Questions and answers about the Einhell online shop

MyEinhell

What is MyEinhell?

MyEinhell - the user account for the ultimate shopping experience in the Einhell universe. MyEinhell has the advantage that you can log in to all Einhell online shops with the same username and password.

MyEinhell offers you the following possibilities:

  1. Update profile data
  2. Change password
  3. Carry out multiple authentication for your account
  4. View details of current sessions
  5. List of activated online shops where you have registered with MyEinhell

 

In every shop you have linked to your MyEinhell profile, you can of course also view your current orders and their respective status. You can also store different addresses there, which you can retrieve directly for new orders without having to enter them again each time. Additionally, your user profile allows you to register Einhell products for warranty and repair service.

How do I create a user account?

Click the 'Registration' button in the menu bar to go to MyEinhell. In the registration mask you can enter your personal data. Follow the instructions and finally click on the 'Register' button. We will then immediately send you a confirmation of your account opening by e-mail. Please open the email and activate your account by clicking on the activation link. After that, your MyEinhell profile is linked to the online shop.

Why can I not register?

Please check that you have filled in all fields marked with * and that your entries meet the requirements. Maybe you just made a typo?

Another reason may be that you have previously registered with this e-mail address. Please go to 'Login' and try to log in with this email address and your password.

How can I change my password?

You can change your password at any time in your user profile in the 'Change password' section. If you have forgotten your password, you can request a new password when you 'Login'. Just click on the button 'Forgot your password?' We will then send you a new password to the e-mail address you provided.

How can I delete my user profile?

You yourself have no possibility to irrevocably delete your user profile. We take on this task for you. Please send us an informal e-mail to [email protected] with subject 'Einhell Service - delete user profile'.

Order

Can I change my order after I have placed it?

For technical reasons, once your order has been placed, you cannot change it yourself. If necessary, we can handle this for you. To do so, send an email to [email protected] describing exactly what change should be made.

How do I find the item I am looking for?

The user-friendly search function helps quickly to find the item you are looking for. You can enter the article number or a portion of the product description. The item(s) is/are displayed on the results page. You can also select Garden, Tools or Accessories on the menu bar and navigate to the item you are looking for.

How do I place an order?

Once you have decided on the right item, simply click on the shopping cart icon. You can find this icon on every product detail page. After clicking on the icon your shopping cart will open with a notice that the desired item has been added. You now have the option to add more items or to proceed to checkout.

When all the items you want to order are in your shopping cart, complete your order by following the steps below:

  1. Open your shopping cart by clicking on the shopping cart icon in the menu bar. In this overview you can also remove individual items from your shopping cart or change the item quantity.
  2. Click on the button "Checkout".
  3. Enter your data (name, e-mail, billing/delivery address). When you enter your email, the system will check whether you already have an account, and if one is found, the login screen will be shown. Of course, you can also log into your user account beforehand via the "Login" button in the menu bar. If you do not wish your data to be stored, you can continue your order as a guest without logging in.
  4. Now select "Shipping costs" as the shipping method. Your shipping costs will be displayed.
  5. Select the desired payment method.
  6. Finally click on the button "Order with obligation to pay".

As soon as you have completed the purchase, you will receive an order confirmation by e-mail.

How can I check the status of an order?

Once we have handed the item(s) over to the parcel delivery company, we will send your tracking number to you by e-mail. You can easily look up the delivery status on the service provider’s homepage and find out where the shipment currently is.

How can I cancel an order?

For technical reasons, once you have placed an order you cannot cancel it on your own. If you want to cancel an order, we will do that for you. The best thing to do is send us an e-mail at [email protected] and tell us exactly which order you want to cancel. If possible, you can tell us also the reason for the cancellation.

How can I withdraw from the contract and cancel my purchase?

You have the right to withdraw from the contract within fourteen days without stating reasons. The period for making the withdrawal shall be fourteen days from the day on which you or a third party appointed by you who is not the transporter have taken possession of the last goods. All instructions on withdrawals can also be found in our general terms and conditions of business for consumers.

What should I do if a page does not open or a button does not work?

