Does Paulmann also offer a cutting service for other rail systems?
No, only the rails from the URail system can be cut to size in Paulmann’s in-house workshop.
The pre-sale voucher hasn’t been redeemed – what should I do?
Please contact our customer service team. Do not place the order just yet.
The rail cut-off is not stated on the order confirmation – what should I do?
Please contact our customer service team.
The page or shopping basket is loading very slowly – what is the cause?
An increase in page views on Black Friday may result in longer loading times.
Is there a minimum order value to qualify for the Black Friday discount?
No, there is none.
No one in customer services can be contacted by email or phone – what should I do?
We apologise for the delay and will endeavour to respond to your enquiry as soon as possible. Please bear with us, as we are currently experiencing a very high volume of enquiries by telephone and email.
Within what timeframe must an item be returned?
At Paulmann, you have a 14-day right of return from the date you receive your order. Within this period, you can return the items you have purchased free of charge for a refund or an exchange. This also applies to partial deliveries. You can also make a claim for faulty items within the warranty period.
Can the Black Friday discount be applied to the entire range?
The discount applies to all items in the Paulmann range.
Can the Black Friday discount be combined with other vouchers?
The Black Friday discount cannot be combined with other vouchers.
Can the pre-sale voucher be redeemed on the entire range?
Yes, the pre-sale voucher is valid for items across the entire Paulmann range.
Do I need to use a returns label when sending the item back?
Can the Black Friday discount be applied in advance?
The discount is valid exclusively on Black Friday, 28 November 2025. If you log in via our website, you can place orders in our online shop under the same terms and conditions as early as Wednesday and Thursday, 26 and 27 November 2025. The 30 per cent discount is not available before then.
Could there be delays with Black Friday deliveries?
Paulmann has made internal preparations to cope with the high demand on Black Friday. Orders are delivered in collaboration with external parcel delivery services. Due to particularly high volumes, there may be delays beyond Paulmann’s control.
No, custom-made rails are excluded from the returns policy.
My shopping basket isn't loading any further – what should I do?
Please wait until an error message appears or the process is complete.
Will the delivery time be extended if the rails need to be cut to size?
Yes, the standard delivery time is usually extended by 2 days.
When will the pre-sale voucher be sent?
Once you have successfully logged in to the Paulmann online shop to sign up for the free newsletter, you will receive an email confirming your registration. Once you have clicked on the confirmation link, you will receive the pre-sale voucher in a second email.
When will the Black Friday discount be applied?
The discount will be applied automatically in the shopping basket. None of the following actions are required.
Why is the ‘pay in advance’ payment method currently the only one that works?
Paulmann works with external payment service providers. During periods of high demand, temporary disruptions may occur over which Paulmann has no control. Please therefore pay in advance or try again at a later time.
What should I do if the voucher code hasn’t been sent?
If the voucher code has not been sent to you by email, please enter the following discount code in your basket: Black2024. To activate it, please click on the arrow next to the input field so that the purchase price is recalculated.
What should you do if the discount has disappeared from your basket?
If the discount is indeed no longer in your basket, you can simply re-enter it in the shop. The code is: BLACK2025. Please note that the voucher cannot be used twice or combined with other offers.
What happens to the pre-sale voucher or discount used in the event of a partial return?
If an order is only partially cancelled, the pre-sale voucher or discount will still be applied to the remaining items. As the calculation is made on a pro rata basis across all items, you will be refunded the amount for the cancelled items, minus the value of the voucher.
Which payment methods can be used on Black Friday?
For your Black Friday purchase, you can choose from a range of payment methods:DE: Prepayment, credit card, PayPal, Apple Pay, PayKauf on accountAT: Prepayment, credit card, PayPal, Apple Pay, PayKauf on account, EPSCH: Prepayment, credit card, PayPal, Apple Pay, TWINT
What are the benefits of signing up for the newsletter before Black Friday?
By signing up for our free newsletter, you’ll have the chance to take part in the pre-sale on 26–27 November, two days before Black Friday. This means you’ll get a whopping 30% discount a full two days before Black Friday!
How high are the shipping costs in the Paulmann online shop?
Shipping costs are calculated based on the order value after deduction of any voucher or discount. For orders up to a value of €49.99, including any vouchers or discounts, shipping costs of €4.90 apply. Shipping costs are free of charge for orders with a value of €50.00 or more, including any vouchers or discounts.
How can I access customer support on Black Friday?
You can contact our customer service team via the contact form (https://de.paulmann.com/paulmann/shop/kontaktformular/), via chat or by telephone via our service hotline: 05041 998-339 (26, 27 and 28 November 2025 from 08:00 to 17:00). WhatsApp will not be available during the promotional days.
How can I access Paulmann’s customer service on Black Friday?
You can find answers to many questions in our Support Centre (https://de.paulmann.com/service/support-center/). Our live chat will be available on 26, 27 and 28 November 2025 from 08:00 to 17:00. There may be some delays during the promotional days. The WhatsApp channel will not be available during the promotional days.
What should be done if none of the order confirmations have been received?
Due to the high volume of orders received for the Black Friday promotion, there are unfortunately currently delays in sending out order confirmations. We are working flat out to process these and would ask for your patience.
How long is the pre-sale voucher valid for?
The pre-sale voucher is valid exclusively on Wednesday and Thursday, 26 and 27 November 2025.
How long is the Black Friday discount valid for?
The discount is valid exclusively on Black Friday, 28 November 2025.
How many times can the pre-sale voucher or discount be redeemed?
The voucher or discount can be redeemed as often as you like.
Why is the 1.50 m URail track in black (item no. 95666) currently unavailable?
Is the discount still applied to items that are out of stock?
On the product page, you will find information about the availability of our items to the right of the product images. Items with a yellow delivery status can be delivered within three weeks at the latest. Here, you’ll be offered a discount on these. Items with a red delivery status cannot be ordered. Therefore, the discount cannot be redeemed on these items.
Will there be a Black Friday sale again this year?
We’ll be running another Black Friday discount promotion this year. This year, Black Friday falls on 27 November 2026.
Where can I redeem the pre-sale voucher?
You can redeem your pre-sale voucher in your basket. To do this, proceed to the checkout and select the option to edit your basket. In the basket, you’ll find a field for entering the voucher code in the bottom left-hand corner.
Where is my delivery following my Black Friday order?
Following our Black Friday promotion, there may be delays due to the high volume of orders. In addition, when ordering URail tracks, parcels may arrive on different days.
Where can a rail be cut to length?
You can select the length you require when adding the rail to your basket on the product page.
What are the opening hours for Paulmann’s customer service?
You can contact us on weekdays, from Monday to friday, between 08:00 and 17:00, via the chat form or by telephone.
