FAQ / Help
Frequently asked questions!
General questions
What are the payment options?
We accept payments within Germany via PayPal, Paypal Express, delivery on account (Only for existing customers), credit card payment via Paypal and installment payment via Paypal. Outside Germany, payment can be made via PayPal, PayPal Express and credit card payment via PayPal.
How can I cancel my order?
To cancel an item, please fill out the right of withdrawal form and send it to our customer service by e-mail to info@der-materialspezialist.com (Please note that custom-made items are excluded from exchange/return).
How can I contact customer service?
You can contact us by e-mail at info@der-materialspezialist.com or by telephone on +49 (0)7733 / 5066360.
Do you have a store?
We are purely an online mail order business and unfortunately do not offer on-site sales.
Order
How do I order articles?
Select your country in the top bar under "Choose delivery country". Place the desired items in the shopping cart. Go to the checkout and select your payment method.
I cannot select my state / region.
In order for your federal states / regions to be displayed, you must first select your delivery country in the top bar under "Choose delivery country".
Do you have a catalog that can be ordered?
In the shopping cart you have the option of adding a printed catalog to your order.
Where can I view all my previous orders?
If you have opened a customer account with us, you can view all the orders you have placed with us to date under Your account --> Your account.
My address has changed. Where can I change it?
If you have opened a customer account with us, you can change, edit and delete your address book entries under Your account --> Your account --> Display/change address book details.
Shipping and delivery
How long does shipping take?
The delivery time within Germany is usually approx. 1-3 working days, depending on your location. The delivery time to countries within the EU is approx. 5-10 working days. Outside the EU we expect 10-21 working days.
Can I check the delivery status of my order?
Yes, you will receive a shipping confirmation email with a tracking link to check the delivery status. Please also check your spam folder!
Which shipping company do you use?
We ship our goods exclusively by DHL/German Post.
How much are the shipping costs?
The shipping costs within Germany depend on the total price of the ordered goods:
Orders worth between 0.01 and 89.99 euros = 4.90 euros.
Orders worth 90.00 Euro or more = 7.90 Euro
The following flat-rate shipping costs apply per order for shipping abroad:
Within the EU from net 7.98 Euro + VAT of the respective country.
Outside the EU flat rate 13.90 Euro
Orders worth between 0.01 and 89.99 euros = 4.90 euros.
Orders worth 90.00 Euro or more = 7.90 Euro
The following flat-rate shipping costs apply per order for shipping abroad:
Within the EU from net 7.98 Euro + VAT of the respective country.
Outside the EU flat rate 13.90 Euro
