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 your registration (once).
- When an order is placed, we check whether the goods ordered are suitable for the activities of your organisation.
- After the check, your ordered products will then be packed as quickly as possible.
- You will receive an invoice for the fee by e-mail.
- Your order is being shipped.
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?
Due to the amount of financial donations that MateriaBona has now received, we are now able to absorb the transport costs. This means that you no longer have to pay any transport costs.
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.