FAQ

Frequently Asked Questions for IKRA Onlineshop

 

Overview / Selection:

 

Customer account

 

What is "My account"?

In "My account" you have access to your personal settings, e.g. you can change your password or billing address here. In addition, you can also view your last orders. You can find more comprehensive details here: My account

 

What is the Newsletter?

We can keep you up-to-date with the current offers by email with the Newsletter. You can subscribe or unsubscribe to the Newsletter at any time via "My account". You can also sign up for the Newsletter at the bottom of every page in the website.

Newsletter

 

Can I also place orders without registering? (Guest access)

In the IKRA online shop, you can also order with a guest access. If you create a customer account as a new customer, you will receive a 10% discount on your first order. You can find more comprehensive details here: My account

 

How can I register?

When you reach the checkout as a new customer, you will be requested to create a customer account. You can find more comprehensive details here: My account. Alternatively, you can also create a customer account and register through via the "My account" button before placing an order.

New customer IKRA

 

How do I log in if I am already a customer?

You can log in via the "My account" button at the top right with your username (email address) and password. However, you can also fill out the same log-in dialogue field for the first time when moving from shopping basket to checkout. Logging in enables your data to be saved so that you do not need to enter it anew.

 

What do I do if I have forgotten my password?

Follow the description on our info page "Forgotten password?". There is a good description here to tell you how to reset your password.

To create a secure password, select a combination of upper-case and lower-case letters, numbers and special characters such as !, ?, $, etc. Do not tell others your password. Your password can be changed at any time in the customer account.

 

My address has changed. What to do?

You can change your address in your customer account as soon as you have logged in, or also at the checkout when completing the order process. As soon as you have changed your address, this will be saved as your new address in your customer account and will be used for future orders.

Billing address

 

Article

 

How can I find an article?

You can enter your search terms directly in the search field at the top of the page or browse for articles via our categories. You can find further details here: The order process. If you are looking for spare parts, you can find a detailed description for ordering spare parts here: Ordering spare parts from IKRA

 

How can I order articles?

You can order articles by placing the article in the shopping basket from the detail page and then going to the checkout. You can find details here: The order process. If you would prefer to place your order by telephone, please contact our customer service department who will be happy to help you: +49 (0) 6071-3003-0

 

How do I get spare parts and accessory parts for IKRA gardening tools?

You can order spare parts and accessory parts directly from us in the online shop:

Accessories shop with original IKRA accessories

Spare parts shop with original IKRA spare parts

 

How do I order spare parts for older IKRA devices?

You can find details for this here: Ordering spare parts

 

How do I order accessories for older IKRA devices?

You can find details for this here: Ordering accessories

 

I can’t find the spare part I’m looking for!

You can find details for this here: Ordering spare parts. If you have additional questions, please contact our customer service department who will be happy to help you. We will also be happy to help you via telephone to find the right spare parts for your IKRA gardening tools.

 

What is the "Wish list"?

If you want to save an article for later purchase, you can save it in your customer account by clicking on the "Add to Wish list" link. The Wish list opens by clicking on the "Add to Wish list" link on the article's detail page. The selected article is now in the Wish list. You can find further information here: Wish list

 

How can I compare articles with one another?

Want to compare articles? You can call up comprehensive details for article comparison here: Comparing articles in the shop

 

I have misplaced my operating instructions. Where can I find online operating instructions on the IKRA website?

All manuals for our gardening tools are also available online under Operating instructions. Simply enter the equipment designation in the search field there. The operating instructions available will be shown. Now click on the designation of the operating instructions under the "Article name" column. The IKRA device manual will open. You will need Adobe Acrobat Reader to open the online operating instructions.

Manual IKRA suchen

 

Can’t find the operating instructions for your IKRA device online?

We are constantly working to keep our website up-to-date. If you are not able to find the operating instructions that you are looking for in our Operating instructions section, please get in touch with us via the Contact form. We will then send you the desired operating instructions by email.

