FAQ

Here you can find answer for specific questions we already faced, which might help you even faster!

WEBSHOP

Who runs the ACTEGA WebShop?

The ACTEGA WebShop is operated and administered by ACTEGA Terra GmbH, Industriestraße 12, 31275 Lehrte, Germany. Here you can find our imprint.

Which products can I buy in the ACTEGA WebShop?

We currently offer a selection of overprint varnishes and primers for use on labels, commercials and publications as well as for folded boxes. As a customer with an already existing business relationship before WebShop introduction, you also have access to your so-called "Private Portfolio". All products you have purchased from us in the past are listed here. If you are interested in products that are not part of the ACTEGA WebShop, please visit us at www.actega.com or contact us using the contact form.

Who do I contact if I have questions that are not answered in the FAQ?

We would like to be available for you. If you have any questions, ideas or comments, please contact us via our contact form.

CUSTOMER ACCOUNT

As a new customer, do I have to create an account to use the ACTEGA WebShop?

Welcome to the ACTEGA WebShop. As a new customer, you must create an account to purchase our products. At the same time and apart from many other advantages, you have the option of tracking orders, setting up automatic re-orders, creating and managing users as an administrator or ordering print samples. Click here to register.

As an existing customer, do I have to create an account to use the ACTEGA WebShop?

No. As a customer with an already existing business relationship before WebShop introduction, we will contact you individually. You will automatically receive your login data together with further information about the ACTEGA WebShop. You can start immediately and have additionally access to your customer-specific coating portfolio ("Private Portfolio").

How can I register?

Depending on your request, you can register as a reseller or as a direct customer. After completing your registration you will receive a confirmation e-mail with the corresponding activation link. Please note that this link is only valid for 48 hours. If you want to work in a team within a company, the first registered user automatically takes over the administrator role. Only as an administrator you can invite, create and manage other users in your company. Of course you have the possibility to change the administrator role at a later stage or to name additional administrators. You do not know the administrator of your company? Please feel free to contact us via the contact form. Click here to register.

What do I do if I forget my password?

You lost your password? No problem, just send us your e-mail address on the login page under "Forgot password". In due course, you will receive a link to create a new password. Please note that this link is only valid for 48 hours. Passwords are at least 8 characters long, must not contain spaces and use the following components: a digit (0-9), a lowercase letter (a-z) and an uppercase letter (A-Z). The password can be changed in your profile at any time.

Who do I contact in case of registration problems?

If you have any questions regarding registration, please contact us using the contact form. Please describe your request in as much detail as possible in order to receive fast and dedicated support.

Can I change the information in my customer account?

Yes. You can change customer account information, such as delivery address, access data or payment methods, at any time. Simply log into the ACTEGA WebShop and make the requested changes in your profile.

How do I delete my account?

To have your account deleted, please contact our customer service.

What is an admin user?

​​​​​​​As an administrator, you are the first user of the ACTEGA WebShop within your company. You can invite, create and manage additional users, allocate budgets, define user rights and approve or reject orders from your colleagues. Of course, you also have the option of naming additional administrators or changing your administrator role at a later time.

PRODUCTS

Where do I find the relevant technical information about my product?

All important information about your product can be found on the respective product detail page. Here you have access to technical and safety data sheets. You can see at a glance for which applications your product is suitable or in which printing process it can be processed. For selected products it is possible to order printed samples. You can also compare up to three products from the same technology using technical criteria.

Where can I get technical data sheets and/or safety data sheets?

Technical data sheets and/or safety data sheets can be found on the detail page of the product you have selected. There, you can also download the corresponding documents.

How can I compare products?

Our comparison function allows you to compare up to three products from the same technology. You can access this functionality directly in the product overview via the "Compare" button or via the product detail page. Compare by application, printing process, product properties or regulatory requirements - you get all the information at a glance.

What is the difference between a "Private Portfolio" and the "Public Portfolio"?

​​​​​​​While articles of the "Public Portfolio" are mostly in stock and available to all users of the WebShop, the "Private Portfolio" is only accessible to you as a customer with an already existing business relationship before WebShop introduction. Thus, it is possible that products from the "Private Portfolio" are only manufactured once your concrete customer order has been placed. Please understand that you cannot mix orders from the two areas, but must place them separately. Of course, in the "Private Portfolio" we show all your already negotiated individual conditions.

ORDER

How do I order in the ACTEGA WebShop?

You can order in the ACTEGA WebShop by placing the selected articles in your shopping cart and checkout. If you work in a team within your company and do not act as an administrator, please consider the internally defined approval processes. Administrators have the right to manage users, allocate budgets and approve or reject orders within the team. Please also refer to our General Terms and Conditions.

Is it possible to change or cancel orders having checked out?

