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Frequently Asked Questions (FAQ)

Here are answers to frequently asked questions. If you still can not find an answer to your question, you can contact us at any time via the contact form.

Every criticism is also an opportunity for us to improve. Our customer service will be glad to assist you with your order concerned. It is possible to contact us by phone from Monday to Friday between 8.00 and 17:00 through the number +49 (0) 39409 - 914 0 (additional charges on your telephone bill may result depending on your location and calling plan). You can also use our contact form, which you can find under the section "contact" at the bottom of our site. It is also possible to write directly to the email address given there.

You can choose to repair or replace a defective product unless your choice turns out to be unworkable or disproportionately expensive for the distributor. However, if the product has only minor defects, repair can be the quickest solution.

Unfortunately, we are currently unable to accept orders by phone, email, letter or fax. Products from the Nani online shop can only be obtained by ordering online.

If you have not yet sent the order, you can remove items from your shopping cart at any time. If you click on „shopping cart“, an overview of your shopping cart appears. Under „quantity“ you can change the number of items ordered. If you would like to completely remove an article from the shopping cart, please click on the red marked cross.

If you have already sent your order, we can cancel it for you if it has not yet been dispatched. It is best to call our customer service immediately at +49 (0) 39409 - 914 0. Unfortunately, it is not possible to predict exactly when your order will be dispatched.

We sell goods online exclusively in the B2B area, the customers are not consumers. It can happen that customers want to send the goods back and want to cancel the purchase contract. We would like to point out to customers that revocation is not possible. If the goods have already been returned, we request that the customer have the goods picked up within 7 days. Alternatively, we offer re-delivery against prepayment of shipping costs. If a customer does not report until the deadline has expired, we will also calculate the storage costs incurred by us. Should costs arise as a result of legal action, i.e. Legal fees during the delay of the buyer with the acceptance, these will also be charged to the buyer. This applies both to a lawsuit for the acceptance of the purchased item and a withdrawal from the purchase contract, which, however, can result in costs for the damage in the amount of the lost profit plus impairment.

Guarantee is a voluntary service of the manufacturer, the scope and duration of which vary depending on the product and manufacturer; Warranty is a legal obligation of the seller. Business customers have a 12-month guarantee. Please note that the warranty only covers defects that were already present at the time of purchase.

You can change the delivery / invoice address until the goods have been dispatched. Please send us an email to shop@nani.de or contact our service hotline on +49 (0) 39409 - 914 0 (additional charges on your telephone bill may result depending on your location and calling plan).

In your customer login area you can store several delivery / invoice addresses, which you can select during the ordering process. A standard address is always stored in advance.

We can send the invoice again by sending us an email with your name and order number to shop@nani.de or by calling our service hotline on +49 (0) 39409 - 914 0 (additional charges on your telephone bill may result depending on your location and calling plan).

As a registered user, you can view the current shipping status of your order in the "My Account" area. Here you will find a link for tracking your shipment with your tracking number. We will also send you this link in our shipping confirmation via email. Please note: After we have sent your order, it may take up to 24 hours before DHL activates this link. You can also use the tracking number to track the status of your delivery using this tracking link.

After ordering, you will receive an order confirmation from us by email with a list of your ordered products and delivery information. If you do not receive a confirmation email within 12 hours, please send us an email to shop@nani.de or contact our service hotline +49 (0) 39409 - 914 0 (additional charges on your telephone bill may result depending on your location and calling plan).

You can call up our contact form on our shop page below under "customer service". You can either use this form or contact us using the email address and telephone number given there.

This depends on the type of postage you chose at checkout and the value of your order. The shipping costs are calculated according to the size and scope of your order. You can find more information at the bottom left of our page under Shipping & payment conditions. *Exact delivery time depending on the location

We offer various payment methods, these are cash payment, invoice, cash on delivery, PayPal / PayPal Plus and advance payment (bank transfer). We reserve the right not to offer all payment methods in individual cases. When paying by invoice, we carry out a credit check in advance.

Are you already registered in the online shop and have you forgotten your password? In this case, use the „Forgot your password?“ function in the „What is my password?" area under „customer login“, enter your email address in the field provided, confirm the security code and confirm with the "Continue" button. We will send you an email with a link. Click on the link. You will then be redirected to the shop page and asked to assign a new password. If you have successfully changed your password, you will receive an email.

Each form in the check-out is subdivided into mandatory and optional fields. Required fields are marked with an asterisk. In order to successfully complete an order, please make sure that you have filled in every mandatory field marked with an asterisk on a check-out page.

Yes. We are very aware of our responsibility in the storage and collection of customer data. In the entire ordering process, we use a 256-bit encryption system (Secure Socket Layer), which guarantees a high level of security and ensures that your personal data cannot be read by third parties. You can recognize an active SSL connection in the address line of your browser by prefixing HTTPS instead of HTTP.

You need to create a customer account to place a B2B order. Register with your company data. This access is of course free of charge. To activate the dealer account, we then need a business license. Send us the trade certificate by email to shop@nani.de. We will arrange for your dealer account to be activated immediately and will inform you by email. Then you can log in with your account and see the entire range at your retailer purchase price. We hope you enjoy shopping on our website. If you have any questions, please contact our customer support.

For certain products, you receive discounted prices from defined purchase quantities.

In this case, simply leave your Callback request or send your request by e-mail to  shop@nani.de. Emails are processed parallel to the telephone hotline. You should get an answer within a few hours, at the latest on the next working day.