Frequently Asked Questions
Ordering & Ordering Process
How does the ordering process work step by step?
Search for items and add them to the shopping cart.
Select your shopping cart and add the order number and shipping date.
Go to checkout.
Select the delivery address and proceed to delivery.
Select shipping method and proceed to payment.
Confirm payment method and continue to the overview.
Control data.
Confirm the terms and conditions and complete the order.
Do I need to register in order to place an order?
In order to place an order, it is necessary to register.
Can I also place an order by email, fax, or phone?
In general, it is possible to order via these channels, but in order to be able to use the advantages of the shop, ordering via this is an advantage.
Can I change or cancel my order afterward?
A change or cancellation is possible. Please contact us via the e-mail address webshop@fibro.de.
Will I receive an order summary or confirmation by email?
An order receipt confirmation will be sent.
Is there an option to save or share shopping carts?
Yes, that is possible.
Payment Methods & Invoicing
What payment methods are available (e.g. invoice, SEPA, credit card, PayPal)?
It can be paid by credit card or invoice.
When is it possible to purchase on account?
Purchase on account is possible immediately.
When and how will I receive my invoice?
Once the delivery note has been created, the invoice is generated and sent.
Can I enter a different billing address?
Unfortunately, it is not possible to create a different billing address.
Can I download my invoices as PDFs?
Yes, this can be done in the document download area.
Is it possible to connect to an electronic invoice?
Please contact us via our homepage via the following link https://forms.office.com/Pages/ResponsePage.aspx?id=-QV7W4SrgUCYoOazZGOj1urCZ8uhaOBDl-LR3btHgStUMDNVWkFDSVVNMDFIMTFaQk9ER0dWWU1FWC4u
Shipping & Delivery
Which shipping service providers are used?
Shipping is done by DHL or freight forwarder.
What are the shipping costs, and when is shipping free?
Shipping from the shop is free of charge within the EU. Only express deliveries incur shipping costs.
How long does delivery usually take?
For orders placed before 2 p.m. and stock availability, shipment will be made on the same day.
Are express or forwarding deliveries offered?
Both deliveries are offered.
Can desired or fixed dates for delivery be arranged?
Yes, appointments can be specified accordingly.
Is partial delivery possible?
After we have received the order, we may be able to arrange a partial delivery.
Where can I find tracking?
Shipment tracking can be found in the customer area under Orders for the desired order.
Returns & Complaints
How long can I return items?
Whether and to what extent an item can be taken back is checked on a case-by-case basis. See terms and conditions of return https://www.de.shop.fibro.com/de/gtc-return.
Which items are excluded from return?
Goods that have been individually manufactured or labeled according to your specifications and goods that are not in their original packaging cannot be taken back.
How do I report a damaged shipment or defect?
By e-mail to sc.normalien@fibro.de or via the returns function.
Products & Availability
How up-to-date are the stocks in the shop?
The holdings are always up-to-date.
How do I know if an item is available?
If available, YES or NO will be displayed.
Can products be individually configured or customized?
Yes, this is possible via the Configurators section.
How can I see the prices for the individual items?
To see the prices that apply to you, you must be logged in.
Where can I find technical data sheets, certificates or safety data?
Data sheets and safety data are stored directly in the article. The certificates can be found under the menu item Certificates.
What is the best way to search for my desired product?
You can find your desired product either via our search bar or via the product navigation.
How can I request a quote
After adding your products to the shopping cart, you can submit a request for quotation below it. You can send them directly, save them temporarily or withdraw them as required.
Customer Account & Administration
How do I create a customer account?
Click Sign in, then register and select your shop region. Please fill in all fields, confirm the terms and conditions and then click the "Register" button.
Can multiple users access a company account?
Yes, each user gets their own access.
How can I manage rights and roles in the user account?
Rights and roles can be managed by the administrator.
Can I store several delivery and billing addresses?
Yes, there is a billing address and a default shipping address. Multiple delivery addresses can be created.
How do I change my company details, email address or password?
Company data and e-mail address can only be changed by FIBRO. The password can be changed by yourself at any time.
How can I view or repeat previous orders?
In the customer area under Orders, these can be viewed or reordered.
What do I do if I no longer have access to my account?
Please contact us here by phone, email or chat.
Contact & Support
How do I contact customer service (phone, email, chat)?
Customer service can be reached by phone, email, and chat.
What are the service hours?
The service hours in the chat are from 08:30 to 15:30.
Can I get technical advice on a product?
Yes, technical advice is possible. Contact us by email, phone or chat.
I have questions about the shop or individual items - how can I get in touch with FIBRO as quickly as possible?
The fastest way to get in touch with us is via the chat function. After you have entered your data, you will be looked after by your colleagues.