Common questions about the HELU Online Shop
Click here for the HELU Online Shop documentation.
CUSTOMER ACCOUNT
Does my company need a customer account to place orders in the Online Shop?
Ordering is only possible as a registered user. Creating a customer account is free of charge and is done by submitting a completed registration form.
In addition to being able to place orders, a customer account offers further advantages such as displaying available stock and the ability to save one or more shopping carts as well as shopping lists.
How do I create a customer account?
To create a customer account in the Online Shop, click on the "Request Login" button in the header of the Online Shop. Click "Request Login" and submit the completed registration form. Activating the customer account may take a few working hours.
As soon as the registration process is completed, you will receive an email from us asking you to create your personal password.
Can multiple users be added to a customer account?
Multiple users can register per company. Up to five additional contacts can be registered per registration form.
Alternatively, customers who want to access with a generic email can register with an email address such as purchasing@, orders@, etc.
How do I log in to the Online Shop?
To log in to the Online Shop, click on the "Login" button in the header of the Online Shop. This will take you directly to the login page. Once you have successfully entered your login credentials, you will be logged into the HELU Online Shop with your customer account.
How can I change or reset the password for my customer account?
Change password:
Once logged in, you can change your password via the user icon under "Profile".
Forgotten password:
You can request a new password via the following link: change password
Alternatively, you can click on "Forgot Password" on the login page and request a new password there. You will then receive an email to reset your password.
Please note that this only works with an active shop account.
How can I change my customer account data?
The delivery address and email for receiving order confirmations can be changed via the profile icon under profile and addresses. To change other personal data, such as telephone number, billing address, etc., please contact your responsible salesperson.
SHIPPING & DELIVERY
How long are expected delivery times?
Please refer to your order confirmation for delivery times. All information on the delivery date is approximate.
What are the shipping costs?
For a net order value of € 1,000 (without metal surcharge, without VAT, without shipping costs) we deliver within Germany "Freight Allowed”, without unloading, excluding packaging. Even freight collect shipments are made without unloading. The following flat rates are charged for freight collect shipments in Germany:
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Small packages up to 31.5 kg € 15
·
Shipments by freight forwarder over 31.5 kg € 0.60/kg
· The customer bears the cost of special routings
How much are packaging costs?
HELU generally charges (in addition to the cable drums) a € 10.00 flat-rate packaging fee.
Packaging material will either be invoiced or made available on a loan basis. Pallet cages and Euro pallets will be delivered on an exchange basis. Disposable drums will be invoiced and cannot be returned. HELU drums will be supplied on a loan basis.
· Drums of size 1.00 m (Size 10) and larger are free of charge for the first 12 months.
· In months 13 through 18, we will charge lending fees.
·
If the drum is not made available for pickup by the end of the 18th month, its full drum price will be charged.
Please see our information sheet HELU drummanagement 1/2012. HELU will pick up HELU drums that have been made available for pickup within Germany free of charge.
HELU assumes the costs for return transport. In such cases, HELU will decide on the freight forwarder and the pickup date. The customer assumes responsibility for loading.
The originator bears any costs incurred due to return transport not done in accordance with instructions.
HELU is entitled to invoice the drum price for deliveries outside of Germany. There will be no retrieval.
Can I have orders delivered abroad?
No, delivery is made to addresses within Germany that have been or may be created in your customer account. To create a new delivery address, click on the user icon, "Addresses" and "Add New Delivery Address”.
ORDER
Where can I view my orders in the Online Shop?
To do this, log in to your account in the Online-Shop. You can view your current and previous orders placed in the Online Shop by clicking on the user icon and the menu item "Order History".
Can I change my order at a later date?
It is not possible to change your order after it has been placed in the Online Shop. Please contact your responsible salesperson.
Can I cancel my order?
An order cannot be cancelled by the customer in the Online-Shop.
How can I view the status of my order?
