Frequently asked questions to our customer service
If you have not received a suitable answer, we look forward to receiving your enquiry by e-mail to info@1a-neuware.de or by telephone on +49 4143 - 329590 (Mon-Fri, 09:30 - 16:30)
Frequently asked questions about the shop / order
Ordering from us is very easy. Select your items and add them to your shopping basket in the desired quantity by clicking on "Add to basket".
Click on the shopping basket symbol at the top right and on "Add to basket" to go to your shopping basket. Here you will find an overview of all the items currently in your shopping basket. You still have the option of removing individual items from the shopping basket, changing the quantity or returning to the shop to add further items. You can continue the order process by clicking on the "Checkout" button.
You now have the option of using your existing account, registering for the first time - to make it easier to place subsequent orders and keep track of your orders at all times - or ordering as a guest without a customer account.
Next, enter your billing address and, if applicable, a different delivery address and select the desired shipping service provider - DPD or DHL - and the desired payment method.
Please check all details again, in particular whether an error has crept in when entering the e-mail address, and then finalise your order by clicking on "Order with obligation to pay". As soon as we have received your order, you will receive an order confirmation by e-mail.
Click on the shopping basket symbol at the top right and on "Add to basket" to go to your shopping basket. Here you will find an overview of all the items currently in your shopping basket. You still have the option of removing individual items from the shopping basket, changing the quantity or returning to the shop to add further items. You can continue the order process by clicking on the "Checkout" button.
You now have the option of using your existing account, registering for the first time - to make it easier to place subsequent orders and keep track of your orders at all times - or ordering as a guest without a customer account.
Next, enter your billing address and, if applicable, a different delivery address and select the desired shipping service provider - DPD or DHL - and the desired payment method.
Please check all details again, in particular whether an error has crept in when entering the e-mail address, and then finalise your order by clicking on "Order with obligation to pay". As soon as we have received your order, you will receive an order confirmation by e-mail.
You are of course free to place your order via the online shop, telephone, fax or e-mail. Please note, however, that only the payment methods PayPal and prepayment are available for orders by telephone, fax or e-mail. If you would like to order on account, by credit card or other payment methods, please place your order directly in the online shop.
If you have not yet received a dispatch confirmation email with tracking information from us, simply send an email to info@1a-neuware.de or give us a call: +49 4143 - 329590 (Mon-Fri from 09:30 to 16:30). We will cancel your order for you and refund any amounts already paid.
Please understand that we cannot cover the return costs if you cancel an order. This is the only way to ensure that we can offer our customers all products at the most attractive prices.
You are free to choose the service provider for the return shipment. Experience shows that the costs are lowest with Hermes. Please use our home address as the recipient address.
You are free to choose the service provider for the return shipment. Experience shows that the costs are lowest with Hermes. Please use our home address as the recipient address.
You can return any item within 2 weeks of delivery without giving reasons. Please note that the costs for the return shipment are at your expense and that the full purchase price can only be refunded if the item is returned unused and in its original packaging.
For the payment method "purchase on account", we work together with the payment service provider RatePay, which also handles the subsequent e-mail communication with you and sends the invoice documents. Unfortunately, it may happen in individual cases that an e-mail could not be sent due to the system. In this case, please contact us immediately by telephone or e-mail so that we can resend your invoice.
We offer various gift vouchers. Whether it's a birthday, christening, Mother's Day, Christmas or any other occasion - you'll find the right gift voucher for the desired order value.
To our gift vouchers
To our gift vouchers
Frequently asked questions about our products
The term "content" always refers to the total volume of a pot, i.e. the capacity when filled to the top, as this is the only objectively measurable quantity. The usable volume (recommended filling quantity) is approx. 15 - 20% lower for saucepans.
For pressure cookers, please note that the usable volume is approx. 30% lower.
For pressure cookers, please note that the usable volume is approx. 30% lower.
The specified diameter is always the upper diameter. The base diameter is usually approx. 2 - 5 cm smaller, depending on the size and shape of the pan.
Rust film can also form on stainless steel items. This happens, for example, if the item is washed in the dishwasher together with non-stainless items or is not taken out of the dishwasher and dried immediately after washing. These stains can generally be easily removed with a commercially available stainless steel cleaner. However, if they are not treated over a longer period of time, the stainless steel can also be attacked and damaged.
Some manufacturers use standardised packaging for all their cutlery ranges. Therefore, the photo on the box generally does not correspond to the contents. The name of the cutlery actually contained is usually written in small letters on the side of the box. Please check the contents by opening the box - if the delivered goods do not correspond to those ordered, an exchange is of course possible despite the original packaging having been opened.
Only uncoated cast iron or forged iron pans need to be baked on before first use. These should also not be cleaned with washing-up liquid during subsequent use. This creates a kind of patina with a certain non-stick effect over time. Pans with a non-stick or ceramic coating, enamelled cast iron pans and stainless steel pans are not baked on.