 

Can’t open the operating instructions online?

Have you looked for a manual for your IKRA gardening tool in our Operating instructions section? You have found this but cannot open it? You will need Adobe Acrobat Reader to open the document. Please download this accordingly.

Adobe Acrobat Reader Download

 

Ordering & invoicing

 

I have never placed an order in an online shop!

Read the two most important documents for this: Customer accounts & The order process . These two documents will be of great assistance with your first online order. You can also simply give us a call: +49 (0) 6071-3003-0. We would be delighted to help you with your order.

 

Is there a minimum order amount?

No. There are no minimum order amounts or minimum order values in our shop.

 

How do I know that IKRA have received my order?

After you have placed an order in our online shop, you will receive an automatic order confirmation by email.

 

I have not received an email order confirmation!

Occasionally, the order confirmation can land in your Spam folder. Please check this. Another reason: You may have made a typo when entering your email address in the customer account. Please give our service hotline a call if you are unsure and they will be delighted to help you. +49 (0) 6071-3003-0

 

Where can I see the status of my order?

You can see your order status by logging in to your customer account and switching to "My orders" in the overview page. You can see the current status of your order in Order status. For example, "Shipped". So, you know that your order is already on its way to you. Or, you see the status "Delayed". This, for example, means that there has been a delay in shipping. Or, you see the status "Return received".So, you know that we have received your returned item. If you see "Order has not yet been processed", you know that the order is still being processed. 

 

How do I pay in the online shop?

At the moment, we offer the following payment methods: Pre-payment, PayPal, SOFORT Banking, Credit Card (VISA and Mastercard) and cash on delivery. You can find details for this under "Payment".

 

Where do I enter my 10% new customer discount?

Enter the voucher code that you received by email, in the shopping basket. You can find details for this under "New customer discount". There is a good description here to tell you how to use the code. By the way, the 10% voucher is not only for new customers but also for every article review here in our online shop.

 

Can I see my order online?

Yes, all of your orders are listed in your customer account. You can find more comprehensive details here: My account

 

How do I cancel my order?

Please contact our friendly customer service team. We will be happy to assist you.

+49 (0) 6071-3003-0

You can also use our Contact form.

 

I can’t find my invoice any more!

We would be happy to send you a new copy of your invoice. Please contact our friendly customer service team for this. We will be happy to assist you.

+49 (0) 6071-3003-0

You can also use our Contact form.

 

Shipping & delivery

 

What are the shipping costs?

With orders of 50.00 EUR or more, to be delivered in Germany, shipping is free. You can find all shipping information (Germany and Europe) here: Shipping costs

 

How will the articles be shipped?

We use the DPD parcel service for delivering our articles. We also use shipping companies for certain equipment. (e.g. heavy equipment such as petrol lawn mowers))

 

What countries does the IKRA online shop deliver to?

You can find details for this under: Countries

 

Can I also send the article ordered to another address?

Yes, this is no problem. You can specify a different delivery address when you place your order, or in your customer account.

 

Will I be informed of the status of my shipment?

With the DPD Paketnavigator, you can keep an eye on your package at all times and can control when and where your package will be delivered, if you are not going to be home. You can track your shipment directly in the DPD Paket Navigator App. You can download this from the App Store or from Google Play. Alternatively, you can also track your shipment without using the App via paketnavigator.de in the Internet. On the day of delivery, DPD will give you a one-hour time window for the delivery via live tracking in the Paket Navigator. This enables you to know exactly when the DPD delivery agent will ring your doorbell, until just before the actual delivery.

 

Does IKRA deliver to package stations?

We use the DPD parcel service for delivering our goods. For this reason, it is not possible to deliver to package stations.

 

Is express shipping available?

Unfortunately, express shipping of your orders is not currently available.

 

I have not received my order. The shipping time has been exceeded!

Please contact our friendly customer service team. We will be happy to assist you.

+49 (0) 6071-3003-0

You can also use our Contact form.

