FAQs – Order & Payment

Was my order successful?

Once your purchase has been completed, you will be sent an order confirmation by email. If you have a customer account, you can view the status of your order by going to the menu item "Order history".

How can I change my order?

It is only possible to change your order if the order has not yet been despatched from our logistics centre. You can send us any changes you wish to make using a form you can find in your customer account under: "My account > Order history". This form shows a breakdown of your order - here you can adjust the quantity of any item you wish to change to the new amount. It is not possible to change the delivery address, billing address and method of payment, despite the fact that they are also shown next to the form.  When the form is submitted, an email is generated from the information contained in the form and is then sent on to RAL. After the form has been sent, you will find that the original quantities are still shown in your order history until the changes have been manually processed by RAL.

Partial cancellation

It is possible to cancel a particular item by entering the quantity 0. In this case, the change will be applied directly to your order and you will receive an email containing the new order information. RAL will also be informed that there has been a change made to the order. Any payment already made for the cancelled item will be refunded to you.

Complete cancellation

As long as your order has not been despatched, it is also possible to completely cancel the order. In this case, RAL will receive an email informing them that you  have cancelled the order. The status of your order will immediately be changed to show that it is cancelled. Any payment already made will be refunded to you.

I am an end consumer rather than a commercial customer. Can I still cancel my order once its been despatched?

Consumers have the right to cancel their transaction within 14 days, without having to give any reason, in writing (e.g. by letter, fax, email) or - if you receive the goods before the end of this period - by returning the goods. If you cancel your transaction, all goods received must be returned and any payments made will be refunded to the value of the goods by RAL. For exact details concerning where to direct your cancellation and the time periods that apply, please refer to our General Terms & Conditions.

What is the status of my order?

If you have a customer account, you can view the status of your order under "My account > Order history". You will be informed by email when your order is despatched.

Can I place an order without having a customer account?

Yes, you can place an order without having to register. However, you must always enter your details again every time you place an order. You also have no access to useful features such as managing your delivery addresses, viewing your order status and order history, keeping a wish list and managing your newsletter settings.

What does "currently not available" mean?

The item is sold out and must be manufactured again. You can ask us for more details.

Is VAT shown on invoices?

VAT is always shown on invoices for Germany and also on invoices for EU countries when a VAT number has not been provided.

How can I cancel an order?

As a registered user you can manage your orders in your customer account. There you will find all of your orders in the order history. You can cancel an order in the individual order view, as long as it has not yet been despatched. For more information, please read the question: How can I change my order? [Link]

Can I use an old order as a template for a new order?

As a registered user you will find all your old orders in your order history. Open the individual order view. There you have the option to re-submit the order as a new order. Your shopping basket will then be automatically emptied and refilled with the items and quantities from the order template. Now you can either carry on shopping and add further items to your shopping basket, or you can proceed directly to the checkout to complete your purchase.

Can I print a confirmation of my order?

As a registered user you can manage your order in your customer account. There you will find all your orders in the order history. In the individual order view, you can print a printer-friendly version of the order confirmation.

How can I pay?

In the RAL Colours online shop you can pay by invoice, payment in advance or credit card. Unfortunately, payment by invoice is not possible for orders placed from outside Germany.

(*) = prices excl. VAT