If you are unable to continue with the order process because a page does not load or you are not redirected after clicking a button, this could be due to the Internet browser you are using (e.g. Internet Explorer, Firefox). First please try refreshing the page or restarting your browser. If this does not work either, we recommend trying a different web browser. If the problem persists, please email us at [email protected] and describe at which point in the ordering process the problem occurs and which internet browser (preferably also the version) you are using. This will help us to investigate the problem in a more targeted manner.

Which battery and charger should I buy for my product?

This information can be found easily on the product detail page under "Item description".

Which lawn mower is right for my garden?

If you are not sure which lawn mower is right for your garden, we have a handy solution for you: with our lawn mower guide, you can find the right helper for your garden in just a few steps. Simply choose the size of your lawn, your preferred type of motor and which features you want from your lawn mower, and we will recommend the right machine for your needs.

Which water pump suits my requirements?

Using the wrong pump is a thing of the past; our pump guide will help you finally find the right one.
Whether you need a garden pump to water your plants or a domestic water supply system for
flushing toilets etc.: the Einhell Pump Guide will find the right pump to fit your requirements!

Products

Where can I find information about products that are no longer available in the online shop?

Do you need more information about an Einhell product you bought some time ago, but the product is no longer available in our online shop? No problem, because you can still find all the information about all your Einhell products on the Einhell Service website (einhell-service.com).

Who can I ask if I have questions about a product?

Frequently asked questions about our products can be found in the FAQ section on the respective product detail page. If you cannot find an answer to your question on our website, you can always contact our customer service team with your request. Our colleagues there will be happy to help you.

Why can't I find a product on einhell.de?

In rare cases, products may not appear on our website because they are not yet or no longer available for sale. However, in the latter case, these products can still be found on our Einhell Service website. For items that are not yet available for purchase, we do our best to include them on our website as soon as possible

Where can I find suitable spare parts for my product

The "Spare parts" section on the product detail page includes a link that will take you to the appropriate spare parts and accessories for your Einhell product.

How long will my tool run for with each battery?

The runtimes for your tool using different batteries can be found on the respective product detail pages.

Payment

Which payment methods are offered?

Credit cards

Paying by credit card is a simple, convenient way of making purchases on Einhell.de. We accept Visa and MasterCard.

Your card will be charged immediately after you have completed your purchase, the shipping will be done according to the shipping information on the item details page. If you return goods, the amount will be credited back to your credit card account.

Maximum protection guaranteed! Via SSL, your credit card data will be encrypted. This process provides a high level of security and ensures your purchase in the Einhell Service Webshop.

Additional security is provided by the 3D-Secure authentication method. Your transaction is protected against abuse by means of an additional security query (SMS TAN with MasterCard and password / PIN with Visa). You can find further information in our FAQ section.

PayPal

PayPal is an easy, fast and secure method of paying for your purchases without the need to enter your bank or credit card data. PayPal ensures maximum security because no bank or credit card information is passed on to third parties.

When you select this payment method, you are automatically redirected to PayPal immediately after you submit your order.

If you are already a PayPal customer, you can log in with your user name and make the payment. If you are new to PayPal, you can log in as a guest or open an account and then make your payment.

The payment is normally credited to our account within seconds, and we can then process and dispatch the item without delay if it is available from stock.

If you return an item, the amount is credited to your PayPal account.

You are not charged anything for using PayPal when you make purchases. There are no fees or other costs.

Apple Pay

Apple Pay is a payment method of the corporation Apple und is exclusivel available on your Apple devices, such as your Mac, iPhone oder iPad. In order to be able to pay online with Apple Pay, you require an Apple device, an Apple-ID and a credit card.

Once you have set up your payment data in the wallet app of your Apple device, you can use Apple Pay for your online purchases. The transaction can be authenticated via Touch- or Face-ID. 

As this payment method represents a credit card payment, your card will be charged immediately after you have completed your purchase, the shipping will be done according to the shipping information on the item details page. If you return goods, the amount will be credited back to your credit card account.

What is 3-D Secure?

