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FAQ - Frequently asked questions

FAQ - Frequently asked questions

Login / Registration

How do I log in to the [BOXXCO] webshop?

You will find the "Register" tab at the top right of the webshop. A mouse click on the tab opens a window with a selection: If you already have a customer account in the shop, click the "Register" button. If you are a new customer, click the "Create account" button. The next step will take you to an input field where you can enter your login data (e-mail address + password). If you do not yet have any login data, use the route via "Create account" and follow the registration process.

Why do I have to register?

Registering in the [BOXXCO] webshop offers many advantages for you: It speeds up the processing of your order and facilitates all subsequent orders, as your data is already stored. Of course, all data is treated confidentially.

All the advantages at a glance:

Enter personal data only once (delivery address, billing address, goods acceptance times) and manage them conveniently
Simply enter other different delivery addresses in the address book.
All completed online orders at a glance (order history)
Save products for future orders (notepad) (Merkzettel)
Receive all service information on the shipping status automatically by e-mail
Subscribe and unsubscribe to our newsletter

I have forgotten my password. What can I do?

In the login window at the top right of our website, you will find "Forgotten password" below the login button. Click on this and a separate window will open where you can enter your e-mail address in the corresponding field. After you have clicked on the "Request new password" button, we will send you an e-mail with which you can set up a new password.

If you do NOT receive an email with your access data within the next few minutes, please check: Have you already registered in our shop? If not, please do so once. You can then set a password yourself. As soon as you are registered, you can log in with your e-mail address and password in the future.

If you are sure that you have already registered in our shop, please check whether you may have mistyped your e-mail address.

If despite entering the correct email address and having registered already you still have problems with logging in and have not received a "forgotten password" email, please contact us by email at kontakt@boxxco.com Of course you can also contact us by telephone: Phone +49 35795 1797-10.

How can I change my password?

To change your password, please log in to the webshop with your access data. You will automatically be redirected to your account, where you can click on edit under "PASSWORD" to change your current password to a new one.

For security reasons, we recommend a password with at least 8 characters, consisting of upper and lower case letters as well as numbers and at least one special character.

How can I change my master data (e-mail address, billing address, delivery address, etc.)?

To change these details, please log in to the webshop with your access data. You will automatically be redirected to your account, where you can click on the edit button under "Overview". Now you are free to change and save your master data as you wish.

To change your e-mail address, you will be asked to enter your current password. The next time you log in to the shop, please use your new e-mail address as your user name.

If you entered a different delivery address in one of your last orders, this is stored in the customer account and can be changed manually. To do this, go to "Delivery address" in the left-hand navigation. If no delivery address is stored there, use the option to enter it in the next order process. To do so, remove the checkmark "Delivery address corresponds to billing address" and enter your data accordingly.

I cannot log in despite having the correct access data. What do I have to do?

In this case, please contact us directly. Either by chat, by phone at +49 35795 1797-10 or via our contact form.

I am already a [BOXXCO] customer but have never ordered online before. What do I have to consider?

If you have previously ordered by phone, fax or e-mail and now wish to order online, please register once in the webshop. To do this, use the "Register" tab at the top right of our website and then follow the instructions. As soon as your registration is complete, you can continue to browse our homepage and place your orders securely. Even if you already have a [BOXXCO] customer number, registration in the webshop is required.

I do not want to register in the webshop. Can I still order from [BOXXCO]?

No problem! Please send us an e-mail with your contact details, the product, the desired quantity and possibly a different delivery address to kontakt@boxxco.com. If your order involves quantities in the pallet range, we also need the goods acceptance times and information as to whether a truck with a lifting platform is required for delivery. We will take care of your order immediately.

Can I order from [BOXXCO] from abroad?

An order from abroad via the webshop is currently only possible with a German delivery address. We would be happy to send your order to a German address and you organise the onward transport abroad. If you would like to have your delivery sent directly abroad, please contact us at kontakt@boxxco.com or use our contact form to enquire about additional delivery costs. We will get back to you as soon as possible.

