Frequently asked questions
Here you will find a compilation of information on particularly frequently asked questions (FAQs) and frequently occurring problems sorted by topic.
Please select your topic:
FAQ - My account
If you are already registered as a Häfele customer but still need an account for the online store, please complete this registration form. Please also enter your Häfele customer number. We will then send you your login information.
As a registered customer, you can view our prices and place orders online.
Once you have logged in, you can create additional users (co-users) for your account. These co-users also have the option of logging in via your account. You can also restrict their authorizations. You can create co-users via the main account, change their settings and delete them again.
Co-user administration info sheet
If you have a Häfele online account, you can view prices and product availability and place orders conveniently online.
The product prices and availability are displayed both on the product detail pages and in the shopping cart.
See also Change price view.
Download invoice as PDF
Under “My account > Invoices” you have access to all invoices for your orders. To view or download an invoice, click on the invoice number.
Download delivery bill as PDF
Under “Orders > Delivery bills” you can access all delivery bills for your orders. To view or download a delivery bill, select the relevant delivery bill from the overview. Within the delivery bill, you will find the delivery note number highlighted in red at the top on the right-hand side. Click on it to open the delivery bill, which you can now save or download as a PDF file.
Download order confirmation as PDF
Under “Orders” you have access to all order confirmations for your orders. To view or download an order confirmation, select the corresponding order from the order overview. Within the order, you will find an order number highlighted in red in the upper area on the left-hand side. Click on it to open your order confirmation, which you can now save or download as a PDF file.
FAQ - Order
If you already know the article number, you can use the direct entry function to add the desired article quickly and directly to the shopping cart - without having to open the product selection page. You will find the button at the top of the navigation menu next to the search function.
Simply enter the article number, the quantity and the commission. Click “Add to shopping cart” to add the items to the shopping cart.
Alternatively, you can use the search function in the online store or the flip page catalogs to add items to the shopping cart as usual.
There is also an upload function.
Your shopping cart is saved for 90 days and you can call up the last status at any time on the shopping cart page. To save the shopping cart permanently, you can save the items as a notepad. For future orders, you can refer back to the respective wish list, add the items to your shopping cart again and order quickly.
You also have the option of using the scan function on your smartphone.
You can also send a compiled shopping cart as a quote request.
You can view the status of your order(s) under “My account” > “Orders”.
The table displayed shows you the status details. You can also search for the different statuses in the filter selection shown above and narrow down the search directly by selecting “All orders” or “Open order items”.
The order status provides a detailed insight into the status of your order. Use the filter option on the “Orders” page to search for specific orders according to their status.
In process
Your order has been received and is being processed.
Shipping preparation / shipping open
Your order is passing through the Häfele dispatch center and is being prepared for dispatch or collection. From this point on, no more changes to your order are possible.
Dispatched
Your order has been processed and handed over to the respective carrier. Use the parcel tracking function to find out the current location of your parcel and the estimated delivery time.
Modifiable
You can still change your existing order until it is processed further by us. Get in touch with your Häfele contact person if you have any further questions.
On call
You have ordered your order on call. To start processing your order, change the shipping method under “Orders” and save the change. We will then process your order further.
Under “Orders”, the online store provides you with an overview of your current and past orders. You can also change the display to show only the open order items. Use the filter and search options for convenient tracking.
- Select a time period.
- Select an order status.
- Enter in the search field which commission, personal order reference or article number you would like to search for in your orders.
The matching orders are then displayed and you can view order information retrospectively and also reorder entire orders or items.
Your abandoned shopping cart remains saved for 90 days and you can call up the last status at any time on the shopping cart page. To save the shopping cart permanently, you can save the items as a notepad. For future orders, you can refer back to the respective notepad, add the items to your shopping cart again and order quickly.
Please ask your Häfele contact person about the options as soon as possible. As long as the status “Created” is displayed, a change is still possible. If this status is no longer displayed, your order is already being processed.
