Quality since 1922

Tested child safety

Protection from the start!

FAQ - Frequently Asked Questions


When will my online order arrive?

You will receive an email from us with your postal tracking number as soon as your package has been picked up by us. You can also find this number in your customer account included in your order details. With this postal tracking number, you can track the shipment which will usually provide a delivery date. Through this number, you have the option to redirect the shipping location as well as set a specific delivery date.  For further questions regarding delivery please contact our shipping service provider (DHL, für Gitter DPD).
If you ordered a spare or replacement part, you will likely not receive shipping information as these are scanned less frequently by DHL. You can however find the tracking number in your customer account.

How can I recive my invoice?

For orders done through reer.de, we send you the invoice as soon as the order has been made. You should automatically receive an email a few minutes after the payment to your provided email address.  Please also check the spam folder if it does not appear in your primary inbox. If 24 hours pass without receiving an invoice from us, and you need it for any reason, please send us a message through the Contact Form.

How can I cancel my order?

You can only cancel orders on the same day the order was made because it will be sent out immediately after it is ordered (except on Saturdays and Sundays).

Can I still change an order at a later date?

We do our best to process and send your order as quickly as possible, usually by 2 pm daily. We prioritize this swiftness so you can have what you need as early as the next day. It is due to this swift processing, that an order change is unfortunately not possible.

How long can I return my order?

Your order can be returned within 14 days of its original purchase date. To return orders outside of this window you must fill out a return form or note the return on the item's receipt and ship the item back at your own cost.

How can I order through the online shop?

If you wish to order with us through our online shop, then you can either create a customer account or order as a guest. Simply add the desired product to your cart and click checkout.  

Can I purchase my order as a gift?

Currently, we do not offer the possibility to purchase and send an order as a gift. 


What are the accepted payment methods?

You have the following payment methods to choose from: payment by direct debit, Paypal, or credit card. Please note that we process all of our payments through PayPal. After you click checkout, you will be redirected to the PayPal website even if you do not have a PayPal account. While there enter your payment information, such as credit card or bank information to complete your payment. You do not need a PayPal account to complete this process.

How does purchasing through direct debit work?

To purchase through direct debit complete the following steps:

1. Add the product to your cart
2. Proceed to checkout and fill out the order information
3. Select "Lastschrift" or direct debit (see image)
4. When you finish filling everything out, click the user a payment agreement
Important: You will be redirected to the PayPal website. You do not need to have a PayPal account. PayPal helps us carry out direct debits.
5. At the top of the page, it should say: Pay by Direct Debit.
6. Please enter your IBAN in the field (see image, circled in red)
7. At the bottom of the page it should say: Create Customer Account (Recommended)

8. Choose here: Continue without a PayPal Account
9. Click: Pay now

My payment through PayPal is not working, what should I do?

If the payment process is not working, do not worry, your order will remain valid. You will receive an order confirmation from us by email. This email will have a link which allows you to reattempt the payment process. If you should continue to experience the problems, contact our customer service through the contact form.


My promotional code or voucher does not work, what should I do?

If the voucher you entered does not work, please contact us so that together we can find a solution for you.

Can I redeem multiple vouchers at the same time?

Depending on the voucher, it is possible to redeem multiple vouchers at once, however, some promotional codes or vouchers only allow for one to be redeemed at a time. More specific information can be found within the details of each respective promotion.

How can I purchase a gift voucher?

Unfortunately, we do not currently offer gift vouchers.

Where can I redeem my promotional code or voucher?

You can redeem your promotional code or voucher directly in the shopping cart or within the order checkout page, before making the final payment.


How much does shipping cost?

The shipping costs depend on the country and size of the item purchased. Only purchasing spare parts within Germany is free of charge but in combination with other products, these products apply to the free shipping limits.

Can I track my shipment?

As soon as you complete your purchase, you will receive a tracking number through your email and customer account which you can use to track your shipment. You can track the delivery status of your shipment number by clicking the following link and inputting your tracking number: https://www.dhl.de/de/privatkunden/dhl-sendungsverfolgung.html.

I recived my parcel, but it is missing something, what can I do?

Was something missing in your parcel or too little was delivered? Then please contact us by clicking this link:Kontaktformular. Together we can find a solution.

Can I deliver the order to an alternative address?

In the order and checkout process, you can select whether the package should be sent to the billing address or an alternative address. If you want to send it to an alternative address, you will have to enter the information of that address.


Can I return differnt orders in a single shipment?

Yes, you can. In this case, please leave all of the delivery receipts in the same parcel so we can process each return correctly.

Can every products be returned?

Within the 14-day return period, any products can be returned without issue. 

What prerequisites must be completed in order to return something?

You can make returns within 14 days from the completion of your order. All you need to do is return the product to us, ideally with the product's delivery receipt. On the receipt please write in large capital letters "Widerruf". This makes it possible for us to give you a refund. Please note that in the case of returns, you are responsible for the return shipping costs.
If your product is defective, please go to our contact form to be put in contact with our customer service. Together, we will find a proper solution for the issue.

Who pays the costs for the return shipment?

