From delivery details to payment methods to your customer account: we have compiled and answered some of our customers' most frequently asked questions.
Yes, of course! At reuter.de you will always receive first class, authentic branded items from known manufacturers. If you are not convinced of the quality of a purchased item, just contact our hotline at +49 211 / 781 707 - 210.
Our prices are low because we purchase in large quantities. This gives us particularly favourable purchasing conditions, which we pass on to you. We can also maintain low prices because of our professional structures as well as selling directly to the end consumer.
The crossed out prices are retail prices recommended by the manufacturer. The lower, red price next to it shows you at a glance how much lower the price is at reuter.de. This allows you to immediately see how much you are saving.
Yes, all prices shown in our shop include the current German 19% tax.
I am ordering from abroad
Simply select your delivery country in the header section above the search field by clicking on the country flag. Now all prices are displayed with the applicable tax for the destination country. Outside the EU, all prices are tax-free.
No, because the delivery and shipping costs depend on the destination, the order volume and the nature of the products.
How can I find out the value of the delivery and shipping costs?
Simply place the required items, without obligation, in the cart. Click on "Cart". Our shipping cost calculator will automatically show the accumulated costs in the column on the right.
Products with the "From 2,000 € order value, you'll receive free shipping" note
From an order value of 2,000 EUR, we ship your delivery within Germany (mainland only) free of shipping costs.
You can find further information under Delivery and Shipping Costs.
No. All items in our shop are already being offered at the best prices. Therefore, we can not offer you individual discounts or bulk discounts.
I saw an item with a cheaper price from another supplier
If you can prove that an item is being offered at a lower price by another retailer with the same conditions, we will of course supply the item at the same lower price or refund the difference.
You can find further information under Best-Price-Guarantee.
No. The colours may vary depending on the computer screen, mobile phone or tablet display. Therefore product pictures, drawings or illustrations cannot be binding. Not all manufacturers offer photos of items in all colours or for all sizes. The details on the Product Details page and ultimately in your order confirmation will specify the product description.
Some pictures in our shop show items such as washbasins, bathroom furniture or toilets with accessory parts, decoration or other products that are not included. You can find out what is included from the product description on the product site. Recommended accessories can be ordered separately and are often shown in the "ACCESSORIES" section.
Yes, the item numbers in our online shop correspond with those of the manufacturer. Therefore, we offer you full transparency if you would like to compare an offer.
I’m looking for a specific product from a manufacturer
If you know the manufacturer’s item number, you can enter it in our search field. If the item is available in our shop, it will be displayed immediately.
Several Items are displayed
Please be aware that different manufacturers may use the same item number for different products. In this case, select the desired item by clicking on the item in the list. By clicking on the magnifying glass on the right next to the search field you can display all matching search results.
Placing orders in our online shop is very easy:
If you have any questions, please call +49 211 / 781 707 - 210, our consultants will be happy to help.
Everyone! Private consumers, tradesmen and companies benefit from our favourable prices, good service and competent technical consultation.
Yes. It’s this simple:
We have a wide range of products permanently available in stock. These items are marked with a green warehouse checkmark. The delivery time of these items varies depending on the mode of shipment:
My desired item is marked in red or yellow.
Items which we do not have in stock are marked in different colours. Below them, you will find information about the approximate delivery time. Since we order these items directly from the manufacturer, we depend on the manufacturer's delivery capability and can therefore only provide non-binding information.
You will find more information on the page Delivery Time.
All items marked with the green warehouse checkmark are stock items and are therefore immediately available.
The item I ordered cannot be supplied, although it is indicated as "immediately available".
Please note that your goods will only be reserved for you when your payment has been booked. Therefore, your exact order quantity or any intermediate order placed by other customers cannot be taken into consideration in the indicated availability.
Why does the system only indicate approximate delivery times?
We indicate approximate delivery times for items which must be ordered from the manufacturer. In this regard, we depend on the manufacturer's delivery capability and cannot provide binding information about delivery times or assume liability if delivery times are exceeded. Our recommendation: Please order well in advance!
You will find more information on the page Delivery Time.
Simply place the required items, without obligation, in the cart. Our shipping cost calculator will automatically show the accumulated costs in the column on the right.