You can find an overview of your most frequently ordered items in your user account under “Orders” > “Favorites”. The ranking is sorted downwards according to the items (max. 100) that were listed most frequently in your orders in the last 6 months.
The complaint status provides a detailed insight into the status of your complaint.
In process
Your complaint has been received and is ready for processing.
To be checked or Checked
Your complaint is being processed. If you have any questions about your complaint, we will contact you so that we can complete your request as quickly as possible.
Notification completed
After a successful check, we will inform you of the next steps. You will also receive the return slip if we ask you to return goods.
Canceled
In some cases, goods cannot be taken back. For example, in the case of goods that have been specially manufactured for you, your complaint request may be rejected. We make every effort to avoid these cases and will be happy to explain the reasons to you in a direct dialog.
FAQ - Products
Under “Settings-> My profile” you can specify the desired price display to be shown in the store and in the shopping cart.
You can choose between the following settings:
- No price
- Net price
- Retail price
- UVPE
You can set a “mark-up in % on the net price” for the sales price. This setting allows you to use our online store together with your customer, whereby your desired sales price is displayed next to the availability.
You can also change the price display on the respective product detail page. After logging out and the next time you log in to your profile, the settings that were saved in your profile will be saved again.
Intelligent filters allow individual access to the right product according to your requirements.
First navigate to the desired product category. On the corresponding page, narrow down your search further using the filter entries on the left-hand side of the page. The filter entries vary depending on the selected product category and are adapted to the respective product area. The search filter updates the results automatically after you have selected your characteristics. You can refine your search by combining several criteria.
You can deactivate a selected filter using the “Deselect” button. If several filter criteria are selected and you want to deselect them all, you can use the “Deselect all” button.
If a product is currently not available or not available in the desired quantity, this will be displayed on the product detail page and in the shopping cart.
Display on the product detail page:
Below the quantity information, you will now see a note on availability. The remaining stock quantities are also displayed, including the packaging unit and the estimated date of renewed availability. If you would like a partial delivery of immediately available items, you can select this when completing your order.
Display in the shopping cart:
Below the requested delivery date, you will see the information text on availability. The remaining stock quantities are also displayed, including the packaging unit and the estimated date of renewed availability.
You are welcome to send your wishes/suggestions to Häfele in the text field. To do this, click on the selection text “Info to Häfele”.
If you receive a message after selecting an item on the product detail page that it is no longer available, we have removed it from the range.
If a successor item is available, you can add it directly to your shopping cart. To do this, click on the “Add follow-up item to shopping cart” button.
If no successor item is available, please get in touch with your Häfele contact person.
The latest version of all Häfele catalogs and brochures can be browsed online at any time. You can find an overview of the available flip catalogs under “Service” > “Catalogs & Brochures”.
By clicking on the catalog element at the top of the screen, you can always access the most important catalogs and brochures directly.
You also have the option of downloading many catalogs and brochures to your smartphone or tablet via the Häfele app so that you can use them offline at any time.
FAQ - Other
The LUCID registration number at Häfele is DE5659981271045.
Resource-conserving and environmentally conscious behavior is an important and integral part of Häfele's corporate philosophy. Through continuous improvement, the sustainable treatment of the environment is constantly increased. Find out more about quality and environmental management at Häfele at „ About Häfele“.
We, Häfele Deutschland, would like to point out that all used and completely emptied transport packaging within the meaning of Section 15 (1) VerpackG of the same type, shape and size as the packaging used by us can be returned free of charge at the place of delivery or in its immediate vicinity.
In cooperation with our disposal service provider, we ensure that the returned transport packaging is properly recycled by our customers in accordance with sustainability and the legal requirements for recycling.
Here you can find the survey form for used transport packaging from our disposal service provider: Reclay Systems survey form
Please observe the take-back criteria of our disposal service provider, which are described in more detail in the Reclay Systems data sheet. Häfele will not bear any costs that may arise from non-compliance with these criteria.