I have questions about a product. Who can answer these questions?
We will be glad to answer your questions by email. Please write us at [email protected]
How can I reach the Modulor Customer Service Team?
You can reach us at [email protected] from Monday to Friday between 9am and 4pm.
How can I place my order, apart from the Online-Shop?
We will be glad to take your order via email.
mail: [email protected]
I forgot my password. What can I do?
You can reset your password by following the link below.
How can I find out if an article is available?
The availability of a product can be seen in the information given at each article in the shop. You can also sign up to our email notification service accessible directly from the product page.
What are your shipping rates?
Orders amounting to 79€ or more are free of transportation charges within Germany.
How long does delivery take?
You can find information about the delivery times for each item on its product page. In principle, shipping takes place from Monday to Friday. You can find more information about shipping here:
How does the forwarding delivery work?
After your order of large or bulky goods, our carrier will contact you to arrange an individual delivery date with you. Your order will be delivered to the curb. We use packing materials and pallets to ensure that the goods are delivered intact. These materials remain with you and cannot be taken back by our forwarders. Thank you for your understanding.
How does the courier delivery work?
We offer courier deliveries in Berlin. During the order process you have the possibility to choose a desired date for your delivery. If you cannot decide on a delivery date at this point, our courier will contact you to arrange a delivery date with you. Our courier will deliver your goods to your door. In case of very large deliveries, it may happen that he needs your help to carry the goods upstairs. We thank you in advance for your support! We use packing materials to ensure that large or heavy goods are delivered intact. These materials remain with you and cannot be returned by our courier service provider.
How do I find out my tracking number or the status of my order?
As soon as your order leaves our shipping department you will receive an E-mail. Our logistics partners will send you a separate email that contains your tracking number.
Our forwarding company will call you to arrange a time frame for the delivery.
With which shipping service provider will my delivery be sent?
We ship your order with our logistics partners GLS or FedEx in standard shipping and in Berlin also by courier. Particularly large or heavy items are marked in the store as shipping items and will be delivered to you by truck. If you wish, we can also deliver your order to the Berlin store for on-site pickup.
My shipping address has changed after I placed the order. What can I do?
If you have ordered by prepayment or on Modulor invoice, you can change your delivery address after the order. Please contact our customer service. If you have paid by Paypal or Klarna, a change of the delivery address after your order is unfortunately no longer possible.
Which payment methods does Modulor offer?
Secure payment made easy: Select one of the following options during checkout and pay with the method of your choice:
Prepayment
PayPal
Klarna (Klarna invoice, direct debit, credit card, instant bank transfer and payment by installments)
My preferred payment method is not available. Why?
If your preferred payment method is not available, one or more of the following might apply:
1. As is customary in online shops, with purchases on account we will verify your information using an independent credit rating service. The result of this verification may have an influence on the payment methods available to you. We ask for your understanding for this security measure.
2. Your shopping cart may exceed the maximum value for your preferred payment method.
3. Prepayment is only available for standard and freight forwarding delivery.
Please note that we can not give you detailed information respective the refusal.
How does PayPal Express work?
After you have added your items to the shopping cart and proceeded to checkout, you have the option of paying via PayPal Express. Click on the PayPal Express button to go to the PayPal payment page. Once you have logged in to your PayPal account, the payment process will continue as normal with the selection of your address. Upon completion, you will be directed back to the Modulor page to finalize your order.
Do I need a Klarna account to buy on account with Klarna?
No, your own Klarna account is not a requirement.
I have a question regarding my purchase using “buy on account” with Klarna. To whom should I direct my question?
Even when buying on account with Klarna, Modulor is still the responsible party for answering general questions about products, delivery times, returns and the right of return.
Questions regarding outstanding charges or credits can be addressed directly to Klarna customer service, e.g. by telephone at +49 (0)221 669 501 10.
Buying on account with Klarna: What should I do if I mistakenly sent my payment to a Modulor account?
If you mistakenly sent your payment to one of our bank accounts after buying on account with Klarna, the payment will immediately be transferred back to you.
