Here you can find frequently asked questions and their corresponding answers. Have you got a question to which you cannot find an answer here? Just send us an email, and we are happy to respond.
Why do we as an accredited social organisation have to register with MateriaBona?
MateriaBona requires the registration and a proof of the social activity of every social organisation ordering goods. This is to ensure that solely eligible social organisations can benefit from these favourable conditions.
Can the goods also be ordered by individuals?
Individuals cannot order products from MateriaBona. We have to verify the recipients who access our online catalogue. This is not possible on an individual level. Therefore, we only work with accredited social organisations.
What is the process from order to receipt of the goods?
Steps after MateriaBona has received the order:
- We check the authenticity of the registration (one off).
- For each order, we check if the goods match the stated activities of your organisation.
- Following these checks, the goods are packaged for transport as soon as possible.
- You will receive the invoice by email covering our charges plus the charges for transport.
- Your goods are being dispatched.
How are the goods sent?
MateriaBona delivers the goods ordered either by parcel service or via our logistics partner, subject to the order volume. The charges for this are borne by the ordering social organisation.
Can the ordered goods be picked up at the MateriaBona warehouse?
We kindly ask you to contact us a few days in advance when picking up the goods yourself. The company «Holenstein Transporte AG» is at your disposal for any detailed questions regarding the collection:
Phone: 071-929 50 80
What are the transport charges?
We pack the goods as economical as possible. However, please understand that we also have to ensure its safe transport. In addition to the normal package charges, express charges will need to be added if you want to receive the goods on a specific date. If your order can be palletised, then the transport charges are dependent on the weight of the palette as well as the distance from our warehouse in Wil (SG) to the delivery address.
Why is there a charge for donated goods?
MateriaBona receives goods donated by producers and trading companies in order to distribute them to accredited social organisations. To do so, we incur charges – in particular, logistics, personnel and administrative. The fee is therefore an indispensable contribution to covering our operational expenditure, so that we can sustain our service over time.
Can the orders placed be amended or cancelled?
Please understand that we cannot amend or cancel orders (in part or whole), which we have already accepted.
Can I exchange or send back goods I have ordered?
No, this is not possible. The only exception are product recalls by producers or goods with defects.