Advice & Information
Where can I get advice?
Our sales team will be happy to advise you on our products or answer other questions. You can contact us via our contact form. In addition, our telephone hotline 020 376 988 02 is available from Mon - Fri 09:30 - 16:30.
What should I do if I’m experiencing issues while paying by credit or debit card?
New PSD2 states that in future you will be asked to confirm your identity in a separate step when making online payments. This additional authentication proves that you are actually using your card (and not someone pretending to be you). Contact your bank and ask about the authentication methods they offer. This can be a code sent via SMS or email or a fingerprint in your banking app. Once the process is in place, your card payments will be even more secure.
Can private customers also order?
Of course, private customers can also order from us. Our forms for order process are adapted for both commercial and private customers. In addition, we have expanded our range of products that our private customers can also find a suitable product. If you are unsure as to whether the item is the right one, do not hesitate to contact us by calling 020 376 988 02 or using our contact form. We are available Mon - Fri 09:30 - 16:30.
Can I cancel or change my order?
Yes, you can cancel or change your order as long as the goods have not been shipped. For this, please contact our sales department via either the contact form or by telephone.
If I do not receive an email confirmation of my order, was my order still received?
If you have not received any confirmation, please contact our sales department. Our employees will check the status of your order.
Which payment methods are accepted at expondo?
The detailed explanation of the payment methods can be found here.
I have ordered in advance, where can I find your banking details?
You will find our account details in the e-mail order confirmation on the pro forma invoice.
Why did my credit card payment fail, even though I entered all the data? What can I do?
Please check whether the data you enter matches the data on your credit card, including whether you have selected the correct credit card organization (Visa or MasterCard). If you continue to have problems with your credit card payment, please do not hesitate to contact us either by phone or e-mail.
Are the prices shown in the shop correspond to the actual invoice amount?
The shop prices include VAT, duties as well as shipping costs to Germany. Additional shipping charges may apply for deliveries to other European countries.
Can I pay without VAT and how?
We can create net invoices for purchases outside of Germany by creating the purchase order manually. For this you must send us your invoice data by e-mail. We will check the validity of the data by VIES (European Commission) and send you a pro forma invoice without VAT via your e-mail address.
Shipping & Delivery
To which countries does expondo deliver?
We deliver to Belgium, Denmark, Germany, Estonia, Finland, France, Greece, UK, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Sweden, Slovakia, Spain, the Czech Republic, Hungary, the Republic of Cyprus and Switzerland.
When can I expect my goods, if I was to order today?
Standard delivery within UK takes 1-3 working days, whereas a forwarding delivery can take up to 3-5 working days. Foreign deliveries can take a little longer. An overview of additional delivery times abroad can be found here. Please note that items will be shipped immediately upon receiving payment.
How much does the shipping cost?
Deliveries within Germany are free of shipping costs. The shipping costs to the other countries vary depending on country and product. A list of the shipping costs can be found directly under the price for each product.
Is there an express delivery service?
We are unable to provide an express delivery/shipping. The delivery times can be found for each individual item in the online shop.
Can I have my goods delivered to a postbox or packet station?
No, unfortunately delivery to a parcel locker (Packstation) or post office box is not possible.
A few days ago I received the shipping confirmation from you, but the shipment has not yet arrived. What can I do to check the current status of the delivery?
You will receive the purchase number of your order by e-mail. You can use this shipment number to contact the shipping service provider for further information about your shipment. If this is not helpful, you may contact us.
Can I pick up the goods myself?
No, unfortunately that is not possible. We are solely an online mail order company and therefore do not have showrooms, physical shops or collection locations.
Is there any delay in the delivery of my purchase connected with COVID-19?
As the situation in Europe stabilises, delivery delays are being minimised. We are shipping as usual and expect no or only minor delays. Stay healthy!
Returns & Complaints
How does the 30-days return service work?
In order to enable you to meticulously check your purchase, we offer a 30-day return right for the following brands: Goldbrunn, MSW Motor Technics, Physa, Royal Catering, StaMony, Stamos Soldering, Stamos Welding, Steinberg Systems, Ulsonix and Welbach. However, the items you wish to return must be unused, undamaged and in their original packaging. We will reimburse you the entire purchase price as soon as the items have entered our warehouse and have been checked. For further information and the address for the return, please click here.
