Frequently asked questions

To place your orders conveniently online, you only need to register with our online shop. Please use the registration form for this purpose. Based on the data you provide, we will check whether you are already registered as a customer in one of our branches. If you are not yet registered as a customer, it may take some time (approx. 2-4 days) to process your registration. We therefore ask you for a little patience. As soon as we have set up your customer account, we will inform you by e-mail about the activation.

This can have various reasons:

1. You have not yet registered and therefore do not see any prices. Simply log in with your user name and password. You will then see the prices of our products again as usual and can place them in the shopping basket.
2. These are products that are not suitable for online sales. You can request these products from us at any time and we will provide you with a written offer.
3. You are not yet activated for the webshop. Register here. After we have processed your request, we will activate your account for the webshop.

To log in to our online shop, simply enter your email address and password at the top of the website. Alternatively, you can also use our login page. Your username is always the email address you have provided. You can change your password at any time in your user account of the online shop. If you have forgotten your password, you can reset it using the "Forgotten password" function. By using these access data, you accept our General Terms and Conditions, which you can also view in our online shop. If you would like to delete your account, please send us a short e-mail with the request to delete your account. It is mandatory that the e-mail is sent from the e-mail address stored in the online shop.

We offer various shipping options:

Standard shipping by GLS parcel

• The standard delivery time is 1-3 working days

Shipment by NOX overnight express:

• Within Germany, we offer fast overnight shipping with delivery on the next working day by 08:00 in the morning.
• Delivery is made without a signature as the item is left on your doorstep or at an agreed drop-off point.

Express delivery by DHL Express:

• Delivery takes place on the next working day

Freight forwarding:

• Shipping takes place on the next working day, the delivery time is 1-3 days.

Standard shipping orders placed by 3pm are usually shipped on the same business day (Mon - Fri). Orders placed after 3 p.m. will be shipped on the following working day.
For express shipping (DHL and NOX), orders received by 5:00 p.m. will be shipped the same day.
In the case of freight forwarding, the goods are always dispatched on the following working day.
Here you will find an overview of the processing times and shipping costs.

As soon as your order is shipped, you will receive a shipping confirmation with a link to track the shipment by e-mail. In addition, you can view the status of your order at any time in the order overview.
If you have any further questions about your shipment, please do not hesitate to contact our customer service..

In this case, contact us so that we can send you a copy.

As an online shop customer, you have access to the same attractive prices and conditions that we offer you in our branches. The prices shown here in the online shop include the agreed discounts and exclude the statutory VAT. Please note, discounts or graduated prices are not explicitly shown and are already taken into account. If you have any questions regarding your prices, please contact your account manager.

The minimum order value for deliveries from Germany is EUR 20. This is the minimum value that must be reached in order to order goods by delivery. An order below this value is only possible if you order via Click & Collect and collect the goods at the selected branch.

With our Click & Collect service, you can usually collect your order from our branches within Germany on the same day. An order via Click & Collect is only possible if the goods are available in the branch you have chosen. The availability of our branch is displayed. We will inform you by e-mail as soon as your parcel is ready for collection.
There are no shipping costs or pick-up fees and there is no minimum order value.

The security of your data is our top priority. We try to make your shopping experience as pleasant and worry-free as possible. For us, this also means that your data is secure at all times.
or more information, please see our privacy policy.

You can view your data in the shop in your customer account by clicking on your user profile. You can change some of your data yourself directly in the section. If you want to change the address data, send us an e-mail to shop@hansa-flex.com.
If you would like to add an additional user, please complete the registration form. The new user will be added to your existing account so that you have access to the same conditions and orders.

If you have forgotten your password or are having problems logging in, it is best to use the forgotten password function in the login area. An e-mail will be sent to you automatically so that you can set a new password. The link is valid for one hour. If you no longer have your user data (e-mail) at hand, please contact our customer service.

If you have any questions about your order, please contact our customer service. You can reach us Monday to Friday from 8:00 a.m. - 5:00 p.m. at +49 421-48907-766. If you have any questions about prices, you can contact your account manager or branch office directly; you can find them in your customer account.

In this case, please contact the customer service as soon as possible, as the processing already starts a few minutes after receipt of the order and due to automated processes it is usually not possible to intervene in the processing.

As long as your order has not been processed, a change or cancellation is possible. In this case, please contact us by phone as soon as possible. We will check in each individual case whether a change or cancellation is still possible. Due to automated processes, the processing of the order already starts after a few minutes.

Contact our customer service or your personal customer advisor. We will then initiate all further steps and discuss the processing with you.

If you have received an incorrect item, please contact us and we will organise an exchange through one of our branches or you can return the item to us.