Sample request

I would like to test an item before placing my order. How does this work?

You can easily request a sample from us using our form.

Please note that we charge a sample protection fee of 15 Euro plus 19% VAT for max. 3 items. The fee will be credited to you for a subsequent order with a shopping basket value of 150 Euro (net) or more. Should you require a larger number, you will be informed of the charges individually. We ask for your confirmation and prepayment before sending the samples.

Order

I would like to test an item before placing my order. How does this work?

You can easily request a sample from us using our form.

I would like to delete a product from the shopping cart. How does this work?

Below each item in the shopping cart is the button "Remove item". Press this button on the product that you do not need. Your product is now deleted from the shopping basket.

What are acceptance intervals?

All our boxes and packaging products are packed together in bundles or cartons optimised for shipping. According to these units, you can buy multiples of them in the shop.

Where can I specify that my order is to be delivered to a different address?

You can enter a different delivery address in the order process. To do this, remove the tick from "Delivery address corresponds to billing address" in step 1 under "Billing and delivery address". You can now enter your different delivery address and save it with "Send customer data".

I would like to request a next-day delivery, but it is not offered to me in the ordering process. What can I do?

We can ship the majority of our products to you using the next-day option. Unfortunately, this is not possible for some exceptions. Please contact us directly at +49 35795 1797-10, by email at kontakt@boxxco.com, by chat or via our contact form. We will be happy to help you.

Payment

What payment options are available to me?

We offer you the possibility to buy via credit card, Sofort Banking, PayPal, SEPA bank transfer, Giropay or purchase on account in our webshop.

You can find detailed information on the payment methods under Payment information.

Where can I view an overview of my orders?

Please log in to your customer account at www.boxxco.com. You will find your order overview in the "Orders" under "My account".

If you need further information about your current or already delivered orders, please contact us at +49 35795 1797-10 and we will be happy to help you.

I have received an invoice that does not show all the items I ordered. What is the reason for this?

Our articles are stored in various distribution centres throughout Germany. It may therefore happen that one item is dispatched and invoiced sooner than the other. You will normally receive a separate invoice after the second item has been dispatched.

Return

I would like to complain about my order. How do I proceed?

We are very sorry that your goods were delivered damaged or that you are dissatisfied with the ordered goods for other reasons. In order to process your complaint as quickly as possible, please use our online complaint form.

Please remember to substantiate your reason for complaint by means of photos of the rejected goods. We will contact you as soon as possible in order to find a mutual solution.

I would like to return my order. What do I have to do?

You can return the goods to us at any time at your own expense. In order to process your return as quickly as possible, please use our online complaint form. We will contact you promptly to inform you of the relevant delivery address. For some products, an additional flat-rate restocking fee of up to 50 percent of the value of the goods may apply. In this case, we will inform you in advance.

Refusal of acceptance

I could not accept/collect my goods

If there is a refusal of acceptance, this must be noted on the shipping documents of the forwarding agent or shipping service provider, stating the reason. Experience has shown that it is advisable to document the reason with a photo and report it to us.

If there is an unfounded refusal of acceptance, we will charge the buyer for the costs incurred by redelivery or return shipment with restocking.

Recycling

Is the disposal of used packaging materials free of charge?

No. Depending on the market situation, disposal (including packaging marked with RESY) must be paid for. If the customer pays the disposal costs in advance, these costs can be passed on to the supplier. However, customers often refrain from charging on the costs because revenues for waste paper (this also happens frequently) are not credited to the supplier.

Is the disposal of used packaging materials free of charge?

What is the difference between RESY and the Green Dot?

The RESY mark may only be applied to transport and outer packaging made of paper and cardboard. This packaging is disposed of privately by the points of origin (unpackers) at their own expense. The green dot may only be used on sales packaging which the private end consumer can dispose of free of charge via the public collection points (waste paper container, waste glass container, yellow bin/bag).