I have several items in the shopping cart. Will the shipping costs increase?
No. You only pay the shipping costs for the item with the largest type of packaging (package, half pallet, euro pallet, bath tub pallet, bath tub pallet XXL or special shape).
Is it possible to have free shipping?
Orders with a minimum order value of 2,000 EUR are delivered within Germany (mainland only) free of shipping costs.
You can find further information under Delivery and Shipping Costs.
We send your order in a single delivery with a parcel service or forwarding agency of our choice. As soon as the goods have been handed over to the shipping company or parcel service, you will receive a confirmation by e-mail.
I want to track my shipment
The confirmation e-mail also includes a link to track the shipment.
I would like a partial delivery
A partial delivery can only be made if it has been previously agreed and is charged with additional costs.
I would like to collect the shipment myself
No problem! You can personally collect your order from our warehouse in Viersen, Germany. Please select the "Customer collection"delivery type during the ordering process.
Collection address:
Logistik Center
Hamburgring 1
41179 Mönchengladbach
Germany
You can find further information under Collection by the Customer.
To find out which countries we deliver to, please click on the country flag in the header section above the search field of our online shop. Here you can see all the countries that Reuter delivers to. Please be aware that in some cases further taxes or fees (such as customs) can be incurred for cross-border deliveries (e.g. intra-Community acquisition of goods).
Yes. We are pleased to store your products at no charge until your desired delivery date (up to a maximum period of 6 months). Please order well in advance and take account of the indicated delivery times for the products ordered when arranging your desired delivery date. Please note that this service does not apply to the payment method "Cash on delivery".
Yes. Yes. As soon as your order is complete, we will hand it over to our shipping partner or parcel service. You will receive an e-mail immediately. This email also includes a link to track your shipment.
If delivered by a forwarding company, our logistics partner will contact you to arrange a delivery date.
As a partial delivery is subject to higher expenses, this will only be possible in agreement with our consultants. Please be aware that a partial delivery can usually only be made upon calculation of the additional shipping costs incurred.
Yes. You can collect the goods from our warehouse in Mönchengladbach, Germany as soon as an appointment has been scheduled. The opening times are shown in the next point.
Our collection warehouse is open for you at the following times:
| Monday to Friday: | 8 am to 8 pm |
| Saturday: | 9 am to 6 pm |
Collection address:
Logistik Center
Hamburgring 1
41179 Mönchengladbach
Germany
Is it possible to collect immediately?
We are happy to provide your goods quickly. In order to avoid unnecessary waiting times, please make an appointment by calling +49 211 / 781 707 - 210.
Never. The packaging is completely free for you.
Never. There are no administration fees.
Yes. After the registration, you can create up to 5 different addresses in your customer account from which you can choose in case of ordering. Simply click on the menu item "Edit address book" in the menu "account" and add your desired address.
I have a deviating delivery address abroad.
Please note that the delivery costs may change due to a deviating delivery address, e.g. in another country.
Yes. It is possible to supplement or change your order as long as it has not yet been shipped. This is how it works:
No, we do not currently deliver to a Packstation.
All important information about the payment methods offered by us can be found on the Payment page.
We accept purchase on account from an order value of EUR 1,000 if you are a corporate customer. In this regard, we reserve the right to review your creditworthiness, in compliance with the applicable data protection legislation.
I order as private customer.
Within Germany you have the opportunity to pay comfortably up to 30 days after receipt of the goods, which are marked with "Buy now, pay later". The fee for this payment method is 1% of the invoice amount.
You can find further information on "Buy now, pay later" on the payment methods page.
Yes. If you choose to pay via payment in advance via bank transfer you’ll receive a 1% discount on the total value of goods. The corresponding discount will automatically be credited and shown in the shopping cart before the order is placed.
No. If you choose "payment in advance via bank transfer" you will receive an order confirmation by e-mail with our bank details. Simply transfer the invoice amount to the named account.
Very secure! When you shop on Reuter.de, we transmit personal data that you send to us encrypted via the secure SSL procedure (Secure Sockets Layer). This prevents third parties from reading your data. In addition, we offer you the Trusted Shops Buyer Protection as an ideal security package for your online purchase. Learn more about security and data protection.
