Frequently Asked Questions / FAQ

Registration & customer account

How do I become a customer / How do I register?

Please click on "My account" in the top bar and then on "register". Next, enter your first and last name as well as your email address and password. In addition, you can tick the next box if you wish to register as a Viessmann employee or as a Viessmann company. As a Viessmann employee, please have your personnel number ready - as a Viessmann company, you only need to register with your Viessmann email address. Your registration as a Viessmann company will be checked and activated within the next 24 hours. After entering your address details and confirming the data protection regulations, you can now successfully complete the registration.

Can I order without registering? 

In the order process on the registration page there is the option "Do not create a customer account".

How do I receive a newsletter? 

In the footer of our online shop you will find a field on the right side where you can enter your email address to receive our newsletter and not miss anything. You can unsubscribe from the newsletter at any time. You will find a corresponding note in every newsletter email.

My stored data has changed, how can I change it?

You can change personal data, addresses or payment details under "My account".
Click on "My account" and then on "Overview". On the left side you will find the button "Delete account".

What happens to my stored data?

Personal data is only collected on our websites and when using our apps and services to the extent necessary and processed for the intended purpose. Personal data is data by which you are personally identifiable or other data linked to you.

What do I do if I have forgotten my password?

Please click on "Forgot your password?" below the login field to receive a temporary new password. You will receive the new password by e-mail. After entering your password once, you can change it again at any time.

 

Around the goods

How do I see the measurements of the clothing items?

The measurement tables for clothing articles are stored accordingly in the article images of the respective article.

How can I see if the item is available?

If an item is available, you will see a green dot with the text "Available" below the price. If an item is currently in post-production, it cannot be added to the shopping basket and is marked "Available soon".

An item is not available, how do I get an info that the item is available again?

Please contact our customer service via our contact form. They will be happy to inform you about the current status of the goods.

I have questions about a product, who can I contact?

Once you have selected an item, you will find the button "Questions about item?" under "Description". This will take you to our enquiry form. After successful entry and sending, we will answer your question as soon as possible.

If you have further questions about an item, you can also contact us at any time via the contact form.

 

Order and return

How do I order an item?

Place the desired items in the shopping cart and then click on the shopping cart icon in the header. You can complete the order step by step by clicking on the buttons "Checkout" or "Order overview".

Can I change my order later?

The order cannot be changed after it has been completed.

Can I cancel my order?

Please contact our customer service via our contact form as soon as you have completed your order.

How do I return an item and what does it cost?

Please return the goods for an exchange or return to the following address:

STUCO Fullservice GmbH
Industriestra├če 17
54662 Speicher
Germany

Please include the delivery note or invoice (if available) in the package and note whether you would like an exchange (and which size to exchange for) or whether you would like a credit note. The cost of returning the goods is to be borne by the purchaser, provided there is no defect in the goods. If there is a defect, please contact our customer service via the contact form first.

How do I get my money back?

After we have received the returned goods, we will credit the amount to the payment method used in the ordering process. Please note that the order number is required for this.

The item is defective, how can I complain about it?

Please contact our customer service via our contact form promptly after receiving the order.

 

Payment & Vouchers

What payment options are available?

The following payment methods are available in our shop:

  • Credit card: VISA & MasterCard
  • PayPal
  • Direct debit

How do I redeem a voucher?

You can redeem your voucher by clicking on your shopping cart and then going to "Edit shopping cart". Here you can enter your voucher code.

Can I redeem more than one voucher in one order?

Only one voucher can be redeemed per order.

Is there a remaining amount of a voucher?

If you do not use the full amount of your voucher, the remaining amount will remain on your voucher. You can redeem it when you place your next order.

How can I order a voucher?

Vouchers can only be ordered by Viessmann companies. The vouchers have their own category and can therefore be found quickly.

 

Delivery

When will my order be delivered?

The delivery time within Germany is approx. 1 - 3 working days after receipt of the complete and error-free order. For deliveries within Europe, the delivery time is approx. 5 - 7 working days.

Can I have an express delivery?

Express delivery can also be arranged at an extra charge. Please contact our customer service promptly via the contact form.

What are the shipping costs?

Shipping costs within Germany:

  • Standard shipping costs 5.95 euros 

 Shipping costs within Europe:

  • Standard shipping costs 14.28 euros

 Shipping costs for Norway & Switzerland

  • Standard shipping costs 29,75 Euro
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