FAQ
Frequently asked questions Customer service
Online Shop User Management
Where can I register for the online shop?
Click on the user symbol in the top right bar. This symbol will take you directly to the login page.
Where can I find password management?
Change password: If you are logged in, please click on the user symbol and then on "Change password".
Forgotten your password? Please click on the "Forgotten password" button in the login menu. You will receive an e-mail to change your password.
How can I register for the newsletter?
You can subscribe to our newsletter and unsubscribe at any time using the following link.
Online shop order
How can I order custom lengths?
On the product detail page or in the shopping cart, click in the field where the currently selected length is displayed. Via "Enter length" another field appears, which can be filled with the individual length.
How is the copper price calculated?
The current copper price and additional information on the calculation can be found at the following link.
How can I enter my own item numbers?
Your article number corresponding to our LAPP articles can be stored in our online shop so that you can order using that article number in the future.
Please contact your customer advisor at the following e-mail address: vertrieb.de.uil@lapp.com
Where can I redeem a voucher?
You can redeem your voucher in the "Quotation" step. Please use the "Promotional code/voucher" field on the right-hand side.
How can I order remaining lengths?
In addition to the standard lengths, you can also order remaining lengths in the online shop. It is always worth taking a look at the available remaining lengths of an item. To see the available remaining lengths, look on the product detail page or in the shopping cart in the drop-down menu for the lengths.
Your advantage: By selecting a remaining length, there are no cutting costs.
Order
How can I make a change to an order that has already been placed?
To change an order, please contact the email address specified on your order confirmation or submit your enquiry directly using our contact form.
How can I track an order that has already been dispatched?
Shipment tracking is possible in the respective order in the order history section after logging into the online shop.
Complaints
Where should I go in the event of a logistical complaint?
In order to be able to process your logistics complaint quickly and efficiently, we kindly ask you to fill out the relevant form. By completing the form, you can send us all the important information about your complaint and we will get in touch with you as soon as possible.
For example
- Delivered too little and/or too much/incorrect delivery
- Damage during delivery
- Loss of a consignment
Where should I go in the event of a sales complaint?
To be able to process your Sales complaints quickly and efficiently, we ask you to fill in the corresponding form. By completing the form, you can send us all the important information about your complaint and we will get in touch with you as soon as possible.
For example
- Condition corrections
- Transferring an invoice
- Incorrect VAT specification
Where should I go in the event of a technical complaint?
To be able to process your technical complaints quickly and efficiently, we ask you to fill in the corresponding form. By completing the form, you can send us all the important information about your complaint and we will get in touch with you as soon as possible.
For example
- Technical defects (faulty product)
Products
Where can I view data sheets and further product information?
You can view data sheets directly in the online shop on the respective product detail page in the "Documents" tab.
How do I view hazardous material documents or assessments for products?
You can find information about the RoHS directive and the REACH regulation here.
I would like to receive article-related hazardous material documents for a specific order. How do I proceed?
Please contact us by e-mail at reach.de.uil@lapp.com stating your contract documents.
Do you have a special approval for the UN Regulation Europe No. 118?
You can send us your enquiry via e-mail, indicating the relevant product: communication.de.uil@lapp.com
What solution does LAPP offer for the China Compulsory Certification (CCC) system?
China Compulsory Certification (CCC) is a certification system for certain products and applies to imported goods as well as those produced in China.
LAPP cables and wires intended for import to China are subject to the CCC certification obligation as individual components – i.e. they are provided separately and not as a part of a machine or system – insofar as they are not subject to an exception or exemption. Harmonised cables are also generally subject to CCC marking.
LAPP Shanghai offers a range of CCC-certified single cores and control cables in China that meet the Chinese standards and the standards of the IEC 60227 series.
If you have any questions, please feel free to contact LAPP Shanghai at the following email address: info(at)lapp.com.cn
Other cables that do not meet any IEC/HAR standard are still subject to the exemption regulation. These products are identified as such on the basis of a self-declaration by the importer together with the catalogue and data sheet.
Do you require CO2 information about our products?
Information on the product carbon footprint can be found here.
Prices
How are the freight & shipping costs calculated?
You can access information about the freight & shipping costs here.
Delivery and dispatch
I would like to receive information about a delivery time. How do I proceed?
You can see the expected delivery date in the online shop in the last step before sending the order. You can also contact our sales team directly via chat.
How do I get an individual supplier declaration?
You can request an individual supplier declaration directly here on our website.
Is express delivery possible?
For an express delivery that has not yet been placed, please contact: vertrieb.de.uil@lapp.com, Phone: +49 (0)711 - 78 38 01
Unfortunately an express order cannot be placed in the online shop yet. Thank you for your understanding.
How is delivery abroad organised?
We deliver to selected countries such as Austria, Belgium, the Czech Republic, France, Hungary, Italy, Luxembourg, the Netherlands, Slovakia and Poland. The corresponding freight costs can be found on the Prices and services page. Delivery is subject to standard tax in Germany. The standard tax rate is 19%.
I do not wish to receive my goods in partial deliveries. Is that possible?
Please get in touch via the contact address specified on your order confirmation to have this saved in your customer master.