3-D Secure is a security standard developed by Visa and MasterCard® for card payments on the Internet. For Visa this solution is called 'Verified by Visa', for MasterCard® 'MasterCard®SecureCode?'. 3-D Secure is currently offered with the highest security standard, the smsTAN procedure. Here you will receive a 6-digit TAN (transaction number) by SMS to a mobile phone number of your choice for each transaction or sales enquiry as well as for every situation in which you have to identify yourself. With this service your 'online shopping' is now even more secure. Whether via your home PC or other Internet access channels ? 3-D Secure with smsTAN protects your credit card payment on the Internet and prevents unauthorised persons from paying with your credit card data. Would you like to learn more about 3-D Secure? Please contact the financial institution of your credit card.

What happens if I do not want to use the 3-D Secure procedure of if I do not register for 3-D?

The use of the 3-D Secure procedure is always mandatory for credit card payments if the Internet retailer also offers the procedure. If you do not wish to use the 3-D Secure procedure, but the Internet retailer provides for this procedure, you will not be able to use your credit card to make purchases from this Internet retailer. For Internet retailers without 3-D Secure and all other retailers, your credit card can of course be used without restriction at any time.

How does the initial login / registration with Mastercard Secure Code™ work?

When registering for the 3-D Secure procedure with SMS-TAN, the following information is required:

  1. 16-digit card number
  2. Date of birth
  3. Mobile number
  4. Secure ID: the Secure ID is always identical to the billing account of the credit card and is mainly used for the straightforward and error-free registration of additional cardholders who may not know the billing account. The Secure ID is included in the accompanying letter when new, replacement and renewal cards are sent.

Registration involves two steps: 1. General registration and entering your data; 2. After receiving the activation code, which your bank will send you in the post, you can complete your registration and activate the 3-D Secure service for your credit card.

What should I do if I have received an error message with my credit card payment?

There are a few points to bear in mind when paying by credit card: The card number must not contain spaces, dots or special characters. In addition, the card type (e.g. Visa or MasterCard), the exact expiry date and the verification number must be indicated. If the payment does not work despite correctly entered data, there may be problems with your internet browser (e.g. Internet Explorer). In this case, you can try restarting the Internet browser. If the problem persists, we recommend that you contact your bank, as only your bank can tell you the reason for the problem.

How / where can I view my invoice?

We will send your invoice/proof of purchase as soon as you have completed your order via the email address you provided at the time of purchase. Unfortunately, the MyEinhell account section does not currently offer the option to download your invoice again separately.

Shipping & Returns

What are the shipping costs?

Orders with a value of less than € 70 will incur a shipping fee of € 4.90. All orders over € 70 will be delivered to the address you specify free of charge.

How does factory pickup work?

If you do not have a shipping address within the delivery area in Germany, you can also order your Einhell products online and collect them from our factory in Landau an der Isar. You will pay for the products when you pick them up.
Here’s how it works:

Und so geht's:

  1. Search for your desired items and add them to your shopping cart. Then click on the "Proceed to Checkout" button.
  2. After entering your personal details, select the shipping method "Collect from factory outlet" then follow the subsequent instructions.
  3. Finally, click on the "Order with obligation to pay" button. As soon as you have completed your purchase, we will send you an order confirmation by email.
  4. Your order will usually be ready for collection from the Einhell factory outlet in Landau an der Isar within 1-3 working days. We will send you a separate pick-up notification by email. You will then have 10 days to collect your order.
  5. When you come to pick up your order, you will need to bring your order confirmation or pick-up confirmation in either printed or electronic form, along with your ID card, passport, or driver's license.
  6. Then pay for your order conveniently in person in the Einhell factory outlet using cash or a credit or debit card

You can find our store at the following address:

Werksverkauf
Einhell Germany AG
Wiesenweg 22
D-94405 Landau/Isar, Deutschland
Telephone: +49 9951 959 3155
E-Mail: [email protected]

You can find a map and our opening hours hier.

Can I have my order sent to a parcel locker?

We would like to point out that our online shop currently does not offer delivery to parcel shops or lockers. Please keep this in mind when entering your delivery address. This is the only way to ensure your order can be processed without errors.

