For us, it’s especially important that your order arrives at your or your customer’s location on time and without any damage. We and our shipping service providers always strive to ensure everything runs smoothly. Here, we answer your frequently asked questions:

When will my order arrive?

Once we dispatch your order, you will receive a shipping confirmation via email. The exact delivery time depends on your location.

You have the following shipping options:

1. Self-pickup from our warehouse in Hamburg, Gauerter Hauptdeich 35, 21035 Hamburg.
2. Standard delivery within Germany (3-7 working days).
3. Delivery to other EU countries (7-14 working days).

How much are the shipping costs?

The costs are calculated by local transport companies based on the weight, size of the product, and your location. After placing your order, we will inform you of the shipping costs, which will be added to your invoice.

When is delivery free?

Delivery is free for all solar modules.

For sets of mounting systems with a volume of more than 400 kWp or 2400 mounting hooks (and the corresponding number of other components included in the set), delivery is also free. These sets are marked as ‘QuickBite XL Paket für 400 kWp’ and ‘QuickBite XXL Paket für 500 kWp’ in the shop.

Remember: To configure your own set and discuss delivery options, simply message us on WhatsApp (click on the icon in the bottom right) or email us at [email protected].

What should I do if my order is damaged?

We do everything possible to ensure your order arrives quickly and in good condition. However, in exceptional cases, a product may be damaged. Please refer to our important delivery information.

Here’s what to do if your order arrives damaged:

1. Take photos of the damaged product and the box.
2. Note the date and time of the damage on the delivery note (not the receipt) and on the transport company’s scanner. Ask the driver to confirm the damage in the waybill. Also, take a photo of the truck’s license plate or note it down.
3. IN CASE OF SERIOUS DAMAGE, REFUSE ACCEPTANCE.
4. Report the damage to our customer service with the order number—simply message us on WhatsApp (click on the icon in the bottom right) or email us at [email protected].

We will promptly contact you to find a quick and straightforward solution.

How can I accept my order if it’s being delivered directly to the construction site?

In any case, an expert should inspect the delivery on-site. If you cannot personally inspect the product, your customer should do so. If you accept the delivery without inspection, you won’t be able to file complaints about the products later. This also applies if friends or neighbors accept the delivery.

If no one on-site can thoroughly inspect the delivery, we strongly recommend having the delivery sent to your warehouse and inspecting it yourself.

What should I do if the package doesn’t arrive on the agreed-upon day?

We deeply regret it if the transport company fails to meet the agreed delivery date. We find it just as frustrating. Here’s what we can do immediately for you:

1. Please inform us immediately of the delay, along with the order number, in our customer service—simply message us on WhatsApp (click on the icon in the bottom right) or email us at [email protected]. Even if the transport company notifies you of the delay, we still need your information. Transport companies often don’t inform us.
2. During delivery, pay attention to the date and time on the delivery note and the transport company’s scanner. Confirm the delay in writing with the driver and sign the waybill.

Where does CLICKWERK deliver?

We deliver to all EU countries, as well as Switzerland, Norway, and Liechtenstein.

Upon agreement with our logistics team, we are also happy to ship your products to other countries. Simply contact us via WhatsApp (click on the icon in the bottom right) or email us at [email protected].

How can I change the delivery address?

You can change the delivery address during the order process. You can also change the delivery address in your personal account on our website under “Addresses.” If you need to change the delivery address after placing the order, simply contact us via WhatsApp (click on the icon in the bottom right) or email us at [email protected]. We will then check if we can redirect the delivery.