WERNER app:
Pre-order and enjoy exclusive benefits!

If you’d like to use our WERNER app, you can switch from the WERNER Card to the app. We’ll transfer your data from the card to the app so that you don’t lose any benefits. To make the switch, please pop into one of our locations. Ideally, you’ll already have registered in the WERNER app beforehand. Our team will then scan your WERNER Card and the QR code in your app on site. Your existing data will then be transferred, and your old customer card will be deactivated and stay with us in the shop.

Our WERNER app is available free of charge in the App Store and on Google Play. After downloading it, we’ll ask you to enter your contact details, such as your email address. Once you’ve chosen your password and completed registration, you’ll receive an email from us asking you to confirm your registration. After that, all the app’s features are available to you. If you’ve also agreed to marketing options, you’ll need to confirm these in a separate email as well.

Were you trying to register or request a new password, or are you waiting for your order confirmation? Please check your spam folder – the email may have ended up there. If you can’t find our email there and you’re sure you used the correct email address, feel free to use the contact form in the app under “Mehr – Support / Feedback” (More –> Support / Feedback), email us at kundenkarte@werner-frische.de or call us on +49 4149 93483-0. We’ll get back to you as quickly as possible and will be happy to help.

Of course, we need to know how you’d like to be addressed so that we can address you correctly. We also use this to assign your pre-order correctly. Your date of birth is required to verify your legal capacity, and we also use it for your exclusive birthday surprise – something to look forward to! If you have any questions about the data we store, feel free to use the contact form in the app under “Mehr – Support / Feedback” (More – Support / Feedback), email us at kundenkarte@werner-frische.de or call us on +49 4149 93483-0. We’ll be happy to help!

You can change all your personal details yourself in the WERNER app under “Mehr – Einstellungen” (More – Settings), except for your email address. If your email address has changed, please contact our customer service. Feel free to use the contact form in the app under “Mehr – Support / Feedback” (More – Support / Feedback), email us at kundenkarte@werner-frische.de or call us on +49 4149 93483-0. We’ll get back to you as quickly as possible and will be happy to help.

With our WERNER app, we’d like to say a heartfelt thank you for your loyalty. With the digital WERNER Card, you get lots of benefits: a welcome coupon for your first purchase, a 5% loyalty discount through cashback and the option to redeem your collected points at any time. You can collect points together with your partner or family and conveniently top up the card to pay cashless – including a top-up bonus. There are also exclusive coupons, a birthday coupon, the option to pre-order and collect on site, and the latest information directly in the app. On request, you can also receive additional offers by email or post.

To take part in our loyalty programme, all participants must be at least 18 years old.

Your WERNER app or digital WERNER Card doesn’t expire. It’s valid indefinitely and linked to the duration of your participation in our loyalty programme.

Taking part in the loyalty programme and using the WERNER app are free of charge for you, and you can cancel at any time. The apps are available free of charge in the App Store and on Google Play.

Your loyalty points balance is valid indefinitely.

Once you’ve downloaded our WERNER app and successfully registered, you can start collecting right away and use all the benefits of the app. You’ll also find more information on installing the app here in the FAQs.

Yes, with our WERNER app you can collect points together, so collecting with your partner or family is possible. Simply install the WERNER app on other devices and log in with the same login details. In your profile or when registering, select “Familie” (family) as your form of address.

You can redeem your points directly in our shops or in the app. You can check your current points balance in advance in the app or ask in the shop. When paying, simply say that you’d like to redeem your loyalty points, or select your loyalty points as the payment method in the WERNER app. To redeem points in the shop, we always need your digital WERNER Card in the app for identification. For your security, points unfortunately can’t be redeemed without the digital customer card.

For every euro’s worth of goods, you’ll be credited with five loyalty points. We calculate the loyalty points to be credited based on the gross invoice total after deduction of all discounts. Exceptions include, for example, payments with […].

Each loyalty point credited to you is worth €0.01 when redeemed.

You’ll find this in the “(Digitale) Kundenkarte” ((Digital) customer card) section under “Treuepunkte & Stempel” (Loyalty points & stamps).

Unfortunately, points can’t be credited to your customer account retrospectively.

For so-called express orders (for the same day), we need a lead time of 1.5 hours. This means your order can be collected no earlier than 1.5 hours after you place your pre-order. Once your order has been placed, we need enough time on site to check availability and pack your order in time. If your order is for a future day, we’ll prepare it right at the start of that day. That’s why we don’t need a long lead time. Collection is possible no earlier than half an hour after the location opens.

