CLAAS Collection online shop | FAQ

Order

Can I place an order without being registered?
- Yes, placing an order is also possible as a guest user.
Can I also order via mail or telephone?
- No, orders can only be placed via the online shop.
I have not received an order confirmation.
This could be for the following reasons:
- The e-mail has ended up in your spam folder.
  Please check your spam mails, which may be in a subfolder of your e-mail inbox. If this is the case, you can remove the spam mark from the invoice email to prevent this from happening in future.
- You have inadvertently entered a different e-mail address when placing your order.
  Please check your other personal e-mail inboxes.
- You may have made a typing error when entering your e-mail address. In this case, please contact our customer service team using the contact form.
- You still can't find your order confirmation?
  There might have been a technical issue in our system, please contact our customer service team using the contact form.
Can I change my order?
- No, you cannot change your order for technical reasons.

Can I cancel my order?
- No, you cannot cancel your order for technical reasons.
Why was my order cancelled?
- In rare cases, it can happen that an item is sold out due to a parallel purchase by another customer. If it was the last item, the system cancels the order automatically. If you have already paid, you will get your money back.
Can I also order products from a catalogue online?
- No, you can only choose and order your products from the online shop.
How do I find the right size?
We have two size charts supporting the choice of sizes for our articles:
- General size chart
- Size chart for shirts
Is there a minimum order value?
- No, we do not have a minimum order value.

What are the CLAAS Collection delivery countries and the shipping costs?

We deliver to the following 14 European countries:

Orders to other countries should be placed via your local dealer.

When can I expect my delivery?
- In the checkout process you can decide between the shipping companies DHL and UPS. You can also decide between standard or express delivery. After choosing your favourite delivery option, the delivery time will be displayed.
How can I track the delivery of my package?
- You will receive a shipping confirmation with a tracking link by mail as soon as the goods leave our warehouse. As registered customer you can have a look into “My Account” / “Orders”.
Can I use different addresses for delivery and invoice?
- In the checkout process step 1, you have the option of selecting the button “Use a different invoice address” to enter a different address.
Can I have my order delivered to a DHL Packstation in Germany?
- Yes, delivery to a DHL Packstation is possible in Germany. Please fill the fields for the delivery address as follows:
  - “First name” and “Last name”: Your name, your post number
  - “Street”: Packstation
  - “House no.”: Packstation No.
  - “Postal code”: Postal code of the Packstation
  - “City”: City of the Packstation
    
    Example
    Max Mustermann, 12345678
    Packstation 123
    33428 Harsewinkel
Can different orders be sent in one parcel?
- For technical reasons, you will receive one delivery per order.

What are the different payment methods?
- You can choose between following payment methods:
  - Credit card
  - PayPal

How can I return articles?
- You may return articles from your order within 14 days after delivery at no additional costs, if the return sticker we have provided is used for the return delivery.
  In order to create a return, use the following function: Create return
  Please fill in the fields with your order or invoice number and your surname. Please select the article and the quantity you would like to return.
  The return note and the return sticker will be sent by mail.
Can I exchange an article?
- We do not offer a direct exchange. Please place a new order instead. You will be reimbursed for the articles returned.
How do I receive reimbursement for my money?
- Once the goods have arrived at our warehouse, the refund will be made within 14 days to the payment method you selected when ordering.
Are the shipping costs reimbursed with the return?
- If you return all articles of your original order, the standard shipping costs will be refunded.

What happens if I have received a wrong or damaged article?
- If your article is damaged or wrong, please send us an e-mail. Please be so kind and state the order and article numbers and add a meaningful photo in which the defect is clearly visible. We will ensure that your complaint is processed quickly and smoothly.

How can I register for the CLAAS Collection online shop?
- You can either register within checkout process or you click on the “My account” symbol in the header of the online shop to create a customer account. If you register, you create a CLAAS ID account, that can also be used for other CLAAS applications.
What are the advantages for registered users?
- As a registered user you have the following advantages:
  - Administration of your personal data
  - Overview about your order history
  - Creation of return documents for your orders
  - Saving of your own wish list
What can I do if I forgot my password?
- Please use the “password forget” function on the login page.
How can I change my personal data (e-mail, address)?
- After login to your customer account, you can change the name and address. The e-mail address cannot be changed as this is used as your personal username. If you like to change it, please delete your customer account, and create a new one with your new e-mail address.

How can I subscribe the newsletter?
- Please fill in your e-mail address into the following form: Subscribe to Newsletter

How do I use discount codes?
- Discount codes can be entered within the shopping cart or during the checkout process in step 2.
Can I redeem a voucher / gift card?
- Unfortunately, you cannot buy or redeem vouchers / gift cards from us. Our shop in Harsewinkel offers gift cards. If you are interested in buying some, kindly get in touch with them
  (e-mail: technoparc.shopharsewinkel@claas.com; phone: +49 5247 12 2088).

What can I do in case of further questions?
- In case of further questions, we will be happy to help you via e-mail or telephone. You can also use our contact form.
  - E-mail: shop@claas.com
  - Hotline: +49 (0)5247-12 3200
  - Mon. - Thurs. 9.00 a.m. to 2.00 p.m. and Fri. 9.00 a.m. to 1.00 p.m.