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.

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How can I delete my account?

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

Where do I enter my internal order number?

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

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.

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.

Which browser should I use?

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

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.

Are there local stores?

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

Where can I redeem my voucher?

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

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.

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.

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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