Help

Ordering

Finding products The range is in the sidebar, ordered by category; category pages filter and sort by price and properties. Search finds products by name, description or article number, also by parts of a word. Into the basket On the product page you choose a variant if there are several (e.g. a length) and the quantity. Some goods can be ordered in decimal quantities, e.g. 2.5 m³. Larger quantities often get cheaper graduated prices; they are listed on the product page. Made-to-measure products you put together yourself: choose options, enter dimensions in millimetres, and the price is calculated at once, line by line. Invalid dimensions are shown right at the field. Add to basket adds the product. The basket (top right) always shows current prices; there you change quantities or Remove lines. You can fill your basket without an account: when you sign in later, it is kept. Checkout Proceed to checkout takes you to sign in if you are not signed in yet (an account is quickly made, see Your account). At checkout you choose: Billing address and delivery address from your addresses, or you add new ones or correct one ("Edit") right there, without leaving the checkout. Shipping: parcel, freight (for large and heavy goods) or pickup. Which are possible depends on the goods; the costs are shown with them. Payment: see Paying. Optionally a note about the order. On the right are the totals with VAT. Ticking the terms and Place binding order makes the order binding. After ordering You get an order confirmation by email, with the confirmation as PDF. My account → My orders lists all your orders with their state: State Meaning Placed your order has arrived Confirmed we have checked and accepted it Paid your payment has arrived Shipped / Ready for pickup on its way to you, or ready to be collected Completed delivered or collected We let you know about the important steps (confirmation, payment, shipping or ready for pickup, cancellation) by email. To change or cancel something, write to us through Advice or by email.

Your account

Registering and signing in Register asks for your name, email address and a password; you get an email with a link to confirm it. You can sign in in two ways: with email address and password, without a password: Request magic link sends you a link that signs you in. If there is no account for the address yet, it is created; we then ask for your name. Forgot your password? sends a link to set a new one. After several wrong attempts, signing in is blocked for a quarter of an hour; that protects your account. My account The person icon at the top right leads to: My account: name, phone and language (German or English; our emails to you use it too), and Change password. Changing the password signs you out everywhere. My addresses: as many addresses as you like, with company and VAT number for business customers. One each is your default billing and default delivery address; checkout preselects them. We can only deliver to the countries offered for delivery addresses. My orders: all orders with their state, items and order confirmation (PDF). My offers: offers from our advisers, see Advice and offers. Sign out.

Paying

At checkout you choose how to pay. Which methods are offered depends on the shop, the shipping method and your account. Method How it works Pay online After ordering you go straight to our payment provider's page, e.g. for card or EPS transfer. Then you come back to your order; it is paid as soon as the payment is confirmed. Prepayment You transfer the amount stating the order number; the account details are in the order confirmation and on the order page. Invoice You get an invoice with the delivery, payable within 14 days. Only for customers we have approved for it. Payment on pickup in cash or by card when you collect the goods; for pickup only. Paying online If the payment failed or you cancelled it, your order stays and the goods remain reserved. The order page (My account → My orders) then offers Pay now for a new attempt. When the payment has arrived, you get an email "Payment received". Paying online is only possible when the amount is final; for freight goods whose costs are still open you pay differently. Cancellation and refund If an order already paid online is cancelled, we refund the amount through the payment provider to the same payment method; the cancellation email tells you so. If you paid another way, we refund an amount already paid as well.

Advice and offers

Advice in the chat At the bottom right of every page, Advice opens the chat with our experts; on product pages Get advice starts a conversation about that very product. You don't need an account. The chat stays open while you browse the shop. If nobody is available right now, a two-minute countdown runs. Then you can ask for an answer by email or a callback; we will get back to you. In the conversation we can recommend products (as a card with image, price and a link to the product), and send links to useful pages and files such as plans or data sheets. If you have left the shop, we send our answers by email, with a link back into the chat (for guests only if you gave us an email address). After the conversation we are glad about a rating with 1 to 5 stars; No, thanks skips it. If you sign in during a conversation, it belongs to your account afterwards. Calls Your consultant can call you during the conversation, right in the shop, without a phone number or an extra program: it rings in the chat, and you answer with Answer or decline with Decline. If you would rather talk than write, ask for a call with the phone icon at the top of the chat. Your microphone is needed for the call; your browser asks for it the first time. Your camera stays off until you turn it on. Share screen: you can show us a sketch, for example, and we can show you a plan. Browsing on: the call continues while you look at other pages of the shop. Hang up ends the call. Calls run through our server and are not recorded. Offers For larger projects we make you an offer, also with items such as assembly or delivery. You need an account for it. You find it under My account → My offers, as a card in the chat and in an email with the offer as PDF. The offer is valid until the date it states. If we change it, you get a new version with the same number. Accept offer leads to checkout: you choose addresses, shipping and payment as usual, and the items and prices come unchanged from the offer. Your basket stays untouched. Print and Open PDF show the offer as a document. An expired offer can no longer be ordered; just ask us for a new one.