Frequently asked questions

Order/Ordering process

In our online shop you can find items in various ways. Either you use the categories, which are located in the upper navigation or you click on product or on a banner on the start page. Select a category and you will be taken directly to the category overview page. Then click on the desired item and you will get to the product detailed view. 

In the detailed view you will see a description of the product, photos of the item and the price. You can also select the desired quantity and size depending on the item. Then you have the option to put the items on the quotation list or in the shopping basket. With the button "quotation list" you can put the product on your personal quotation list, which you can request directly from our Rosenbauer sales team. They will get in touch with you immediately.

You will then receive a confirmation that the item has been added to the quotation list or shopping basket. Now you have the choice whether you want to continue shopping or call up the quotation list or the shopping basket. 

In the shopping basket you get a view of the items, about the desired quantity and the prices. You can now change the items, remove or continue to checkout. Afterwards you will be asked to log in, if you are not already logged in, after that you will get information about the payment/delivery conditions and the terms and conditions. Click on continue and you will get an overview page that shows you information about the entire order. With "Send order" you complete the order and receive a confirmation by email.

The goods will be sent to you immediately.

By clicking on the "Inquiry list" button on the respective product page, you can add a product to your personal inquiry list and then download it as a PDF or send it directly to Rosenbauer Sales. The sales department will then get in touch with you promptly.

Of course, you can also order from us by email. Please contact us at the [email protected]. We will get in touch with you as soon as possible.

Please contact us at the e-mail address [email protected].

As long as you have not completed the order, you can add more items to the order at any time using the "Buy Now" button.


Payment

    You can pay conveniently by credit card or instant bank transfer. If you need price information or have specific questions, please feel free to use the "inquiry function" in the quotation list. Here, a Rosenbauer employee will be contacted directly and will get in touch with you promptly.

      You are welcome to contact the customer service  of our contractual partner Klarna in this regard.

      You will receive the invoice directly to your email address. If you have not received it, please contact [email protected]. An employee will get back to you soon as possible.

      You can easily pay by credit card or by instant bank transfer. If that is not possible, please check your credit card or bank account details and contact your responsible bank directly in case of problems.


      Delivery

      You can use the Track and Trace portal to find out the location of the parcel using the tracking number of the parcel. You will receive the tracking number in the confirmation email of your order. If you have not gotten this email, please contact [email protected].

      Link to the Track and Trace Portal of Post: https://www.post.at/en/sv/track-and-trace-search.

      You can change the delivery address under "My Account". However, it is no longer possible to change this after an order, has been placed.

      Parcels under 30 kg are shipped with Austrian Post. Parcels over 30 kg are delivered with the forwarding company Dachser. They will contact you directly after the order has been placed.

      The right of withdrawal is valid for 14 days after the conclusion of a contract or receipt of ordered goods. To exercise the right of withdrawal, you must notify us in writing or by email that you want to cancel the order. After that, you have to return the goods within 14 days. You can print out the return slip for this under "Returns" in your personal account under "My Account". The return costs are borne by the buyer - please refer to the respective rates of Österreichische Post AG for the prices.

      Provided your product is in stock, we will deliver your order within 2-3 working days if you pay by credit card or instant bank transfer. If the product is not in stock, the delivery time may be extended accordingly. 

      Immediately after your order is shipped, you will receive an email with a Track and Trace link to track your shipment. Please note that in rare cases it can take up to 24 hours after placing the order until the latest shipping information is available from the shipping partner.

      If different delivery times are indicated for different items in your shopping basket, the items are not shipped separately, but always together in one order. The delivery time may be extended accordingly.

      Orders in the Rosenbauer Onlineshop are free of shipping costs.


      Return

      The right of withdrawal is valid for 14 days after the conclusion of a contract or the receipt of ordered goods. To exercise the right of withdrawal, you must notify us in writing or by email that you want to revoke. After that, you must return the goods within 14 days.

      You can print out the return slip under "Returns" in your personal account under "My Account". Before doing so, you will be asked which goods should be returned and why you want to return goods. This query helps us to improve our service and products. 

      If it is one or more shipping items (over 30 kg) then please contact  [email protected] with your order number and contact data. The forwarder will contact you directly and coordinate the next steps.

      For returns, the respective tariff fees of Österreichische Post AG apply. In the case of a return by freight forwarding, the following costs are to be borne by the customer:

      Weight
      Costs
      Forwarding company 1 (<= 50 kg) 46 €
      Forwarding company 2 (*<=* 100 kg) 68 €
      Forwarding company 3 (*<=* 200 kg) 89 €
      > 200 kg Applicable freight and packaging prices according to offers

      The sender is responsible for the return (e.g. wrong goods delivered, transport damage): Of course, you will not incur any costs.

      The recipient is responsible for the return (e.g. wrong order or goods ordered for selection): The return is at the expense and instigation of the costumer.

      Until your return has arrived at the Rosenbauer warehouse, you are responsible for the goods. Therefore, please obtain a proof of mailing, when you take the retun to the Post. With the help of the return number on your receipt, the current status of your return can be kept track of.

      As soon as soon the return has been received by the Rosenbauer warehouse, you will get a confirmation by email.

      You can also make a return in the store at the Rosenbauer Costumer Center Austria (Handelsring 12, 4481 Asten). Please note that a stationary return is only possible there at this location.

      No problem! We have sent you this information by e-mail so that you can also print the label later.


      Size charts

      Please refer for your clothing size for duty or youth clothing to this size chart.


      Customer account

      Click on the "Reset password" link in the login area of the Rosenbauer Onlineshop and follow the instructions to create a new password.

      Consent to the newsletter can be revoked at any time via [email protected] or at the end of each newsletter.    


      Data

      Rosenbauer E-Commerce GmbH takes the protection of personal data very seriously. Rosenbauer processes your data in compliance with all applicable data protection laws. In doing so, we naturally observe the principles of data protection law for the processing of personal data. The personal data we collect is stored in reliable systems and secure servers, including all technical and administrative security measures. This means that all data is protected against loss, destruction, manipulation and unauthorized access. All Rosenbauer employees and the service providers working for Rosenbauer are bound by the applicable data protection laws.

      Rosenbauer does not collect more personal data than necessary and only for legitimate purposes. Your personal data is available and accessible only to those persons, who are dependent on this data to fulfill the intended processing purpose. To the extent necessary, your personal data may be shared with suppliers and subcontractors (processors and subprocessors) who perform certain tasks on behalf of Rosenbauer, as well as with the independent third parties.