reuter.de

Frequently Asked Questions

Here you can find answers to the frequent questions asked by our customers. Simply click on a subject and the details to the questions will be shown.

  • Products and Prices
    • Are the items from Reuter online shop authentic?

      Yes, you will always receive first class, authentic branded items from known manufacturers.

    • Why are the prices in Reuter online shop so low?

      Our prices are low because we purchase in large quantities. We can also maintain low prices because of our professional structures as well as selling directly to the end consumer.

    • What is meant by "Instead" prices?

      The instead prices are retail prices recommended by the manufacturer. You will always pay the “Now” prices marked in red. Underneath the “Now” prices you can also see what you save when you purchase from Reuter online shop.

    • Do the prices show include tax?

      Yes, all prices shown in our shop include the current German 19% tax. If you are ordering from another country you can select a different shipping country by clicking on “Ship to” in the header on the right above the search field. As soon as a different country is selected the prices will change to include the tax value of that country, or free of tax if outside the EC.

    • Do the prices shown include delivery and shipping costs?

      No, because the delivery and shipping costs depend on the destination, the order volume and the nature of the products. To find out the value of the delivery and shipping costs for your order 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. By the way: 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.

    • Do you make offers for individuals?

      We do not make any offers on products listed in our shop as all items are already being offered at the best price. If you can prove that an item is being offered at a lower price by another retailer but to the same conditions, we will supply the item at the same lower price or refund the difference. You can find further information under Best-Price-Guarantee.

    • Are pictures and colour samples in the shop binding?

      No, as colours can vary from screen to screen, therefore product pictures, drawings or illustrations cannot be binding. Also not all manufacturers supply photos of items in all colours available or for all sizes.

    • What is included with a product and what counts as an accessory?

      On some product pictures in our shop are articles such as washbasins, bathroom furniture or toilets showing accessory parts or decorations which 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 underneath the product details.

    • Are the item numbers the same as those of the manufacturer’s?

      Yes, the item numbers in our online shop correspond with those of the manufacturer. If you know the manufacturer’s item number you can enter it in our search field to find the required product.

      By entering the item number a list of products containing this item number will be automatically shown and you can simply click on the required item. Please be aware that other manufacturers may use the same item number for different products. In this case click on the item shown in the list which you searched for.  By clicking on the magnifying glass on the right next to the search field you can display all matching search results.

  • Ordering, Delivery, Cart
    • How can I order in Reuter online shop?

      Placing orders in our online shop is very easy:

      • To place the item in your shopping cart click on the button “Shopping Cart” on the product detail site.
      • If all items are in your cart click on the button “Process Order” or “Checkout” and create your personal account.
      • Select your preferred delivery option and payment method during the order process.
      • Click on “Buy Now” for your order to be processed.

      Should you have any queries please call +49 2161 / 9020 - 210, our consultants will be happy to help.

    • Who can order in Reuter online shop?

      Anyone who wishes to profit from low prices can order from us. Our customer base consists of private consumers, tradesmen and companies.

    • Can I save my shopping cart and order later?

      Yes, if you have placed items in your shopping cart then you can save the contents by clicking on “Save shopping cart” on the shopping cart site and you will be requested to enter your email address and a password of your choice. By entering these details you can display your shopping cart at any time by going on the shopping cart site and selecting “Activate shopping cart”.

    • How long is the delivery time for a product?

      Many products are constantly on stock. These articles are marked with the green hook symbol. Stock items sent by parcel (e.g. mixers, accessories) have a delivery time of 1 - 3 days depending on the receipt of payment. Stock items which are carriage products (e.g. baths, shower trays, toilets and radiators) have a delivery time of 3 - 7 days depending on the receipt of payment.

      Items which are not on stock are marked with different colours. These items are ordered from the manufacturer, we therefore depend on the manufacturer’s ability to supply and can only advise non-binding delivery times. Further information can be found here Delivery Time.

    • Can you give me a more precise delivery date for my order?

      All articles with the green check mark symbol are stock items and immediately available (see previous point). Please be aware that the ordered quantity per item will not be counted nor reserved until your payment has been booked.

      The delivery times for ordered goods area approximate delivery times as we depend on the manufacturer’s ability to supply. Therefore we can only advise non-binding delivery times and are not liable for exceeded delivery times. Our tip: Order on time! Further information can be found here Delivery Time.

