LET´S WORK TOGETHER. Welcome to HAHN+KOLB Germany

FAQ: THE MOST FREQUENTLY ASKED QUESTIONS AND THEIR ANSWERS

Do you have questions about our products, your orders or about the online shop in general? Then you've come to the right place!

We have collected, prepared and assigned a logical structure to the most frequently asked questions for you. This page is a quick and easy way for you to find the most important information about our online shop, the ordering process, account settings and much more.

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REGISTRATION

Who can register in the HAHN+KOLB online shop?

As a classic B2B company, HAHN+KOLB aims the sale of its products exclusively at trade customers. This is therefore the basic requirement to be able to register in the online shop.

The registration process depends on whether you already have a customer number at HAHN+KOLB. If you do, please use our registration form for existing customers. If you do not have a customer number with us, please use the form for new customers.

How can I register as a new customer with HAHN+KOLB?

Do you not yet have a customer number at HAHN+KOLB? Then please use our form for new customer registration.

How can I register as an existing customer of HAHN+KOLB?

Are you already a customer of HAHN+KOLB and have a customer number? Then please use the form for existing customer registration.

What are the advantages of registering in the HAHN+KOLB online shop?

Registering in our online shop provides you with a wide range of options:

Among other things, you can order from HAHN+KOLB 24 hours a day, you can see your individual price for each article in the online shop and you will have access to a comprehensive range of functions within your customer account (budget settings, approval workflow etc.), which can be set up according to your individual needs.

You can find more information about the online shop and our e-business solutions on our overview page.

How long does the registration take?

We will try to complete your registration as quickly as possible.

However, as we need to check your registration manually for both your security and ours, it may take a short time to confirm your account.

Can I place an order in the online shop directly after the registration?

After you have completed the registration in our online shop, your details will be checked manually. You will then receive the details to access the online shop via email. As soon as you have received your access details from us, you can log into the online shop and make purchases.


CUSTOMER ACCOUNT AND ACCOUNT MANAGEMENT

How can I change my password?

To do this, go to the "Settings" area under "MY ACCOUNT" and then choose the "Basic settings" section. You can now change your password in the "login credentials" section.

What do I need to do if I forget my password?

Please enter your customer and partner number and select "Forgotten your password?". The stored email address will then receive an automated email that contains a link to assign a new password.

What can I do if I forget my access details?

If you have forgotten your access details, you can contact our online shop support (tel.: +49 (0) 7141 498-5050 / email: onlineshop@hahn-kolb.de / Monday to Thursday from 7.30 am to 5.00 pm, Friday from 7.30 am to 3.30 pm).

What do I need to do if I don't know my partner number?

The partner number is available only from the online shop support. Please contact our colleagues: tel.: +49 (0) 7141 498-5050 / email: onlineshop@hahn-kolb.de (Monday to Thursday from 7.30 am to 5.00 pm, Friday from 7.30 am to 3.30 pm).

How can I use the 2-level login?

Easier, faster and better to remember: From now on, you can optionally use a user name for your login instead of the customer and partner number.

Please follow the steps below:

1. Go to "settings" under "my account".
2. Click on "Access data".
3. Select a user name, for example your e-mail address.
4. Click on "Save".

How can new or additional users be created within an account?

Only the administrator in the customer account can make this change. To do this, go to the "Settings" area under "MY ACCOUNT" and then choose "User administration". You can now create a new user. To do this, fill in the appropriate form in full.

Can the company address or invoice address be changed?

This involves changing the master data, which can only be done by HAHN+KOLB. Please inform your personal contact about the change you wish to make. The contact details for your personal contact can be found under "MY ACCOUNT".

How can additional delivery addresses be created and preset?

