Menu

FAQ/ Help

Shipping & Delivery

Does reisenthel have an order minimum?
No, there is no order minimum.

Which countries does reisenthel ship to?
Reisenthel ships within Germany and to all the following European countries:

Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lichtenstein, Lithuania, Luxemburg, Malta, The Netherlands, Norway, Poland, Portugal, Romania, Sweden, Slowakia, Slovenia, Spain, United Kingdom.

Deliveries to non-EU foreign countries are subject to additional custom duties, taxes and fees. You can find more information about customs duties on http://ec.europa.eu and import sales tax on http://auskunft.ezt-online.de/ezto/Welcome.do as well as specific information for Switzerland on http://xtares.admin.ch

What are the shipping costs?
Within Germany we charge shipping costs of € 3.95.
Free delivery on all orders over € 30,-

For delivery to countries within the EU we charge € 8.95.
Free delivery on all orders over € 100,-

For delivery to Liechtenstein, Norway and Switzerland we charge € 12.95.
Free delivery on all orders over € 100,-

We explicitly reserve the right to ship to areas which belong to the territory of the member states but not to the customs territory of the EU.

Can I have the order shipped to a different address?
Yes, you have the possibility to have your orders sent to an address, other than the billing address.

What should I do, if my order hasn’t been delivered yet?
As soon as your order leaves our warehouse, you will receive a shipping confirmation via email. Shipping within Germany takes about 2-3 days and within Europe 4-5 days.

If your order hasn’t been delivered within 7 days, please contact the reisenthel customer service from Monday to Friday from 09:00 am to 06:00 pm CET (Central European Time):
E-Mail: service@reisenthel.com    
Tel: +49 (0) 8105 / 907 32 06
We ship with DHL and its partners. Your shipment confirmation will contain a DHL tracking number. You can enter the tracking number http://nolp.dhl.de/nextt-online-public/set_identcodes.do?lang=en&idc to check the status of your shipment.

Where can I find the invoice?
You will find your invoice attached to the shipment confirmation which you receive via email. The package itself will only contain the packing slip. Please be aware, that some e-mail providers automatically direct e-mails with PDF attachments into the spam box (junk mail). Therefore it is important for you to check your spam box.

Method of Payment

How can I pay for my order?

reisenthel offers the following payment methods:

Within Germany
•    Credit card (Visa, MasterCard)
•    PayPal
•    Payment invoice via Klarna
•    Advance Payment
•    SOFORT Überweisung (wire payment)

Outside of Germany
•    Credit card (Visa, MasterCard)
•    PayPal

 

Credit Card Payment

We only accept VISA and Master Card. Please enter the card number, expiration date and security code during the ordering process. The 3-digit security code is stamped onto the back of the credit card.

 

PayPal Payment

When choosing PayPal you will be directly redirected from our website to the PayPal website. Please log into your PayPal account with your personal data, confirm the purchase and enjoy the security advantages of paying online. Additional information about PayPal can be found at www.paypal.com.

 

Payment Invoice via Klarna (only possible with a German address)

If you choose to pay via Klarna, you will receive your order first. Within 14 days the due amount will directly be paid to Klarna. If you are not satisfied with a product, you may return it immediately and simply subtract its purchase price from the total sum on the payable invoice.

Important: Klarna will verify your personal information during the ordering process. The delivery address and the billing address must be identical. The invoice is paid directly to Klarna. All necessary payment information, such as Klarna’s bank routing-code and the appropriate reference/invoice number can be found on your invoice. For additional information please go to: www.klarna.com.
Please note that corporate clients are not able to order via Klarna.

klarna - Germany
Klarna AB
IBAN: DE13 7607 0012 0500 1540 00
BIC: DEUTDEMM760

klarna - Austria
Klarna Bank AB
IBAN: AT35 1910 0000 4403 9000
BIC: DEUTATWWXXX

 

Advance Payment

If you choose the option advance payment, there will be no other payment provider or third party involved. The transaction is directly between you and reisenthel. We will ship your order as soon as we have received your bank transfer. Your advantage: all orders paid with advance payment will receive a 2% discount .

Bank account EU/SEPA:
HypoVereinsbank AG München
IBAN: DE14 7002 0270 0010 1414 33
BIC: HYVEDEMMXXX

Important: Please check that you have indicated your order number (also known as the reference number) on your bank transfer. That way we can correctly and therefore quickly assign your payment and send you your order.

