1. What is DHL Pick-up option?
In order to expand coverage in Germany and to offer customers a more convenient way to shop, it can be seen under the pickup option (see image below). DHL pick-up points only support non-fresh/non-frozen products under 20KG. The first test phase begins on 2 January, 2025 for customers with Munich addresses.
2. Do I have to have my fresh and frozen products delivered separately? Can I choose a DHL pick-up point for both?
Currently, DHL pick-up points only support the storage of non-perishable goods. If you have ordered both fresh and frozen products, you can select an ochama pick-up point for your fresh and frozen products separately and a nearby DHL collection point for your non-perishable products. In order to provide a better shopping experience for users, ochama will pack fresh/frozen products separately from regular products in order to maintain product quality.
Similarly, ochama pick-up points can only support the collection of fresh/frozen products, and cannot support the collection of regular goods.
3. How do I pick up my order and what information do I need to provide at the DHL pick-up point?
After you have selected a DHL pick-up point, you will receive an email from DHL with the pick-up information when your order arrives at that address. You can pick up your order at any time during the business hours of the pick-up point. Please also bring along one form of ID (local driver's licence/ID/passport) in case the pick-up point needs to verify your identity.
Important: when placing an order, please make sure your name must match the name on your ID.
4. What if I don't pick up my order on time?
The DHL pick-up point will store your order for an additional 6 days from the date you receive the collection email and you can pick up at any time during business hours.
5. Can I get an immediate refund if I do not pick up my order on time?
Unfortunately, no. As a DHL pick-up point, it is not possible to recall the package in advance. The shipment will be returned only when the storage period has expired. Once the order is returned to ochama warehouse then the customer will be refunded.