Frequently asked questions

I would like access to the eShop. How do I create an account?

There are two ways to obtain access to the eShop, depending on whether your company already has an organization in the HEIDELBERG Customer Portal (HCP) or not:
First Option: If your company already has an organization in the HEIDELBERG Customer Portal, the organization owner can create access for you by adding you as a new member. Once the organization owner has added you and assigned the appropriate role, you will be able to access the eShop.
Second Option: If your company does not yet have an organization in the HEIDELBERG Customer Portal, an organization must first be created. This can be done by clicking this link eshop.heidelberg.com/au/ccrz__CCSiteRegister. After the organization has been created, the organization owner can invite members to the organization and assign the appropriate roles. Once the required role is assigned, the member will have access to the eShop.

I've forgotten the password to my account. What can I do?

Click login.plus.heidelberg.com/profile/password to request a new password.

I have received an e-mail that I should register for a HEIDELBERG account. Is this email secure?

If you received an email from HEIDELBERG in February or March 2026 asking you to register for a HEIDELBERG account, it is very likely an official and secure communication from us.
For your security, please verify whether the sender and links use the heidelberg.com domain and that any links included are protected with HTTPS encryption.

I have received an e-mail that I should register for a HEIDELBERG account. Why is this necessary?

If you have received an e-mail from us asking you to register for a HEIDELBERG account, you are currently still using our previous login system HEI-ID. In February and March 2026, however, we will switch to the more modern HEIDELBERG Account login system. This login system provides you with enhanced security for your access and data as well as a central login for all digital HEIDELBERG platforms. If you have any further questions, please contact your responsible sales representative.

I have received an e-mail that I should register for a HEIDELBERG account. How does it work?

Registration is done in a few steps:
Click the link in the email. You will be taken to the HEIDELBERG Customer Portal to create a HEIDELBERG Account.
There you click on "Register now".
Enter your details in the form and submit it.
You will then receive a confirmation email. In addition, you will receive an email to verify your email address. Open it and confirm your email address.
After confirmation, your registration is complete and you can use access to the eShop.

I am having problems registering for a HEIDELBERG account. Who can I contact?

If you have any questions or problems with registering a HEIDELBERG account, please contact your responsible sales representative.

What happens if I don't switch from HEI-ID to the HEIDELBERG account in time?

If you do not register for a HEIDELBERG account by the end of March 2026, you will no longer be able to log in to the eShop from April 2026 with your HEI-ID credentials. However, you can still register for a HEIDELBERG Account at any time after March 2026, but your old login data will be deactivated.

Starting April 2026: My login data no longer works. What can be the reason for this?

In March 2026, we switched our eShop login from the previous HEI-ID system to the HEIDELBERG Account Login system. If you have previously used a HEI ID, you now need a HEIDELBERG account to continue to gain access to the eShop. Please register via the link you received from us by email in February or March or follow this link: login.plus.heidelberg.com/welcome.
There may be other reasons why your login is not working, such as an invalid email address, an incorrect password, or unexpected system behavior. If the issue persists, please contact your responsible sales representative for assistance.

Can I place my order over the phone or by email?

Yes, customers can place an order for parts or consumables over the phone at 1300 135 135.
Option 2 for Consumables and for Spare parts
Option 3, from Monday to Friday 8:00am to 5pm.
Email mel.consumables@heidelberg.com for Consumables and mel.spareparts@heidelberg.com for Spare parts.

Can I make changes to my order after it has been submitted?

Please contact our Customer Service Team on 1300 135 135 Option 2 for Consumable, for Spare parts Option 3. Changes can be made depending on the order status.

When will I receive my order?

Orders received on or before 12 noon will be delivered within the next 1-3 business days.

How do I initiate a return?

Please call our Customer Service Team 1300 135 135 Option 2 for Consumables and for Spare parts Option 3, from Monday to Friday 8:00am to 5pm.
Alternatively an email can be sent to the relevant department -Email mel.consumables@heidelberg.com for Consumables and mel.spareparts@heidelberg.com for Spare parts.
This is subject to terms and conditions.

What should I do if my order arrives damaged or is defective?

Please indicate on the delivery/ con-note that the goods are damaged upon receipt.
Please Email mel.consumables@heidelberg.com for Consumables and mel.spareparts@heidelberg.com for Spare parts as soon as possible.
Please attach an image of the damaged goods and indicate the delivery reference number.

How do I find information on past orders?

To review order history, you must login to your account, then select “My Orders”.

How do I access/create my company's preferred product shopping list(s)?

If you already have an established shopping list, you must login to your account, select “My Dashboard” then select “Shopping Lists” from the left menu.

Can multiple users at one company still have access to all shopping lists?

The Heidelberg eShop is company specific, so no matter which user is logged into the eShop, the user will have access to the company’s order history and shopping lists.

Do you provide technical support for machines?

Please call our Customer Service Team on 1300135135, Option 1 for technical support on your machines or email mel.systemservice@heidelberg.com

How can I search for the right product in the online shop?

Use the Search feature in our online shop to search by product name, description, or part number.
If you cannot find what you are looking for, you may call our Customer Service Team on 1300 135 135 Option 2 for Consumable;
For Spare parts Option 3 to assist you with ordering products. You can also put a note on the additional comments box for the product that you want to order before checking out.

How do I add/remove equipment from my online account?

Customers can add/remove equipment from their account by submitting a request here, or by sending an email to grp-mel-ols-aus-adm@heidelberg.com.

Which devices are supported by eShop?

Smart phones, tablets and computers are supported by our eShop platform.

How do I order parts?

Many parts can be found in the eShop. You can search for parts using the eShop search engine. If you cannot locate the part, you can request a quote or order using the Spare Parts form located here or contact our Parts dept on 1300 135 135 Option 3.

I cannot see the item(s) I require, could they be added to eShop?

Please submit any additional items you would like to see in eShop by sending an email to grp-mel-ols-aus-adm@heidelberg.com.
The items will be visible in the next 1-2 days, and we can also add it to your shopping list.