Support Center

Can a cut-to-length URail track be returned?

Shortened rails cannot be returned or exchanged.

What is the guarantee like at the local dealer?

Paulmann offers a total of 5 years’ guarantee. Light bulbs, which are considered consumables, are excluded from this guarantee. The statutory warranty period of 12 months applies. During the 24-month warranty period following purchase, any reclamations must be made through the retailer. For the following 36 months, please contact Paulmann Customer Services with your proof of purchase.

Is there an express delivery option?

We do not currently offer this service.

Can orders only be placed online?

Orders can only be placed via the online shop. We do not accept orders manually by telephone, email or chat.

Can the payment method be changed at a later date?

It is not possible to change the payment method at a later date.

Can a voucher be applied retrospectively?

It is not possible to apply a voucher retrospectively.

When will I be refunded for the returned item?

Once the goods have been received, your return will be edited as quickly as possible, and the refund will be arranged upon receipt of the credit note confirmation.

What is the guarantee like when buying from an online retailer?

Paulmann offers a total of 5 years’ guarantee. Light bulbs, which are considered consumables, are excluded from this guarantee. The statutory warranty period of 12 months applies. During the 24-month warranty period following purchase, any reclamations must be made via the retailer. For the following 36 months, please contact Paulmann Customer Services with your proof of purchase.

Is there a minimum order value?

There is none.

How do I get the €5 newsletter voucher?

Anyone who signs up for the newsletter via the link below will subsequently receive a 5-euro voucher in a separate email (redeemable on orders of 50 euros or more):DE: https://de.paulmann.com/paulmann/shop/newsletter/registrierung/
(https://de.paulmann.com/paulmann/shop/newsletter/registrierung/) AT: https://at.paulmann.com/paulmann/shop/newsletter/registrierung/
(https://at.paulmann.com/paulmann/shop/newsletter/registrierung/) CH: ​​​https://ch.paulmann.com/de/paulmann/shop/newsletter/registrierung/

What is the guarantee like in the Paulmann online shop?

We offer a 5-year guarantee on all Paulmann products. Light bulbs, which are considered consumables, are excluded from this guarantee. The statutory 12-month guarantee applies.

How do I subscribe to or log out of the newsletter?

You can subscribe to or log out of the newsletter here: Shop DE (https://de.paulmann.com/paulmann/shop/newsletter/registrierung/)Shop AT (https://at.paulmann.com/paulmann/shop/newsletter/registrierung/) Shop CH (https://ch.paulmann.com/de/paulmann/shop/newsletter/registrierung/)

When will payment for the order be made?

If you choose to pay on account, you have 14 days to pay for your order. If you pay for your order in advance, the purchase price is due immediately. You will receive the bank transfer details as soon as we receive your order. If you use the credit card or PayPal payment method, the amount of your order will be debited directly from your credit card or PayPal account.

What happens to a faulty item?

Within the returns period, you can create a returns label marked ‘Replacement’. Once we have received your return, we will replace the faulty item straight away. If the returns period has expired, please contact us.

Are there any areas or regions that Paulmann does not supply?

The following areas/regions are excluded from delivery by our shop: Postcode - Town - District/Town 2 27498 Helgoland - Schleswig-Holstein 25849 Pellworm - North Frisian Islands 25859 Hallig Hooge – North Frisian Islands 25863 Langeneß – North Frisian Islands 25869 Gröde – North Frisian Islands 25938 Föhr – North Frisian Islands 25946 Nebel, Norddorf, Wittdün – North Frisian Islands 25980 Sylt – North Frisian Islands 25992 List, Kampen (Sylt) – North Frisian Islands 25996 Wenningstedt (Sylt) – North Frisian Islands 25997 Hörnum (Sylt) – North Frisian Islands 25999 Kampen (Sylt) – North Frisian Islands 26465 Langeoog – North Sea Islands 26474 Spiekeroog – North Sea Islands 26486 Wangerooge – North Sea Islands 26548 Norderney – North Sea Islands 26571 Juist – North Sea Islands 26579 Baltrum – North Sea Islands 26757 Borkum – North Sea Islands 27499 Neuwerk – North Sea Islands 78266 Büsingen – Switzerland 83256 Chiemsee – Bavaria

How do I change the billing address?