There are several ways to do this. The correct option depends on for whom it is you wish to make the change. Please follow the steps below as needed:

1.) Creating a personal delivery address:
My settings → Delivery addresses → Create new address → Save
Presetting delivery address*: My settings → Basic settings → General settings → Activate the "Preselect standard user address as delivery address" field

2.) Creating a delivery address for all online shop users in the company:
As an administrator, you can also add delivery addresses of other users for your company to your personal delivery addresses. To do this, follow these steps:
Customer settings → Delivery addresses → Create new address → Save

3.) Creating a delivery address for individual online shop users:
User administration → Select action → Delivery addresses → Create new address → Save
Presetting delivery address*: User administration → Select action (with actual user) → Basic settings → General settings → Activate the "Preselect standard user address as delivery address" field

* "Presetting" an address is the definition of a default address within a user account. Your orders will therefore always be sent to this address. This means that a user cannot make any selection in the order process (despite any additional addresses created); only this address will be available for selection.

How can I change my email address?

If you are the administrator of your customer account, you can make this change via your "Settings" in the "Order parameters" section. If you do not have administrator rights, you can contact our online shop support (tel.: +49 (0) 7141 498-5050 / email: onlineshop@hahn-kolb.de / Monday to Thursday from 7.30 am to 5.00 pm, Friday from 7.30 am to 3.30 pm).

How can cost units be created?

To create new cost units, you must have been saved as administrator of your customer account. Under "My settings", you will find the "Cost units" area. Here you can create a new cost unit by specifying a name/description.

The cost centre is then assigned to a user. To do this, please go to the user administration area and follow the steps listed below:
User administration → Select action (with actual user) → Cost unit → Activate cost unit at order level and/or cost unit at item level → Select account assignment form → Save

How can a budget be saved?

To be able to save a budget, you must be the administrator of your company's customer account. In "MY ACCOUNT", go to "Settings" and select the "My settings" section. Here you will find the "Budget" section. Please enter the appropriate values and save the changes.

As an administrator, you can set the budget for the entire company or for individual users. Please follow the appropriate steps as needed:

1.) Budget for the entire company:
MY ACCOUNT → Settings → Company settings → Budget → Enter values → Save

2.) Budget for specific users:
MY ACCOUNT → Settings → User administration → User administration → Select action (with actual user) → Budget → Enter values → Save

What other options are available to limit online shop orders to a specific budget?

To set order value limits, you must have administrator rights for your customer account. In "My ACCOUNT", go to "Settings", "My settings" and select "Order parameters". You will find the "Order value limits" section here. In the next step, you can enter and save the appropriate values.

There are two different procedures, depending on requirements. Please select the variant that fits your needs and follow the appropriate steps:

1.) Order value limits for the entire company:
MY ACCOUNT → Settings → Company settings → Order parameters → Order value limits → Enter values → Save

2.) Order value limits for specific users:
MY ACCOUNT → Settings → User administration → User administration → Select action (with actual user) → Order parameters → Enter values → Save

How is an approval process set up for a user?

As an administrator, you can store an approval process in the "Settings" of your customer account in the "User administration" area. Please select "User administration". You can then select the "Order parameters" action directly from the respective user. Under "Approval process", you can now specify an approver from the drop-down menu. Please save your changes when finished.

How can I create a separate or shared order template?

Order templates can be used by only one user ("separate order template") or by several users ("shared order template") of the same customer account.

1.) Create a separate order template:
You have the option of creating an order template or generating an order template from a file. To do this, select the "Functions" section of "MY ACCOUNT". In the "Order templates" section, you can now create an order template or generate one from a file.

2.) Create a shared order template:
To do this, also select "MY ACCOUNT", "Functions" and "Order templates". You can now fill in the "Name" and/or "Description" fields under "Create order template". Please save these details.
In the next step, you can save the articles and the respective quantities. Finally, you have the option of converting the template into a shared order template.

What is the difference between an order template and the favourites list?

You can design the favourites list as well as the order template according to your individual wishes and requirements. You can create an order template from the product details page or the shopping basket, for example. You can fill in your favourites list using the corresponding function on the product details pages. The key difference is that you can share an order template with other users of the same customer account. A favourites list remains unique to each user and cannot be changed by other users within the same customer account.