The status of an order can be viewed via the menu item "Order History", in the column "Order Status". There is also the option to track the shipment (Track & Trace), which can be found in the detailed view of each order.
Can I save a shopping cart?
Shopping carts are saved for registered users. Simply create a free customer account in the Online Shop.
Can I save more than one shopping cart?
Yes, you can save multiple shopping carts in the HELU Online Shop, place orders for them separately, and even have them delivered to different addresses.
How can I order individual lengths?
This varies depending on the item. If an item can be cut, you can enter your desired length in the "Length / Amount"-field on the product or item details page. Please note that additional cutting costs will be charged for customised lengths.
PAYMENT
What payment methods are available in the Online Shop?
After submitting your order, you will be redirected to the HELU payment page. The following payment methods are available via our payment provider "Stripe".
· PayPal
· Debit card
· Credit card
Can I have my order invoiced?
Invoicing is only available to existing customers that have undergone an appropriate credit check. New customers may only pay in advance.
How do I redeem a voucher for the HELU Online Shop?
You can redeem your voucher in the shopping cart or in the order overview under "Vouchers". Only one voucher may be redeemed per order.
PRICES & SURCHARGES
What is the minimum order value?
The minimum order value is € 100 , based on the net price without metal surcharge. For orders below the minimum order value, a surcharge of € 10 will be added.
How much is charged for cutting service?
In the HELU Online Shop, you can order cables in your desired length. For customised lengths, we charge a fee per cut of
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€ 15 for outer diameters up to 25 mm
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€ 35 for outer diameters up to 35 mm
·
€ 55 for outer diameters larger than 35 mm
These charges do not apply if standard lengths or stock lengths are ordered.
What is included in Online Shop prices?
Prices in the Online-Shop are EX WORKS net prices, without packaging, postage, insurance, customs costs, shipping costs and metal surcharges.
How is the metal surcharge calculated for cables & wires?
For cables and wires, the net price already includes the so-called copper base price.
·
For standard cables and wires: Copper base price = € 150/100 kg (Unless otherwise agreed upon in writing)
· Exception: For telecommunication cables: copper base price = € 100/100 kg, Underground cables: copper base price= € 0/100 kg
The sale price is increased or reduced by the difference between the copper base price and the copper quotation. The copper number is multiplied by the copper difference.
If not otherwise stated, the copper number applies per 1000 m.
The calculation basis for the sales price is our published metal quotation quoted on the exchange for copper on the day prior to the day on which the order is received.
Click here for the current metal quotation in the Online Shop.
Calculation example:
JZ-500 8 x 0.75 mm², Part no. 10040
Copper quotation: € 500/100 kg (estimated value)
Copper base: € 150/100 kg
Copper number: 58 kg/km
Copper surcharge:
((€ 500+ € 5*) – € 150) / 100 x 58 kg/km = € 205.90 /km
*calculated value € 5 = 1% of € 500
Other metal surcharges (e.g. aluminum, nickel, lead) are handled equivalent to the copper calculation.
How is the metal surcharge calculated for cable accessories?
Metal calculation for brass:
Metal surcharges contain a brass base cost of € 150.00 per 100 kg of brass. The computational basis for the sale price is the price quoted on the exchange (exchange quotation for MS 58. Processing stage 1) on the day after receipt of the order plus purchase costs. The sale price is increased or reduced by the difference between the brass base cost and brass quotation by allowing a 5% brass surcharge or discount, respectively, for every full € 13 per 100 kg. Such surcharges are always quoted on a purely net basis.
Metal calculation for copper:
Same as for cables and conduits (see above).
Metal calculation for copper lugs:
The prices contain a copper base cost of € 150 per 100 kg of copper. The computational basis for the sale price is the MK price for copper on the day before the day the order is drafted. The copper number is to be multiplied by the copper difference. If not otherwise stated the copper number is per 1,000 pieces. All metal surcharges or discounts are always quoted on a purely net basis.
All information is provided without guarantee.