Questions about delivery

If your claim requires you to send an item in, you will receive a valid dispatch label along with our cover letter. If you have not received a label or need a new one, you can order it quickly and easily via the service portal – or generate it using the ‘Shipping from Germany’ or ‘Shipping from Austria’ buttons on our homepage.

DHL and Deutsche Post are used as delivery service providers in Germany and Austria. Parcels weighing up to 31.5 kg can be sent.

Packaging depends on the contents and the route of transport. Parcel services operate using highly automated systems – robust packaging that is suitable for the contents is therefore essential. Transport can subject parcels to particular stresses:

• Parcels are stacked in vehicles and swap bodies; heavy consignments may rest on lighter ones.
• External impacts: Parcels weighing up to 31.5 kg may collide with lighter ones.
• Heat and cold: Parcels may be exposed to temperatures ranging from −10 to +60 °C for several hours.

Please follow DHL’s packaging guidelines.

Our shipping labels are insured up to a value of €500 as standard – provided that DHL’s packaging instructions have been followed. The sender is liable for any damage caused by improper packaging.

If this level of cover is insufficient, you can request a label with higher cover (up to €25,000). To do so, please provide us with a detailed description of the item (ideally including the model or type designation), the purchase price and the location of the item in the form below.

If E.Via or the insurance company asks you to send an item in, the insurance company will cover the costs.

It is up to you to decide how your item is sent to us. However, you must settle the costs of any shipment you arrange yourself outside our dispatch system directly with your insurer – E.Via cannot reimburse these costs. Please clarify this with your insurer in advance.

For organisational reasons, we cannot accept carriage forward consignments; these will be automatically returned. DHL will charge the sender for any costs incurred in this process.

Yes, by prior appointment. Please use the form below to let us know your preferred date and time within our opening hours. For organisational reasons, we are unable to accept items without a prior appointment.

Please use the form below to provide us with a detailed description of the item (ideally including the model or type number), its dimensions, approximate weight and location. We will look into the options and get back to you as soon as possible.

For personal delivery, higher-value insured labels or alternatives for large and heavy parcels.