 

My order was delivered on a pallet. Am I responsible for the disposal of this?

If we deliver an article to you on a wooden pallet, for example a petrol lawn mower, then such pallets are always disposable pallets. Such pallets will not be collected by us or by the shipping agent or by the package delivery personnel. Please dispose of this at a recycling centre. Contact your local authority or the local council for details on the disposal.

 

How do I return an article?

Details for returns, based on the right to cancellation and guarantee or repairs, can be found here: Returns

 

How long do I have the right to return an article?

You have a return period of 14 days for articles from the IKRA online shop. Further details on the right of return: Cancellation instructions

 

Do I have to pay the shipping costs if I return an article?

If you return your ordered article within the 14-day return period, we will pay the costs for the return shipment (Germany only, details in the Cancellation policy). You will receive a return label by email or a shipping agent will agree a collection date with you. In the event of a complete return, we will also refund the initial shipping costs already paid for your order. If you are only sending part of the shipment back, there is no refund of shipping costs. 

 

Warranty

 

What is the guarantee on IKRA equipment?

You can find detailed information regarding guarantees under the following points: "Service & guarantee". There you can find important information for the guarantee, guarantee times and our services.

 

What is the "15-year service guarantee"?

You can find details for this service guarantee here: 15-year service guarantee

 

How does the guarantee extension work?

You can extend the guarantee in the shopping basket during the order process. You can add the guarantee extension to your order with just one click of the mouse in the shopping basket. You can find details for this here: Guarantee extension: 4 years

 

Data protection

 

What is IKRA's data protection policy?

Protection of your personal data is very important to us. You can find details for this under Data protection.

 

What are cookies?

In order to make visiting our website more attractively and to enable use of certain functions, we use so-called 'cookies' on various pages. These are small text files that are saved on your end device. Several of the cookies used by us are deleted again after the end of the browser session, i.e. after your browser is closed (so-called 'session cookies'). Other cookies remain on your end device and enable us to recognise your browser again the next time you visit us (persistent cookies). You can set your browser so that you will be informed when cookies are created, and you may decide individually regarding whether cookies should be rejected in certain cases or in general. The functionality of our website may be limited by not accepting cookies.

 

Is purchasing in the IKRA online shop safe?

Of course, purchasing in the IKRA web shop is safe. Note the "https” at the start of the URL in the address field of your browser window (Mozilla Firefox, Google Chrome, Apple Safari, Internet Explorer, etc.). The "s" in "https" shows you that your session in our shop is secure.

IKRA https

Click on the "i" for information for details on the connection security.

IKRA Browser Secure Connection

If the connection is shown as "not secure", simply extend the address in the address field with the "https://" and the connection is now secure. If you enter the shopping basket or checkout areas, this happens automatically. Always pay attention to the address field. Enter sensitive data only in "https" areas. 

Secure connection

 

Is my password secure?

To create a secure password, select a combination of upper-case and lower-case letters, numbers and special characters such as !, ?, $, etc. Do not tell others your password. Your password can be changed at any time in the customer account. Forgotten your password?

 

IKRA general

 

Who or what is IKRA?

Get to know us: Company history & Your IKRA advantages.

 

What are the advantages if I place an order with www.ikra.de?

As a new customer, you will receive a 10% new customer discount. You have the option to extend the guarantee from 2 to 4 years. In addition, we have an excellent accessories and spare parts service. You can find further details of your advantages here: Your IKRA advantages:

  1. 40 years of experience
  2. 10% new customer discount
  3. Guarantee / Guarantee extension
  4. Free shipping from EUR 50.00
  5. Original IKRA spare parts & accessories
  6. Great service: Customer service

We are delighted that you have chosen IKRA gardening tools.

 

How do I reach IKRA by phone?

+49 (0) 6071-3003-0

Unsere Servicezeiten:

Monday - Thursday 08:15 - 12:30 CET
13:15 - 17:00 CET
Friday 08:15 - 12:30 CET
13:15 - 15:45 CET

 

Will IKRA repair my equipment after the guarantee period has expired?