A billing address can only be amended in the shopping basket before the order is submitted. Once the order has been submitted, it is no longer possible to make any changes.

What happens to vouchers in the event of partial returns?

If an order is only partially cancelled, the voucher will remain valid for the remaining items. As the voucher is applied proportionally to all items, you will be refunded the cost of the cancelled items, minus the value of the voucher.

For how long are replacement parts for Paulmann products available?

At present, there is none of the obligation to ensure the availability of spare parts for lamps and lights. Under the terms of the guarantee, we cannot, as a matter of principle, supply parts several years after production has ceased. In such cases, the only options are replacement with an alternative product or compensation.

Which countries does Paulmann generally deliver to?

Paulmann operates more country-specific online shops. When making a purchase in these shops, the billing and shipping addresses must be specified for the relevant country. Cross-border orders are not currently possible with Paulmann. Germany DE-DE (https://de.paulmann.com/) Austria AT-DE (https://at.paulmann.com/) Switzerland CH-DE (https://ch.paulmann.com/de) Switzerland CH-FR (https://ch.paulmann.com/fr/) France FR-FR (https://fr.paulmann.com/) Belgium BE-NL (https://be.paulmann.com/nl) Belgium BE-FR (https://be.paulmann.com/fr/) Netherlands NL-NL (https://nl.paulmann.com/) United Kingdom UK-EN (https://uk.paulmann.com/) Poland PL-PL (https://pl.paulmann.com/) Denmark DK-EN (https://dk.paulmann.com/) Czech Republic CZ-CZ (https://cz.paulmann.com/)

What does ‘payment in advance’ mean?

The purchase price is payable immediately. You will receive the bank details for the transfer as soon as your order has been received. The goods will only be dispatched once payment has been received.

Is delivery outside Germany possible?

The German online shop (https://de.paulmann.com/) only offers delivery within Germany. For delivery to another country, please switch to the relevant shop. Please note: The billing and shipping addresses must always match the country shop you are visiting! Germany (https://de.paulmann.com/) Austria (https://at.paulmann.com/) Switzerland (https://ch.paulmann.com/de) France (https://fr.paulmann.com/) Belgium (https://be.paulmann.com/nl) Netherlands (https://nl.paulmann.com/) United Kingdom (https://uk.paulmann.com/) Denmark (https://dk.paulmann.com/) Poland PL-PL (https://pl.paulmann.com/) Czech Republic CZ-CZ (https://cz.paulmann.com/)

What is Apple Pay?

You pay the invoice amount using the debit or credit card linked to Apple Pay, using a compatible device running the latest version of iOS, iPadOS, watchOS, macOS or visionOS. Authentication is carried out using Face ID, Touch ID, Optic ID or a code on your device (Apple Inc., One Apple Park Way, Cupertino, CA 95014, USA).

How can I obtain replacement parts for damaged items?

We do not stock all the required replacement parts for every item; this needs to be checked internally. During the guarantee period, replacement parts can be replaced free of charge; outside the guarantee period, any available replacement parts can be purchased.

How do I return an item?

Within the 14-day right of return, goods may be returned to us free of charge for a refund of the purchase price without giving a reason. You can request your returns label directly from the Returns Centre (DE (https://de.paulmann.com/paulmann/shop/rueckgabe/) – AT (https://at.paulmann.com/paulmann/shop/rueckgabe/)-CH (https://ch.paulmann.com/de/paulmann/shop/rueckgabe/)).

How can I delete my customer account?

To do this, we need a detailed email containing the customer’s details and a request for their data to be deleted.

How do I cancel a booking?

