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FAQ
General questions
1. How do I place an order?
Ordering is very easy:
- Add one or more products by clicking on the shopping cart icon. The product will move to your shopping cart and you can continue shopping.
- Click on the shopping cart at the top to see your items and the total amount. Choose your preferred payment method and enter your details. In the bilstein group webshop, you can only place an order with an account.
2. Will I receive an email confirmation of my order?
Once Keiretsu has received your order and payment, you'll receive a confirmation email and an invoice so you know everything was processed correctly. This email contains all the information you need. Only the packing slip will be added to your order.
3. Why haven't I received an order confirmation?
After placing your order, you should receive a confirmation email right away. If you haven’t received anything, please check your spam folder first. If you can’t find the email there, something may have gone wrong when entering your details.
Check your ACCOUNT to see if your email address is correct. If it isn’t, you can update it there. If you can’t find your order in your account, it may have been placed without an account or email address. Got a question? Contact Keiretsu customer service at merch.bilsteingroup@keiretsu-germany.de
4. I have provided the wrong home address. What now?
Contact Keiretsu customer service as soon as possible via merch.bilsteingroup@keiretsu-germany.de. They’ll check if your order has already been shipped. If not, they can update your address for you.
5. How do bilstein group and Keiretsu handle my personal data?
This webshop is owned by Keiretsu Europe B.V. If you place an order, your personal data will be collected by Keiretsu so they can process it. See the bilstein group Privacy Statement for more information. Keiretsu will also share your personal data with bilstein group.
bilstein group uses this data:
- to contact you about campaigns and other information via mail, phone, or email
- to track whether you’ve opted out of being contacted
- to build a relationship with you and provide relevant information
- to tailor messaging to your preferences and behavior and give you the best possible experience
bilstein group may also send you their newsletter if you’ve given permission. You can withdraw this permission at any time by emailing merch.bilsteingroup@keiretsu-germany.de or by unsubscribing via a newsletter you received. Read the bilstein group Privacy Statement for more information on how your personal data is handled.
Delivery and shipping
6. When will my order be delivered?
Orders placed on a working day before 12:00 PM are shipped the same day. Orders placed after 12:00 PM or during weekends are shipped the next working day.
7. Can I track my order?
Once your order has been shipped, you will receive a tracking link by email.
8. How high are the shipping costs?
There are no separate shipping costs unless the minimum order value is not met. The minimum order values are defined per country as shown below:
Minimum order values for free shipping:
| Country | Minimum order value |
|---|---|
| Netherlands | €150 |
| Germany | €150 |
| Belgium | €150 |
| Poland | €150 |
| Czech Republic | €150 |
| Austria | €200 |
| Hungary | €200 |
| UK | €200 |
| France | €200 |
| Sweden | €300 |
| Ireland | €300 |
| Liechtenstein | €300 |
| Estonia | €300 |
| Latvia | €300 |
| Lithuania | €300 |
| Switzerland | €300 |
| Italy | €300 |
| Denmark | €300 |
| Spain | €300 |
| Portugal | €350 |
| Norway | €350 |
| Finland | €350 |
| Romania | €350 |
Shipping costs and transit times:
| Country | Price per box | Transit time |
|---|---|---|
| Austria | € 7,90 | 2-4 working days |
| Belgium | € 7,90 | 1-3 working days |
| Czech Republic | € 7,90 | 2-4 working days |
| Denmark | € 7,90 | 2-4 working days |
| Estonia | € 7,90 | 3-5 working days |
| Finland | € 7,90 | 3-5 working days |
| France | € 7,90 | 2-4 working days |
| Germany | € 7,90 | 1-3 working days |
| Hungary | € 7,90 | 2-4 working days |
| Ireland | € 7,90 | 3-5 working days |
| Italy | € 7,90 | 2-4 working days |
| Liechtenstein | € 7,90 | 1-3 working days |
| Lithuania | € 7,90 | 3-5 working days |
| Latvia | € 7,90 | 3-5 working days |
| Norway | € 7,90 | 3-5 working days |
| Poland | € 7,90 | 2-4 working days |
| Portugal | € 7,90 | 3-5 working days |
| Romania | € 7,90 | 3-5 working days |
| Spain | € 7,90 | 3-5 working days |
| Sweden | € 7,90 | 3-5 working days |
| Switzerland | € 7,90 | 3-5 working days |
| The Netherlands | € 7,90 | 1-3 working days |
| UK | € 7,90 | 3-5 working days |
9. Where can the items be delivered?
Orders placed on merch.bilsteingroup.com can be shipped worldwide to any delivery address you prefer. You can enter your preferred delivery address during checkout. Before you complete your order, the shipping costs will be shown. Orders cannot be delivered to a PO box.
10. Are customs duties, import taxes, or local fees included for non EU countries?
No, not included.