We request you to immediately send the payment on to the correct Klarna account that was communicated to you in your invoice.
Please understand that Modulor can not give further informations about the payment via PayPal. If need be, please contact Klarna customer service at +49 (02)21 669 501 10 so as to stop any dunning process that might have been initiated.
How does Klarna work?
Learn everything about the ordering process and payment via Klarna - including invoice, direct debit, credit card, instant bank transfer and installment purchase.
I am a business customer. Can I purchase with Klarna?
Yes, shopping with Klarna is possible for both private and business customers. You will receive your Klarna invoice with payment instructions via email directly from Klarna as soon as your order has been shipped. Please note that Klarna and not Modulor is the sender of this email.
Bulk order: What quantity qualifies for a discount price?
In general we cannot name a specific amount. Our item and package prices are calculated on a single item basis. Please contact us if you are interested in larger amounts and we will certainly accommodate you.
I have received a voucher or promotional code. How can I redeem it?
Vouchers and promotional codes can be easily redeemed at the Order Review page at the end of the ordering process. Enter your voucher code and click “Redeem” to activate your voucher. The value of a voucher is always given as a gross figure.
I am a commercial customer. Will my order be exempted from VAT?
Foreign customers within the EU are not charged VAT if they provide a valid VAT registration number for the shipping address during checkout. Please note that orders to German locations always include VAT regardless of the invoice country. Orders for addresses outside of the EU never include VAT. You can always edit your VAT registration number in your account.
How much time do I have to return my order?
Our wish is to always deliver the product best suited to your ideas. This notwithstanding, you still want to return an item? No problem: You can revoke your order or part of an order within 14 days after receipt of the goods. It goes without saying that this will involve no complications. We are aware that 14 days can go by in a hurry; and therefore are willing to extend that period to 30 days in cases where the goods are complete, still in their original package and have remained undamaged.
How do I make a return?
Our goal is to always provide products that best match your needs. Still need to return an item you ordered? No sweat: We offer you a 30 days return policy on all unused articles.
Does Modulor pay the costs of the return?
Within Germany the return is free of charge within standard shipping. For all other returns the customer bears the costs.
My parcel was damaged when delivered. What should I do?
If you notice the damage directly upon receiving your parcel you should only accept it “with reservations”. If parts of the contents are also damaged you should contact us immediately at +49 (0) 30 690 360 or via email to [email protected] We will then gladly find an easy and satisfactory solution for the problem.
To whom does the right of return apply?
The right of return applies to all customers. This excludes retailers and suppliers.
What kind of goods is excluded from return?
The following goods are excluded from the right of return: cuttings, segments of rolled goods, and otherwise customized products as well as gift cards/vouchers.
Our partner for CO2 neutral standard and express shipping in Germany is GLS. Since 2019, the GLS Climate Protect program ensures the reduction, avoidance and compensation of CO2 emissions and thus guarantees CO2-neutral parcel shipping.
Shipping takes place from Monday to Friday.
| Order value | Shipping costs* |
| 79,00 € (gross) or more | Free shipping |
| Below 79,00 € (gross) | 5,95 € |
We will process your order on the same day if you complete your order before 12pm and if your item list does not exceed 10 articles.
The express surcharge for such orders is:
Forwarding agency articles can be recognized because they are marked with this symbol 
in the web shop.
Shipping takes place from Monday to Friday.
Shipping costs* for shipping items: 49,95 €
The carrier of your goods will contact you by email or SMS so that you choose a delivery window that fits well. If you do not respond to the email/SMS within 24 hours, our carrier will contact you by phone to arrange a delivery date with you.
Your order will be delivered curbside. So that the goods stay intact during delivery, we use packaging materials and pallets. These materials remain with you, and cannot be taken back by our carriers.
Please note: Custom cut articles can be any width and length you choose but may become forwarding agency articles if at least one of the following criteria is met:
Custom cut articles are marked with a circular saw symbol. In addition, you can have cuttings made in our configurators.
