FAQ

Do you have questions regarding your customer account or to an order at Neuland.com?

You may find here your answer. If not, please do not hesitate to contact us.

Shop

How can I delete my account?

Please fill out our contact form and state a reason. This process can’t be undone.

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Where do I enter my internal order number?

Enter your internal order number in the checkout under step 3.

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How do I change my e-mail address?

Your e-mail address serves as a login for the Neuland® Online-Shop. In combination with your secret password, it is the key to your customer account. Change your e-mail address under "Personal data" in your customer account.

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How do I redeem my online points?

You can redeem your online points in the shopping cart with the slider control. Get more information here.

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I’ve forgotten my password?

Please fill out the form. After you submitted it a new password will be generated and sent to you by e-mail. Please be patient! This can take a few minutes. If the form is sent multiple times, a corresponding number of passwords will be generated. If you still don’t receive the password, please check your spam folder. Of course you can change the automatically generated password according to your wishes.

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Which browser should I use?

For convenient surfing on neuland.com we recommend the latest versions of the browsers Google Chrome or FireFox.

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Where can I find the catalog? Is there no catalog anymore?

The classic catalog has not existed since 2017. There is a basic price list which can be found as a PDF in the shop and requested as a hard copy under Service / Help.

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Where can I find Neuland distributors?

Neuland works with distributors all over the world. A list can be found here. If you can’t find a sales partner on site, please contact us.

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Are there local stores?

Currently they don’t exist. You can order online, by email and by phone or shop directly in Eichenzell.

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Where can I redeem my voucher?

In the shopping cart or the check-out voucher field.

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How do I get an offer online in the Global-Shop?

Place all selected products in the "shopping cart" and send us your offer request via the button "send offer request”. As soon as we receive your request, the shipping costs will be calculated and added. Then you can continue your order and complete the payment. Please note that in some cases this may take a few days because we’re looking for the best possible delivery option. You will receive an email from us once your order can be completed online. If certain import policies apply in your country, they will be discussed with you in advance.

Once you submit your request, it is not possible to change, add or omit any products. Should a change be desired, please send us a new request. Get more information here.

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Where do I enter my VAT ID as an EU customer?

Please enter it in the billing address in the field "Company VAT No." which starts with your country code without commas, spaces or dots. Please note that the VAT No. no must match the company name, legal form and location of the billing address.

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Order & delivery

Is there a minimum order?

No. However, there’s always a shipping fee.

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Do you sell vouchers / gift cards?

No. For technical reasons we can’t offer vouchers.

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Several bank accounts are specified. Which account should I transfer to?

Our service for you: for cost-effective transfers we offer several accounts / banks.

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Where can I find Neuland distributors?

Neuland works with distributors all over the world. A list can be found here. If you can’t find a sales partner on site, please contact us.

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Are there local stores?

Currently they don’t exist. You can order online, by email and by phone or shop directly in Eichenzell.

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Can I get express delivery?

Currently this is only possible within Germany via DPD or DHL (delivery within 24 hours, until 18 o’clock, only on weekdays, SAT / SUN / holidays excluded).

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Can I track my shipment?

You can track your parcel deliveries and freight shipments "My Account > My Orders > Details > Shipment Tracking Link".

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How do I receive my bills?

You will receive your invoice by email after completion of your order. You can enter a fixed recipient address for invoices in your customer account under "Invoice / Delivery":

Please contact us if you would like to receive your invoice by mail: www.neuland.com/en/Contradiction-PDF-Invoice

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How can I order with payment in advance?

After your product selection and order completion you will receive the invoice in advance by email within 1-2 work days. Bank data IBAN / BIC are listed. For urgent deliveries, we recommend another online payment method.

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Markers & More

Can I write on paper with whiteboard makers? Can I use markers for paper on whiteboards?

Whiteboard markers bleed heavily through paper and quickly get empty. Possibly the tip also wears off quickly. Avoid writing on whiteboards with markers for paper. They possibly smear and are difficult to remove.

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The Outliner is clogged. What can I do?

The outliner has a different ink composition that can cause clogging if residual ink remains in the needle or the bulb (rinse the needle with water after each use to prevent residual ink from remaining in it).

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What’s the difference between the "normal black" and the Outliner?

The Outliner (color code: 010) has a special water based ink that doesn’t smear or blur when painted over with another marker. It’s particularly suitable for contours that remain clean and sharp when colored afterwards. Otherwise with the black lines of the "normal black" (color code: 100), they can quickly become blurry and dirty after subsequent coloring.

Find here an explainer video in our YouTube channel.

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Is the BigOne also available as a WhiteboardMarker?

No. Many customers buy the empty marker and fill it with whiteboard ink (but we can’t guarantee).

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What’s the shadow marker?

This means the color “grey“ (color code: 101). Mostly the Neuland BigOne® is ordered.

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Are your markers refillable and how does it work?

Neuland® markers are refillable. Find detailed instructions here.

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Others

I can’t find spare parts online. Do you sell them?

Spare parts are not sold online. Please contact your sales team.

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How do you pack the V3 into the bag?

Please take a look at our instructions.

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Can I also order empty cases / bags?

Basically, you can purchase almost every case / bag empty. Obtain information regarding price and item no. from your sales team (not available online!).

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