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Shipping and delivery
Shipping and delivery
One product is a pre-order
If your order contains a product that is a pre-order, for environmental reasons the package will still not leave our warehouse until all ordered products are in stock. If you would like a partial delivery, please contact our customer service.
Where is my parcel?
We will inform you about the estimated delivery time of your order in the order confirmation – however, this time may vary depending on the selected items and the shipping method.
Why has my order not yet been shipped?
Please give us some time to prepare your order for shipment. We usually ship orders for consumables within 1-3 working days, some orders may take a little longer. Printer orders are excluded from this and generally have longer delivery times.
My package should have arrived already!
If it is not with a neighbor and the shipping status has not changed for 5 days, please contact us at kundenservice@komdruck.de.
What shipping options are available?
You can choose between standard shipping and express shipping.
- Standard shipping costs €9.90 in Germany. Additional costs may be incurred outside Germany. We will inform you about this in the order confirmation and, if required, in the previous offer. We will also inform you about the estimated delivery time of your order in the order overview and in your order confirmation email – however, this time may vary depending on the items selected and the shipping method.
- If you wish, you can specify express delivery when ordering for around €20-30. The parcel will then arrive within 1-2 working days.
Delivery always takes place from Monday to Friday with our shipping partner UPS.
Do delivery and returns cost anything?
Delivery:
Our standard delivery costs €9.90 to Germany.
Returns:
Returns are always free of charge.
What can I do if I have ordered to the wrong address?
You have already ordered, but the address is incorrect?
If the order has not yet been packed, you are welcome to contact us and inform us of the change. We will then try to implement this. To do this, we will send a request to our logistics team. Unfortunately, however, we cannot guarantee that the change can still be made. In the event that the order does not arrive, please contact us directly and we will of course be happy to resend it.
I have received a damaged parcel
We are sorry if a damaged parcel was delivered to you.
Are the ordered items undamaged?
If only the package has been damaged and you would like to return something, you can use the packaging of your choice for the return shipment (except for printers, please contact us and we will send you new packaging). Please use the return documents that you receive via our returns portal – enclose them in the package for an uncomplicated return.
Is an item damaged or missing during shipping?
A damage report to UPS is required for this. Please send us photos of the packaging via kundenservice@komdruck.de and let us know your delivery bill document number. We will then explain the next steps to you.
Returns and refunds
Can used or expired goods also be returned?
Printers can be returned within 14 days (test setting: 45 days) from the date of purchase. Consumables can be returned as long as they are still in their original packaging and the time until the expiration date is still more than 6 months.
Complaint
Is your item defective or damaged?
We are sorry to hear that. Please submit a complaint by filling out the form on the support page and following the instructions. Please provide as much information as possible so that we can check your complaint quickly.
Then send the item back to us
- First fill out our returns form, stating the delivery note number. Please fill this out as completely as possible to ensure smooth processing.
- If you require a return label, please contact kundenserivce@komdruck.de
Important! Print out the return form and enclose it with the parcel before sending it.
How do I return an item?
- First fill out our return form on the support page.
- If you need a return label, please contact us at kundenserivce@komdruck.de
- Important! Print out the return form and enclose it in the package. Send the parcel back to us and keep the receipt for your return in case you have any queries.
- We will receive notification of your return and will arrange for the invoice amount to be refunded as soon as possible.
Can I return several orders together?
In principle, this is not a problem. However, we would ask you to contact our customer service team in advance to discuss this.
In the worst case, complications can arise if different orders are sent together without prior agreement.
Order
Complaint
Is your item defective or damaged?
We are sorry to hear that. Please submit a complaint: Fill out the form on the support page and send the package back to us. Please provide as much information as possible so that we can check your complaint quickly.
Change or cancel order
Please contact us directly if you wish to change or cancel your booking.
We need the following information from you if you have ordered the wrong product:
- Document number
- Designation of the wrong product
- Correct product
We need the following information from you if you wish to change your address:
- Document number
- Previous address details
- New / Correct address
We need the following information from you if you wish to cancel an order:
- Document number
We will forward the change request to our shipping service provider. Unfortunately, however, we cannot guarantee in all cases that the change can still be taken into account.
Here you get to our Supportseite.
After completing the form, you will receive a return form with which you can return the items. The money will be refunded after we have received and checked your return. Please note that a return shipment is also required if you should receive a refund or the exchange product in individual cases before your return shipment.
If you have any further questions, we will of course be happy to help and advise you.
What can I do if I have ordered to the wrong address?
You have already ordered, but the address is incorrect?
If the order has not yet been dispatched, you are welcome to contact us and inform us of the changes. We will then try to implement this.
To do this, we will send a request to our logistics team.
Unfortunately, we cannot guarantee that the change can still be made.
In the event that the order does not arrive, please contact us directly and we will of course be happy to resend it.
I have received an item that I did not order
Ich habe einen Artikel erhalten, den ich nicht bestellt habe
Please contact us via one of the contact options. Give us the receipt number and the incorrect item. We will be happy to take care of it.
Payment
When will my return be refunded?
The credit note will be credited back to the bank account we have debited or offset against the next order.
When will I receive confirmation of my return?
Once we have received your return, we usually check the package within 2 working days.
How do I receive my invoice?
You will receive your invoice after delivery to the e-mail address you provided when ordering. This process can take 1-3 working days.
If you no longer have this e-mail, you are welcome to contact our colleagues in customer service. We will be happy to help you.