Frequently Asked Questions


Do you need to create a customer account to order from

It is not mandatory to create a customer account with us. You can also place your order as a guest. Having a customer account has the advantage that your personal data are saved and you can view information about your orders at any time.

Where can you see your orders and their details?

All details about your current and previous orders can be found in your customer account, if you have registered as a customer with us and have placed your order using your customer account. If you have ordered as a guest, you can see the details of your order in the order confirmation that we have sent you by email.

You have not received an order confirmation via email. What can you do?

With the order confirmation via email, we confirm that your order was successful and is being processed by us. If you have not received a confirmation email from us within half an hour after completing your order, please check your spam folder. If you cannot find your order confirmation there either, please contact our customer service at

You made a mistake in your order and would like to change it. Is this possible?

Once you have sent your order to us, unfortunately, you can no longer add anything to the existing order. In such a case, please send us a message as soon as possible at and we will check what is possible.

Can an order be revoked or cancelled?

Whether you can cancel your order or products depends on the processing status. You can see the status of your order in your customer account under "Orders". If your order has not yet left our warehouse, you can edit and cancel it in your customer account under "Orders". After successful cancellation, you will receive a confirmation of your cancellation via email. The refund of the order value will be made within a few days to the payment method used for your purchase.

Orders that have already left our warehouse cannot be cancelled anymore. Of course, after receiving the goods, you can make use of your right to return. We provide information about your options for revocation at Revocation.


Where can you see if a product is available?

You can see the availability of a product on the detail page of the respective product. Please note that due to incoming orders, both the delivery time and the availability of products can be subject to short-term changes.

How long does delivery take?

We ship the ordered products as soon as the full payment has been received by us and all items are available. As a rule, orders are shipped within 3 working days after placing the order. After the order has left our warehouse, it is processed further by our logistics partner DPD and usually delivered within Germany on the following working day. For environmental reasons, we send all items in a joint shipment and refrain from partial shipments. If you have ordered items with different delivery times, the delivery time is based on the item with the longest delivery time, unless we have made a different agreement with you.

How much are the shipping costs?

The shipping costs depend on the delivery country. An overview of our shipping costs can be found under Shipping Conditions: Shipping Information

Can you change your delivery address afterwards?

As long as the goods are not yet in the shipping process, you can have your delivery address changed by our team. Please contact our customer service at

Important note: A change of the delivery address is only possible within the same country for tax reasons. From the moment your order is in the shipping preparation, the delivery address can no longer be changed.

To which countries can you have the products shipped?

We ship among others to Germany, Austria, Belgium, Luxembourg, Netherlands (without overseas territories), Switzerland, France (without overseas territories), Great Britain, Spain, Italy, Sweden, Ireland, Portugal, Norway, Finland and Iceland. An overview of all countries and shipping costs can be found under the shipping information: Shipping Information

How can you track the delivery of the order?

As soon as your package is on its way, you will receive a shipping confirmation by e-mail, which contains the link to track the shipment. You can also track the status of your shipment in your customer account under "Orders". If no package number has been stored in your customer account yet, the package has not yet been sent. If you are unsure where your order is, please contact our customer service:

What happens if the delivery address is incorrect or incomplete?

A shipment that cannot be delivered due to an incorrect or incomplete delivery address will be returned to us and we will contact you in this regard. Please note that the shipping costs will then be due again.

The delivery was missed. What can you do?

If you were not present at the delivery of your package, DPD will leave you a message about the unsuccessful delivery attempt. The package will be brought to the nearest DPD station, where you can pick it up within 7 days. If you do not pick up the package within this period, it will be returned to our warehouse. You will then be refunded the purchase value (minus the delivery costs).

A product is missing in the package / a product is damaged / there is a wrong product. What should you do?

If your order is incomplete, faulty or damaged, please contact our customer service immediately at

Returns and Complaints

How does one proceed with a return?

