FAQ

Contents

General

Login/registration and customer account

Payment

Shipping

Order status

Guarantee/complaints

Information on products

More information

 

General

  • What is the address of the online shop?

http://shop-uk.rowa.de  (without the www.)

  • I cannot see prices and cannot add products to the cart.

To activate the price display and buy products in the online shop, you first have to register.

  • Can I also get information on product prices without registering. 

Unfortunately that is not possible.

  • Are there specific system requirements for using the Rowa online shop?

You should use an up-to-date version of one of the customary browsers.

  • Can the Support Team be contacted around the clock and also on Sundays and public holidays?

Our Support Team can be reached Monday through Friday, from 8am to 5pm. 

  • How can I order the products if I am not based in the United Kingdom?

In this case please get in touch with your local partner or contact our Sales Support to obtain a personalized offer.

  • Can I also order the products over the phone?

Please use our online shop for ordering. This is the only way we can guarantee you long-term price stability.

Login/registration and customer account

  • How do I register?

To register, simply follow the link My account
Please state your machine or customer number directly to register. You will then be activated automatically for the online shop.
If you do not have this information to hand, your registration will have to be validated first. This may take a little time. You will then be informed by e-mail when your registration has been activated.

  • I have forgotten my password.

Please use the “Forgotten password” link under My account

  • How can I modify my contact details afterwards? (new e-mail address, new delivery address, new billing address)

You can modify your contact details at any time in your customer account. To do so, simply log in with My account.

Payment

  • Which payment types do you offer?

We offer credit card and PayPal. The payment type can be changed either in your customer account or conveniently in the order process.

  • I am having difficulties with payment

Please try again, you may have mistyped some details, or choose a different payment type. If this does not work, please contact our Support Team. 

  • How do I redeem a voucher?

Please enter the voucher code in the designated field during the payment process and activate it using the orange-colored activation button. Please note that every voucher can only be redeemed once and only for the product indicated on the voucher/the corresponding discount. It is not possible to transfer the voucher value to other products.

  • By when at the latest must the ordered products be paid for?

 Payment is taken in advance during the order process. Invoiced delivery of products from the online shop is not possible.

  • Can I also order on an invoice basis?

 Invoiced delivery of products from the online shop is not possible.

Shipping

  • Do the shipping costs vary depending on the quantity ordered?

Shipment to Germany and Austria generally costs £ 5.90 (plus VAT). Shipping is free in UK with a minimum order value of £ 200.

  • How long will it take to receive the ordered products?

Please refer to the relevant product description for the delivery time.

  • Is there a minimum order quantity for the products?

There are minimum order quantities for some products. Please refer to the sliding scales shown.

Order status

  • Will I receive order confirmation after I have placed an order online?

You will automatically receive order confirmation with the invoice when you have placed your order, since you will have already paid the costs in advance.

  • Can I track the current status of my order?

Unfortunately it is not possible at present to track the order in the customer account.

Guarantee/complaints

  • Can I return/exchange the products if they do not meet my expectations?

No, that is normally not possible.

  • What do I need to know about making a complaint?

If you have a complaint (e.g. product damaged/missing/incorrect delivery), please use our complaints form and return it fully completed within 14 days to the following address: rowa-service@bd.com. Please add the corresponding delivery note and any pictures to your e-mail. You will be informed immediately about how to proceed.

To complaints form

Information on products

  • Where can I find further details about the products?

Please click the required product to access the relevant product page, where in addition to pictures you will find extensive information about the product, and possibly also operating instructions.

  • Will I receive instructions for use along with the product?

Instructions for use are supplied with some products or you will find the description in the operating instructions that come with your system. Additional information is also available on the relevant product page.

  • Can I see at a glance which products are newly added?

 New products are identified by the banner “New” for a certain time.

More information

Please refer to our Customer Information

Viewed