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FAQ


Table of contents



General questions


How can I contact BURG?
Use one of the three possibilities:

  • Contact form: Please click here and fill in the contact form. We will contact you as soon as possible.
  • By phone: Info-Hotline: +49 (0) 2335 6308-450
  • Mail: webshop@burg.de


Do I have a right of withdrawal?
Please read here our cancellation policy.

Where can I subscribe or unsubscribe to the newsletter?
You can log in on any page, in your user account or here für Subscribe to our newsletter.

Are there technical requirements to be able to order?
a smooth order you need a current browser, such as Firefox from version 1.0, Netscape from version 7.2, Opera from version 7.5, Internet Explorer from version 6.0 and under Mac OS X Safari from version 1.1.

Questions about safety:


I have forgotten my password. What now?
Click here here, to have a new password sent to your email address under which you have created your user account in our webshop.

Is it safe to use my credit card?
Yes, all payment transactions are encrypted using 3-D Secure (SSL) technology. Encryption converts the characters you enter into a code that is then securely transmitted over the internet.

Does this website use cookies?
Please click here, to read our privacy policy.

What happens to my personal data?
In order to protect your data against accidental or intentional manipulation, loss, destruction or access by unauthorised persons in the best possible way, we use technical and organisational security measures. Our data protection practices comply with the provisions of the German Federal Data Protection Act (BDSG) as well as other data protection regulations on the Internet.


Questions about products:


You are not sure whether you are choosing the right lock or you cannot find the right lock in the online shop?
For general enquiries regarding product advice, please contact our customer service directly at webshop@burg.de or by phone +49 (0) 2335 6308-450. We are happy to help you!

Are you looking for a BURG product that you cannot find online?
That is no problem. Please send us a photo to webshop@burg.de. We will check your request carefully. Please do NOT send us samples by post or parcel service, as these can be replaced by photos in most cases. Samples sent to us require organisational effort, which we would like to avoid. For any returns we charge a handling fee of 9,76€ and the regular shipping costs.

How do I find the right lock?
To do so use here our intelligent product finder. Step by step, we guide you to your lock.

Do you send samples? 
Every day, we receive requests for samples and inspection copies. It is important to us that everyone who is interested can get an idea of our products, but each sample order requires the same effort as a normal customer order. We therefore recommend that the dimensional drawings and photos available in the webshop are used first to get a first impression of the nature of the product. If it is necessary to test the product on site, we advise that the relevant items are ordered from the webshop. The advantage is that the webshop products are usually available for immediate delivery. If you are not satisfied with the product, you can send it back to us (return) and we will refund the purchase price.

Questions about the order

Can you make me an offer?
This depends on the quantity. We receive many requests for quotations for very small quantities every day. However, as an industrial manufacturer, we are unable to provide quotations for very small quantities for organisational reasons. However, attractive graduated unit prices are available for various products. Please contact us to see the corresponding prices. Do you need industrial quantities (+ 1000 pieces)? Our sales department will be happy to make you an attractive offer tailored to your needs. Please get in touch with us.

Is there a minimum order value?
No, order according to your needs.

Can I check the shopping basket again immediately before ordering?
After you have placed all the desired items in the shopping cart, you can check and change your shopping cart again and continue your order by entering your address or customer number. To do this, click on the shopping cart symbol.

How do I know that you have received my order?
After receipt of your order you will receive a confirmation email.

Can I add something to an existing order?
No, your order will be processed immediately upon receipt. An addition must therefore be made in the form of a new order.

What does the order status mean?

  • Pending: Order received and under review.
  • Cancelled: Order has been cancelled by you.
  • Completed: Order has been shipped with tracking number.


What payment options do I have?
We offer the following payment options:

  • Credit card
  • Direct debit
  • Immediate bank transfer
  • PayPal
  • Payment by invoice
    (from the 2nd order)


Your credit card account and direct debit will be debited by our partner, the company Saferpay, upon completion of the order. If you have any problems with the payment processing, please contact us.

How is the contract concluded?
After clicking the button "BUY NOW" and confirming the terms and conditions and the cancellation policy, you confirm the purchase. The contract is concluded after sending our order confirmation.

Are my orders stored?
Your orders are stored in the shop. You can view your orders at any time in the shop under "My user account" after logging in with your access data.

Can I claim a tax-free intra-Community supply?
If you order from an EU country that allows a tax-free intra-Community delivery, our accounting department will be happy to issue an invoice for this tax-free intra-Community delivery. If required, please send us a note by e-mail.Before lacing your order. VAT will be shown there in any case.