I would like to send back the goods within the revocation period. How should I proceed?
As a customer, you have the right to return the goods within 14 days of receiving the item. In case of a return, please do not hesitate to contact us using the contact form. Our service team will organize the free return shipping and refund you the purchase price once the goods have been returned.
What should I do in case of a complaint?
If you are not satisfied with your purchase, please send us a service request with detailed information via the contact form. We will investigate your case and contact you as soon as possible. Information in regards to liability for defects can be found in our general terms and conditions.
In addition to your legal defect-related rights, we also provide a three-year warranty for new products from the brands Goldbrunn, MSW Motor Technics, Physa, Royal Catering, StaMony, Stamos Soldering, Stamos Welding, Steinberg Systems, Ulsonix and Welbach. You will find detailed warranty conditions here.
Are there services nearby?
In order to offer you the best possible service, we have concentrated all our technical support and knowledge in one location. If you need advice or repairs, please contact us via the contact form and we will organise everything for you!
Where are your products manufactured?
Our products go through production steps in several countries. They are designed in Germany, and production takes place in select factories in China, with final suitability tests. Thanks to our continuous quality control during the production processes and before shipment, we are able to offer you high quality products at a fair price.
How are the products packaged and shipped?
Our goods are ready for dispatch in our warehouse. Depending on the weight and size, the packaging and shipping routes may vary. Our sales team can tell you individually how each product is packaged and shipped.
Can I look at the goods somewhere?
In order to offer you the best possible price, we decided against large sales and exhibition areas. As a consumer, you have the possibility to return the goods to us within 14 days. Convince yourself of the quality of our products. As long as the items has not been used, you are liable for a full refund. We find that this is even better for you than an exhibition space.
Do you sell other equipment other than those products shown in the online shop?
You can find our complete assortment at any time within the online shop. We continually supplement our portfolio with additional products and categories. Please feel free to check it out for daily updates. In the category "News" we regularly present all our new products. If you feel that we are missing something, please feel free to write us your suggestions or ideas via our contact form. We would be more than happy to forward your ideas and wishes to our product managers for the possibility of future development.
Do I have to have a customer account to order from expondo?
Decide for yourself what you prefer. You can order as a guest without saving any data. To do this, simply select "order as guest" in the order process. You also have the choice of ordering by telephone or by e-mail, which must include the details of the item number, quantity, delivery / invoice address.
What are the benefits of having a customer account with expondo?
A customer account with us brings many convenient advantages:
- A fast ordering process, as you do not need to re-enter all of your information with every order.
- You can easily change your customer data such as user name, e-mail address, password, and invoice and delivery address.
- You can easily access information regarding your past and present orders.
- After you leave our site, the items on your wishlist will be saved for future visits.
I forgot my password. How do I get a new one?
If you have forgotten your password, please use the "forgot password" function. A message will be sent to the email address you provided when you first registered, containing a link to set a new password. This link is only valid for the next 2 hours. After that, the password reset must be requested again.
Can I delete my account?
You can delete your customer account at any time via our contact form.
What happens to my data once I place an order?
We store and use the data you provide for the purpose of processing the order. Once the order has been processed in full or your customer account has been deleted, your data will be blocked with regard to tax and commercial law retention periods and deleted once these periods have expired, unless you have expressly consented to further use of your data or we have reserved the right to use your data for other purposes permitted by law, which we will inform you about below.
Is the security of my data at expondo ensured?
Will my data be passed on to third parties?
If you use our shop, you can rest assured that your data will be treated confidentially. It will be passed on to our partners exclusively for order processing, payment and delivery. It is not used for advertising purposes.
Do I have the right to oppose the use of my data?
You have a right to free information about your stored data and, if applicable, a right to correction, blocking or deletion of this data. If you have any further questions regarding the collection, processing or use of your personal data, please contact us using our contact form. The same applies to information, blocking, deletion and correction requests regarding your personal data as well as to revocations of consent.
Where can I register for the newsletter?
At the bottom of each page you will find a "Subscribe to Newsletter" field. You will also find the option to log in to your customer account for the newsletter.
Can I unsubscribe from the newsletter?
You can unsubscribe at any time by simply clicking on the link provided within the newsletter or by sending us a corresponding message. After having logged out, your e-mail address will be deleted immediately from our newsletter distribution list.