FAQ

Please fill out our contact form and state a reason. This process can’t be undone.

Enter your internal order number in the checkout under step 3.

Your e-mail address serves as a login for the Neuland® Online-Shop. In combination with your secret password, it is the key to your customer account. Change your e-mail address under "Personal data" in your customer account.

You can redeem your online points in the shopping cart with the slider control. Get more information here.

Please fill out the form. After you submitted it a new password will be generated and sent to you by e-mail. Please be patient! This can take a few minutes. If the form is sent multiple times, a corresponding number of passwords will be generated. If you still don’t receive the password, please check your spam folder. Of course you can change the automatically generated password according to your wishes.

For convenient surfing on neuland.com we recommend the latest versions of the browsers Google Chrome or FireFox.

The classic catalog has not existed since 2017. There is a basic price list which can be found as a PDF in the shop and requested as a hard copy under Service / Help.

Neuland works with distributors all over the world. A list can be found here. If you can’t find a sales partner on site, please contact us.

Currently they don’t exist. You can order online, by email and by phone or shop directly in Eichenzell.

In the shopping cart or the check-out voucher field.

Place all selected products in the "shopping cart" and send us your offer request via the button "send offer request”. As soon as we receive your request, the shipping costs will be calculated and added. Then you can continue your order and complete the payment. Please note that in some cases this may take a few days because we’re looking for the best possible delivery option. You will receive an email from us once your order can be completed online. If certain import policies apply in your country, they will be discussed with you in advance.

Once you submit your request, it is not possible to change, add or omit any products. Should a change be desired, please send us a new request. Get more information here.

Please enter it in the billing address in the field "Company VAT No." which starts with your country code without commas, spaces or dots. Please note that the VAT No. no must match the company name, legal form and location of the billing address.

No. However, there’s always a shipping fee.

No. For technical reasons we can’t offer vouchers.

Our service for you: for cost-effective transfers we offer several accounts / banks.

Neuland works with distributors all over the world. A list can be found here. If you can’t find a sales partner on site, please contact us.

Currently they don’t exist. You can order online, by email and by phone or shop directly in Eichenzell.

Currently this is only possible within Germany via DPD or DHL (delivery within 24 hours, until 18 o’clock, only on weekdays, SAT / SUN / holidays excluded).

You can track your parcel deliveries and freight shipments "My Account > My Orders > Details > Shipment Tracking Link".

You will receive your invoice by email after completion of your order. You can enter a fixed recipient address for invoices in your customer account under "Invoice / Delivery":

Please contact us if you would like to receive your invoice by mail: www.neuland.com/en/Contradiction-PDF-Invoice

After your product selection and order completion you will receive the invoice in advance by email within 1-2 work days. Bank data IBAN / BIC are listed. For urgent deliveries, we recommend another online payment method.

Whiteboard markers bleed heavily through paper and quickly get empty. Possibly the tip also wears off quickly. Avoid writing on whiteboards with markers for paper. They possibly smear and are difficult to remove.

The outliner has a different ink composition that can cause clogging if residual ink remains in the needle or the bulb (rinse the needle with water after each use to prevent residual ink from remaining in it).

The Outliner (color code: 010) has a special water based ink that doesn’t smear or blur when painted over with another marker. It’s particularly suitable for contours that remain clean and sharp when colored afterwards. Otherwise with the black lines of the "normal black" (color code: 100), they can quickly become blurry and dirty after subsequent coloring.

Find here an explainer video in our YouTube channel.

No. Many customers buy the empty marker and fill it with whiteboard ink (but we can’t guarantee).

This means the color “grey“ (color code: 101). Mostly the Neuland BigOne® is ordered.

Neuland® markers are refillable. Find detailed instructions here.

Spare parts are not sold online. Please contact your sales team.

Please take a look at our instructions.

Basically, you can purchase almost every case / bag empty. Obtain information regarding price and item no. from your sales team (not available online!).