Frequently Asked Questions

Below you will find answers to the questions we get asked most about our company services.

Do your products come with installation instructions or assembly manuals?

Most of our parts include installation instructions, however not all are automatically packaged with them. If you require instructions, please ask us before ordering, or “Add Order Notes” in your Shopping Cart before proceeding to Checkout (this is at the bottom of your Shopping Cart Page).

Do I need to open an account to place an order online?

Our direct-to-customer online shop does not require you to open an account to place an order.  

If you would like to access our complete product catalogue for wholesale, you will need to register for a business webshop account here.

What are the benefits of registering with a business webshop account?

Registering for our webshop provides you access to our complete product catalogue of over €2 million worth of OEM spare parts, housed in our Steinsel warehouse with nearly 5000m2 in storage. With a webshop account, you will receive one-on-one customer service with our Product Specialists, gain advance access to special offers and promos, and be able to simplify your ordering process with your purchase history on profile.

What is your warranty on products and parts?

Klauner offers a 2-year warranty on all new parts. Warranties must be registered and signed in a written document with Klauner. For new equipment guarantees, the guarantee provided by Klauner merges with the official guarantee recognized by the producing factory. For more details, please contact our Customer Service at customerservices@klauner.lu or call us at +352 33 31 32.

Do you ship internationally to countries outside of Luxembourg?

Currently we do not offer international shipping; however we are working on developing this over the upcoming months. Come back and visit our website, or sign up for our mailing list for updates.

How much does shipping cost?

Shipping is free for all orders that are over €100 (excl. VAT) and delivered to the Greater Region of Luxembourg. For all orders under €100 shipping is €10. More details on delivery here.

How long does shipping take?

Klauner delivers to the Greater Region of Luxembourg 12 times a day, with all shipments coming from our headquarters in Steinsel, 24 Rue J.K. Kennedy, Luxembourg.

For online orders, please allow up to 48 hours for your order to be processed and delivered. You may reference your email invoice that was automatically sent to you after your online checkout.

For webshop and wholesale orders, once your order is placed or your repair is ready, our team will notify you of delivery or fulfillment times via email. Customers are required within 8 weeks to accept the order by paying the balance and corresponding invoice.

Currently we do not offer international shipping.

Do I need to sign for my order?

Yes, our carriers will require a signature when they deliver your order.

Which payment methods does Klauner accept?

Klauner accepts all major credit and debit cards including Mastercard, Visa, Apple Pay, and Paypal for online, phone and in-store orders. More details on payment and financing plans here.

I forgot my webshop login and password. What should I do?

Go to the Sign In page and click on “Forgot Your Password” and follow the step-by-step instructions. We will e-mail you a link to rest your password.

Who do I contact for Klauner marketing opportunities, partnerships, sponsorships, product placement and logo requests?

For marketing and partnership opportunities, please contact marketing@klauner.lu 

What do I do if I wish to raise a complaint?

Whilst the Klauner team strives to provide the best possible goods and services to our customers, should you feel unsatisfied at any point, then please contact our customer services team in the first instance on: customerservices@klauner.lu or call us at +352 33 31 32.