Yes, of course - we are your competent partner for the repair of our branded equipment even after the manufacturer's guarantee period has expired. We would be delighted to advise you and create a price estimate, free of charge. You can find details here: Repairs

 

Are the gardening tools "Made in Germany"?

You can find details for this under "Made in Germany". Here you can find comprehensive information about our equipment, which is manufactured in Germany, and about the advantages of our "Germany" site.

 

How do I evaluate products in the online shop?

You can submit product reviews in our shop via Trusted Shops. These will be shown directly on the respective article page. We are always delighted to receive praise and criticism. After submission, you will receive a 10% voucher by email as a thank-you for taking the time and trouble to do this. 

 

Why should I submit a "Trusted Shops" review?

Trusted Shops reviews are a perfect opportunity to receive direct feedback from our customers, regardless of whether praise or criticism. These reviews offer the best opportunity to optimise our processes. We would also be delighted to hear from you via email or via the contact form. We would be happy to hear your opinion. We will also post comments on the Trusted Shop reviews. We are delighted to receive each customer review.

 

How do I submit store reviews & product reviews?
(Trusted Shops is only available in German language)

Trusted Shops reminds you by email about your shop and product rating. Here is a link to submit the ratings directly. If you no longer have this email, you can also access the rating via your Trusted Shops account. Incidentally, if you provide a product rating, you will receive a 10% discount code for our online shop. Here is how you can submit a review via your Trusted Shops account:

Login page at Trusted Shops: (German)
https://my.trustedshops.com/orders?set_lang=2&kc_locale=de

Trusted Shops Login

If you have forgotten your password, click on the "Forgotten?” link.

Trusted Shops Product Reviews IKRA

At the prompt “Forgotten your password?”, enter your email address. You will immediately receive an email with a link to change your password.

Trusted Shops Product Reviews IKRA

After clicking on the link in the email, please enter your new password in the opened window of the browser and confirm this.

Trusted Shops Product Reviews IKRA

After you have entered your new password and confirmed it, your account will open. Here, you will see an overview of your orders in the IKRA shop.

Click on "Rate Shop" to rate IKRA's online shop in general, e.g. customer service, delivery punctuality, goods.

Trusted Shops Product Reviews IKRA

Award up to 5 stars for "Delivery" (Did the goods arrive on time,...), "Goods" (Are you satisfied with the delivered goods,...) and "Customer Service" (Did you contact customer service,...). Finally, you have the option of entering an individual comment on the rating. Please feel free to share your positive and negative experiences with us. Now click on the "Rate now" button. Your rating is now online.

Trusted Shops Product Reviews IKRA

If you have rated IKRA's online shop in general, you can rate the product you ordered. To do this, click on "Products". All products that you can rate will open.

Trusted Shops Product Reviews IKRA

Here you now have the possibility to award the product up to 5 stars. You can also add a comment to your review.

Trusted Shops Product Reviews IKRA

Thank you for taking the time to rate the IKRA shop and the products.

If you provide a product rating, you will receive a 10% discount voucher on your next purchase.

You can see all Trusted Shops shop ratings by clicking on the Trusted Badge at the bottom right of the screen.

Trusted Shops Product Reviews IKRA
(Sample: Trusted Badge from 15/06/2018)

You can see since when our shop has been Trusted Shops certified. You can see up to what amount your online order is secured in our webshop. In the next field, we show you how many customer reviews our shop already has. As of June 2018, for example, there were already 357 reviews. In the field next to it you see the overall ratings for our shop marked by stars and a rating average. In the last field, customer reviews are displayed in alternation. Your rating will also be displayed here. By clicking on the fields you will receive further information or access our review profile.

All product reviews can be found in the form of stars directly next to the products. Here is an example:

IAM 40-4325 product review

Once you have opened the product, you can read all customer reviews of the product in detail in the "Product Reviews" tab.

Trusted Shops Produktbewertungen