    • How high are the delivery and shipping costs?

      Delivery costs depend on the delivery area, the volume of the order and the type of product. To find out the value of the delivery and shipping costs for your order 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. By the way: 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.

    • How does the Reuter delivery service work?

      We send your order in a single delivery with a parcel service or carriage partner of our choice. A part delivery can only be made if it has been previously agreed and is charged with further costs. We will send you a confirmation email as soon as your goods have been forwarded to the carriage partner or parcel service. In this email you will also find a link so you can follow your delivery. You also have the possibility of collecting your goods from our central warehouse in Mönchengladbach, Germany. Please be aware that partial deliveries cannot be made for orders with the credit payment method.

    • To which countries does Reuter deliver?

      To find out which countries we deliver to click on “Ship to” in the header on the right above the search field. All countries which Reuter online shop delivers to are shown. Please be aware that in some cases further taxes or fees (such as customs) can incur for cross-border deliveries (for example intra-community acquisition of a good).

    • Can I also arrange a fixed delivery date?

      Yes. We can store your products free of charge until the required date (max. up to 6 months). Please order on time and observe the delivery times allocated to the goods ordered. Please be aware that this service does not apply to goods ordered with the cash on delivery payment method.

    • Will I be notified before the delivery?

      Yes. As soon as your order is complete, we will forward your order to our carriage partner and send you an email. In this email you will also find a link so you can follow your delivery. The carriage partner will contact you to arrange a delivery time.

    • Can I have a quantity of items from my order in advance?

      As a part delivery is subject to higher expenses this will only be possible in agreement with our consultants. Please be aware that as a rule part deliveries may be charged with additional delivery costs . Please be aware that partial deliveries cannot be made for orders with the credit payment method.

    • Can I also collect my order personally at Reuter?

      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.

    • What are the collection warehouse opening times?

      Our warehouse is open from Monday to Thursday from 9 am to 6 pm, Friday from 9 am to 8 pm and Saturday from 9 am to 6 pm. Please make an appointment under +49 2161 / 9020 - 210 to avoid waiting times under and so that we can prepare your goods.

    • When are packaging costs charged?

      There are no packaging costs.

    • When are administration fees charged?

      There are no administration fees.

    • Can I use an alternative delivery address?

      Yes, after you have registered you can add up to 5 delivery address from which you can choose in your personal account. Click on the top right on “Account”  then select “Edit my address book” and click on “Further address”. Please be aware that if the delivery address changes to e.g. a different country, then the delivery costs may change.

    • Can I amend or add products to my order afterwards?

      Yes. You can amend or add products as long as your order has not been sent yet. Please send us an email (always include your order number) or call our hotline to submit your amendments. After each amendment we will send a new order confirmation by email. Please note that not all items can be amended, items which are custom-made such as shower enclosures or made-to-measure bathroom furniture.

    • Do you deliver to a pack station?

      No, we do not currently deliver to pack stations.

  • Payment, Security
    • Which payment methods are available at Reuter?

      You can find all available payment methods on our Payment site.

    • Do you also offer deliveries with payment by invoice?

      Corporate customers are able to purchase goods at a value of over 1,000 EUR on invoice. We may carry out a credit assessment without explicit consent insofar as required in the legitimate interests of Reuter online shop and on condition that the customer's right to DATA protection is not infringed. As this payment method causes high costs, e.g. trade credit insurance, we are unable to offer any further discounts for payment by invoice. Private customers are unable to purchase goods with payment by invoice.

    • Can I order goods with cash on delivery at Reuter?

      We also deliver products marked with the COD-symbol with cash on delivery. Please be aware that cash on delivery is only available within Germany and with a maximum order value of 1,000 EUR.

    • Do you grant additional discounts on the low prices?

      Yes. Regardless of the payment method selected you will receive up to 5% discount per cart. The corresponding discount will be automatically added and shown before the end of the order procedure. Here to view our discount scale.

    • Do I have to enter my bank details over the internet?

      No. If you choose payment in advance you will receive a binding email from us with our bank details and a request to transfer the amount invoiced to our account.

    • How safe is purchasing at Reuter?

