Frequently asked questions

Air freight Vietnam → Germany & EU; air freight Germany & EU → Vietnam; sea freight Germany → Vietnam; shopping service for German goods with no service fee.

Clothes, shoes, household goods, dried food, sweets and many other everyday items. Some special goods have surcharges or must be insured.

Create a customer code the first time; give the sender and recipient details; list the goods; pack them securely.

Yes. Use your tracking number on the tracking page.

Regular goods: thick cardboard, well padded. Fragile goods, liquids, special goods: a foam box or wooden crate is required. Tell us in advance and we’ll advise you.

Yes, anywhere in Germany and Vietnam: via the post office/postman for regular goods; a special truck for heavy, bulky goods and large quantities.

Allowed: clothes, shoes, household goods, cosmetics, perfume, food supplements… Not by air: aerosols, high-capacity batteries and items restricted under aviation rules.

At a DHL branch: free shipping label for parcels from 10 kg. DHL pickup at home: +€2/parcel. Large goods: special truck.

2–3 flights a week. Hanoi warehouse & city: 3–5 working days after the flight. Other provinces: 2–4 more days via Viettel Post or coach freight.

Insured shipments (fee 5–10 %): 100 % of the declared value. Regular goods: actual value, max. €20/kg (or a freight refund); excluded if the damage comes from poor packing. Report within 24 hours with video/photos of the inspection with the courier.

Batteries: €3/small battery, €5/large battery · Alcohol: €5/bottle · Branded perfume & cosmetics: €1/item · Branded goods over €100: 5 % of value · New laptops & phones: €15/unit · Items with lots of glass, fragile: insurance required.

Volumetric weight = L × W × H (cm) / 6000. Surcharge = (volumetric − actual weight) × €2.50. Example: a 17 kg parcel of 50×60×40 cm → 20 kg volumetric → surcharge €7.50.

Cut-off 16:00 on Thursday, flight every Saturday. At our German warehouse 9–10 working days later (excluding Saturdays, Sundays and holidays), home delivery 1–3 more days.

Home delivery in Germany: €10/parcel (max. 25 kg). EU countries: €25/parcel (not Switzerland, UK, Norway). Inspection fee: €8/shipment (food, cosmetics, traditional medicine).

About 70 % of orders are delivered to the door. Couriers in Europe don't call ahead; they look for the name on the doorbell or mailbox – make sure it's written correctly. If you're out, the parcel goes to the nearest post office.

Allowed: dried food (vacuum-packed), clothes, shoes, bags, food supplements, traditional medicine. Banned: batteries, power banks, magnets, flammable goods, fresh food, alcohol, tobacco, jewellery, gold and silver, cash, counterfeit goods.

Regular goods: actual value, max. €10/kg. Insured goods: 100 % of the value. A continuous unboxing video, starting while the shipping label is still intact, is required.

Found in Vietnam: you collect it again at our office. Found by airport security/customs: the goods are destroyed, a €65/parcel fine applies and the freight is still charged.

Thick cardboard box, well padded; dried food must be vacuum-packed; fragile goods and liquids wrapped in several layers; bulky, fragile special items in a wooden box or frame.

Hanoi city: via a fast delivery app. Other provinces: Viettel Post. Free for orders from 10 kg; under 10 kg the actual domestic fee applies.

Almost everything, including large batteries, metal aerosol cans, cosmetics and household chemicals, bulky and high-value goods – except items banned from export/import under Vietnamese and German law.

Discounted DHL labels, or a truck that collects large lots from homes or warehouses all over Europe.

On average 1 sailing a month. Goods arrive about 2–2.5 months after departure; this can change with the shipping schedule, weather and customs.

Wrap well with bubble wrap, foam and padding; tape pop-up caps and pumps shut; use thick cardboard boxes with plenty of tape.

With insurance (5–7 %): 100 % of the value. Without: max. 30 % of the invoice value, no more than €10/kg. We are not liable for expiry dates, goods needing special storage, or force majeure.