* Prices valid for the German mainland. Shipping to islands and the like with the following postal codes requires a surcharge of 13.95 €: 18565, 25845, 25849, 25859, 25863, 25869, 25938, 25946, 25980, 25992, 25996, 25999, 26465, 26474, 26486, 26548, 26571, 26579, 26757, 27498, 27499, 83209, 83256. Orders to be shipped per forwarding agency to such addresses are always handled on the basis of a quoted price. If applicable, we will inform you in a separate email of the forwarding costs quoted to us by the forwarding agency.
** This only applies to orders that are shipped to addresses situated on the German mainland. For express delivery to special delivery areas (e.g. islands) please call: +49 30 690360.
Prepayment
If you would like to pay in advance you will receive an email after your order has been completed with our bank account information. Your order will be immediately shipped upon receipt of payment. Please note that, depending on the bank, it can take from 2 to 4 workddays until payment is received.
PayPal
Secure and easy payment via PayPal. You will be directed to the PayPal website at the end of the checkout to complete your order.
Invoice via Klarna
Pay your order comfortably by Klarna invoice after receiving your goods. You will always receive the invoice together with your delivery. Afterwards you have 30 days or even longer to pay Klarna. There are no costs for this service. If you order on account via Klarna, you do not need a Klarna account.
- Choose "invoice" as payment method at the checkout. There you decide whether you want to pay in 14 days or at a later date
- After the purchase you will receive your invoice. You can pay it comfortably in the Klarna App or online. You can also pause a payment temporarily if there is a problem
Even if you buy on account via Klarna, Modulor remains your contact for general questions about goods, delivery time, returns and the right of return.
For questions about open items you can contact Klarna customer service directly.
Credit card
Credit card payments are fast, easy and secure. We accept VISA, MasterCard and American Express. Credit Card Payment is a Klarna service. We do not store any credit card data on our servers. No Klarna account required.
Direct debit
We offer convenient payment via direct debit as a Klarna service. No Klarna account required.
Instant bank transfer
We offer you the payment by instant bank transfer via Klarna. You do not need a Klarna account, only your online banking data.
Payment by instalments
Pay in installments without any complications. We offer this service via Klarna and from a shopping cart height of 6,95 €. You can divide your costs into fixed or flexible installments up to 24 months. You don't need a Klarna account to pay in installments. If the amount of your shopping cart is more than 200 € for the first time, the agreement for an installment purchase is only valid after signing the installment purchase contract. Klarna will send you this contract.
The right of return invariably applies to every customer. Exceptions include resellers and customers with special conditions. For details see our “Terms and Conditions”
The following goods cannot be returned: Custom cut articles, goods cut from rolls as well as articles that were specifically customized for you, newspapers, magazines and gift cards/vouchers. Good to know: The quickly available variants in our configurators are not blanks, but returnable standard formats.
The 30-day return provision does not impact the statutory right of return. Information about the right of return
Download the return form and print it. Enter the details of your return items in the fields provided and confirm everything with your signature.
Pack all articles to be returned and enclose the filled-out Return Form. Get the package sticker for your free return from our customer service team by email: [email protected]. Please provide our customer service with your name, e-mail address, address and order number when submitting your request.
For all other types of returns, the customer pays for the costs.
We will refund the purchase price of the returned item within 14 days to the payment method account you selected when ordering.
Unless otherwise noted, all measurements are given in millimeters (mm). Measurements and tolerances are subject to ± 3% variances. The measurements for the following products are given accordingly:
|
sheets and films |
th x w x l |
|
round tubes |
outer Ø x Wth or outer Ø x inner Ø |
|
rectangular tube |
h x w x Wth |
|
rectangular rods |
h x w |
|
Profile strips |
h x w x Wth |
Besides the standard the following special abbreviations are used in the Modulor webshop:
| w |
width |
|
h |
height |
|
l |
length |
|
run. m |
running meter |
|
mw |
mesh width |
|
Ø |
diameter |
|
Ro. |
roll |
|
th |
thickness |
|
Tc |
textural configuration |
|
s |
spacing |
|
Wth |
wall thickness |
|
SG |
short grain |
|
LG |
long grain |