In both templates, you can add individual products or the entire list directly to the shopping basket.

Where are frequently ordered articles displayed?

Products that you have ordered several times in the past from HAHN+KOLB are grouped and saved for you in a separate area. You can find this overview under "Functions" on the "Top Products" tab.

Where can I view my open and settled invoices and credit notes?

You can view your invoices and credit notes from the last six months after logging in under "MY ACCOUNT" in the "Settings" area. Here you then select the category "My office" and then "Invoices".

Here you can now view either only the open invoices, or all positions of the last six months. In addition, you can display the provided overview or open, save and print individual invoices as PDF.


ASSORTMENT

Which products can I find in the HAHN+KOLB assortment?

With 120,000 different products, HAHN+KOLB offers you a comprehensive selection of high-quality tools, ranging from machining tools and general tools to workshop equipment and machine tools. Among these, you will also find more than 35,000 products from our ATORN brand!

Can I also access the print catalogue online?

Yes, all catalogues are also available in digital form as a flip catalogue! Intelligent links mean that you can access the online shop directly from the product in the flip catalogue in just a few clicks.

Can I order all catalogue items from HAHN+KOLB online?

Yes, you can order all products from the catalogue in the HAHN+KOLB online shop, provided that the products are currently available at HAHN+KOLB. The online shop also offers you a wide variety of products that you will not find in the standard catalogue.

How can I make a special request for a product that cannot be found in the online shop?

If you do not find the product you want in the online shop, please give us a call (tel.: +49 (0) 7141 498-4848 / Monday to Thursday from 7.30 am to 6.00 pm, Friday from 7.30 am to 5.00 pm) or send us an email (email addressbestellung@hahn-kolb.de) kontaktieren.

How can I find products quickly without having to go through all the search results?

The HAHN+KOLB online shop has a few options to help with this:
Use our extensive filter options, which you can find above the products on many pages. If you already know which article number you would like to order, you can use our quick add-to-basket feature.

Looking for clamping jaws, gloves or safety shoes? Then please use our interactive product finder! The finder will use targeted questions to guide you to the right product for your needs.

Can I use the EAN number to search for products in the HAHN+KOLB online shop?

Yes, if you do not know our article number for a particular product, you can alternatively enter the 13-digit EAN number in the search field. Please confirm your entry by pressing the Enter key.

Since a search with EAN numbers may overlap with one of our article numbers and therefore it is not completely excluded that you will be redirected to the product with the corresponding number, we would ask you to check the target product before purchasing. For this purpose, you can call up the "Data sheet" in the "Documents" tab. The data sheet contains the EAN number of the product.


ORDERING

How can I order from the HAHN+KOLB online shop?

To place an order via our online shop, you need to register yourself and your company first. The registration process differs for existing HAHN+KOLB customers that are registering in the online shop for the first time and for those that are not yet HAHN+KOLB customers.

Once you have registered, you will receive your log-in details. You can now log in and conveniently order the articles you need online.

Where can I view previous orders?

You can view past orders under "MY ACCOUNT" in the "Functions" section. To do this, select the "Orders" section. Alternatively, you can access a comprehensive overview via "Settings", "My office" and "Orders".

How can promotion articles be ordered?

Essentially, you can view any promotional article like a regular article. There is only one small difference when ordering: when you enter the article number, you must include the two letters before the article number (e.g.: AB12345678). This relates both to the search bar and the add-to-basket feature.

Will articles that I put in the shopping basket before logging in still be there if I log in later?

Yes, this is possible. The articles will be transferred after your registration.

How can I redeem a voucher code?

You can enter and redeem a voucher code in the shopping basket.

What payment options are available to me?

All purchases via the online shop are made as a purchase on account and invoiced.

Can order confirmations be sent to multiple email addresses?

Yes, you can store a second email address under "Settings" on the "Order parameters" tab.

What is an approval workflow?