If you wish to cancel your order, you can do so by using a clear statement as a medium and sending it via email to info@paulmann.de. Please bear in mind that, as orders are dispatched quickly, cancellation is usually not possible for payments made by credit card, PayPal or on account.

Is it possible to have goods delivered abroad?

The billing and shipping address must always correspond to the country of the online shop you are visiting. Please check the website you are visiting, e.g.https://de.paulmann.com/für for Germany, https://at.paulmann.com/ for Austria or https://ch.paulmann.com/de for Switzerland.

How do I make a complaint about Paulmann products if I ordered them from Amazon?

Please contact Amazon directly regarding your reclamation. Online retailers offer a two-year warranty on our products. During these two years, Amazon will handle your reclamation to your satisfaction. Please go to the Amazon homepage. At the bottom right of the page, click on the ‘Customer Service’ menu item and then on the ‘Contact Us’ button. Enter your order number and describe the problem. You can also request a callback here.

What is the difference between a direct PayPal payment and a PayPal payment after logging in?

With the ‘Go directly to PayPal’ option, we provide the customer and delivery details to PayPal, and these cannot be changed by the customer. To amend any details in the order, the information must be entered manually via the shopping basket, either as a registered customer or as a guest.

How can I change my password?

Once you have completed the login, you can select ‘Change password’ under the ‘Personal profile’ section at the bottom of the page. Here, you must enter your new password twice; once you have entered your current password, the new password will be saved.

As a guest customer, how do I create a returns form?

Guest customers can create a free returns label for their order via our Returns Centre (DE (https://de.paulmann.com/paulmann/shop/rueckgabe/)-AT (https://at.paulmann.com/paulmann/shop/rueckgabe/)-CH (https://ch.paulmann.com/de/paulmann/shop/rueckgabe/)) to generate a free return label for an order.

What is the guarantee period for light bulbs?

As consumables, light bulbs are covered by a 12-month warranty.

How do I create a customer account?

You can create a customer account on our website (https://de.paulmann.com/account/login).

Can one obtain a customs authorisation or export documents from Paulmann if one wishes to have the consignment exported to another country (a third country) upon receipt?

Orders placed via our online shop are edited as domestic deliveries based on the billing and shipping address details provided. Due to automated processes, it is unfortunately not possible to issue export documents retrospectively. Furthermore, we expressly point out that Paulmann shall under no circumstances act as, or be named as, the exporter for this consignment if we do not deliver directly to the country of destination. We do not grant any power of attorney in this regard.

What is purchase on account?

Purchases on account are processed via our payment service provider, Unzer, and require a separate review; this is why you will receive your order confirmation with a slight delay. The goods you have ordered will be dispatched to you at the same time as the invoice. The purchase price is payable within 14 calendar days of the invoice date.

As a registered customer, how do I create a returns authorisation?

Once they have signed up to use our online shop, registered customers can view their previous orders. Once they have selected an order, they can request a return label for the selected items.

How long is Paulmann’s guarantee generally?

Paulmann offers a 5-year guarantee in total. Light bulbs, which are considered consumables, are excluded from this guarantee. The statutory 12-month guarantee applies.

Why isn’t the tracking link in the confirmation email working?

The parcel cannot be tracked until the courier has scanned it. Please try again later.

What is a credit card?

Once you have completed the ordering process, you will be redirected to the Mastercard/Visa website. By entering your details, you confirm your identity and can complete the payment to us. Your credit card account will be debited immediately. This allows us to edit your order straight away and dispatch it as quickly as possible.

How should customer data be changed?

You can change your address details whilst logged in under ‘Account’. It is important that you also inform our customer service team of any changes. Your email address cannot be changed. To do so, please create a new customer account.

As a registered customer, how can I obtain a return label?

Once the login is completed for our online shop, signed-up customers can view their previous orders. Once they have selected an order, they can request a return label for selected items.

Why can't the email address in the customer account be changed?

