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Frequently asked questions (F.A.Q)

You will find responses to all frequently asked questions here

Die am häufigsten gestellten Fragen

Winterholt & Hering GmbH has been established on the market as a European full-range supplier of original printers, copiers and consumables since 1996. As a special distributor of ink and toner, we have the best relationships with all European players in this area and are able to fall back on reliable procurement channels.
Winterholt & Hering GmbH has offices in Quickborn, close to the city of Hamburg.

Our product portfolio includes around 5,200 consumables from well-known manufacturers. Out range of printer accessories includes ink-jet and toner cartridges, developers, drums, all-in-one laser cartridges, fixing agents, drum units and much more.

We do not market any compatibles, refills or rebuilds, only original OEM products.

Our offers are aimed solely at B2B customers, such as wholesalers, resellers, distributors, specialist distributors and e-tailers. We do not supply commercial or private end consumers.

Each new customer firstly has to register online before they can enjoy the full range that we offer. Your login data will be transmitted to you by our sales department once your request has been successfully processed.
You can log in under “My account” on the top column of our homepage.

Click the link “Forgotten password” on the top of the homepage ( "My account") and please follow the instructions described there.

After you have logged in, click the link “Forgotten password” on the top side of the homepage ( "My account" ) and follow the procedure described there.

We are happy to take your enquiries by phone, fax or email. Your personal advisor will be happy to help. It is not currently possible to make an online enquiry via the webshop.

You can order ink-jet and toner online, via the webshop. Our powerful solution offers you a complete overview of product availability and details of your customised pricing 24/7. A direct link to our goods management system guarantees that your order is managed smoothly.

It goes without saying that you can place your orders by contacting us directly by email, fax, and of course, by phone.

Whether you are ordering on or offline, we recommend that you quote your transaction number to achieve better clarity. Your personal contact will accept the order and ensure that it is processed quickly.

The minimum order value is €400.00 for deliveries within Germany. Below this minimum value, we charge a processing fee of at least €4.95.
Other country-specific minimum order values and additional costs may apply to orders within the European Community and orders from third countries. Please request these from your personal contact in house.

Orders are normally processed on the same day for orders placed before 2.30 pm. Should your order include any non-stock items, we will compile these until we have all the goods.

Packages will be dispatched by either UPS or GLS. Our expert logistics department will look for the right service provider for you. The delivery time is generally 24 hours within Germany.

We will deliver goods on a standard pallet if the volume of your order is high. To ensure that your order is processed as effectively as possible, please ensure that we receive your order by 10.30 am at the latest. Our logistics provider Dachser will generally deliver within 48 hours. The delivery time will be delayed by 24 hours should a delivery note be required.

Other delivery times and dispatch dates, where relevant, apply outside Germany; you can request these from your personal contact.

Under certain circumstances, it may not be possible to make any subsequent change to the delivery address, i.e. after your order has been processed, or this may only be possible at an additional cost to you. Generally our experienced staff will note your standard delivery address and will consult with you, if necessary.

A direct delivery, also known as a drop shipment, is possible within Germany. Winterholt & Hering GmbH operates in the background as a fulfilment shipper. Our experienced advisors will be happy to advise you. This service is not free of charge, a minimum of 5€ will be charged.

Deliveries within the European Community are subject to certain tax requirements that must be agreed with your personal contact. A special flat fee will generally be payable. Special agreements may be required under certain circumstances.

We make every effort to ensure the highest level of delivery reliability through product management and our own stock holding. The available number of units can be viewed online and these are updated very regularly.

Nevertheless, some items in your order may be limited stock or no longer in stock due to high demand. We make every effort to ensure that items are replenished within a maximum of 5 working days. We will manage your orders and back orders within this period and will dispatch your goods as soon as they arrive.

Winterholt & Hering GmbH does not charge its customers any order-specific processing or administration fees on orders that are above the minimum order value.
Standard packaging for the supplied goods is included in the pricing.
Charges will be incurred in individual cases for cash on delivery or for direct deliveries in neutral packaging.

Our employees will notify you about your customised pricing by phone, fax or email as soon as you place your enquiry.
A price import via FTP server is available so that you can automatically implement our price list in your goods management system. We offer .CSV and .TSV format. Please talk to your personal contact for the optimal setup of this option.

We offer the following payment types:
  • Payment in advance
  • Cash on delivery
  • Debit note
  • Invoice
Our credit insurer Euler Hermes SA takes responsibility for checking creditworthiness and ensuring sufficient funds.
Winterholt & Hering GmbH will not accept any cheques or bills of exchange as a means of payment.

We offer the following contact options:
  • by phone on (+49) (0) 4106 - 7997 - 0
  • by fax on (+49) (0) 4106 - 7997 - 77
  • by email at the address whoffice (at) whoffice.de
  • online using our Contact form

We are available to you all year round during our core hours from 8.00 am to 5.30 pm Monday to Thursday, and from 8.00 am to 4.30 pm on Fridays. We remain closed on national holidays.

Our webshop is at your full disposal 24/7.

Looking to purchase ink or toner but don’t know who 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.

In the event of an RMA (return merchandise authorisation), ideally you should first get in touch with your personal contact. They will help you with their expertise to analyse the problem.
Or you can contact our RMA department directly.
You can reach them at rma (at) whoffice.de.

Last update: November 2018 FAQs by Winterholt & Hering