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Problems with shipping

Problemas con la entrega

If you have encountered problems with your delivery, you have come to the right place. To enable us to help you as quickly as possible, it is important that you select the appropriate problem portal. We will get back to you within one working day. If you have already placed an order, please log in to call the BROservice hotline.

Here we help you directly

Top questions at a glance

How can I pay for my order?

We offer a wide range of secure payment methods:

online payment methods

PayPal, KLARNA, Google Pay, Apple Pay and Shop Pay.

Credit cards

You can also pay with the major credit cards VISA, MasterCard and American Express. In this case, the payment is secured using the 3D-Secure method. If we have any reason to suspect fraudulent ordering, we will automatically cancel the payment.

How can I pay for my order?
How do I report a damaged order?

We take care to ensure that our packaging is secure and appropriate, with sufficient filling material. In addition, our boxes are automatically tailored to the size of the contents so that they do not slip around in the package.

If your package has nevertheless arrived damaged, please report it here so that we can help you as quickly as possible.

To the form!

My parcel has not arrived.

If you are missing your parcel or it should have been delivered according to the tracking number, please register on our problem portal for missing parcels.We will help you immediately.

Go to the problem portal.

My package has not arrived.
I am missing something from my order. I am missing something from my order

If you receive your package but it is not complete, don't panic! Simply log in to our problem portal. We will check the case within one business day. Since we pack fully automatically and the entire process is monitored by cameras, we can quickly determine what may have gone wrong.

To the service portal

I am missing something from my order.
Returns: I want to return something

If you wish to return all or part of your order and you're from the EU 🇪🇺, please check our returns portal.

For returns from Switzerland 🇨🇭 and Liechtenstein 🇱🇮, use this returns portal.

I have received the wrong item. I received the wrong item.

If you have received the wrong item than originally purchased, please report it here in our problem portal for wrong items.

Go to the service portal.

I received the wrong item.
How can I buy in instalments?

Yes, you can pay for your order in instalments via the KLARNA and PAYPAL payment providers. Simply select the appropriate payment method at checkout and everything else will be taken care of directly by the provider.

How can I buy in installments?
How do I receive an invoice?

You will automatically receive the invoice from our shipping partner in a separate email after receipt of payment. It will not come with the confirmation of receipt. In addition, a paper invoice will be enclosed with the order.

Therefore, please also check your spam folder again thoroughly and otherwise get in touch here in our invoice portal.

How do I receive an invoice?
Why is a different company listed on the invoice? Why is a different company on the invoice?

We work with reputable and reliable dealers to offer you the best prices and fastest delivery times. You can find information about who ships the goods on each product page.

Why is a different company listed on the invoice?
Where is my order?

There are various ways to track the shipment status:

The dispatch usually takes 1 - 2 working days. If it takes longer or you think the parcel has disappeared, please contact us here in our problem portal.

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