I have a customer number at Burg-Wächter, can I use it to order from you?
The Burg-Wächter company was spun off from BURG Lüling GmbH & Co. KG in 1925 as an independently run sister company by Alfred Lüling. Since then, the two companies have been operating completely separately in organisational terms, even though the former connection remains visible in the brand name. Consequently, there is also no common customer database.

I am in a trade association (Nord West, EDE) – Can I order via it? 
Currently, this is not possible. BURG Lüling GmbH & Co. KG primarily supplies the industry, not the specialist trade. It is therefore not possible to invoice us via a trade association.

Do you deliver to switzerland?
Yes! Via MeinEinkauf.ch, private customers and companies with their place of residence or business in Switzerland (or Liechtenstein) can purchase goods from BURG in Germany and have them sent to their address in Switzerland. As a customer of MeinEinkauf.ch you will receive an @MeinEinkauf.ch email address. If you use this email address and purchase and pay for goods on account of Mein Einkauf GmbH (Germany), your purchase will be delivered duty paid and taxed by MeinEinkauf AG (Switzerland) directly to you in Switzerland. You do not have to pay any import duties or presentation taxes. c For a delivery from BURG, you thus pay - often even without shipping costs - the same final price as customers in Germany (in euros) and to MeinEinkauf.ch only a service fee from CHF 17.90 (see price list), which includes customs clearance and shipping to your address in Switzerland or Liechtenstein.

Questions about shipping:


From its Hagen location, BURG ships daily with DPD, one of the largest parcel service networks in Europe. DPD ensures maximum transparency and flexibility in parcel shipping. DPD has 78 depots and 6,000 pick-up parcel shops throughout Germany. 8,000 employees and 10,000 delivery staff are at work every day. DPD is the number 2 in the German parcel market and transports 350 million parcels a year, around a third of them to private recipients, completely climate-neutral, at no extra cost to you.

Do you also deliver abroad?
We deliver to various countries. You can find the list under https://burg-schliesssysteme.de/versandkosten/

How much are the shipping costs?
Varies depending on the country. You can find the exact prices under  https://burg-schliesssysteme.de/versandkosten/ 

How quickly will my order be delivered?
As a rule, the processing time from order to delivery is 2 - 3 days. The current delivery time is indicated on each product page

For larger order quantities, the delivery time of the items / the order may change under certain circumstances.

For items with different delivery times, we may wait to ship the item with the latest availability, unless we have agreed otherwise with you.

The shipping time by DPD is usually 48 hours. Please note that we cannot influence any delays by the carrier.

How can I track my delivery?
If you have not yet received your current order, please check first whether it has already been shipped to you, especially if you have not yet received a shipping confirmation by e-mail. The shipping confirmation contains a link with the DPD shipment number. You can use this link to track your shipment and see where your order is currently located. However, if you have any problems or questions about your shipment, please contact us by email at webshop@burg.de or contact us by phone at +49 (0) 2335 63080. We will be happy to help you!


Questions about returns / complaints:


In order to ensure a smooth, prompt and transparent processing of returned goods, we generally ask you to observe the following procedure.

Return due to withdrawal
You would like to withdraw from the purchase contract?
You can revoke the purchase contract up to 14 days after receipt of the goods without giving reasons and return the goods free of charge within a 14-day period after revocation for a refund of the purchase price. You can find out more about the right of withdrawal here.

IIn the event that the goods are returned on the basis of a right of revocation, you shall bear the costs of the return shipment.

In principle, we only accept returns of goods that meet the following requirements:

  • unused
  • Original packaged
  • clean, dust-free and undamaged
  • Saleable condition
  • Part of the current catalogue



Before each return, please send us online a Return request. Send the goods to the following address:

BURG Lüling GmbH & Co. KG
Retoure Team eCommerce
Volmarsteiner Straße 52
D-58089 Hagen (Germany) 


We ask you to keep the receipt for possible queries in the case of returns by parcel service. After receipt and examination of your return, you will be refunded the item price.

The goods and packaging are assessed by our company's incoming goods inspection department.

Complaint due to a defect or wrong delivery
Your item has been delivered faulty or incorrectly?
Please contact our customer service at webshop@burg.de or by telephone on +49 (0) 2335 6308-450. We will then explain the further procedure to you.

Please note: We generally cannot accept forward carriage shipments! Expensed postage costs will be refunded on request if you have received incorrectly delivered or defective goods.

The goods and packaging are assessed by our incoming goods inspection department.
Please understand that we may assert claims for compensation in the event of damage caused by improper operation or defective packaging.

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