Frequently Asked Questions
What are the benefits of having a customer account?
A customer account at Profeline is non-binding and free of charge, and it offers several advantages for you:
• You don't have to enter your data again for future orders.
• You can access and modify your data at any time.
• You can view your orders along with their respective statuses.
Will my customer data be stored?
When opening a customer account, the data you provide, such as name, address, email address, will be stored. This way, you can log in and place orders in the future using your email address and password, without having to enter all the data again. You can revoke the storage of your data at any time by deleting your customer account in the member area. Sensitive data such as credit card information is not stored; the entry of such data is directly carried out on a secure page provided by the payment institutions.
Are my personal data protected at Profeline?
The security of your data and the protection of your privacy are of the highest priority to us.
We use the "Secure Socket Layer" SSL method to transmit your customer and order data. The information transmitted with this particularly secure method is encrypted with 256-bit encryption.
Forgot my password, what can I do?
If you have forgotten your password, you can easily request a new one.
How can I change my personal data?
Click on "My Account" and log in with your email address and password. You will then see an overview of your personal data that you can modify.
I have questions, who can I contact?
Profeline strives to provide you with detailed information about products.
If you still have questions or suggestions, we are at your service.
Phone: ++49(0)7131 2033840
How do gift vouchers work?
If you want to redeem a gift voucher, enter your voucher code in the promotion field in the shopping cart (please make sure not to include any spaces).
Gift vouchers are differentiated as follows:
Promotional vouchers: Unless otherwise specified, these can only be used once per customer and have limited validity.
A personal voucher is issued specifically for an individual. There is no expiration date.
The voucher amount will be immediately deducted from the total purchase amount.
Always pay attention to the specific redemption conditions that come with your voucher, such as the expiration date and minimum order quantity.
Tips for redemption:
- If the shopping cart value is below the voucher value, the remaining value will expire
- Only one voucher can be redeemed per order
- Subsequent offsetting with previous orders is not possible.
Can I get cash payment for my voucher?
Cash payment or subsequent offsetting with previous orders is not possible.
Please note: The voucher will only be sent after receipt of payment.
How is the gift voucher sent? Can I also hand over the gift voucher personally?
We send the voucher to the address you provide so that you can personally hand over the gift voucher.
Minimum Order Value - Payment - Shipping
What is the minimum order value?
The minimum order value is €30 for Germany and the EU.
For Switzerland and the UK, the minimum order value is €150.
Can I change or cancel my order after submitting it?
If your order has already been processed, it cannot be changed anymore.
Which countries does Profeline deliver to?
Profeline delivers to almost all EU countries, the UK, and Switzerland. The specific countries and their respective shipping costs can be found on the "Shipping Costs" page.
Which courier service do you use for delivery?
We use DHL for shipping. In special cases, we may also use DPD.
With DHL, deliveries are made from Monday to Saturday - depending on the package size, delivery to parcel stations is also possible.
If you are not present during the delivery, your shipment will be deposited at your designated post office - you will receive a notification from the courier driver about this.
With DPD, deliveries are made from Monday to Friday. DPD makes up to three delivery attempts (depending on the country). If the first delivery attempt is unsuccessful, you will receive a written notice in your mailbox. This way, you will be informed that the first delivery attempt was not successful.
With the information provided on the notice, you have the option to log in at www.neuzustellung.de. - Here, you can reschedule the delivery for a specific day from Monday to Friday or redirect the delivery to a different delivery address or a DPD ParcelShop.
Please note: Delivery to DHL parcel stations is not possible with DPD.
Can I have the delivery sent to an address different from the billing address?
Yes, each order can be delivered to a preferred address, such as your workplace.
Do you also offer cash on delivery?
No, cash on delivery is currently not available.
Why is "Purchase on Account" not accepted for my order?
Profeline offers purchase on account through the payment service provider Klarna. Currently, this payment method is only offered for private addresses in Germany. Companies and parcel stations as billing addresses are not accepted by Klarna.
Klarna reserves the right to check your address data with various credit agencies. If your payment with Klarna is rejected, this can be due to the following reasons:
- Address and name not identifiable or misspelled.
- Technical anomalies / disruptions.
If you have problems or questions, please contact the customer service of Klarna
What is the return address?
D - 74081 Heilbronn
How and when can I return an item?
You can revoke the contract within 14 days after receiving the goods.
Please read the revocation instructions for this purpose.
Can I also place an order by phone?
Please place your order directly on our online shop - this is the only way your order can be processed and shipped as quickly as possible.
Will I be informed when the order is shipped?
Yes, once your order has left our premises, you will receive a shipping confirmation by email directly from DHL or DPD.
This will also show the number of expected packages and their respective package numbers.
My browser indicates that the security certificate has expired.
Since a security certificate has an expiration date, incorrect date settings on your computer may prevent SSL pages from being displayed. Therefore, make sure that the date and time are set correctly.