FREQUENTLY ASKED QUESTIONS

OPTIMALLY INFORMED


Frequently asked questions | WHOffice


CORRECTLY INFORMED


Product and service information


PRODUCT INFORMATION



The right contact for your request


THE RIGHT CONTACT

Who is Winterholt & Hering, where is the company located?

Winterholt & Hering GmbH has been established on the market since 1996 as a European full-range supplier of original printer and copier consumables. As a specialist distributor for inks and toners, we have excellent relationships with all European players in this field and can rely on solid procurement channels.

Winterholt & Hering GmbH is located in Quickborn, near the metropolis of Hamburg For further details please read the company profile of Winterholt & Hering GmbH.


Which ink and toner products does Winterholt & Hering GmbH sell?

Our product portfolio includes approx. 6,500 consumables from renowned manufacturers. You will find inks and toner cartridges, developers and drums, all-in-one laser cartridges, fuser or drum units and many other printer accessories.

We do not sell compatible, refillable or reconditioned, only original OEM products.


Who does Winterholt & Hering supply, who does it not supply?

We address our offers exclusively to B2B customers such as wholesalers, resellers, distributors, specialist dealers and e-tailers.

We do not serve commercial or private end users.


I am a new customer and want to buy consumables, how do I log in?

Every new customer has to register online in advance before he can enjoy the full scope of our offer. The login data will be transmitted by our sales department after successful processing of your application.

You can register here as a new customer.


I am already a customer and I have forgotten my password, what should I do?

On the left side of the start page click on the link "Forgot my password" and follow the instructions described there.


I am already a customer and I want to change my password, what should I do?

After you have logged in, click on the "Change password" link on the left-hand side of the start page and follow the procedure described.


How can I request prices and availability for ink or toner cartridges?

We are happy to receive your inquiries by phone, fax or e-mail. Your personal advisor is at your disposal. An online inquiry via the webshop is currently not possible.


How can I order ink or toner cartridges?

You can order ink and toner online, via the webshop. Our powerful solution offers you 24/7 a complete overview of availability and individualized pricing. The direct connection to our merchandise management system guarantees you a smooth processing of your order.

You can of course pass on your orders by contacting us directly by e-mail, by fax and of course by telephone.

Whether you order online or offline, we recommend that you enter your own transaction number to provide a better overview. Your personal contact person takes over the task and ensures a fast processing.


What is the minimum order value?

For deliveries within Germany the minimum order value is 500,00€. Below this minimum shipping value we charge a handling fee of at least 5.99€.

For intra-Community orders or third country orders, other country-specific minimum order values and, if applicable, additional costs apply. Please ask your personal contact person in our company for these.


How fast is the delivery?

For orders placed before 14:30, delivery is usually on the same day. If your order does not include products in stock, we will collect until the goods are complete.

Pakete werden entweder von UPS, TNT, DHL oder von GLS geliefert. Our competent logistics department will find the right service provider for you. The delivery time is usually 24 hours within Germany.

If the volume of your order is high, we deliver on standard pallets. To ensure optimal processing, your order should reach us by 10:30 am at the latest. Our logistics partner Dachser usually delivers within 48 hours. Should a delivery notification be necessary, the delivery time will be delayed by 24 hours.

Outside Germany, other delivery times and, if applicable, shipping days apply, which you are welcome to ask your personal contact.


The delivery is made to a different delivery address, what do I have to consider? 

It is imperative that you point out this different delivery address during the ordering process, regardless of whether you order online or offline.

A subsequent change of the delivery address, i.e. after completion of your order, may no longer be feasible or may only involve additional costs for you. Usually our experienced staff will remember your standard delivery address and consult with you as required.


Is a neutral direct delivery to my customers possible?

Within Germany, direct delivery, also called drop shipment, is possible. Winterholt & Hering GmbH acts as a fulfillment shipper in the background. Our experienced supervisors will be happy to advise you.

This service is charged at a minimum of 5€ per shipment. Intra-community deliveries are subject to certain tax regulations, which must be coordinated with your personal contact person. A special lump sum is usually due. Special agreements may become necessary under certain circumstances.

  Direct delivery to a third country is not possible.


How quickly are items not in stock delivered?

We make every effort to guarantee our delivery reliability at the highest level through product management and our own warehousing. The available quantities can be viewed online and are updated very regularly.

Nevertheless, due to high demand, some items may become partially or no longer in stock.  We try to make the replacement of the item possible within a maximum of 5 working days. During this time, we will manage your orders and backorders and deliver to you as soon as the item arrives again.


What costs will I incur?

Winterholt & Hering GmbH does not charge its customers an order-related processing or expense allowance for orders that exceed the minimum order value. Standard commercial packaging of the delivered goods is included in the prices.

In individual cases there are fees for cash on delivery shipments or for neutral direct deliveries.


How do I get my prices for inks, toners and drums?

Our staff will be happy to provide you with your individualised prices by telephone, fax or e-mail as soon as you make an enquiry.

You can view your prices 24/7 online on our webshop; to do so, you must first log in with your personal access data. 

For the automatic implementation of our price list in your merchandise management system, a price reading via FTP server is available. We offer .CSV and .TSV format. Please speak to your personal contact person to set up this possibility optimally.


What payment methods does Winterholt & Hering GmbH offer?

We offer the following payment methods:

- Vorkasse 

- Cash on delivery

- Direct debit invoice - Prepayment

- Payment by invoice requires a credit limit.


How can I contact Winterholt & Hering?

We offer the following contact possibilities :

- by telephone at the number (+49) (0) 4106 - 7997 - 0 

- by fax at the number (+49) (0) 4106 - 7997 - 77 

- by e-mail at the address whoffice@whoffice.de

- online via our contact form 


What are the office hours of Winterholt & Hering?

We are at your disposal all year round from Monday to Thursday in core time from 8.00 to 17.30, on Friday from 8.00 to 16.30.   We are closed on public holidays. Our webshop is at your full disposal 24/7.


Who is my point of contact?

You want to order toner or ink, but don't know whom to contact?  

We will find the right contact to provide you with expert support from the point of initial contact right through to maintaining your business relationship – a contact who speaks your language. Our in-house team members speak and write correspondence in German, English, French, Spanish, Italian, Russian, Arabic and Portuguese, facilitating communication! We are also happy for you to contact our staff directly.

Here you will find an overview of our language competence..


How will I be helped if a complaint arises?

In case of RMA your personal contact person is also the ideal first contact.

With his professional competence he helps you to analyse the problem.

Or you can contact our RMA department directly. 

You can reach them at rma@whoffice.de. 

Warranty and RMA conditions read online . An online RMA-form is also at your disposal.



Winterholt & Hering beliefert weltweit!