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.
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.
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.
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.
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/).
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.
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 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 do I receive my order confirmation?
If none of the emails have arrived, you may find them in your spam folder.
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 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