      Online shopping with Reuter is extremely safe. For example we use the safe SSL technology (Secure Sockets Layer) to transfer data. This way all personal details which are sent to us are encrypted and cannot be read by a third party. In addition we had our shop tested by the renowned testing organisation TÜV SÜD, the TÜV has certified that our shop provides high security, quality and transparency and has awarded us with the s@fer-shopping test seal. Further information on this subject can be found here safety and data protection and here TÜV certification.

    • Which of my personal details are saved or passed on to a third party?

      To complete your order and for future customer care only details concerning orders such as articles, payment methods or invoice and delivery addresses are saved on our high security servers. This data is of course not passed on to a third party and under no circumstances, sold to a third party. All servers automatically store such data which your browser transfers to us. However, as a rule this data cannot be traced to a specific person. More on this subject under security and data protection.

    • Can I secure my purchase further?

      Yes. With the Trusted Shops customer protection you can insure your purchase for up to 20,000 EUR against non-delivery or non-refunding after returning goods. You can complete the customer protection in step 2 when processing your order. Click here for further information Trusted Shop Customer Protection.

  • Rights and Returns
    • Am I at a disadvantage if I order from Reuter online shop and not from a craftsman?

      No, in fact the opposite. Behind the online shop is the owner-managed company Reuter, who have been trading successfully since 1986 thus gaining an extensive amount of experience. Within the enormous range offered in Reuter online shop there are alone over 500,000 articles constantly and directly available. To a large extent this includes articles from renowned brand manufacturers, which is hard for any single craftsman to compete with. Reuter also provides professional ordering and delivery procedures. Plus we provide the same customer rights as applicable in normal stores. If you have any specific queries to ordering or on products you can also call our consultants on the hotline. Our lines are open from Monday to Friday from 7.30 - 22 as well as Saturday and Sunday from 10 -22 under +49 2161 / 9020 - 210.

    • How can I return an delivered item?

      We provide an online service in our shop for items being returned from within Germany. For this service you will find the button “Return item” in your customer account. Click on this button and you will be guided through the returns procedure step by step.

      If you wish to return articles from outside of Germany or collected these from our central warehouse, then please send an email to reklamationreuter.de or call us under tel. +49 2161 / 9020 - 250 (for service & claims) or tel. +49 2161 / 9020 - 270 (for returns & logistics). We will then advise further procedures.

    • What do I do if the item I ordered arrives damaged?

      If an item arrives damaged you can of course return it and choose between a replacement and a refund of the purchasing price. Please see previous point on how to return the item.

    • Do you also send replacement parts?

      We only provide a replacement part service for items which have been purchased from us. Please advise the order or invoice number of the item so that we can process your order accordingly.

  • Customer Account
    • How can I register with you?

      You can register at any time by going to the LOGIN button on the right of the search field. Also, before you place your first order you will be automatically requested to register so that we can process your order. During registration your will only be required to input accurate details which are necessary to process your order correctly. Also delivery costs are calculated in accordance with these details and the contents of your shopping cart. You can view and amend your details in your account at any time. On request your details can also be deleted from our system. In this case please send us a message via our Contact form.

    • What is a customer account?

      After registering with Reuter online shop you are able to view or amend (e.g. account details or delivery and invoice addresses) your personal details in your personal account. You can also change your password here. Plus you can view pending orders as well as a list of products you visited last.

    • How can I amend my personal details such as address or password?

      Please log in to the shop and click on the menu point ACCOUNT. Here you can choose whether you wish to amend your contact details, manage your addresses or change your password.

    • What do I do if I have forgotten my password?

      On the login site you will for returning customers you will find the link “forgotten your password?” and click on this link. A “forgotten password” site will open and click on the icon named in the box and enter your email address which you used to create your Reuter account. We will then immediately send you an email with instructions for a new password.

    • Are my personal details encrypted when being sent to Reuter online shop?

      Yes. For this we use SSL technology (Secure Sockets Layer). All personal details which are sent to us are encrypted and cannot be read by a third party.

  • Service

Date: August 2017


All prices incl. 19% MwSt., plus any applicable shipping costs
*suggested manufacturer´s retail price
1) Orders reaching a minimum order value of 2,000 EUR are generally shipped in a single shipment within Germany (mainland only) free of shipping costs.

Customer service

Our hotline is available for you 7 days a week until 10 pm at the below mentioned landline number

Mon. - Fri.:
07.30 am - 10.00 pm
Sat. - Sun.:
10.00 am - 10.00 pm
+49 2161 / 9020 - 210

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