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Do you have a question? Here you will find the right answers
Questions & answers about: Manage customer data
How do I create an online account?
Do you want to create your own online account?
Under 'My Account' (the male icon in the top right hand corner next to the shopping basket icon) you will find 'Create Account'. Fill in the registration form to create an account.
What are the advantages of a customer account?
There are differences between ordering as a non-registered customer and as a registered customer. As a registered customer you have the following advantages, which are not or only partially available to you as a non-registered customer.
· Faster order processing.
· Overview of open and completed orders. This is not available to non-customers.
· View and track the status of your deliveries. This is not available to you as a non-customer.
· Download invoices, delivery notes and other important documents in PDF format. As a non-customer, you will receive the invoice in PDF format with your order confirmation. Other forms are not available.
· Easy re-ordering of items. As a customer, you can create a 'wish list' to re-order products at a later date. If you are not a customer, you do not have this option.
· Store preferred delivery dates and payment methods, as well as multiple delivery addresses.
· Participate in the 'rewards programme'. You can view the points you have earned with each order. As a non-customer you will not participate in this programme.
· Notifications about specific products that you, as a customer, would like to be informed about. This service is not available to non-customers.
· Subscription orders. Customers can order supplements by subscription. Unfortunately we cannot offer this service to non-customers.
The reason we cannot offer most of our services to non-customers is due to data protection regulations. Under data protection legislation, we are not allowed to communicate with you without your prior consent, unless you choose to do so. We comply with this legislation and do not make exceptions.
Where can I find my order details?
Once you have logged in, the order details will be available in your online account in the 'View Orders' section for as long as your online account exists. The Terms and Conditions are not stored with the orders. For security reasons, you should keep and save the Terms and Conditions and all emails from Philatelic Centre Briefmarkenkiste relating to the order itself.
Have I forgotten my password?
If you have forgotten your online account password, click on the 'Forgot your password?' link at the bottom of the login screen.
Enter your email address and click 'Reset Password'.
Within approximately 15 minutes, we will send you a link to the email address you provided. From this link you can easily choose a new password.
If you do not receive this email, please check your SPAM folder and the spelling of your email address.
Questions & Answers about: All about your order
Can I change my order afterwards?
Once you have submitted your order, you will not be able to change, for example, the colour, delivery or payment method of an item. It is also not possible to add additional products. We therefore recommend that you check your order carefully before finalising it. The only option we can offer you is to send us a written message within 24 hours of completing your order stating that you wish to make any changes to the order.
Exceptions to this are products that have been specially made for you and supplements that are more than 5 years old.
I have not yet received my order. What should I do?
If your order has not yet been delivered, we recommend that you follow the steps below.
Check the carrier's e-mails
The evening before delivery, you will receive an email from the courier delivering your order. This will give you information about the time frame in which they will deliver, or a tracking code that you can use to track your order. Please note! This email may also end up in your spam folder.
Check the status of your order.
Your order may have been delayed by the carrier. If you have not received an email from the carrier and the delivery time for your order has passed, you can contact us via our contact form.
Check the delivery address.
Read your order confirmation and check that we have the correct delivery address. If this is not the case, please contact us using our contact form.
Check your letterbox.
Check to see if you have received a 'not found' message from the courier. If you were not at home at the time of delivery, the carrier may have rescheduled the delivery or left your parcel with neighbours or at a nearby collection point.
Have the above steps not helped and are you still unsure where your order is? Then contact us using our contact form. We will be happy to help!
Questions & answers about: Manage subscription
What is an annual subscription?
An 'annual subscription' is a subscription for 1 issue of supplements. Depending on the frequency of publication, the supplements are published once a year; if they are published twice (e.g. for the Federal Republic of Germany, Part 1 and Part 2), the period is extended. You will receive the next issue of a supplement by post on the day it is published. If you subscribe for more than 3 years (3 country collections), you will also receive an exclusive bonus as a thank you. If there is more than one bonus available for a subscription, you can choose the one you want.
Which supplement does my subscription start with?
Your subscription will usually start with the next issue, as well as flexible and one to five year subscriptions. We require a lead time from the time you take out a subscription. Subscriptions are always prepared for delivery on the Monday of the week before the publication date.
This means that if you subscribe by 11.59 pm on the Monday of the previous week, you will receive your first issue or supplement the following week.
What supplements can I choose from?
An overview can be found in the supplements for each country, which are still being offered by the respective manufacturers.
For some countries you will no longer find a subscription, i.e. there is no longer a supplement, e.g. because there was little demand or the country as such no longer issues stamps.
It is also possible, for example, that the printing of a preprinted sheet may be postponed until the following year if a single stamp appears.
At the bottom of each page you have the option to choose your term. We currently offer terms of one year, three years or five years. Longer terms are not available.
At the end of your chosen subscription period, we will send you an email informing you that this was the last issue of your subscription. You can then decide if you wish to renew your subscription(s).
Can I view my subscription and account details?
You can currently 'NOT VIEW' the details of your subscription in your customer account. We have redesigned the entire software and online shop. This will take some time. We have hired a programmer to do this. If you move, you can change the delivery address of your subscription yourself.
Do I get bonus points with a subscription?
Bonus points are not normally awarded for supplements purchased as part of a subscription, as subscriptions offer other benefits such as timely delivery on the publication date. In general, customers will receive bonus points when they take out a subscription, but will no longer receive bonus points for the delivery of individual supplements as part of the subscription.