Help center

To obtain product details for the items you require, simply look under product information, dimensions and specifications when browsing through your desired products.

We hope that this information and data sheets and also assembly instructions help you. If the information you require is not available, simply contact us via the contact form or by telephone at +496145598830.

We do everything we can to offer you a large selection of items for your dream bathroom. We ask for your understanding that it is unfortunately not possible to offer special and custom-made products due to their complexity.

In addition to our online store, you can also visit us in our bathroom showrooms. Here you will find an overview of the showrooms in Germany locations. Arrange your appointment now consultation or viewing appointment in the Bernstein showroom of your choice and let our sales staff advise you!

You can discover a large selection of sanitary items for your bathroom furnishings in our showrooms!

What's special? You can convince yourself of the unbeatable price-performance ratio of our sanitary ware on site, so we are sure that the quality of Bernstein products will contribute to your purchase decision. Please note that it is not possible to take the goods into our showrooms.

You can reach our specialist advisors Monday to Friday from 09:00 - 18:00 by telephone at +496145598830.

Our specialist advisors can also advise you in our showrooms. Here you will find an overview of our showrooms in Germany locations.

Alternatively, you can also contact the sales department with your consultation questions via the contact form contact form.

Yes, we use the SSL procedure (Secure Socket Layer). All personal data that you send to us is only transmitted in encrypted form and cannot be viewed by third parties.

We offer you the storage of your personal data in a password-protected customer account (registration and assignment of a customer number) so that you do not have to enter your name and address again the next time you make a purchase. The data is then automatically entered into the order form.

On your next visit, you will only need your e-mail address and the password you have chosen to access your personal data.

Once you have successfully logged in, you can view and change your personal data (e.g. account details or delivery and shipping addresses). You can also change your password here. You will also find an overview of your previous orders and the current status of open orders.

You have the option of deactivating your customer account at any time. Once you have successfully logged into your account, you will find the corresponding "Deactivate account" button.

Note: Your personal data will only be requested and used to process your order.

You can find more information on the confidentiality of your data at Data protection.

When you place an order in the online store, you will be asked to enter your personal details on the way to the checkout.

You have the choice of opening a customer account or continuing your order as a guest.

Registration offers you the following advantages:

• Save your delivery addresses for subsequent orders
• Overview of your last orders and the processing status of your current order
  

Please click on "Log in" and in the new window on "I have forgotten my password". You will then be asked to enter your e-mail address. A link will be sent to you by email and you can enter a new password.

When you register with us, a customer account is created for you. Your personal customer account can be viewed at any time in the "My account" area. There you can change your data and view current and previous orders.

To log in, enter your e-mail address and your personal password.

If you wish to delete your data, please contact datenschutz@nextrend.de.

Of course you can. If you do not like a product, you can inform us of your withdrawal within 30 days of receiving the goods.

Please use ourcontact form.Our service team will inform you about the next steps.

In the event of a complaint, please fill in the form form. We will get back to you as soon as possible.

The refund for your order will be within 14 days of receipt of the item in our returns center.You will be notified of the receipt of the goods by e-mail.

For security reasons, we can only issue refunds to the payment method originally used by you. used by you.

Order unpaid: An unpaid order that we have received in the system and payment has not yet been made can still be changed at any time. In this case, please contact us via our contact form We will then process the order as quickly as possible and send you a new order confirmation to confirm the change.

Order paid and in arrears: This and the same procedure also applies to orders where items are in arrears and the order cannot yet be dispatched at this time. You can also contact us via the contact form.

Order in preparation for dispatch: Our aim is to provide you with the best possible service and to deliver stock items or your fully available order to one of our shipping partners ready for dispatch within 24 hours. With this in mind, order changes can only be made by telephone so that the order can be changed in good time according to your wishes.

Order already shipped: As soon as your order has been dispatched and the outgoing goods have already been booked, we are unfortunately no longer able to make a change to the order, as the goods are no longer in our care from this point onwards. If you wish to change the order, we would ask you to register a return with the service department and reorder the changed item/order at the same time, as these are two separate processes.

You can request or register a return via our contact form as follows.

