FAQ | Questions and answers
Order process
Who can take advantage of kaiserkraft products?
Our product assortment is aimed at commercial customers from industry, trade and business sectors, the self-employed, as well as public service providers.
If you are a private customer, please select “Private customers” at the top right above the shopping basket button.
I am a new customer, how can I place an order?
As a new customer, you are welcome to order directly from the webshop. Simply place the products you would like to order in the shopping basket, then proceed to “Checkout” and click “Continue as a new customer”.
Where can I find the item number for the product?
You will find the item number on the product detail page above the product name.
When ordering packaging products, you will find the item number in the list showing related products.
How can I place an order as a guest?
If you order as a guest, you will miss out on many advantages, such as:
Easy payment: We offer all common payment methods (invoice, credit card and PayPal) . Your preferred payment method is automatically set as the default after your first order.
Track packages online, even on your mobile device: Shipment tracking provides you with reliable information about the exact progress of your shipment. You can view your current order status at any time.
More overview: Your order history can be viewed at any time – you can repurchase items without a long search and also find the matching spare parts and accessories for the product with a simple click.
Extra flexibility : Save and manage multiple billing and shipping addresses.
Should you still wish to order as a guest, you can do so by clicking "Checkout" in your shopping cart and then "Continue as a new customer". On the contact information page, uncheck the "Create account" box.
Is there a minimum order value?
No, we do not have a minimum order value.
How do I know that my order was correctly received by kaiserkraft?
When you place an order in the webshop, you will first receive an automatic e-mail as an order confirmation. As soon as we have processed your order internally, you will receive a purchase order confirmation.
Can I still make subsequent changes to my order?
Depending on which status your order has, it is still possible to make subsequent changes. Please contact us immediately. Our customer service will make every effort to provide you with the best possible assistance.
Service
Can I obtain quotes online?
No, but you can request a quote by contacting our sales team: Please contact us.
Are the products offered also available in other colours and as custom made models?
We offer many products in special colours for a small surcharge. These items are available in every RAL colour. In our online shop, you can add the RAL colour service package to some items with just one click on the product details page. If you have any questions, please feel free to contact us.
Is there a guarantee on the products offered?
Generally, all products displayed in our webshop come with a 3-year guarantee. We offer a 10-year guarantee on all EUROKRAFTpro products. Some products now even have a guarantee of up to 15 years. Packaging materials are excluded from this guarantee.
Replacement parts and maintenance – which service is available following a purchase?
You can obtain spare parts even several years after purchase through our customer service team.Â
Here you can find more information about our after-sales service.
I would like to configure my entire office, warehouse or production facility. Can kaiserkraft help me to do this?
We are happy to tailor your project to your individual needs, deliver it professionally and on time, and take care of project planning for you, e.g. for hall offices, steel platforms, crane systems, barrier systems, laboratories, etc. In line with the quote, we will fulfil your requirements, deliver the goods and also carry out installation if you wish. We guide you through your project from the moment you make your request to completion on site and provide support afterwards. Our team is on hand to answer any questions you may have.
E-procurement solutions – where can I find more information?
We provide you with information online about options for e-business. If you are interested in integrating our product catalogue into an electronic procurement solution, we will be happy to advise you on this. Please contact our e-procurement experts. We will produce individual webshops with an interface connection, e.g. via OCI, or electronic catalogues in many formats and classifications that meet your specifications.
Shipping
How high are the delivery costs?
Our deliveries are free of charge
Are costs charged for packaging?
The cost of packaging is included in the prices. The majority of packaging materials can be reused, as they are recyclable and labelled with the corresponding symbols.
How long should I expect delivery to take?
The delivery time is listed for each item in our webshop.Â
Where will my order be delivered to?
We deliver to the kerbside as a standard service. For selected items, we also offer delivery to the point of use upon request. Please contact us to discuss this option.
Track and trace
Can I track the delivery status online?
The delivery time for your order is always printed on the purchase order confirmation. As a registered and logged in webshop customer, you can view your online order in the “My account” area, and have the order status displayed. You can use your customer number and your order number to use track and trace.
How do I find out if the delivery status of my order changes?
As soon as you have entered your customer and order number on the track and trace page, you can configure active notifications. You will then receive an e-mail if the status of your delivery changes. To do this, click on “Configure e-mail notification” and select when you would like to receive a notification:
- As soon as the order is being delivered
- After delivery of an order
- Each time the status of the delivery changes
Please enter the e-mail address to which the notification should be sent. You can also assign the delivery a name of your choice, e.g. if you are expecting several deliveries and would like to distinguish between the notifications accordingly.
Depending on which case(s) you have selected, you will receive automatically generated notifications by e-mail.
If you have any other questions about your order and/or delivery, please contact us at sales@kaiserkraft.co.uk.
Payment
Do the prices include VAT or not?
The prices shown are final prices before the legally applicable VAT, as the product is aimed at business customers. If you select “Private customer” in the webshop or log in using a private customer account, the prices are shown with VAT.
Which payment options do you offer?
For private customers, we offer payment via Apple Pay, PayPal, credit card, or prepayment. Business customers can pay via Apple Pay, PayPal, credit card, or 30 days from invoice date (subject to credit checks).
You can read more in our General Terms & Conditions of Sale
What are the payment terms?
Our payment terms for credit accounts are 30 days from invoice date.
When and how will I receive invoices?
You will receive the invoice by email or post approximately 2-3 business days after delivery.
