Help for Shop Operation

1. Basic order process

Since we sometimes sell quite "heavy" products, which in turn cannot be packed in a package with "breakable" goods, we can unfortunately only determine the shipping costs upon specific request. That's why no binding order will be placed with us after you send your shopping cart! You will first receive a copy of your request by email - this does not constitute an offer! We will endeavor to process your request as quickly as possible and then send you an exact offer including the cheapest delivery costs and possible discounts. If the desired items are not available in the required quantity or there are appropriate alternatives, we will note this in our offer. Only if you agree to this offer via email will you receive a written order confirmation or advance payment invoice.

As soon as the goods leave our premises, you will receive an email from us with the link to track the shipment. Shipping usually takes place within a week.

If the desired shipping method is "Pickup from Essen warehouse", we will create an order confirmation if there is complete availability and the pick-up date is specified (otherwise we will only create an offer with the alternatives). The availability in the shop only refers to delivery by mail order and not to immediate collection in the store. Unless otherwise stated, orders that reach us by 2 p.m. will be ready for collection from 9 a.m. on the next working day.

2. Setup of a customer account

Even if you are already registered in the BSZ computer system, you would still have to register once with us in the web shop (separate system). If you provide us with your previous BSZ customer number (starts with D.. - from April 2022) in the "BSZ customer number" field or use the email address we have on file, then our computer should automatically transfer your order request which can be assigned automatically. Your BSZ customer number will continue to be retained as the web shop customer number is only used internally by the shop.

3. Check of e-mail and postal address

So that we can send you a copy of your order request (see 1.) and later the offer, it is important that the email address is free of typographical errors. We check deliverability. If this cannot be delivered, you will receive a red notice. Please correct your email accordingly.

Please enter the country first and then the desired postal code - after entering the first digits you will receive corresponding suggestions. The location is automatically filled based on the postal code!

You can then type in the first letters of your street and you will receive possible street names that match your postal code. If the street you want is not available, you probably did not enter the correct zip code.

After leaving the field with the house number, the complete address is checked again for validity. If the address is invalid, you will receive appropriate suggestions. Only if you are 100% sure that the address you entered is correct (e.g. unknown address in a new development area) can you confirm the address as an exception. Unfortunately, if the shipment cannot be delivered, we cannot cover the additional costs incurred!

4. VAT-ID-Number for enquiries from EU countries

If you have a company and a valid VAT number, please enter it with the country code in capital letters and without spaces. When you click on the “Continue” button, the validity is checked. It is also checked whether the company name and city entered match this number. If the check produces a positive result, you can continue your request without charging sales tax. It is ideal if the postal code and street address are also correct - but this is not absolutely necessary. You will receive a corresponding success message on the next page. Please find the required company details in your VAT number registration.

The validation takes place via servers of the Federal Central Tax Office of Germany. If the server cannot be reached due to maintenance work (particularly at night), the VAT number unfortunately cannot be checked. You will receive a corresponding message. Please make your request at another time or remove the number from the corresponding field.

If you enter an email or BSZ customer number stored in our system according to 1.), then the stored sales tax identification number takes priority. If, despite your efforts, you are unable to resolve any discrepancies in the VAT number check, you must empty the relevant field with the VAT number in order to continue. Please then write the problematic sales tax identification number in the comments field.