Verified: 21 March 2026 07:15 pm CET
Industry: Food Delivery Services & Aggregator
Jurisdiction: Germany
Primary Regulator: General Consumer Protection Law
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Lieferando staff will never ask for your account password, or demand you pay a “courier release fee” via generic PayPal links or prepaid gift cards.
Level 1: Customer Support (Kundenservice)
- How to complain: Submit your issue directly through the “Help” section within the Lieferando app or website (this is the fastest method as it links directly to your order ID). Alternatively, you can email info@lieferando.de or call their legally mandated corporate switchboard at 030 / 837 96 000.
- Source Verification: Impressum - Lieferando
- Availability: The customer service phone line operates Monday to Sunday from 08:00 to 01:00 (CET). In-app support is monitored continuously during operational hours.
- Source Verification: AGB - Lieferando
- Timeline: Lieferando aims to resolve missing items or wrong orders immediately via automated partial refunds in the app, or within a few business days for manual reviews.
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate your financial dispute (e.g., unjustified charges, ignored refund requests for undelivered food, or platform account bans) by sending a registered letter with return receipt (Einschreiben mit Rückschein) to their legally registered headquarters. Do not send legal notices to the “Lieferando” brand name. Address it to the Management Board, yd. yourdelivery GmbH, Cuvrystr. 50, 52, 54, 10997 Berlin, Germany. Clearly state your order number, claim amount, and set a legally binding 14-day deadline (Mahnung) for a refund.
- Source Verification: Impressum - Lieferando
- Timeline: The legally binding deadline of 14 days (set via your Mahnung) provides the company a strict timeframe to resolve the issue before they legally default (in Verzug geraten).
Level 3: Regulatory Authority / ADR
- Authority: Stop! Do not send your complaint to the Universalschlichtungsstelle. yd. yourdelivery GmbH explicitly refuses to participate in any voluntary consumer arbitration boards in Germany. Sending your dispute to an ombudsman will result in an automatic rejection and waste your time. (Note: If your dispute is strictly with the restaurant that delivered the food themselves, you must escalate against the restaurant’s legal entity, not Lieferando).
- Source Verification: Impressum / EU Dispute Resolution - Lieferando
- Timeline: N/A due to the company’s refusal of out-of-court arbitration.
Level 4: Legal Action
- Pre-Litigation: Before initiating formal court proceedings, you can seek case-specific legal assistance from your local Consumer Advice Centre (Verbraucherzentrale) to evaluate the disputed charge, especially if it involves the complex liability split between the platform and a local restaurant.
- Source Verification: Verbraucherzentrale
- Court/Arbitration: Because Lieferando blocks arbitration, your only legally binding escalation path is to initiate the judicial dunning process (gerichtliches Mahnverfahren) online to obtain an enforceable payment title against yd. yourdelivery GmbH, or file a civil lawsuit at the local district court (Amtsgericht).
- Source Verification: Gemeinsames Mahnportal der Länder
Community Action: Is Lieferando refusing to refund you after a driver marked your food as “delivered” but it never arrived, or blaming the local restaurant for a missing item? Reply below (do not share your passwords, full order numbers, or PINs), and our community will point you to the right legal templates!