What happens if I need to specify an alternate billing address?
Please inform us of any alternate delivery or invoicing addresses directly with your order. Should you have forgotten to do so, please contact us, and we will be happy to help you.
Return & exchange
Damage during transport – what happens if goods arrive damaged?
kaiserkraft places great importance on high quality, which also includes the suppliers and freight forwarders it works with. However, should something go wrong, we urge you to notify our customer service in writing about any complaints regarding transport damage within three days of receiving the goods.
Do I have a right of return and if so, how long is it valid?
All returns within 30 days can be accepted.
Webshop functionality
I have the print catalogue and would like to view a specific product in the webshop. How do I find it?
If you would like to search for a product designation or an item number that you already you know, use the search field at the top centre of the page and type in the respective search term.
I can't find the item I'm looking for in the webshop. What should I do?
The webshop provides a number of options for searching for products. Firstly, the navigation function on the left provides you with an overview of, and access to, all product categories. These are then divided into further product groups. Secondly, you can use the free text search at any time. Simply enter your search term or an item number that you already know in the search field at the top of the webshop.
You can quickly find the product you are looking for with the corresponding alternatives and related products by using the filter functions and refining your selection accordingly.Â
If you still can't find the product you're looking for: our team of experts offers you articles, solutions and even complete projects in addition to our webshop. We consider providing comprehensive and competent advice in advance – including on-site at your company – a matter of course. Please complete our online enquiry form or contact our customer service team. We will provide you with quick, competent and reliable support.
What can I do if I have forgotten my password?
Click the “My account” area on >>Forgot your password and enter your e-mail address in the corresponding field. You will then receive an e-mail with a link to reset your password.
How can I subscribe/unsubscribe to/from the newsletter?
If you would like to subscribe to our free newsletter, please sign up for it here. The free of charge newsletter service provides you with regular updates about current offers, new products and interesting facts. After signing up, you will also receive a 10% voucher to use with your next purchase.
You can also easily unsubscribe from the newsletter using the link at the bottom of the e-mail.Â
Can I also order a print catalogue online?
If you are interested in our print catalogue, you are welcome to order it using our contact form. The catalogue is free of charge and will be sent to you right away. The catalogue is also available to you online.
Is there also a digital version of the catalogue?
Yes, you can find the digital catalogue to browse through, and many other brochures, here.
Shopping list in the webshop – how it works:
- Log in:
Log in using your access data to access your personal webshop account. - Your most recent purchases and shopping list on the homepage:
After logging in, you will see your most recent purchases and your shopping list directly on the start page. This allows you to immediately access all your previous orders and add new products. - Access to the shopping list in the “My account” area:
Your shopping list is also saved in the “My account” area. Click there on “Shopping list” to view all items and orders, and to place a new order when required. - Add product to shopping basket:
To order products from your shopping list or your most recent purchases, simply click on the shopping basket button next to the item you would like to order, and add it to your shopping basket.
Buy again in “My account” – it's this easy:
- Log in:
Log in to your webshop account. - Go to the most recent orders:
Navigate to “Most recent orders” in the “My account” area and view all the products you have previously purchased. - Select the product from a previous order:
Search for the product you would like to order from one of your previous orders and click on it to have it shown. - Click “Buy again”:
To order the product again, simply click on the “Buy again” button. The item will be added directly to your shopping basket, and you can then complete the order.
How do I return a product using the webshop?
- Log in:
Log in to your customer account in the webshop. - Select order:
Go to the “Order history” section and select the item you wish to return. You can also select several items at the same time. - Submit a request for return:
Enter the quantity to be returned and the reason for the return. Complete the request by clicking on “Next”. - Confirmation and further instructions:
After submitting your request, you will soon receive a confirmation by e-mail. This contains all further steps and information on how to obtain a refund.
Chatbot functionality
What can the virtual assistant help with?
You can ask the assistant anything related to our product range, from A for assembly to Z for Z-locker. He can help you find the right products on kaiserkraft that you will love. Just tell him what you are looking for or what you need help with!
Can I also speak to a person to obtain advice?
The virtual assistant is not supported by a person providing advice. It is a machine learning-based assistant that uses data and algorithms to give you advice on business equipment, office equipment, warehouse equipment and packaging. If you would like personal advice, please contact our sales department through our Service Centre.
How does the virtual assistant function?
You can open the virtual assistant from any page in the webshop by clicking on the chat symbol. The assistant is integrated using an interface provided by Google. When you ask the virtual assistant a question, it forwards this question to the Google interface. Gemini's machine learning technology analyses your questions and reformulates your input so that kaiserkraft can make suitable product recommendations based on your questions. Your chat history is not saved in your customer profile, however you can retrieve your last chat with the assistant for up to 30 minutes after ending the chat. After that, you can start a new chat at any time by clicking on the chat icon again.
How do you ensure that the answers are fair and correct?
The virtual assistant responds to the specific content of your enquiry and makes its assessment based on this, and the openly and neutrally formulated instructions that kaiserkraft gave to Gemini. If you would like to learn more about the embedded Gemini AI, please take a look at Google's guidelines, which you can find here.
Will my chat data be forwarded to people outside kaiserkraft?
The virtual assistant uses the information you enter in the chat and shares it with Google Gemini to generate the most suitable answers to your questions. However, Google does not have access to any data in your kaiserkraft customer account.
Who can I contact if I have any problems?
If you have any problems, please contact our Service Centre.
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