How can I return my order?

If you are not satisfied with the product you have purchased or there is a problem that makes you want to return the item, you can use the convenient enclosed return label. Please also fill out the enclosed return slip. The return shipping is of course free of charge for you.

If your order was delivered by a logistics company, your package will not include a return label. Since returning an item which was delivered by a logistics company requires a pick-up to be arranged with the logistics company, please follow the process for withdrawals and inform us of your decision to withdraw from this contract by means of a clear declaration (e.g. a postal letter or email to Einhell Germany AG, Wiesenweg 22, 94405 Landau/Isar, Telephone: +49 9951 942 410 851, email: [email protected]). You can also use our ready-made withdrawal form template, although this is not obligatory. To comply with the deadline for withdrawal, it is sufficient for you to send the notification that you are exercising your right of withdrawal before the end of the withdrawal period. This type of return is also free of charge for you.

How much does a return cost?

If you use the return label we provide for your return, you will not be charged any return shipping fees.

How long will it take to receive my refund?

If you withdraw from this contract, we will refund all payments we have received from you, including delivery costs (with the exception of any additional costs resulting from choosing a different type of delivery than the cheapest standard delivery we offer), without delay and within fourteen days at the latest from the day on which we receive notification of your withdrawal from this contract. Unless expressly agreed otherwise with you, we will make the refund to the same payment method that you used for the original transaction; under no circumstances will you be charged fees for this refund. We may withhold the refund until we have received the goods back or you provide proof that you have returned the goods, whichever is the earliest.

Is it possible to deliver to an address outside Germany?

Our online shop currently only ships products to Germany.

How long will it take to deliver my product?

The delivery time within Germany depends on the carrier and is usually about 3-10 working days. You can also find more information in our Shipping section.

How can I check the status of an order?

Once we have handed the item(s) over to the parcel delivery company, we will send your tracking number to you by e-mail. You can easily look up the delivery status on the service provider’s homepage and find out where the shipment currently is. If you have a customer account you have the possibility to view the details of your order in your customer account under "Order History". Unfortunately, this is not possible for guest orders.

Is the battery shipped with the product?

Some tools are offered in our online shop as "Solo" versions, which means that they do not include a battery. This is indicated in the product images and the item descriptions on the product detail pages.

Warranty

How long is the warranty on my Einhell products?

The statutory warranty is 2 years. By additionally registering your products (including Power X-Change batteries) on our website within 30 days of purchase, you can extend the warranty for another year. The warranty for your Einhell PurePOWER Brushless Motor will even be extended to a total of 10 years.*

*This warranty only covers defects in the motor that are due to material or manufacturing flaws.

Withdrawal

How can I withdraw from the contract and cancel my purchase?

You have the right to withdraw from the contract within fourteen days without stating reasons. The period for making the withdrawal shall be fourteen days from the day on which you or a third party appointed by you who is not the transporter have taken possession of the last goods. All instructions on withdrawals can also be found in our general terms and conditions of business for consumers and in the section Returns & Withdrawal.

Newsletter

How can I subscribe to the Einhell newsletter?

To register for the Einhell newsletter, click on the link (Sign up now) and enter your email address along with your first and last names. After agreeing to the privacy notice, simply click on the "Submit" button. You will then receive an email with a link to confirm your registration. Once you have completed this confirmation, we will send you our newsletter each month.

If you decide for any reason that you want to unsubscribe from the Einhell newsletter, you can simply click on the link at the bottom of the newsletter or contact our customer service team.

Data protection / security

Is my personal information secure?

It is especially important to us that you can shop with us safely. That is why we guarantee that all transactions in our online shop are protected with SSL (Secure Socket Layer) encryption technology. This technology is used to send the order information in encrypted form to prevent it being decoded by unauthorised parties. All common browsers (e.g. Internet Explorer, Firefox, Safari, Google Chrome) support SSL.

 

With our payment service providers "Mollie" and "PayPal", we provide the maximum possible security for all common payment options.

For more information, please see our Data Privacy Policy.