In cases of returns made within 14 days of the completion of the order, you are responsible for the costs of the return shipment. If the device is defective, please contact our customer service through the contact form, that way we can find another solution. 

Can I track the return shipment?

As soon as a DHL branch receives your return shipment, you will receive a shipping number. You can track the delivery status of your shipment with the following link: https://www.dhl.de/de/privatkunden/dhl-sendungsverfolgung.html.


I ordered my reer product through Amazon and would like to return by goods, what should I do?

During the two-year warranty period, Amazon, as the retailer, is responsible for handling complaints. For defective products, you can complain directly to Amazon and receive a corresponding replacement. Exchanges between products purchased through Amazon must be made directly with the retailer because we are not directly affiliated with them. Unfortunately, it is impossible in these cases for an exchange to be made through us.
To get in contact with Amazon, simply use their integrated chat function, which can be found by using the following link: https://www.amazon.de/gp/help/customer/contact-us.
The attendant will ask you for your product number, which you can find under the, "My Orders" section in your customer account. Please also state directly that you have already contacted the manufacturer and they referred you to Amazon as the retailer. Amazon will then help you as part of their 24-month warranty.

My delivered product is defective outside fo the return period. What can I do?

If a device or product is defective within the 2-year warranty, then please send us an invoice with your complaint. If you purchased the product through a retailer then please send the complaint directly to the retailer.

Do I have a warranty on goods that were already used and are now defective?

If you purchased tested B-stock with us, and the product becomes defective within the 2-year warranty, you can have the product replaced under warranty. In these cases, please contact us through the Kontaktformular to receive assistance.

What can I do if I recieve falty or incorrect products in my delivery?

If you receive faulty, incorrect, or too few products in your delivery then please get in touch with us through the Kontaktformular so that we may look into the matter and assist in correcting any mistakes. 

How long can return my order?

You can return your product without giving a reason within the 14-day right of withdrawal by either filling out the withdrawal form or by writing "return" on your delivery receipt and sending the order back at your own cost.

Product Information

Can I also attatch my Changingstation Warmer to the wall?

You can attach the devices with the product numbers 1928 and 1909 to the wall instead of their provided stands. The material to do so is supplied with the product. The device with product number 19050, unfortunately, cannot be fastened to the wall and instead must be used with its provided stand.

What is tested B-Stock exactly?

This product was returned and was put through inspections. It has been declared fully functional through our rigorous testing. The packaging may come slightly damaged or come in an alternative neutral box, and the item itself may show very light signs of use. The sale of B-Stock products is part of our commitment to greater sustainability. When you buy a tested and safe B-Stock product, you are guaranteed to receive a device functioning "like new", which is good for both your wallet and the environment. 

Can I buy a stand for my radiant heater separately?

Unfortunately, we cannot separately offer full stands for our radiant heaters. Although our wall models appear similar to our stand models, they differ "under the hood" and thus cannot be used interchangeably. Our wall-mounted Radiant heaters do not have an integrated tilt switch-off. This is an important safety feature found in our stand models, but unfortunately, it isn't something that can be retrofitted into a model intended for the wall.

Are the screws incleaded for the electical outlet protectors?

No, the existing outlet screws are used to fasten the product into place.

What should I do if the screws used in the outlet are too short?

Unfortunately, there are many manufacturers and variations of electrical outlets, so we can't account for every model. Further, the screw lengths vary drastically depending on the outlet model as there are no current regulations standardizing them. Staff at any local hardware store should be able to assist in finding the right screw type and length for your outlet model. When in doubt take one of the screws with you to assist in finding a longer one of the same type. Please check to make sure that the product is fitted properly.  

Can I reattatch a broken cord to a Changing Station Warmer?

Of course, the cord can be reattached to your device (except in product numbers 1901.06 and 1902.06). When doing this it is important to remember to unplug the device from its outlet. You can then unscrew the device and tie the new pull cord to the internal pull switch. There is an eyelet on the pull cord switch for this purpose. Please note, that the pull cord should be reattached professionally. If you need a new pull cord, you can order one through Ersatzteile

How do I reset my Rigi Digital and Neo Digital Babyphone?

Problems with our Rigi or Neo are frequently solved by simply reconnecting the parent unit with the baby unit. To do this, please complete the following steps:

1. Turn off both devices
2. Simultaneously press the ON button on both devices for about 3-4 seconds. 
3. Finally, there should be some audio feedback indicating that the devices have been reconnected. 
4. If your problem persists after a reconnection, then there is likely a larger issue with the devices. In this case, please contact the retailer of your product to exchange your product for one that is functioning.

When can I find further answers for other specific products?

If you have a specific question about one of our products then simply go to the product page in the shopping section of our website. There you will find answers to questions that other customers have already asked about the product as well as a space to ask your own questions. 

If you have other questions about a specific product or fundamental questions about our products in general, please contact our customer service.

Do you still have more Questions?

If you have specific questions about one of our products, please go to that product's page in our shop to get more information about that specific product. There you will find answers to other customers' questions as well as a place to ask your own. 
If you have other questions or fundamental questions about our products in general, please contact our customer service by either telephone or email.