FAQ

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FAQs

Order/Payment

Will my order be confirmed?

As soon as the order has been placed and payment has been made, an order confirmation will be sent to the e-mail address you have provided.

What payment methods are available?

The Hahnemühle B2B Store currently accepts the following payment methods:

Invoice
Advance payment

Please note your individual payment method agreed with us.

I would like to change/cancel my order. What do I have to do?

Before you place your order in our Hahnemühle Store, you will find an overview of the products you have selected. Please check your selection and adjust it again if necessary.

Unless otherwise agreed in the arrangements, we regret that we are unable to cancel or amend an order once it has been confirmed.

Please contact us by telephone if you have any questions about this matter.

How can I see my current orders?

To have a look into your existing orders please log in under www.hahnemuehle.store with your e-mail address and your password.

Via "My account" you are able so see your purchases.

What do I do if an item is missing or damaged?

The Hahnemühle team will be happy to assist you! If an item is damaged or missing, please do not hesitate to contact us. Please use our contact form or send us an e-mail to ecommerce@hahnemuehle.com.

Delivery

What are the shipping costs and delivery times?

Unless otherwise agreed with you, you will find more detailed information on shipping costs in the "Services" category under "Shipping information". We make every effort to dispatch your order as quickly as possible. If the items are available, your order will leave our warehouse on the following working day. Delivery by the service provider DPD usually takes place after 1-2 working days.

Can I track my order?

Currently you do not have the possibility to track the status of your order directly. If you would like to know more about the status of your order, please contact us by phone. Upon request, we can track your order manually via an internal tracking number.

I have not received my order. What should I do?

We are very sorry that you have not received your order! Please contact Hahnemühle Service on +49 5561/ 791-500 and we will make the necessary enquiries with our carrier to resolve the problem.

User account

What can I do if I can no longer log in to my account?

If you can no longer log in because you have forgotten your password, please click on "My account". There you will find the link "I have forgotten my password". Please confirm this step after entering your e-mail address.

You will then receive an e-mail with which you can reset your password. After this has been done successfully, you can make your purchase in the Hahnemühle Store.

What personal data does Hahnemühle use from me?

All information on the use of personal data can be found in our privacy policy.

How can I subscribe or unsubscribe to the Hahnemühle Newsletter?

You can subscripe for our newsletter via newsletter subscription form. We need your e-mail-address and your confirmation via link you will receive after your registration. With the newsletter you will be up-to-date about news, promotions and much more. To unsubscripe please use the link in our newsletter mailings.

Products

How do I create my favourites list?

Is there an article that you particularly like? Why not add it to your list of favourites and have it displayed right on the start page? All you have to do is click on the product, select the product options and click on "Add as favourite".

Who do I contact if I have questions about Hahnemühle products?

Do you still have questions or would you like to receive more detailed information about our products? We appreciate your interest in Hahnemühle products. Our product managers or sales staff will be happy to help you. You can reach us at +49 5561/ 791-500.

How to use Inkjet papers correctly?

You have questions about how to use our Digital FineArt products or our Hahnemühle Photo products? We have the perfect answers for you. Just download our app!

User Manual

For more information please check out our user manual.

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