The email address is the unique identifier for a customer record in the online shop. For this reason, it cannot be changed; a new account must be created using the new email address.

What is PayPal?

You will pay the invoice amount via the online payment provider PayPal (Europe) S.à r.l. & Cie, S.C.A., 5th floor, 22–24 Boulevard Royal, 2449 Luxembourg. You must sign up with PayPal or sign up first. During the ordering process, you will be redirected to the PayPal website, where you can log in using your credentials and confirm the payment instruction to us. In this case, the purchase price is due for payment immediately.

Why are many Paulmann items sent in boxes that are too big?

Environmental protection and the conservation of resources are key issues for Paulmann. For this reason, we are constantly working to optimise our packaging and dispatch processes. The volume of outer packaging is, quite rightly, a point of criticism for some items. We sell online via our own online shop, as well as through many other online retailers and via high-street shops. To ensure prompt delivery, we use a semi-automated warehouse system. As a result of this approach, the outer packaging may not always be ideally suited to the contents. We have already resolved the issue of shipping very small items, which are now packed in the smallest possible packaging. Further optimisations are planned for the future.

What payment methods are available?

For your purchase in the Paulmann Online Shop, we offer a wide range of payment methods: DE: Prepayment, credit card, PayPal, Apple Pay, purchase on account AT: Prepayment, credit card, PayPal, Apple Pay, purchase on account, EPS CH: Prepayment, credit card, PayPal, Apple Pay, TWINT

Why hasn’t my order been delivered even though I’ve paid for it?

Here, there may be a delay in delivery. This means that some or all of the items may not be available for immediate delivery. If there is a delay in delivery, you will receive an email with the new delivery date. Please also check whether you have received an order confirmation; if not, please feel free to contact our customer service team.

How do I get a returns label as a guest customer?

Guest customers can obtain a free return label for an order via our Returns Centre.

How do I redeem a voucher in the Paulmann online shop?

The voucher code can be entered either in the sidebar or during checkout. Once you have entered the discount code, click the tick to activate it.
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What does ‘carbon-neutral transport’ mean?

Our delivery partner, DPD, is constantly working to keep its carbon footprint as low as possible and closely monitors the greenhouse gas emissions it generates. Unavoidable transport emissions are offset through investment in renewable energy projects and clean energy generation. This ensures that the carbon footprint is reduced and neutralised as far as possible. You can find out more here (https://www.dpd.com/de/de/sustainability/).

How do I obtain a returns label for the Swiss shop?

You have the right of return within 14 days of receipt without giving a reason. Please contact our sales representative in Switzerland (https://ch.paulmann.com/de/paulmann/shop/rueckgabe/) to arrange a return; they will provide you with a return label.

How can a bundle be returned?

Our standard returns policy applies to bundles. Please note that bundles can only be returned in their entirety. This means that, in the event of a return, all products included in the bundle must be returned together.

What happens if no one is at home when the delivery arrives?

If you are not at home at the time the parcel is due to be delivered, you will receive a notification from DPD/DHL regarding the delivery attempt and what to do next.

When shopping at the Austrian shop, how can I receive a Netto invoice as a business?

Our Austrian online shop is an independent business that is primarily aimed at end customers. Although our company is based in Germany, in the mail-order business we are required to pay VAT in Austria in accordance with the destination principle if the turnover threshold is exceeded; this is why Austrian VAT (20 per cent) is shown on the invoices. We pay VAT via the OSS procedure. For technical and tax reasons, it is not possible to amend the invoice retrospectively.

How long is the returns period?

You can return your order to us within 14 days without giving any reason.

How can vouchers be redeemed?

The voucher code can only be entered in the shopping basket.

What happens if the order is delivered in two parts at different times?

We only charge any shipping costs once, but if deliveries are not made at the same time, we will send two separate invoices for the partial deliveries by email

How do I return my URail order?

