How can I order items?

You can place orders in our online shop. Unfortunately, we are unable to accept orders by telephone or in person on site.

Was my order successful?

After successfully placing an order, you will automatically receive an email confirming receipt of your order. If you have a customer account, you can view the order status under “My orders”.

How can I change my order?

It is possible to change the items ordered only if the order has not yet been dispatched from the logistics centre. You can find the order status and the order number in your customer account under “My orders”. It is possible to send your desired changes by stating the order number via the contact form When you send your desired change, an email will be generated which is sent to RAL. After this form has been sent, the original order quantity will still be shown in your order history until the change is processed manually by RAL. Every order will be processed and subsequently sent immediately for dispatch to our warehouse. Orders can no longer be cancelled after dispatch.

What is the status of my order?

If you have a customer account, you can view the status of your order under “My account > My orders”. You will be informed by email when an order has been dispatched.

Is value added tax shown?

In principle value added tax will be shown for invoices within Germany in accordance with the German rates of value added tax. No value added tax will be shown for EU countries, insofar as the customer states his VAT number. If this is not provided, value added tax will be shown in accordance with the German rates of value added tax. No value added tax will be shown for third countries.

Do I have to pay value added tax?

Insofar as it is shown on the invoice, then value added tax must be paid in full. If you are located in the EU, you do not have to pay value added tax if you provide a VAT number. You will pay the value added tax shown unless you provide a VAT number in the EU. We do not show any value added tax for deliveries to third countries.

Which invoice address do I need to enter for credit card payments?

If you are paying by credit card, your address must be exactly the same as the address on your credit card statement so that the credit card can be verified.

What should I do if an item I have ordered has not arrived?

Please contact our customer service on TEL: +49 228 688 95 120 or use our contact form.

Dispatch & delivery & delivery areas

What does “currently not available” mean?

The item is sold out and needs to be produced again. For details, please contact our customer service

Can I pre-order products which are currently not available for delivery?

We cannot provide a precise delivery date for technical production reasons. It is therefore not possible to pre-order.

One item in my order is defective/missing – what can I do?

Please contact our customer service on TEL +49 0228 688 95 120 or use our contact form.

How long does delivery take?

Our standard delivery in Germany is 2-3 working days. You can find out about deliveries abroad. Regardless of this information, deliveries may be delayed for reasons which are not under our control (e.g. strike).

What is the delivery status of my order?

You will receive a tracking code from us with your order confirmation via which you can track the delivery status at any time. Orders for items which we have in stock will generally be dispatched within 1-2 working days after the order is placed. Please note that some orders may be delayed for other reasons during order processing.

Which countries do you ship orders to?

In principle RAL delivers worldwide. If you can’t find your delivery country in the Shop, please contact our customer service. We reserve the right not to accept orders from delivery areas with certain conditions (war zones, etc.).

How much are shipment costs?

In Germany we charge a flat rate shipment cost of € 6.50 for orders up to a value of € 29.00 net. Parcel shipments within Germany are free of shipment costs as of a value of € 29.01. The shipment costs for deliveries abroad will be shown to you during the order process.

Can I collect my order directly from you?

Collection from RAL on site is possible in principle if you inquire by email. We will notify you by email as soon as your goods are ready for collection (1-2 working days in advance). You can collect the goods in Bonn within our collection times (Mon-Thurs…9 am - 4 pm, Fri. 9 am -1 pm). Please note that self-collection is not possible in conjunction with a purchase on account or a payment on site.

Can I change my delivery address or type of dispatch after placing the order?

Unfortunately, it is no longer possible to change the delivery address for this shipment after the order has been dispatched. You can change the delivery address for future orders in your account at any time. zukünftige Bestellungen jederzeit ändern.

Can I arrange for delivery to a post-office box or automated parcel deposit and collection station?

We exclusively accept physical addresses as delivery addresses (no post-office box or automated parcel deposit and collection station). All deliveries will take place from Monday to Friday, apart from on public holidays. In some circumstances it may be necessary to confirm receipt with a signature.

Types of payment

How can I pay?

You can pay by PayPal, prepayment and credit card (Visa, Mastercard, American Express). A purchase on account is possible as of the second order in Germany. Unfortunately, a purchase on account is not possible if the order is placed from abroad.

When will my credit card be charged?

We will not make a charge until your products have actually been dispatched. The precise time when your credit card will be charged can be found in the agreements with your credit card provider.

How will the charge on my credit card be displayed?

The charge will appear as follows on your credit card statement: RAL gGmbH

Customer account

How do I become a RAL customer?

You will automatically become a customer at RAL and receive a customer number with your first order. It doesn’t matter whether you have set up a customer account or whether you placed the order as a guest. You will become a customer of RAL by registering, regardless of whether you place an order.

How do I register?

You can also register without placing an order. In order to do this, click on the “Customer account” icon and select “Set up an account” there. Enter your data including an email address and password and click on “Set up an account”.

How do I register at "My account"?

Click on the “Customer account” icon and select “Register” there. Enter your email address and password for your customer account and click on “Register”.

How do I log out?

Select the menu point “Log out” on the “Customer account” icon.

How can I delete my customer account?

Please contact our customer service if you want to delete your customer account.

How do I change the address, password, email, name etc.?

You can change the invoice and delivery address in your account under the “Address book” menu point. You can make changes to your password, email address, tax number/VAT ID no. and contact details under “Account information”.

I have forgotten my password.

In this case, click on the “Forgotten password?” link and enter your email address in the following window. You will immediately receive a message from us in which you will find the link to change your password. You can enter a new password in your customer account via this link.

Can I still place an order without having a customer account?

Yes, you can send an order without registering. However, you must re-enter all your details again when you make another order. In addition, you will not have access to useful functions such as management of your delivery addresses, inspection of your order status, order history and personal notepad.

Are my data protected?

You can find more detailed information in our Data protection declaration.

Customer service hours

When can staff be reached in customer service?

You can reach us Monday to Thursday from 9 am to 5 pm and on Friday from 9 am to 3 pm. Collection times for pre-ordered goods and those which have already been paid for are Monday to Thursday from 9 am to 4 pm and on Friday from 9 am to 1 pm.

Data protection and security

What data protection guidelines apply in your company?

You can find more detailed information on data protection at RAL in our Data protection declaration..

Prices & Conditions

Prices, specifications, availability and offer conditions can be changed without prior notice. We reserve the right to not accept your order in full or in part if the price at the time of the order is not valid or was entered incorrectly.

Other restrictions

RAL retains the right to limit product quantities per order, address and/or to individual customers. Products sold by RAL on this website are not for immediate resale.