An approval workflow is a sequence of steps leading up to ordering from HAHN+KOLB. If an approval workflow is stored, a user's order is not forwarded directly to HAHN+KOLB; first, it goes through the stages defined in advance by your administrator. The selected shopping basket is submitted to an approver in your company for approval. The approver can either approve, modify or reject the order.

Can the shopping basket be changed by the approver during an approval workflow?

Yes, as well as rejecting or approving the shopping basket, the approver is also able to delete or add individual items. The approver can also increase or decrease the selected quantities.

Can I change an order that was sent via the online shop?

No, you as a customer can no longer process the order from this point. However, you can cancel the order within 15 minutes. The only way to make changes to the order is via the online shop support (tel.: +49 (0) 7141 498-5050 / email: online@hahn-kolb.de).

Will my order be sent to HAHN+KOLB if I was not logged in as a customer when ordering?

If you submitted an order but were not logged in at the time, the system will not be able to assign the order and will not submit or process it.


DISPATCH AND DELIVERY

Can I track my order online?

Yes, you can easily check the status of your orders at any time in your customer account under "Orders".

How long does it take to deliver my order?

The delivery time depends on various factors, such as stock availability or the type of articles that you ordered. We always try to send you the ordered goods as quickly as possible.

What are the shipping costs for an order?

Within Germany, the following shipping costs apply for an order*:
Order value below €30.00: €10.90
Order value below €300.00: €7.90 
Order value above €300.00: free shipping

* The shipping costs may differ in individual cases. Excluded from free delivery are small orders, bulky or heavy goods, repairs or courier services explicitly required by you. Special conditions apply.


RETURNS, MAINTENANCE AND SERVICE

Where can I find information about product returns or a return form?

For information on returns, see the "Settings" section of your customer account in the "My office" section. The "Returns" tab contains everything you need to know to process a return.

To which address must I send my goods when returning or repairing them?

Please use our return document and send the goods to the following address:

HAHN+KOLB Werkzeuge GmbH
Albert-Ruprecht-Str. 1
71636 Ludwigsburg

What do I do if my delivered goods are defective?

We are also there for you after your purchase! Orders that did not meet your expectations can be returned to us. In case of doubt, you can contact us in advance in order to discuss how to proceed (tel.: +49 (0) 7141 498-5378 / email: retoure@hahn-kolb.de / Monday to Thursday from 7.30 am to 5.00 pm, Friday from 7.30 am to 3.30 pm).

At what point does a repair at HAHN+KOLB become chargeable?

A twelve-month warranty period from the invoice date applies to traders. After the expiry of these twelve months, a repair is subject to a charge.

How many months is the warranty period after the purchase?

For traders, there is a warranty period of twelve months from the date of invoice.

Is it possible to return the goods to HAHN+KOLB free of charge in case of a warranty claim?

Yes, this is possible. Please use the GLS return form on our service page for this purpose.

How much does it cost to return my ordered goods to HAHN+KOLB?

Returns are usually free of charge. Up to a weight of 40 kg, you can return the goods to us by mail. Above this limit, please get in touch with your personal contact, who will then organise the return via our forwarding agent.

How can I contact HAHN+KOLB?

You have a variety of ways to get in touch with us! Feel free to use the listed contact options at the bottom of this page.

Note: See our returns and maintenance service pages for more helpful information and contact options.


YOUR QUESTION WAS NOT INCLUDED?

Then contact us! Our colleagues will be glad to help you.

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Ordering + Consulting

Do you have questions about your order or an individual product request?

Telephone: +49 (0) 7141 498-4848
Monday to Thursday from 07:30 to 18:00
Friday from 07:30 to 17:00

Email: bestellung@hahn-kolb.de

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Online shop Support

Do you have questions about the online shop?


Telephone: +49 (0) 7141 498-5050
Monday to Thursday from 07:30 to 17:00
Friday from 07:30 to 15:30

Email: onlineshop@hahn-kolb.de

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FURTHER CONTACT DETAILS

Do you have any questions about our after-sales service or would you like a consultation from a specialist?
Here you will find the right contact person.

You can also use our contact form.

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