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FAQ

General Information 

Inform & Buy

Dispatch & Delivery

Complain, cancel & return articles

Manage customer data

Payment options for end consumers

Payment options for business customers


Business customers from the window & door hardware sector 

Dealer

Producer




General information

Inform & Buy

What Internet connection do I need?

We always recommend a LAN or WLAN connection. If you access the platform via mobile, tablet or smartphone, we 're  recommending an LTE connection.

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How do I find a specific product?

Enter the product you are looking for in the search function. Then you will be shown various products to choose from.

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Why am I shown several shopping baskets?

You have placed products from the different assortments in your shopping cart. The business transaction is handled by different companies, so you must check out the shopping baskets individually.

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Dispatch & Delivery

Why can't I specify an alternative delivery address? 

Delivery to an alternative delivery address is only possible if it is in the same country as the billing address. Distributors are excluded from this function.

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Do you deliver abroad? 

In principle, we deliver within Germany and to countries within the EU.

You will find further information in our delivery and shipping instructions.

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What are the shipping costs?

You will find further information in our delivery and shipping instructions.

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Do you offer express delivery? 

You will find further information in our delivery and shipping instructions.

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Can I track my shipment? 

You can track the status of an order in your customer history.

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Complain, cancel & return articles

​​​​​​Can I cancel an article? 

Currently it is not possible to cancel an article. If you have ordered a product as an end consumer, you can make use of your cancellation right after receiving the goods. 

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Can I change an order afterwards? 

At present it is not possible to change an order subsequently.

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How can I return goods? 

If you would like to return a product, please request your return receipt from us via shop@siegenia.com ​​​​​.  

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How can I complain about a product? 

If you wish to make a complaint about a product, please request your return receipt from us via  shop@siegenia.com.

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When will I be credited for a return shipment? 

Usually it takes 2 weeks until your return is credited.

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Manage customer data

How can I sign up for the SIEGENIA newsletter?

Log in to your customer account and visit your private area. Then select the category "Consents". There you have the possibility to activate the newsletter function. 

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How can I register myself? 

On the homepage of our onlineshop you will find the option "Not registered? Register now".

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I have forgotten my password - what can I do? 

Use the "Password forgotten - function" below the login screen. You will receive instructions by e-mail on how to reset your password. 

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​Can I view my account and order details? 

Log in to your customer account with your data. Under the heading "Orders" you can view your orders and their status.

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Payment options for end consumers

What payment methods are accepted? 

You have the following payment options with us: 

  • Credit card (VISA / MASTERCARD)
  • SEPA direct debit 
  • PAYPAL

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Can I pay by invoice?

Currently, only business customers can pay products by invoice.

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Payment options for business customers

What payment methods are accepted?

You have the following payment options with us: 

  • Purchase on account (SIEGENIA STANDARD)
  • Credit card (VISA / MASTERCARD)
  • SEPA direct debit 
  • PAYPAL

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Business customers from the window & door hardware sector 

Dealer

Can I place configurations for several consignees in one shopping cart? 

No, you must use a different shopping cart for different recipients.

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Can I place several items in the shopping cart?

Yes, if you already have an item in your shopping cart, you can go to COMFORT UNIT and start to configure again.

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I am missing a producer to start the configuration - What can I do? 

If you want to create a quotation, you can simply select any producer to make the configuration. You will subsequently see your purchase price in the shopping cart. In the checkout, you will see the gross price - customer discount (+ possible configuration surcharges) = net price.

If you want to place an order for a producer that is not displayed in the online shop, please contact your usual office or field sales representative.

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What is the meaning of the isolating status? 

Customer orders​

  • "To be checked" - The order has not yet been placed by you.
  • "Rejected" - The order has been rejected by you. You can see the reason for this in the order details.
  • "Canceled" - The order has been cancelled. 
  • "Ordered" - The order has been ordered by you. 
Orders
  • "Ordered" - The order was placed by you.
  • "In production" - The goods are in production. 
  • "Canceled" - The order has been cancelled. 
  • "Delivered to carrier"- The goods have been delivered to the carrier. You can find a tracking link in the details. 

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Why I can't configure the COMFORT UNIT?

You must be registered as dealer to be able to configure the COMFORT UNIT. 

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Why are not all products shown up to me? 

Certain products are only displayed if you are registered as a dealer.

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Why I can't choose a payment method for the COMFORT UNIT?​​​

The COMFORT UNIT can only be paid by invoice.

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Producer

What can I do if the dealer I order from is not shown?

Please contact your dealer first to ensure that they already have an online shop user. Often an error or a not activated user is the problem. If the dealer is not displayed at the merchant despite an existing user, please contact your usual office or field service.  

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What is the meaning of the isolating status?

  • "Requested" - The order has not yet been placed by the dealer.
  • "Rejected by dealer" - The order has been rejected by the dealer. You can see the reason for this in the order details. 
  • "Canceled" - The order has been cancelled. 
  • "Ordered by the dealer" - The order has been ordered from SIEGENIA by the dealer. 

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What number does SIEGENIA require for correspondence on orders?

SIEGENIA requires the dealer reference number for this.

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