministerium), about 2.6 million tonnes of conventional plastic packaging are consumed in Germany every year. In contrast, only about 0.3 - 0.5% of all packaging is made from or with bio-based plastics. However, if the volume of bioplastics increases in the future, the time will eventually come when the separation of conventional plastics will also become more interesting for the disposal and recycling industry. Until then, bioplastics are also most effectively recycled thermally.
Yes, in nature bio-based plastics such as polylactic acid (PLA) compost completely within a very short period compared to petroleum-based plastics. Apart from the natural organic basic substances, no toxic residues such as inorganic compounds, chlorine / hydrocarbon compounds remain. In the next paragraph, we explain why we do not recommend disposing of them in organic waste.
In many cases, the bio icon for DIN13432 appears in our article descriptions. This means that the article is certified compostable and can be decomposed into defined residual components within 90 days in an industrial composting plant. However, many composting plants operate on a shorter cycle, sometimes only six weeks. Accordingly, the organic waste there has only half the time to decompose into its components and its fragments are still too large for recycling. Due to the comparatively small amount of completely compostable packaging and disposable tableware, separate sorting and feeding to municipal composting plants makes neither ecological nor economic sense. Even if composting appears at first glance to be the best recycling because nature is turned back into nature, it is not currently the most sensible solution. This is because composting in an industrial plant again requires energy, and the entire process consumes resources.
For these reasons, we also recommend disposing of this packaging via the recycling waste with subsequent thermal recovery.
The Dual System consists of a number of companies that are paid by the distributor of sales and single-use packaging for their proper disposal or recycling. Those who hand over the filled packaging to the customer are considered to be the distributors of the packaging. The disposal fees to be paid depend on the type of material and the weight of the packaging. The recycling industry is profit-oriented and packaging recycling in Germany is still focused on petroleum-based plastics, which continue to be produced in large and increasing quantities. It is therefore obvious that private and municipal waste management and recycling companies still have to adapt to bio-based packaging and plastics. This is a process that gained momentum in 2009 with the amendment of the Packaging Ordinance, but is not yet complete in its implementation. If the quantities of biobased plastics in the material stream increase, the economic efficiency of recycling and the recovery chain for bioplastics will also develop positively.
We are happy to support you as a distributor of greenbox packaging in settling accounts with the Dual System. If you wish, we can settle the disposal fees directly for you with our partner Noventiz. Just contact us.
Licensing & disposal costs
We know how complex the topic around the packaging law and the licence fee accounting is. To give you an overview, we have summarised everything for you on the "Packaging Act" page. If you still have questions, please send us an e-mail to contact@grennbox.bio.
International shops
Yes, greenbox is also active in other countries. Here we run under ecobiopack.
If you would like to receive our goods in another country, you can simply order via the respective international shop.
Your country is not listed? Feel free to contact us at contact@grennbox.bio
Partner bank
Yes, we have been working with GLS Bank since 2016.
This special banking concept connects people and companies who want to invest money within projects and business ideas that are sustainably oriented.
GLS Bank defines itself as a social-ecological bank that consistently focuses on sustainability and transparency. For over 40 years, it has accompanied socially ecological enterprises and invested in:
- ecological agriculture
- renewable energies
- housing projects
- social projects
- educational projects
The bank is a cooperative bank owned by more than 40,000 people and pursues the goal of humane banking.
In addition to various other awards, GLS Bank was honoured with the German Sustainability Award as "Germany's Most Sustainable Company" in 2012.
For more information on our partner bank, please visit www.gls.de.
Product range advice
We are happy to help! You can contact us either by e-mail, by phone or by using our contact form.
Materials
Of course you can! We have a lot of articles about the different materials where you can find information about extraction, production, processing and sustainability. We try to keep the section up to date and regularly add new materials. Just have a look here.
Further questions
We are happy to help you. You can either contact us by email, chat, phone or by using our contact form. You can find more information here.