Kaufland order tracking: sellers, delivery and problems

Where does Kaufland sell online?

Kaufland Global Marketplace, where sellers sign up, offers "1 registration. 9 marketplaces.":

Kaufland e-commerce, which runs them, turned real.de into Kaufland.de in 2021, opened kaufland.sk and kaufland.cz in 2023, and since 2024 has expanded into countries such as Poland, Austria, France and Italy.

The rest of this guide uses kaufland.de, with Kaufland's German labels and a translation.

Who ships a Kaufland order?

The seller does. Kaufland's terms say the purchase contract is made only between you and the seller, and that the seller is legally responsible both for the offer and for fulfilling the contract. The seller's name is on each offer, under "Verkäufer:" (seller), and links to the seller's own terms. Some offers come from Kaufland Marketplace GmbH itself, and its own terms are on those offers.

Each seller sets its own shipping: the cost, the countries it delivers to, the transport time and whether an item goes as a parcel ("Paket") or by freight forwarder ("Spedition"). It also picks the carrier. The list of carriers Kaufland lets sellers name runs from DHL, Hermes, DPD, GLS and UPS to freight forwarders such as Schenker, Dachser and Rhenus. Some sellers ship to Germany from another EU country.

Order from several sellers and each one ships its own items. One seller can also send an order in several parcels.

1. The sellerPacks the item and marks it as sent
2. The seller's carrierDHL, Hermes, DPD, GLS, UPS or a forwarder
3. A Packstation or parcel shopOnly if the seller offers it
4. YouAt your door

Where is the tracking for a Kaufland order?

In Kaufland's shipping email. Kaufland tells sellers that when they mark an item as sent with a tracking link and the carrier's name, Kaufland Global Marketplace emails both to you, with a link to follow the parcel. If your order comes in several parcels, the seller can add a tracking number for each.

Some parcels have no tracking number. Kaufland expects sellers to send at least 80% of their items with a valid one, and a seller who can't give a number marks the item as sent without it: Kaufland's example is a book sent with DHL at the book rate ("Büchersendung"), which has no tracking number. Other shops: find your tracking number.

Not sure which carrier your number belongs to? Type it here:

Why is my Kaufland order late, or why isn't tracking moving?

The delivery time on the offer is the seller's handling time plus the transport time. Kaufland counts only working days, Saturday isn't one, and public holidays don't count either. Kaufland tells sellers that an order placed on a nationwide German public holiday gets one more day in their delivery window; a regional holiday doesn't.

When nothing moves, it's usually one of these:

• Not sent yet. Until the seller marks the item as sent, Kaufland has no tracking link to email you. The handling time is part of the delivery time on the offer.
• Carrier delay. DHL's usual delivery time is 1 to 2 working days, and in some cases it takes longer. If the status hasn't changed for more than 5 working days, DHL's help "Wo ist mein Paket?" (where is my parcel?) helps you search. If you're waiting for an online order, DHL asks you to contact the sender, who can probably sort it out faster.
• Several parcels. One box can come later than the others.

Kaufland tells sellers that if an item still isn't marked as sent 14 days after the latest delivery date, and no ticket is open for the order, it reminds them; if nothing changes within seven days, Kaufland cancels the item. A cancelled item is refunded to you automatically.

When waiting is still normal: tracking not updating.

Kaufland parcel late, missing or damaged: what to do

Start with the tracking, then go to the seller. In this order:

1. 1Check the trackingOpen the tracking link from Kaufland's shipping email and see what the carrier scanned last. A parcel can be waiting at a Packstation or parcel shop.
2. 2Look around and askIf tracking says delivered, check your safe place and ask your neighbours.
3. 3Contact the sellerYour message becomes a ticket on the order, and Kaufland gives the seller 48 hours (working days) to answer. Reasons include "Lieferverzug" (delivery delayed), "Lieferung nicht erhalten" (delivery not received) and "Defekt/Schaden" (defect/damage).
4. 4Involve customer serviceIf the seller doesn't help with a missing or damaged parcel, contact Kaufland's customer service from your order overview ("Bestellübersicht") or the help area ("Hilfebereich"). The seller can also involve customer service in your ticket, and Kaufland's support then takes over the conversation with you. Kaufland's pages for sellers list cancellations by the seller or by Kaufland for reasons such as "keine Reaktion des Händlers" (no response from the seller) and "Ware nicht erhalten" (goods not received).
5. 5Refund or new itemUntil you have the goods, the seller carries the risk (Section 475(2) of the German Civil Code). If the parcel stays lost, ask the seller for a new one or a cancellation: a cancelled order is refunded automatically.