Ideally, the number of returns created should match the number of parcels. This allows the shop to accept each parcel individually and arrange for it to be transported accordingly.

What are Paulmann’s bank details?

Please do not make any payments without first receiving an invoice. Please use the bank transfer details provided in the invoice sent to you by email. If none of the following documents have been received: an order confirmation or invoice, it may have been marked as spam or junk mail. Otherwise, our customer service team will be happy to resend the document.

How are rails or profiles delivered?

Rails and profiles are always dispatched in a separate parcel. This may cause a one-day delay in delivery, as these are bulky items and we need to make manual adjustments.

How is the invoice sent?

You will receive the invoice by email as soon as the order has been dispatched.

How do I receive my order confirmation?

If none of the emails have arrived, you may find them in your spam folder.

How do I exchange items?

A direct exchange – for example, receiving the item you ordered in a different colour – is not automatically possible. The unwanted product must be registered for return (the purchase price will then be refunded) and the correct version must be reordered separately.

How high are the shipping costs in the Paulmann online shop?

The Paulmann Online Shop charges the following shipping costs: DE/AT: EUR 4.90 per parcel; shipping is free of charge for orders totalling EUR 50 or more CH: CHF 12 per parcel; delivery is free of charge for orders totalling CHF 250 or more

How should returns involving parcels with a length of more than 1 metre be processed?

For returns of non-standard items over 1 metre in length (rails, profiles, etc.), you can arrange a return via the following link: https://de.paulmann.com/paulmann/shop/rueckgabe/ We will be in touch shortly to arrange for a collection by a transport provider from your premises.

How is VAT refunded if a company based in another country places an order directly with Paulmann online?

In our online shop, we sell exclusively to end consumers with VAT registered in accordance with the country of delivery. We therefore do not offer a VAT refund for exports to third countries.

How much does it cost to return the item?

We will cover the cost of returning the goods if you use a return label provided by us.

Where can I find the invoice?

Once the goods have been dispatched, the invoice will be generated and sent to the email address on file. If you haven’t received it, you may find it in your spam folder. Please contact our customer service team if you would like us to resend it. If you have created an account with us, you can also find it in the ‘My Account’ area.

How can I track an order?

In the second step of the ordering process, you can select the shipping method for your order. You can choose between DPD and DHL for deliveries throughout Germany. Please note that if you are paying by invoice, shipping via DPD is the only option available. The tracking link will be sent to you by email once the dispatch documents have been prepared and can also be viewed in your customer account once the order has been placed.

How can I get a quote from Paulmann?

As a registered reseller, you can request a quote from the relevant administrator, specifying the items and quantities.We do not provide separate quotations for end customers; the prices listed in the shop apply. Should a larger order be placed, our customer service team can assist by providing a discount voucher.

How can the order be sent to a different shipping address?

During the ordering process, you have the option to specify a different shipping address within Germany. If none of the shipping addresses are specified, the order address will be used. In all cases, the invoice will be sent to the order address.

How sustainable is Paulmann packaging?

Recyclable cardboard already accounts for over 90 per cent of our packaging. For outer packaging, we use cardboard envelopes and boxes for smaller deliveries, which we fill with 100 per cent recycled paper where necessary. For larger deliveries, it is currently still necessary to fill the cartons with recyclable air cushions made from 100 per cent recycled plastic to prevent damage in transit.

What are the delivery times?

Availability is always shown on the product details page. Depending on the payment method, available products are normally delivered within 2 days in Germany and Austria.

How will the item I’ve ordered be delivered?

The delivery method for your order depends on the size and weight of the items you have ordered. We usually deliver via parcel post with DPD. Alternatively, you can select DHL as your delivery provider during the ordering process.

Will my order be delivered in time for Christmas?

Orders placed via our online shop by the specified time will be dispatched on the same day and, according to the logistics provider, will reach their destination before Christmas. DE: 19 December – 3.00 pm AT: 17 December – 3.00 pm CH: 17 December – 3.00 pm