Welcome to the FAQ section of our online shop.

Here you will find information on the most frequently asked questions about ordering, payment, shipping and delivery.
If you don't find the answer to your question here, please contact our team who will be glad to help you, by filling out this form or sending an email to shop@kohlschein.de or calling +49 (0) 21 62 / 89 66 - 302.
Prices
1.
The prices in the KOHLSCHEIN Online Shop are shown in Euro (€). Prices agreed are the net prices ex works Viersen, Germany valid on the day of conclusion of the contract, including packaging, plus any customs duties. Freight and insurance costs will be invoiced separately, unless otherwise specified in § 5 clause 3 of these terms and conditions of sale.

2.
The statutory value-added tax is not included in our prices; it is always shown separately in the invoice at the statutory rate on the day of invoicing. For deliveries within the European Union (EU) we do not charge value added tax, if you provide your valid value added tax identification number (VAT-No.) when placing the order.

3.
For orders of large quantities (e.g. pallets), KOHLSCHEIN reserves the right to grant a discount. Please send your inquiry by e-mail to: shop@kohlschein.de

4.
For orders with a net product value of less than €60.00 net plus freight and insurance costs as well as statutory VAT, we charge a handling fee of €6.00.
Orders
In addition to the KOHLSCHEIN Online Shop you can also order as follows:
- via telephone: +49 (0)2162/ 8966-300 or -301
- via email: shop@kohlschein.de

Please be sure to include the following information in your order:
- Invoice address
- Customer number (if available)
- Telephone/Fax
- Contact person (for further inquiries)
- Delivery address (if different)
- Desired quantity of articles
- Offer date and number (if there has been an offer)
- if required delivery date

Office hours
You can reach our order processing
Monday - Thursday from 7.30 to 16.30 and
Friday from 7.30 to 15.00.

Minimum purchase quantity
A minimum purchase quantity for individual articles is always the specified packaging unit (PU). Only undivided packaging units (PU) can be delivered. Any minimum order quantities are indicated in each offer.

Minimum order value
The minimum order value is €60.00 plus freight costs and statutory VAT. Orders below this amount will result in a handling fee of €6,00.
Payment
1.
Payments have to be made as follows:

1.1
For new customers and customers with an invoice address and/or delivery address outside the Federal Republic of Germany, delivery is usually made against advance payment.

1.2
For existing customers, we also deliver on account after a credit check. Payments have to be made without deductions to KOHLSCHEIN GmbH & Co. KG unless otherwise stated in writing on the invoice.

1.3
Payments by cheque or bill of exchange are excluded.

1.4
Payment deadlines are deemed to be met when KOHLSCHEIN has the amount at its disposal within the deadline. Payments will be set off against the oldest outstanding claim if there are several claims against the customer.

2.
If the customer is in default with their payment obligation in whole or in part, they have to pay - without affecting any other rights we have - interest on arrears at the rate of eight percentage points above the respective base interest rate of the German Central Bank from this point in time, unless the purchaser provides proof that KOHLSCHEIN has incurred a lower damage caused by default.

3.
If the customer stops his payments, if there is over-indebtedness or if an application is made to open composition or insolvency proceedings against the customer's assets, our total claim shall become due immediately. The same applies to any other significant deterioration in the economic situation of the customer. In such cases, KOHLSCHEIN is entitled to demand sufficient security or to withdraw from the contract.

4.
The customer may only exercise rights of set-off with regard to claims based on this contract if their counterclaims are determined to be legally binding or are undisputed or are recognised by us. Furthermore, the customer is entitled to exercise a right of retention to the extent that the counterclaim is based on the same contractual relationship.

See also our terms and conditions.
Delivery and shipping costs
1.
In the case of prepayment, orders will be dispatched within the delivery time stated on the order confirmation after receipt of payment. For all other payments, orders will be dispatched immediately within the deliver time stated on the order confirmation. If there is a need for clarification regarding the processing of the order, the beginning of the dispatch period requires the provision of all necessary information by the customer.

2.
Delivery of articles ordered shall be via forwarding agencies or parcel services.

3.
For orders below a net product value of €800.00 (plus VAT) we charge freight costs depending on the article weight and article format. The freight costs are shown in the order and shall be charged to the purchaser/client via invoicing. If a net product value of more than €800.00 (plus VAT) is reached, we will cover the freight costs for shipments within Germany.

If possible, we will ship for you cost-effective by DPD as they charge €8.50 for parcels with a max. belt size of 3000 mm and / or max. weight 30 kg within Germany. This is suitable for KAPA boards (usually up to a maximum format of 700 x 1.000 mm), MIRRI mirrorboard as well as consumables such as poster displays.

For DPD deliveries to German islands an extra €12.00 island surcharge will be incurred. For deliveries to German islands (by a forwarding agent) or to foreign islands (by DPD or a forwarding agent) extra island surcharges (independent of the product value) will be incurred. Unfortunately, an automatic calculation is not possible, however, we will be able to specify these costs on request

4.
Shipping of goods shall in any case be at the risk of the purchaser/client § 447 BGB (German Civil Code). The transport companies commissioned by us are liable for transport damage in accordance with the statutory provisions. Transport damage must be certified by the consignee on the consignment note (consignment note entry and driver’s signature) and reported to us to secure the claims against the carrier. The periods for notification of defects for transport damages comply with the statutory provisions. Obvious defects must be reported immediately, concealed defects must be reported immediately after becoming aware of them. We accept returns only after previous telephone arrangement. We will not accept unprepaid return deliveries.

5.
In the event of industrial disputes, official measures, force majeure events or the occurrence of similar events for which we are not responsible and which demonstrably impair our ability to deliver, the delivery period shall be extended by the duration of the interruption.
Transport damages
Transport damage must be certified by the consignee on the consignment note (consignment note entry and driver’s signature) and reported to us to secure the claims against the carrier.

The periods for notification of defects for transport damages comply with the statutory provisions. Obvious defects must be reported immediately, concealed defects must be reported immediately after becoming aware of them.
Cutting service
You require individual formats tailored to your requirements?

We are more than happy to cut all sheets and cardboards available in the Kohlschein Online Shop according to your individual needs (e.g. in DIN formats, etc).

High format accuracy through industrial cutting & cost efficiency through waste optimization are the advantages of our cutting service, which we offer to our customers at a surcharge when purchasing one complete packaging unit (PU).
Environment & Sustainability
Our company has been dealing with pulp and paper based products since 1932 and thus we are well aware of the coherency between social responsibility and the handling of natural resources. For years we have been committing ourselves to the responsible sourcing and sustainable handling of products made from pulp and paper, as well as water, energy and other resources.

To assure our customers and suppliers of this commitment, we applied for the certification according to the criteria of the Forest Stewardship Council® (FSC®) as well as of the Programme for the Endorsement of Forest Certification (PEFC™).

Our FSC® certificate (Nr. SCS-COC-002873) as PDF file
Our PEFC™ certificate (Nr. 44 702 100091) as PDF file