Returns and support
11. When can I cancel an order if I change my mind?
You can cancel your order at any time as long as you haven’t entered your payment details yet. Once your payment details have been submitted and your order has been confirmed by email, you can no longer cancel your order online.
12. Can I return products?
From the moment your order is delivered, you have 14 days to review it. If you’re not satisfied, you can return or exchange the item within 14 days. Send the item with the completed return form to:
bilstein group Merchandise Support
Delftweg 104b
3043 NA Rotterdam
Return shipping costs are at your own expense. The purchase amount will be refunded to the account or credit card you used to pay. If you return the entire order, any paid shipping costs will also be refunded.
The return period begins from the moment the product is delivered.
13. How long does it take to receive my refund?
Please allow up to two weeks for your refund to be processed from the moment we receive your returned product.
14. What condition must returned products be in?
Products must be unused, returned in their original packaging, and have all original labels attached.
15. I received a product that is damaged/broken. What now?
Sorry about that! Contact bilstein group Merchandise support via merch.bilsteingroup@keiretsu-germany.de and include your order number. We’ll make sure a suitable solution is provided as soon as possible.
Telefon: +49 21 73 89 83 131
E-Mail: merch.bilsteingroup@keiretsu-germany.de
16. I forgot my password, what should I do?
If you’ve forgotten your password, click on “Forgot password” on the login page.
We’ll send a new password to the email address you used during registration.
For security reasons, we recommend changing this password to something easy to remember after your next login.
You can update your account details at any time via the “My Account” page on merch.bilsteingroup.com.
Prices, Payment & Vouchers
17. What payment options are available?
In this webshop, you can pay using the following methods:
- Vouchers
- Credit card, PayPal or Sofortüberweisung
18. Is VAT included in the prices shown?
All prices are stated in euros, including German VAT and excluding shipping costs. For cross-border deliveries within the EU, the applicable VAT rate may vary depending on the destination country. Therefore, the final price displayed at checkout may differ from the product price shown on the website.
19. I have payment problems. What should I do?
You can contact Keiretsu customer service via merch.bilsteingroup@keiretsu-germany.de and explain the issue. They’ll help you resolve it as quickly as possible so you can complete your payment.
20. How do vouchers work?
You can purchase e-vouchers for the bilstein merch store directly in the webshop. When ordering a voucher, you can choose the amount and enter the recipient’s email address.
You’ll also be asked to provide:
- Sender’s name
- Recipient’s name
- Personal message
- Preferred delivery date
After purchase, the recipient will receive an email with a unique voucher code that can be used in the webshop.
The voucher code can be used in the bilstein merch store:
- Add your desired items to the shopping cart
- Go to the cart or checkout
- Enter the voucher code in the designated field
- The voucher value will automatically be deducted from the total amount
Privacy and Security
21. What do you do with the data I enter on merch.bilsteingroup.com?
We store the data you provide during registration so your order can be processed as quickly and efficiently as possible. The data is not used for any other purposes.
22. Do you share my data with third parties?
No. Keiretsu Germany GmbH and bilstein group respect your privacy and treat your personal information confidentially. Your data is only used to process your order or, if you’ve subscribed, to send the newsletter.
23. Is my data stored securely?
Yes. Keiretsu Germany GmbH and bilstein group take appropriate measures to store your data in a secure and protected environment. Your personal data is transmitted in encrypted form and stored securely.
24. Who has access to my data?
Only bilstein group and its service providers (Keiretsu Germany GmbH and Keiretsu Europe B.V.) have access to your data. This is only used to process your order or send newsletters if you’ve opted in.
25. I already have an account with a bilstein group dealer. Is my webshop account linked to that account?
No, webshop accounts and orders are completely separate from any other bilstein group accounts you may have.
26. Is my data transmitted securely over the internet?
Yes. We use SSL technology (Secure Socket Layer) to protect your data. You can recognize this by the padlock icon in your browser when using secure parts of the website.
Customer Service
27. How can I contact customer support?
Customer support is available by phone on business days at +49 21 73 89 83 131 or by email at merch.bilsteingroup@keiretsu-germany.de.
28. What are your customer service opening hours?
Our customer service is available on business days from 8:30 AM to 5:30 PM.
29. In which languages is support available?
Our Customer Support team is available in German, English and Dutch.
Account
30. Do I need an account to place an order?
No, creating an account is not required. You can place your order as a guest and complete your purchase without registering. However, creating an account allows you to save addresses, and enjoy a faster checkout experience for future purchases.
31. How can I delete my account?
To request the deletion of your account, please contact our support team. Simply send an email to merch.bilsteingroup@keiretsu-germany.de, and we will process your request as soon as possible.
32. How Can I Update My Account Details?
You can manage your account information through your account dashboard. After logging in, you can:
- Update your contact information
- Manage your billing and shipping addresses
- Change your newsletter subscription preferences