 

Payment via SOFORT Überweisung

If you choose SOFORT Überweisung, please indicate your account number and bank routing-code. Once you have completed your order, you will directly be redirected to the Sofort AG website. Please log in using your account number and PIN code. Subsequently, please confirm the purchase with a TAN code. Additional information can be found at www.sofort.com.

 

Ordering

Are all of the reisenthel products available for shipment?

With very few exceptions, all reisenthel products are available for shipment. If you do happen to find a product temporarily out of stock, this will be clearly indicated on the product detail page. Nevertheless, you will be able to put this item into your shopping cart. Please be aware that we only ship complete orders. If necessary we wait until all products are in stock!

If several customers simultaneously order a singular in-stock item, it is impossible to determine whether the item is in-stock until the order has been processed. We will inform you immediately if the item is out of stock.

What are the benefits of a customer account at reisenthel?

Registered customers enjoy a number of advantages at any time of day:
•    Check the status of your current order
•    Get access to your order history
•    Easily edit billing and delivery addresses
•    Change your newsletter settings

Why does reisenthel need my date of birth?

Reisenthel uses your date of birth to easily distinguish you from our other customers.
Furthermore, you must be at least 18 years of age in order to be allowed to order at reisenthel.

Returns

What if I’m not satisfied with my purchase?

If you are not completely satisfied with your purchase, you may return your purchase within 100 days from the purchase date. All orders within Germany are provided with a return address label. This is not a prerequisite for the effective exercise of the right of revocation.

If you no longer have your return address label or would like to send back products from another country other than Germany, you can print out a new label by clicking here.

Important: Please note that we do not accept returned products, which were not purchased from the reisenthel online shop. These products can be directly returned to the retailer you purchased them from.

Please send all reisenthel online shop returns to the following address:
Reisenthel Accessoires GmbH & Co. KG
Online Return
Zeppelinstr. 4
82205 Gilching
Germany

Your account will be credited directly after receipt and review of the returned products. Please note that returned goods must be in condition such as corresponds to normal use for the purposes of checking - as would be normal for the purposes of trying on in a shop - and with the original label still attached. Please also refer to our cancellation instructions.

 

Complaints

I have a complaint about a purchased product, what can I do?

For all complaints concerning products purchased in our online shop, please write an email to our customer service at service@reisenthel.com.  Assure that your complaint is within the statutory warranty period of 2 years.

To process your order more quickly, provide us with your postal address as well as your order number and customer number. If you are looking for a replacement part, please click here.

I have a complaint about a purchased product bought elsewhere, what can I do?

Please contact the shop where you purchased your product(s) from with the receipt. Their staff will be able to help you quickly and effectively. If you need any help finding the retailer, try using our Storelocator.

For replacement parts, please click here.

Care Instructions/Cleaning

Can I wash reisenthel products?

Our general recommendation is to clean our products with a sponge or soft brush using spot remover or washing-up liquid. Alternatively, apply soapy water, let it soak a while and wipe with a micro-fibre cloth.

We are unable to guarantee the washing of our products in the washing machine, as this could result in damage to the coatings and fiber reinforcements of our products.


 

Contact

How can I reach the reisenthel Customer Service?

Our reisenthel customer service is available from Monday to Friday from 09:00 am to 06:00 pm CET (Central European Time).

Feel free to send us an email at service@reisenthel.com or give us a call: +49 8105 / 907 32 06

 

Replacement Equipment

Where can I get replacement parts?

To ensure that you enjoy your reisenthel product(s) for many years, reisenthel supplies spare parts for several articles, for instance support stays which fit in the side panels of the carrybag. You will find an overview of all our replacement parts here.

What can I do, if I can’t find the replacement part that I need?

Just send an email to info@reisenthel.com. In order to guarantee that your request for replacement parts is processed quickly, please provide us with the following information: name and colour of the article (alternatively: article number) as well as your contact details. By giving us your phone number, we will be able to contact you quickly if there are any queries.

If you purchased your product(s) elsewhere, please direct your needs to the retailer you have purchased your product(s) from.

 

Technical Requirements

What are the technical requirements for shopping online at reisenthel?

In order to utilize all functions of the reisenthel online shop, you need a recent browser, like Internet Explorer version 9 and up, or Mozilla Firefox version 10 and up.

Please ensure that Javascript and cookies are enabled for the reisenthel website.

Do you have another question?

You didn’t find the answer to your question? We would be happy to answer it personally!

 To contact form