Here you will find an overview of the most frequently asked questions (FAQs) to provide you with the best possible support. If you have further questions for which you cannot find an answer here, please do not hesitate to contact us by email or phone. We will be happy to assist you.

1. Registration

How can I register?

To register as an interested party, you will find the "Register" button on the homepage. Please fill out the form with your details. Once we receive your registration request, we will review your information and get in touch with you. You will receive two emails: a welcome email immediately after your registration and a second email after the on-site visit once your account is activated. Please note that the ordering portal is currently reserved only for business customers with a valid VAT ID.

If you have any questions prior to registration, please contact our Karlsberg-Direkt service team at 06841-1051717 (Monday to Friday, 9 am - 3 pm).

I am already an existing customer at Karlsberg-Direkt. How do I get an account for the ordering portal?

Please feel free to send us an email at service@karlsberg.de with your customer number and email address. We will then handle your activation and you will receive instructions.

How long does it take for my account to be activated?

Your activation will take place within 48 hours.

1. Customer Account & Management

I forgot my password, what can I do?

To reset your password, click the "Login" button on the homepage. Once clicked, a login window will appear where you can click on "Forgot password". Please enter the email address you use for the ordering portal, and you will receive an email with instructions to set a new password. Your new password will become active within 15 minutes.

You can also have your password reset by our Karlsberg-Direkt service team. Simply contact us by phone at 06841-1051717 (Monday to Friday, 9 am - 3 pm) or by email at service@karlsberg.de, and you will receive the instructions at your registered email address.

How can I update my customer details?

Please click on the profile icon in the upper area of the ordering platform. After you have saved your details, we will review them and update them accordingly. Please note that it can take up to 72 hours for the details to be changed.

How can I have my user account deleted?

Would you like to close or delete your account? Send us an email stating the reason to service@karlsberg.de with your customer number, and we will take care of the deletion promptly.

1. Order Request

Is there a minimum order value?

The minimum order value is €500.00 excl. VAT and deposit.

When can I place an order in the portal?

The ordering portal is available for you 24/7 to submit order requests. For telephone support, our service team is available from Monday to Friday between 9 am and 3 pm at 06841-1051717. Please note that we charge a processing fee of €9.90 excl. VAT for our service with the order request.

How can I order?

Select product

You are free to navigate and can either search specifically for a product or use the category selection. To do this, click on the desired category, which will then be further subdivided. Once you have found a product, it can immediately be added to the shopping cart using the cart icon. You can also click on the detailed view and add it to the cart from there. Once added to the shopping cart, items can subsequently be removed or quantities changed within the cart. To speed up your product selection, you can also create shopping lists or access your order history to add all products directly to the cart.

Shopping Cart / Proceed to Checkout

Once you are finished shopping, you can proceed to the checkout from the shopping cart. There you can view your cart including discounts and deposit items, and customize quantities individually or delete products from the cart.

Delivery Window

In the next step, you can select a delivery window from your standard delivery windows. There is also the option to select express or preferred dates, or you can simply come to us yourself and pick up your order requests. Delivery is made by default to the shipping address stored in your customer profile.

Payment

In the next step, you can view your payment method linked to your customer profile.

Completion / Purchase

You will receive an overview of your order requests: the selected products, the shipping and billing addresses, and your contact information. Verify that all details are correct and please read the General Terms and Conditions carefully. You can only proceed with the order request if you agree to the Terms and Conditions (check the box). By clicking the "Buy" button, you submit your order request to us. After the order request, you will receive an order summary by email at the email address stored in the system.

How can I view my order requests?

In your service area, you can see your order history as well as the assigned invoices and delivery notes available for download.

What are shopping lists for and how do they work?

In the shopping list, you can add items from your standard order request or for special occasions and add the entire shopping list to the cart with a single click to save time during the ordering process. This also applies to our carefully compiled seasonal and promotional suggestions, which you can transfer completely into the shopping cart.

Can I order beverages for events on a sale-or-return basis (commission)?

Please contact us by email or phone so that we can review your request.

Will I receive an order confirmation?

After completing your order in the ordering portal, you will receive an order confirmation by email.

I forgot to order something and would like to supplement my order, is that possible?

Please click on the profile icon in the upper area of the ordering platform. Then click on order history and select the last order. There, click on "Subsequent Order". This function is available for you if you wish to add something to your order before 1:00 pm prior to your delivery day.

I accidentally ordered something wrong. Can I still change my order?

Please contact our Karlsberg-Direkt service team by email at service@karlsberg.de or by phone at 06841-1051717 (Monday to Friday, 9 am - 3 pm) and we will check if the incorrect item can be canceled. Alternatively, you can also use the contact form in your profile area.

What do I do with empty crates/bottles (empties) from my previous order requests?

You are welcome to return your empties to our driver during the next delivery. You will receive the deposit amount back as a credit transferred to your account. We do not offer a standalone collection for empties. Please note that due to space constraints on the truck, we can only guarantee the acceptance of an amount of empties that corresponds to your current order volume.

1. Payment

Which payment methods are available?

You can pay for your order via direct debit or on invoice.

My invoice or credit note is incorrect, what can I do?

Please send us an email at service@karlsberg.de . We will review your request promptly.

1. Delivery

Is there a delivery fee?

Your order will be delivered free of charge within our delivery area. We currently levy a diesel surcharge of €5.50 per delivery.

Which delivery windows are available for delivery, or can I receive my delivery today?

Based on your customer data, you have fixed standard delivery windows from which you can independently choose during the ordering process. You can request deviating delivery dates in the remarks field when placing your order. We will review your request and inform you promptly whether we can guarantee the delivery. Last but not least, there is also the option for you to pick up your order directly from our warehouse (daily 9 am - 1 pm).

How does my delivery window shift during public holidays?

The public holidays of Saarland and Rhineland-Palatinate are already marked in your delivery calendar and are not available as delivery windows. Please use the next possible delivery date.

I will not be personally on-site on the delivery day or I have a note for the delivery, can I communicate this to the driver in advance?

Regarding temporary delivery specificities (e.g., construction site outside the door, drop-off authorization, etc.), please use the remarks field in the delivery date selection form. If there are permanent delivery specificities, please contact the service team by email ( service@karlsberg.de ) or by phone at 06841-1051717 (Mondays to Fridays from 9 am to 3 pm) and we will save these in your customer account.

I received something wrong or damaged, but only noticed it after the driver had already left. What do I do now?

Please contact our Karlsberg-Direkt service team at 06841-1051717 (Monday to Friday, 9 am - 3 pm) or use the contact form in the profile area so that we can investigate the incident. Please always check your order directly upon receipt for completeness and accuracy.

1. Customer Service

I do not have internet reception, but I need to submit an order, is that possible?

Please contact our Karlsberg-Direkt service team at 06841-1051717 (Monday to Friday, 9 am - 3 pm) and we will place the order on your behalf. You will receive an order confirmation by email as usual. Please note that we charge a processing fee of €9.90 excl. VAT for our service with the order.

I have further questions about the ordering portal, how can I contact the Karlsberg-Direkt service team?

If you have any further questions for which you cannot find an answer here, please do not hesitate to contact us by email ( service@karlsberg.de ) or by phone at 06841-1051717 (Mondays to Fridays from 9 am to 3 pm). We will be happy to assist you.

I receive a lot of emails from Karlsberg-Direkt, can I turn these off?

All emails you receive serve the purpose of completeness and the legal requirements of your placed order.

Can I receive my invoices sent by post?

In your profile area, you have access to view all your invoices. There you have the option to download the invoices and print them out independently. Additionally, you have the option to send the invoices directly to a desired email address via the profile area.