You can't cancel an order yourself: only the seller or Kaufland's customer service can. Kaufland reminds sellers that the legal guarantee still applies: if the item is faulty or not as described, the seller has to offer a repair, a replacement or a refund. More: delivered but not received, lost parcel and damaged parcel.

These are the deadlines that matter:

Bulky items and freight delivery

Bulky items can come by freight forwarder ("Spedition"); for these, Kaufland asks for your phone number at checkout.

Delivery to a Packstation or parcel shop ("Out-of-Home") is currently only offered when your basket holds one item, only with DHL, GLS or DPD, and only when the seller turns it on. Kaufland's limits for DHL: a Packstation takes parcels up to 75 × 60 × 40 cm and 31.5 kg, and a DHL branch ("Filiale") parcels up to 31.5 kg with a girth measurement ("Gurtmaß") of up to 360 cm. Bulky goods ("Sperrgut") can't go to a Packstation. DHL can't bring a parcel from another EU country to a Packstation or branch in Germany, so Kaufland tells such sellers to use another carrier for it. More on pickup points: parcel lockers.

To return a freight item, you always go through a ticket, and Kaufland suggests the seller arranges the collection with you, for example by asking for three dates that suit you.

Returning a Kaufland order and getting your money back

Your return goes to the seller, not to Kaufland, and you can't take it back to a Kaufland store.

• Time. You have 14 days from delivery, unless the seller sets a longer period.
• Cost. Kaufland's rules make the seller pay for the return if the item cost over €40, without postage. Below that, the seller's return terms can make you pay; sellers using Kaufland's DHL and DPD label schemes can charge you €5 at most for the label.
• Label. With Kaufland's DHL scheme, you get a DHL label with a QR code as soon as you register the return; with its DPD scheme, a PDF label to print, with no QR code. Otherwise, Kaufland requires the seller's first answer within the withdrawal period to offer a way to return: a label, a link to one, its address for items up to €40, or a refund without a return. If it doesn't, Kaufland says its customer service cancels the order and refunds the full price.
• Refund. Kaufland handles a withdrawal as a cancellation, and a cancellation is refunded automatically. With Kaufland's DHL or DPD labels, the refund starts once the seller confirms the return has arrived, or automatically after 3 working days. Some sellers refund without asking for the item back.

Items that the law excludes from returns, such as hygiene products, perishable food or made-to-measure goods, can't be sent back just because you changed your mind. How to follow a return and when the money comes: returns and refunds.

Can I track a Kaufland parcel in Peek?

Yes: paste the tracking number from Kaufland's shipping email into Peek. Peek recognises these numbers by their shape alone:

• DHL: most 20-digit numbers starting 00340434, like 00340434100000000007, and most international numbers ending in DE, like RR000000005DE.
• Hermes: H and 16 to 19 digits, like H1000000000000000.
• UPS: 1Z and 16 letters or digits.

DHL's JJD and 12-digit numbers, the 14-digit numbers of Hermes and DPD, and GLS's 11 or 12 digits share their shape with other carriers. Peek asks the likely carriers and shows the one that knows the number. If several know it, press "Choose"; if it shows the wrong one, press "Change" and pick the right carrier, the one named in Kaufland's shipping email if the seller gave it. For Schenker, paste its number, and if Peek shows another carrier, press "Change" and pick Schenker, which Peek lists under DSV. For another freight forwarder, a seller abroad or a carrier this guide doesn't name, paste its number all the same: Peek follows more than 3,500 carriers. If your order comes in several parcels, add each number.

If a parcel changes carrier on the way and the first carrier names the one taking over, Peek keeps the history from the start and follows the new carrier. Peek shows what the carrier publishes. Tickets, cancellations, refunds and returns stay with Kaufland and the seller.