If you have not yet completed and paid for your order, you can remove an item from the shopping cart, adjust quantities or cancel the order at any time. In principle, however, it is not possible to change or cancel orders after the order has been completed. If you still wish to cancel or make changes, please contact our customer service. We will provide you with the best possible support.

What do you mean by "Quick Order"?

With the Quick Order functionality you can speed up your ordering process. Simply enter the ID number of the product you want to buy, select the order quantity and add the product to your shopping cart. We can process up to 25 valid ID numbers simultaneously for your order.

How do I set up replenishment orders?

As a registered user you have the possibility to set up replenishment orders. This can be done on a weekly or monthly basis. The condition for this is payment on invoice. Prior to each replenishment order you will receive a reminder e-mail from us. Of course you can cancel your order at any time, but only for future purchases. Orders that are already being processed at the time of cancellation cannot be considered. Please note that the administrator of your company may approve or reject replenishment orders.

How do I order printed samples?

The ordering of printed samples is only possible for logged-in users. You can see whether printed samples are available for the product you have selected on the product detail page. Click on the button "Order printed sample". You will receive a confirmation message.

How do I deal with complaints?

We are sorry that you are not satisfied. For complaints, please contact us using the contact form, stating your order number and your concerns.

Can I return items from my order?

Unfortunately, it is not possible to arrange a return via the WebShop. If you still wish to have items returned, please contact us using the contact form and state your order number. We will be pleased to assist you.

The item I want to buy is out of stock. Is it still possible to order it?

​​​​​​​Yes, you can still order this item. However, this will extend the expected delivery time. Pay attention to the corresponding information during the ordering process.

DELIVERY

What types of delivery are available?

The delivery of your goods is carried out by the forwarding agent commissioned by us. Please understand that we do not offer collections by the customer. For urgent orders make use of our express delivery option for goods in stock. Further information can be found in the General Terms and Conditions or here in our FAQ (delivery times, delivery costs, express delivery).

How long does it take for my order to be delivered?

Already during the order process you can see the expected delivery time of your selected products. You can identify which products are in stock and where express shipping is possible.

If an item is out of stock or your order exceeds the available quantity, again you will be informed of the estimated delivery time. If there are several items in your shopping cart with different dates, the longest delivery time will always apply (no partial deliveries).

​​​​​​​Products from the "Private Portfolio", which are only manufactured when a concrete customer order has been received, are delivered at the usual conditions. Please note that deliveries are currently only possible within Germany and France.

If you are not the administrator of your company, please note the internal approval processes. They can affect delivery times.
Here you will find our General Terms and Conditions.

What are the delivery costs?

Delivery costs are not included in the displayed product price. For our standard delivery, the shipping cost depends on the total weight of your order. For express deliveries there are additional costs per order that you can see during checkout. Products from the "Private Portfolio" not in stock are available at the usual conditions.

Is there an express delivery option?

For urgent orders our express shipping service is at your disposal. If you order by 12 o'clock (noon) of the respective day, you will usually receive your goods by 10 am of the following working day. Please understand that this only applies to available stock items. You can see whether express shipping is possible for your order during the payment process under "Delivery". For coatings and primers from your "Private Portfolio", express delivery is unfortunately not available.

Can I have selected items from my order delivered to another address?

No. Articles from the ACTEGA WebShop can only be sent to one delivery address per order. If you wish to send items to different delivery addresses, please place separate orders.

Can I have my order delivered to an address outside Germany?

No. Currently only deliveries within Germany and France are possible. If your company or the branch to be supplied is not located in Germany or France, please contact us using the contact form. We will be happy to assist you.

How do I view my order and delivery status?

As a registered user of the ACTEGA WebShop you have the possibility to track your orders. Under "Your orders" you will find all the information requested. If you are not the administrator of your company, please note the internal approval processes.

What can I do if I do not receive my delivery, receive it late or incomplete?

If, against all expectations, there is something wrong with your delivery, please contact us using the contact form. We will deal with your request as a matter of priority.

PAYMENT

What payment options do I have?

​​​​​​​In the ACTEGA WebShop you can pay by invoice or credit card. We accept both VISA and Mastercard. You can specify the preferred payment method in your customer account at any time.

DATA PROTECTION

How can I manage cookies?

You can change your cookie settings when you visit our website for the first time. You can then click on the blue icon (fingerprint) at the bottom right of the screen at any time to call up the settings again and allow or exclude cookies. Click "Privacy Settings" in the Privacy Manager that opens and enable or disable cookies. Then simply click on "Accept all" to accept the settings.

Who should I contact if I have any questions about data protection?

​​​​​​​The contact details of our data protection officer are as follows: Hans-Jürgen Windhorst - Data Protection Officer - Industriestr. 12, D-31275 Lehrte - Tel+49 5132/5009-427 - E-Mail: datenschutz.actega.terra@altana.com

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