For every order – especially same-day express orders – we check availability to make sure that you actually get the items you want when you collect. If your order has been declined, we’re very sorry that some or all of the items you ordered were unfortunately out of stock. The email tells you which items weren’t available. If even one item is unavailable, your entire order won’t be accepted – just in case that particular item was the main reason for your order. That way, we make sure you’re not disappointed when you come to collect it. You can, however, place a new order for the remaining available products.

Your payment will be refunded immediately to the payment method you chose.

As we prepare or pack your order fresh, unfortunately you can no longer make any changes, as it’s probably already being processed. If your order is due at least one day from now, feel free to get in touch with us. Simply use the contact form in the app under “Mehr – Support / Feedback” (More – Support / Feedback), email us at kundenkarte@werner-frische.de or call us on +49 4149 93483-0. We’ll get back to you as quickly as possible and will be happy to help.

That can happen. Your order is, of course, ready and waiting for you. Please bear in mind, though, that after a few hours your favourite items may no longer be quite as fresh as when we packed them. Unfortunately, it isn’t possible to collect your order late on a different day.

That obviously shouldn’t happen, and we sincerely apologise! But we’re only human, and mistakes can happen. Ideally, check your order straight away. If you only notice a little later, please get in touch with us. We’ll get back to you immediately and will find a solution together. Simply use the contact form in the app under “Mehr – Support / Feedback” (More – Support / Feedback), email us at kundenkarte@werner-frische.de or call us on +49 4149 93483-0.

Unfortunately, that isn’t possible, as we could no longer maintain our quality standards. All our fresh products are delicate to ship, which is why we can’t guarantee this quality when shipping.

For many products, we need a little lead time. This can actually vary from item to item. Why not try again for a different time?

You can find your current balance under “(Digitale) Kundenkarte” ((Digital) customer card) in the “Guthaben Kundenkarte” (Customer card balance) section.

Currently, PayPal, credit card and Klarna are available as payment methods. You’re also welcome to come to your preferred shop and top up your balance there.

Of course. Just pop into our shop. Once you’ve registered in the WERNER app, our team will scan your physical WERNER Card and the QR code in your app. Your balance will then be transferred, and your old customer card or physical WERNER Card will be deactivated and stay with us in the shop.

In the “(Digitale) Kundenkarte” ((Digital) customer card) tab under “Meine Rechnungen” (My invoices), you’ll find all the purchases you’ve made in the last 365 days. Alternatively, there’s also a button on the home screen of the WERNER app.

You’ll receive your receipt in digital form only. If you do need it on paper, we’ll be happy to print it out for you on request.

You can redeem your coupons either at one of our locations or shops, or directly in the app. Please note the information shown on each coupon, as the way it can be redeemed may actually differ from coupon to coupon. Simply open the coupon you want in the shop or in the app, tap “Jetzt einlösen” (Redeem now) and either show the QR code or follow the instructions for pre-ordering in the app.

You can unsubscribe from or cancel your participation in our loyalty programme in writing at any time, without a notice period and without giving reasons. Simply use the contact form in the app under “Mehr – Support / Feedback” (More – Support / Feedback) or email us at kundenkarte@werner-frische.de. Here’s our postal address:

WERNER KG
Kundenservice Kundenkarte (Customer card service)
Kirchweg 6
21717 Deinste
Germany

E-Mail: kundenkarte@werner-frische.de

You can unsubscribe from our email newsletter at any time. You’ll find an unsubscribe link at the end of every newsletter you’ve received – simply click it. Alternatively, feel free to send a message to our customer service team and we’ll unsubscribe you. Simply use the contact form in the app under “Mehr – Support / Feedback” (More – Support / Feedback) or email us at kundenkarte@werner-frische.de.

No problem! Of course we support your sustainable thinking! You can unsubscribe from our postal mailings at any time. Just send a message to our customer service team or give us a call, and we’ll unsubscribe you. You can also use the contact form in the app under “Mehr – Support / Feedback” (More – Support / Feedback) or email us at kundenkarte@werner-frische.de. Our phone number is +49 4149 93484-0.

WERNER app customer service is available Monday to Thursday from 9:00 to 16:00 and on Fridays from 9:00 to 14:00.
WERNER KG
Kundenservice App (App customer service)
Kirchweg 6
21717 Deinste
Germany
Email: kundenkarte@werner-frische.de
Phone: +49 4149 93484-35