We are frequently asked many questions. Here you will find a summary of the answers.

Online shop

I can't find the right spare part for my trailer?

If you cannot find the right spare part for your trailer in our shop, please contact our customer service team. They will help you out. The best way to get in touch is to send an email to etl@boeckmann.com with your request and the chassis number of your trailer.

Why can't I find my chassis number in the search?

If you cannot find your chassis number using the search function, it may be because you have a trailer built before 2012. In this case, please send an email to etl@boeckmann.com with your chassis number. The colleagues will try to find the right spare parts for you this way.  

If you have a trailer built after 2012 and still cannot find what you are looking for, please contact our customer service team as well. 

Customer account

How do I delete my customer account?

You have the option to delete your customer account. Please send us an e-mail to etl@boeckmann.com to carry out the deletion. 

Can I edit my personal data myself?

You can customise your personal data yourself at any time in your customer account.  

How can I change my password?

You can change your password at any time in your customer account.

What can I do if I have forgotten my password?

In our login area for the customer account there is the option "Password recovery". If you cannot remember your password, you can use this to have an e-mail sent to you. This will allow you to reset your password and set a new password. 

Vouchers and discount codes

I have a voucher or discount code, how do I use it?

You can enter your voucher or discount code during the checkout process.

Please note that only one voucher and discount code can be used per order and that promotions cannot be combined with each other.

My voucher code/discount code is not working, what could be the reason?

If your voucher or discount code does not work, there may be several reasons for this.

  • The code has already been used in an order and has been used up  
  • The discount code is linked to a minimum and/or maximum order value  
  • The discount code is not applicable to all promotions or product groups 
  • The period for the discount code has expired 
  • The code may not be combinable with other vouchers or discounts
Can I also have a voucher paid out in cash?

If you have received a voucher from us or have been given one as a present, it is not possible to pay out the amount in cash. You can only redeem the voucher in our online shop. 


How can I view my previous orders?

You can view all previous orders in your customer account. For current orders, you will also find the shipment tracking and invoices for your orders there.

Can I cancel my order if it has not yet been dispatched?

If you would like to cancel your order, please contact our customer service team by email at etl@boeckmann.com, stating your request and the order number of your order. We will check whether your order can still be cancelled at this time.   

Can my delivery address differ from the billing address?

You can choose your own delivery address. You can manage these in your customer account or when checking out. 

Can I also have my order delivered to a Packstation?

You can enter any valid address. As a registered DHL customer, your delivery will also be automatically changed to your DHL preferred delivery address.


How do I pay for my order?

We offer various payment options. You currently have the option of paying with Klarna, credit card, PayPal, Apple Pay or iDeal. 

You can select your preferred payment method during the checkout process.

Will I receive a confirmation of receipt of payment?

You will receive confirmation of receipt of payment directly from the service provider of the payment method you have selected.

When and how will I receive my invoice?

Your invoice will be sent to the e-mail address you have provided. After dispatch, you will also find the invoice in your customer account.

Shipping and delivery

To which country can I have my order delivered?

We currently offer regular deliveries to the following countries: 

Germany, Belgium, Denmark, Finland, France, Greece, Ireland, Italy, Luxembourg, Netherlands, Norway, Austria, Portugal, Sweden, Spain, Liechtenstein, Poland, Hungary, Czech Republic, Slovakia, Romania, Latvia and Switzerland. 

If you are interested in receiving an order to a country other than those listed here, please contact etl@boeckmann.com. Our customer service will check whether and under what circumstances delivery to you would be possible.

Deliveries to non-EU countries

For deliveries to non-EU countries, we deliver DAP, i.e. without customs clearance. Import costs (e.g. customs duties and fees) will be charged to you by the respective service provider.

How long is the delivery time for my order?

The delivery time is up to 3 working days. We will point out any deviating delivery times on the respective product page. For requested products, you will receive information from us about the delivery time.

How will my order be dispatched?

We send our parcels with DHL or UPS. The service provider may vary depending on the country of destination.   

If you receive your order by forwarding agent, the forwarding agent Hellmann is responsible for your delivery.

What are the shipping costs for my order?

The shipping costs are calculated depending on the items ordered and the country of destination. You can view these in your shopping cart during the checkout process. 

In Germany, the shipping costs are regulated as follows:

  • DHL small parcel: 4,50 EUR
  • DHL parcel: 7,50 EUR
  • DHL bulky goods: 19,50 EUR
  • Forwarding agency: 45,00 EUR 

Internationally, there are different regulations in all countries. When ordering from abroad, please check the information on shipping costs in your shopping cart before completing your order.

How can I track my order?

You can view the current status of your order in your customer account and track when the order should arrive.

What do I do if I receive an incorrect delivery?

If you receive a delivery that does not correspond to your order, please contact our customer service. Please send an email to etl@boeckmann.com with your request and the order number listed on the delivery note.


How do I report transport damage?

If you discover any transport damage to your order, you must notify us immediately. Concealed transport damage must be reported to us within 7 working days. In this case, please send a copy of the service provider's receipt and pictures of the transport damage to etl@boeckmann.com. 

How can I return my order?

In case you would like to exchange or return the order, please fill out the returns note carefully. If you need a new returns note, you will find it in your customer account. 

Remove all old labels and barcodes from the shipping carton and carefully repack the goods in the shipping carton or another suitable carton if the shipping carton is no longer suitable for the return shipment. Enclose the completed returns note in the parcel.  

Send the completed document to etl@boeckmann.com to organise the return shipment with our customer service. You will then receive a return label from us to stick on the shipping box.  

Send the delivery to the address listed on the returns note.

Please note that for online orders, only national parcel returns within 14 days are free of charge. International returns are subject to a charge. Additional costs for unfree returns will be charged by us. 

How long does it usually take until I receive the credit note for my return?

We issue your credit note after receiving and checking the return delivery. You will usually receive a response from us within 5 working days of receipt of the return delivery at our warehouse.

Other topics

Can I send you suggestions or feedback for improvements?

If you would like to send us any suggestions or feedback, you are welcome to do so by e-mail to etl@boeckmann.com.