If a product you ordered does not meet your expectations, you can make use of your 14-day right of withdrawal and return the product to us. You can find all the information here: Withdrawal. An exchange is not possible for technical reasons. To receive a full refund for your returned item, the item must be complete, unused and undamaged and provided with original tags. We ask you to return the item in the original packaging if possible.

Please note that returns burden our environment. Therefore, please only choose products that you really intend to purchase. If you still wish to return a product, you can do so within 14 days.

Please register your return using the attached form. We will then send you a prepaid return label by email.

Address for returns:
Logistics-Center MAN
Werner von Siemens Ring 8
39116 Magdeburg

To ensure that we can correctly assign your return in the warehouse, we ask you to include the returns form, or to clearly mark the returned products on the delivery note and include it with your package. If you wish to state the reasons for the return, please also use the returns form or the delivery note.

Who bears the costs for a return?

As your satisfaction with the products is important to us, we will refund you the return. To receive a prepaid return label, please use our contact form to register the return.

How much time do you have if you want to return a product?

You can return your order or part of your order free of charge within 14 days. Please register the return with us within 14 days.

What happens after you have sent back an item?

After we have received and checked your returned item, you will receive a confirmation of your return by email with a credit note. The credit will be paid out within 14 days from the time we have taken notice of your return and have received and checked the goods.

How does one proceed with a complaint?

Despite all care, it can happen in exceptional cases that an item has a minor or major defect. It is also possible that damage occurs during transport. If you are affected by such a case, we are very sorry. We would like to resolve such a matter as quickly as possible. We ask you to send an email to our customer service at and let us know the following:

  • Your order number and the product number concerning the complaint.
  • A brief, precise description of the defect or fault of the item.
  • Photos (or possibly videos) showing the defect or fault of the item.
  • For transport damages, we also need a photo of the product packaging and/or the shipping box.
We will then promptly report the matter and get back to you as soon as possible. Thank you for your understanding and cooperation.

Payment and Billing

What payment options are offered?

To make your shopping experience with us as easy as possible, we offer a variety of payment options. For our B2C customers, PayPal and credit card are available, while our B2B customers additionally have the option to pay by invoice. You can use one of the following payment methods to pay for your order:

  • Credit Card: Your credit card information is encrypted using the SSL procedure. This high security standard makes purchasing with your credit card at MAN Merchandising very safe.
  • PayPal: When paying via PayPal, you will be redirected to the PayPal environment to complete the transaction.
  • Invoice (for B2B customers only): This option allows business customers to receive the goods and pay later. The invoice will be sent to you electronically.

For security reasons, all payments are validated and accepted in cooperation with the payment provider and card issuer.

The payment was declined. Why?

If your payment has not been accepted, please check the accuracy of the details provided and try again. If the payment repeatedly fails, please contact your bank to find out if there are any issues on your end. If the problem persists, please contact our customer service at

How does one redeem a voucher?

Redeeming a voucher is a simple process that can be completed in a few steps. Here is a guide on how you can redeem your voucher with us:

  1. Select Items: First, add the desired items to your shopping cart.
  2. Review Shopping Cart: Visit your shopping cart to review your selection.
  3. Enter Voucher Code: In the shopping cart, you will find a field for the voucher code. This is labeled as “Enter Voucher Code”. Enter your voucher code exactly as it appears on your voucher. Pay attention to uppercase and lowercase letters as well as the correct entry of all numbers and letters.
  4. Apply Voucher: After entering the code, click on the button with the check mark. The value of your voucher will then be automatically deducted from the total amount of your order in the shopping cart.
  5. Complete Order: Check if the voucher has been applied correctly. Then proceed to checkout to complete the ordering process as usual.

  • Check the expiration date of your voucher. Expired vouchers cannot be redeemed.
  • If the value of your voucher is higher than the amount of your order, the remaining amount will be automatically noted as a residual value on your voucher in the system. You can use this remaining value for your next order.