Help & FAQs

After you have submitted your order, you will receive an email with information about the processing time and how to proceed. Within 12 working hours of receiving your order, we will decide whether to confirm your order. You will then receive a notification about the confirmation or cancellation of your order.

Please note that a SCHUFA credit check is carried out on new CWS Hygiene customers. The decision on whether to confirm or reject the order is made based on this result.

Unfortunately, this is not possible. Your order will be automatically forwarded to the logistics department and can no longer be changed.

To deliver goods to multiple delivery addresses, you must place a separate order for each delivery address. You can store multiple delivery addresses for your company in your customer account.

No, we do not have a minimum order value. Even if you only need one or two products, you can easily order them in our shop.

Shipping is free for orders over €150. For orders under €150, a shipping fee of €4.90 applies.

Our packages are delivered to you with Transoflex or ZUFALL Logistics.

Shipping is free for orders over €150. For orders under €150, a shipping fee of €4.90 applies.

The delivery time is usually 3-5 working days. This only applies to items marked as "immediately available".

We regret that you have not yet received all the items you ordered.

Please check the shipping notification you received by email from the shipping provider. We may have split your order into several packages. You will receive a separate tracking number for each package. The packages may be delivered at different times by the shipping provider.

For logistical reasons, this is unfortunately not (yet) possible.

As soon as the goods are packed and ready for dispatch, you will receive an email from the shipping service provider with a tracking link and a shipment number. You can use this link to track your order.

Please note that we may split your order into multiple packages. In this case, you will receive a separate email for each package with its own tracking link and shipment number. The packages may be delivered by the shipping service provider at different times.

The cwsdirect customer portal allows you to place orders easily - with transparent prices and clear conditions. You also benefit from exclusive special offers and promotions.

You will find the following information in your login area:

- Previous orders
- Company details and delivery address
- contact information

Registration as a user takes place automatically when you place your first order in the online shop.

To log into your account, simply click on the user icon in the top right corner.

Our prices are calculated to offer fair value for money. However, in some cases, particularly for larger orders , we can provide individual price quotes.

If you would like to order a larger quantity, we would be happy to check the possibility of an individual offer. In this case, please contact us by email at cwsdirect.de@cws.com .

Unfortunately, it is not currently possible to set up automatic reordering of consumables. We know how useful such a feature would be and are already working on offering it in the future.

As soon as automatic reordering is available, we will of course inform you. Stay tuned!

If you already have a rental agreement, please use our CWS Hygiene rental service for further information.

However, if you would like to place a one-time order, you can easily use the online shop to do so.

Yes, returns are possible within 14 working days of receiving the goods. Please ensure that the item is unused, undamaged and in its original packaging. For further information or to initiate a return, please contact our customer service.

If the return is due to our fault - for example, if the product is damaged, defective or incorrectly delivered - we will cover the full cost of return and exchange. In all other cases, the customer is responsible for the return shipment and will bear the return shipping costs according to the rates of the selected shipping service provider.

If you have received a damaged, faulty or incorrect product, please follow these steps:

Contact us by email at cwsdirect.de@cws.com and describe the problem.
Prepare the product for return (pack it securely for transport).
Please arrange an appointment with us for the courier service to pick up your order.
Choose the refund option: refund or exchange of the product.

If you wish to return the order for personal reasons, you are responsible for organizing and paying for the return shipment. Shipping costs depend on the rates of the shipping provider you have chosen.

The refund will be made using the same method you used to pay for the order.

Refunds are usually processed within 14 working days after the product arrives at our warehouse.

The order can currently only be paid by invoice. To confirm the order, we carry out a credit check with SCHUFA. The decision on whether to confirm your order will be made after this check has been completed. You then have 30 calendar days to pay the invoice.

Payment by debit card and SEPA direct debit will also be possible shortly.

You then have 30 calendar days to pay the invoice.