payment
Shipping conditions
Delivery takes place within the European Union.
Shipping costs (including VAT)
Within Germany, we charge a flat shipping fee of €3.90 with DPD and €6.90 with DHL per order. For orders worth over €39.00 (DPD) or €55.00 (DHL), we deliver parcel orders within Germany free of charge.
For orders of alcoholic beverages, different shipping costs apply: Shipping is only via DHL with age verification. For orders up to a value of €80, we charge a flat shipping fee of €8.99. Orders over €80 are shipped free of charge. Please note that alcoholic beverages are only shipped within Germany.
The shipping costs to Spain, Austria, Luxembourg, Denmark, France, Finland, Netherlands are :
up to 30kg
12,99 €
Orders over 30 kg will be shipped in multiple boxes. A shipping fee of €12.99 will be charged for every 30 kg of shipping weight.
Delivery times
Unless a different deadline is specified in the item description, the goods will be delivered in Germany within 3 - 5 working days after receipt of payment. Please note that no deliveries are made on weekends and public holidays. If you have ordered items with different delivery times, we will send the goods in one shipment unless we have made different arrangements with you. In this case, the delivery time is determined by the item you ordered with the longest delivery time.
If you would like to collect the item yourself, please contact us by email or by phone at 0176-24857306 to arrange a collection time. In this case, no shipping costs will be charged.
If you have not received your order 7 working days after payment, please contact us by email, stating your order number and payment information. Please also note that we do not process orders on weekends and public holidays:
Payment terms
You have the following payment options:
- Prepayment by bank transfer
- Payment via PayPal
- Payment by credit card (Visa, Mastercard, Amex)
- Payment via Klarna
- Express Checkout with Apple Pay, Google Pay and Paypal
You will receive our bank details by email in the confirmation of receipt. If you pay with PayPal, you will be redirected to the PayPal page after placing your order to make the payment. If, contrary to expectations, this does not work, you can also make the PayPal payment manually. You will also find the address for our PayPal account in the confirmation of receipt.
If you have any questions or need help, please contact us (by phone, email or using the contact form ).
Can I also pick up the goods?
Yes. To do this, please select "Pickup in Kerpen" as the shipping method when ordering. In this case, the payment method will automatically change to "Cash on collection". You can then collect the goods at Hahnenstrasse 32, 50171 Kerpen. Collection is possible at the following times:
Monday - Friday: 10:00 a.m. - 2:00 p.m. / 3:00 p.m. - 6:00 p.m.
Saturday: 10:00 a.m. - 2:00 p.m.
What should I do if I received damaged items?
If the damage is visible on the outside of the package, please have it confirmed in writing directly from the supplier. Otherwise, please document the damage photographically and send us the photos by email . We will then take care of everything else and arrange a refund or replacement delivery if necessary.
You have 5 working days to check that your goods are complete. Please email us within this time to request a refund or replacement product.**
**For products such as frozen tortillas, discounted products, no returns or exchanges.
In the event of a cancellation or if you have received a damaged or incorrect product, please contact us first by telephone, email or via the contact form . In the event of cancellation, you can also use the legally required sample cancellation form . We will then send you a return slip or agree on a procedure.
* After receiving the confirmation of receipt, we will send you a return label to send back the defective or incorrect products. You have 8 working days to return the products . If the deadline has passed and you have not returned the products, you will be invoiced for the products and you must pay for the goods within 3 working days of receiving the invoice .
The return address is:
Hola México GmbH, Hahnenstrasse 32, 50171 Kerpen .
Do you also supply restaurants and retailers?
The Hola México online shop is aimed at consumers in Germany. We offer special conditions for commercial customers. Please contact us by email or using our contact form . To verify your status, please include your VAT ID and business registration with your request.