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, 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 2161 / 9020 – 210.

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

      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.

    • What is meant by "Instead" prices?

      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.

    • Do the prices shown include tax?

      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.

    • 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.

      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.

    • Do you make offers for individuals?

      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.

    • Are pictures and colour samples in the shop binding?

      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.

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

      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.

    • 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. 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.

  • 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 “CART” button on the product detail site.
      • Once all items are in your cart, click on "GO TO CART" or "PROCESS ORDER" and create your personal account. (You can access the buttons at any time by clicking on the cart icon in the top right corner)
      • Select your preferred delivery option and payment method during the order process.
      • Click on “Buy Now” for your order to be processed.

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

    • Who can order in Reuter online shop?

      Everyone! Private consumers, tradesmen and companies benefit from our favourable prices, good service and competent technical consultation.

    • Can I save my shopping cart and order later?

      Yes. It’s this simple:

      1. Click on "SAVE SHOPPING CART" in the top right corner of the “Cart” page.
      2. Enter your e-mail address and a password of your choice.
      3. Your shopping cart is saved! Log in to the saved shopping cart page by clicking "ACTIVATE SAVED SHOPPING CART" to see your stored items.

    • How long is the delivery time for a product?

      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:

      • Stock items with parcel shipping (e.g. fittings, accessories): 1 - 3 days delivery time (depending on receipt of payment)
      • Stock items with shipment by forwarding agency (e.g. bath tubs, WC bowls, radiators): 3 - 7 days delivery time (depending on receipt of payment)


      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.

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

      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.

    • How high are the delivery and shipping costs?

      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.

    • How does the Reuter delivery service work?

      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
      Gewerbering 10
      41751 Viersen-Mackenstein
      Germany

      You can find further information under Collection by the Customer.

    • To which countries does Reuter deliver?

      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).

    • Can I also arrange a fixed delivery date?

      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".

    • Will I be notified before the 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.

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

      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.

    • Can I also collect my order personally at Reuter?

      Yes. You can collect the goods from our warehouse in Viersen, 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 collection warehouse is open for you at the following times:

      Monday to Friday:9 am to 8 pm
      Saturday:9 am to 6 pm


      Collection address:

      Logistik Center
      Gewerbering 10
      41751 Viersen-Mackenstein
      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 2161 / 9020 - 210.

    • When are packaging costs charged?

      Never. The packaging is completely free for you.

    • When are administration fees charged?

      Never. There are no administration fees.

    • Can I use an alternative delivery address?

      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 "Your personal settings" 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.

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

      Yes. It is possible to supplement or change your order as long as it has not yet been shipped. This is how it works:

      • Send an e-mail with your change requests to vertriebreuter.de (Please always indicate your order number!) or call our hotline +49 2161 / 9020 - 220 to communicate your changes by telephone.
      • We will send you a new order confirmation by e-mail after every order change.
      • Please note that an order change is impossible in case of items which have been specially made for you, such as shower cubicles or made-to-measure bathroom furniture.

    • Do you deliver to a pack station?

      No, we do not currently deliver to a Packstation.

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

      All important information about the payment methods offered by us can be found on the Payment page.

    • Do you also offer deliveries with payment by invoice?

      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.
      The payment method "Purchase on account" is not available for orders placed by private customers.

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

      All products marked with the COD symbol are available with cash on delivery. This applies:

      • only for delivery within Germany
      • only up to a maximum order value of 1,000 EUR

    • Do you grant additional discounts on the low prices?

      Yes. If you choose to pay 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.

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

      No. If you choose "bank transfer" you will receive an order confirmation by e-mail with our bank details. Simply transfer the invoice amount to the named account.

    • How safe is purchasing at Reuter?

      Very safe! When you shop at reuter.de, we will transmit any personal information you send us encrypted using Secure Sockets Layer (SSL) technology. This means the data can not 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 seal of approval. Further information about data protection and TÜV certification.

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

      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.

    • Can I secure my purchase further?

      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.

  • Rights and Returns
    • Do customers of Reuter online shop enjoy the same rights and guarantees as customers in the over-the-counter trade?

      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.

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

      No, on the contrary. You will benefit from the following advantages when shopping online at reuter.de:

      • More than 30 years of experience: behind the online shop is the owner-managed company Reuter, which has been successfully operating in the sanitary sector since 1986.

      • Huge selection of branded items: several hundred thousand items are constantly in stock and ready for immediate delivery from the Reuter online shop. These are exclusively items from renowned brand manufacturers, which is difficult for any single tradesman to compete with.

      • Comprehensive warranty: Reuter relies on professional ordering and delivery procedures. You will enjoy the same customer rights as applicable in normal stores: from the legal warranty right up to guarantees as though buying directly from the manufacturer. In addition, when buying online you benefit from a comprehensive right of withdrawal and return.

      • Competent advice: If you have any specific queries about orders and/or products, our specialist consultants will help you on the phone – from early to late and even at the weekend (Monday to Friday from 7.30 am – 10 pm, as well as Saturday and Sunday from 10 am - 10 pm at +49 2161 / 9020 - 210).
    • How can I return any delivered item?

      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:reklamationreuter.de
      By telephone:+49 2161 / 9020 - 250 (for service & complaints)
      +49 2161 / 9020 - 270 (for return shipment & logistics)
    • What can I do if an ordered item arrives in a defective condition?

      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 2161 / 9020 - 210 or write an E-Mail to inforeuter.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.

    • Do you also send replacement parts?

      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.

  • Customer Account
    • How can I register with you?

      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 inforeuter.de.

    • What is a customer account?

      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.

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

      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.

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

      You can easily reset your password and create a new one:

      • Click on "Account" in the top right corner. Under "You are a returning customer", you will find a link "Forgotten your Password".
      • Click on this link to load the "forgotten password" page. First select the symbol named in the box.
      • Enter the e-mail address you used to create your customer account and confirm with "Send".
      • You will immediately receive an e-mail with further instructions to create your new password.
    • Are my personal details encrypted when being sent to Reuter online shop?

      Yes. All personal data that you send to us will be encrypted by means of the SSL procedure (Secure Socket Layer).

  • Service

Date: April 2018


All prices in Euro incl. 19% MwSt., plus any applicable shipping costs
*suggested manufacturer´s retail price
**Normal price at reuter.de outside of the promotion
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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