We only save order-related data, such as items, payment method or invoice and delivery address, on our high-security servers for the purpose of processing your order and future customer care.
For the purpose of executing and processing your orders and future customer care, the personal customer information may also be disclosed to partner companies (parcel and postal service, forwarding agencies, letter shop service, assembly service) as needed (address and possibly product data). Further information about the topic of security and data protection can be found in our Data Protection Statement.
Yes. With the Trusted Shops buyer protection guarantee you can secure up to 20,000 EUR against non-delivery or non-refunding after returning goods. You can complete the customer protection in step 2 “Payment” when processing your order. Find out more about the Trusted Shop Customer Protection.
Yes. All guarantees which may have been granted by the manufacturer apply to any purchase in our online shop, as in the case of any direct purchase from the manufacturer, or any purchase in the over-the-counter trade. Further information can be found in the chapter Guarantee / Warranty.
No, on the contrary. You will benefit from the following advantages when shopping online at reuter.de:
Within Germany
It is very simple: For the return of items within Germany, in our online shop, we offer you an online service for the preparation of the return. For this purpose, the button “Return items“ is provided in your customer account. Click on this button. We guide you step-by-step through the return process.
Customers who pick up the goods themselves / Orders from abroad
If you return items from outside of Germany or if you have personally picked up the items from our logistics centre, please contact us prior to the return of the items so that we can coordinate the further course of action with you.
| By E-Mail: | reklamation@reuter.de |
| By telephone: | +49 211 / 781 707 - 250 (for service & complaints) |
| +49 211 / 781 707 - 270 (for return shipment & logistics) |
We check every consignment for quality and completeness prior to shipment once again. Should any delivered item be defective, nevertheless, please simply call us at +49 211 / 781 707 - 210 or write an E-Mail to info@reuter.de. Depending on the kind of defect that exists, we will ask you whether you can send photographs for the evaluation of the defect or we will ask you to return the item. It goes without saying that, in case of defects, you shall be entitled to assert claims for defects against us within the scope of warranty. These are, for example, supplementary performance or rescission.
At the moment, we only provide a replacement part service for items which have been purchased from us. When ordering spare parts, please provide us with the appropriate order or invoice number so that we can process your request accordingly.
You can register and log in to the shop at any time via the "Account" button on the right of the search field. Before your first order, you will automatically be asked to register to complete the order process.
Why do I have to enter my details when registering?
When registering, you only provide details that are important for proper order processing. For example, we calculate the shipping costs based on the shipping address and the contents of the shopping cart. You can view and amend the details in your account at any time.
I want to delete my customer account
Your details can also be deleted from our system on request. Simply send us a message via our Contact form or to info@reuter.de.
After registering with Reuter online shop you are able to view or amend your personal details (e.g. account details or delivery and invoice addresses) in your personal account. You can also change your password here. Plus you can view pending orders as well as a list of recently viewed products.
Simply log in at the top right via the "Account" button and then click on the menu item “Account”. Here you can edit your contact information, manage your address book or change your password.
You can easily reset your password and create a new one:
Yes. All personal data that you send to us will be encrypted by means of the SSL procedure (Secure Socket Layer).
Phone
Call our competent consultants at +49 211 / 781 707 – 210:
| Monday to Friday: | 7.30 am – 8 pm |
| Saturday: | 9 am – 8 pm |
| Sunday: | 10 am – 8 pm |
Fax
Send your fax to +49 211 / 781 707 - 210.
E-Mail
Write to us via our Contact form or to info@reuter.de.
No, we do not send any brochures.
No, we do not send any samples.
No, we do not assemble ordered products.
Yes, we also offer you the same low prices in our Reuter store.
Visit us in our store in the Düsseldorf Medienhafen Tuesday to Friday from 10 am to 7 pm and on Saturdays from 9 am to 6 pm. Further information and directions.
Last update: June 2022
Our telephone consultation is available 7 days a week until 8 pm or via the contact form!
Phone: +49 211 / 781 707 - 210
Mon. – Fri.: 7.30am – 8pm
Sat.: 9am – 8pm
Sun.: 10am – 8pm
Our hotline is available for you 7 days a week until 9 pm at the below mentioned landline number
