FBK Customer Service

FBK Customer Service – What does the Kaufland Customer Service handle?

Kaufland customer service handles 1st-level customer inquiries (excluding product-specific and invoice-specific inquiries) up to twelve months after the date of purchase. This includes, for example, inquiries about the delivery status of an order or returned goods, including purchase price refunds. Customers can contact Kaufland.de customer service in writing via the online contact form and by e-mail or by telephone. Customer service hours are Monday through Saturday, 8:00 a.m. to 10:00 p.m., excluding federal holidays.

FBK Customer Service – When do we need the seller’s cooperation?

Customer inquiries that cannot be processed by Kaufland.de customer service or require the assistance of the seller are forwarded to the seller via the Kaufland.de ticket system for processing. In the interest of the seller and/or the customer, tickets may also be forwarded to enable direct exchange between seller and customer for successful case solution.

This applies in particular to inquiries on the following topics:

Repairs
Spare parts
Discount / Partial refund*
Invoices
Product information
Inquiries after 12 months from date of purchase

Contractual agreements such as the seller’s GTC or the basic seller guidelines of the marketplace apply to the processing of all inquiries.

* Important: Sellers are not able to transact (partial) refunds themselves for orders delivered by Kaufland. In these cases Kaufland.de customer service needs to be involved in the ticket.

What to do in cases of cancellations or (partial) refunds when using Fulfillment by Kaufland?

In principle, the same rules apply to shipping by Kaufland as to shipping marketplace orders from their own warehouse. Please note that sellers are not able to cancel orders or issue (partial) refunds for orders shipped by Kaufland. In this case, please involve Kaufland customer service. To do so, please click on "Choose action" in the ticket and select "Involve Customer Service". Kaufland Customer Service will immediately take care of the cancellation / (partial) refund.