Both the delivery and billing address can be changed without further problems if the goods have not yet been dispatched and handed over to one of our shipping partners. You can do this either by telephone or at any time via the contact form at any time.

A billing address can be changed at any time, even after shipping has taken place. To do this, please contact us via the contact form so that we can prepare and send you a corresponding correction document.

You can cancel your order at any time up to the time of dispatch, stating a reason for cancellation and contacting us at contact us.

As soon as your order has been dispatched and the outgoing goods have already been booked, we are unfortunately no longer able to cancel the order, as the goods are no longer in our care from this point onwards. If you wish to cancel the order, we would ask you to initiate a return.

You can initiate a return via our contact form as follows.

In some cases, our automatically system-generated e-mails end up in your spam folder. Therefore, if you do not receive an order confirmation, please first check your spam folder and the receipt of the documents.

If there are no documents here either and you have problems during the order process, you are welcome to contact us at any time via the contact form contact us.

Shipping time
The availability of your desired item is displayed directly on the respective item. This allows you to see immediately whether the item is in stock or in the process of being delivered. We will inform you immediately in the event of delays in delivery.

Deliveries by forwarding agent are always made with telephone notification. DHL will contact you after taking delivery of the goods and agree a delivery date with you.

Delivery times subject to availability: "Ready for dispatch within 24 hours"
Parcel service: 7 to 9 working days after receipt of payment.
Bulky goods: 7 to 9 working days after receipt of payment.
Freight forwarding: 9 to 12 working days after receipt of payment.

Delivery times subject to availability: "Item in stock, pre-order now"
Note delivery date in the offer.

You can track your shipment online at any time. All our shipping partners and their tracking information are listed below.

Please note that forwarding shipments can only be tracked after 1-2 working days from successful dispatch.

Parcel shipments:
DHL parcel (small items up to WC and bathroom radiators):
Consignment number: 0034********
https://www.dhl.com/de-de/home.html

DPD:
Parcel number: %0072290094******102328276 -> from 09 up to the last 6 digits (14 digits in total) or directly 094*****102
https://www.dpd.com/de/de/empfangen/sendungsverfolgung-und-live-tracking/

Forwarding shipments:
DHL Freight (large and heavy sanitary items):
DHL package number: 0034*******
https://activetracing.dhl.com/DatPublic/datSelection.do

Shipment of showers and mineral cast shower trays:
DSV:
Shipment number: 6300*********
https://www.dsv.com/de-de/

DHL-2-man:
Shipment number: A06L********
Unfortunately, this shipment tracking cannot currently be displayed publicly. For feedback or status requests, you can contact us at any time via the contact form to contact us.

When shipping items such as bathroom furniture, bathtubs and shower enclosures, you will be contacted by the shipping company by telephone, text message or e-mail within approx. 3-4 working days.

This is called "notification" and is an announcement of a planned delivery; you have the opportunity to discuss and agree a delivery date with the shipping partner.

The shipping partners deliver the shipments to the kerbside. This means that the forwarding company or shipping partner may deposit the relevant consignment at the roadside. Delivery is therefore made to the curb or sidewalk of the delivery address specified in the purchase contract.

In the event of obvious packaging damage, we would ask you to accept the goods with reservations and to check the delivered item(s) for damage immediately.

Parcel:
Small goods up to max. 30 kg are sent to you by parcel post with our shipping partners DPD and DHL. The shipping costs are CHF 29 and delivery is made to your door.

Please note that shipping to any parcel station is generally not possible.

Bulky goods:
Bulky goods are larger and more unwieldy small items (e.g. bathroom radiators) up to max. 30 kg and a maximum girth of 360 cm. In this case, shipping is carried out by DHL to the front door and costs CHF 49

forwarding agency:
We ship all our larger and heavier items, which must be shipped on at least a half pallet or Euro pallet, by forwarding agent. This shipment is carried out by DHL Freight, DHL's forwarding service, and costs CHF 165. Delivery is made to the kerbside and is announced/advised in advance by the shipping company.

Shower shipment:
This is also a form of carrier shipping and basically the majority of our shower enclosures and cubicles are shipped separately for safety reasons. This is done with our shipping partners DSV or DHL-2-Mann. Here too, delivery is made to the kerbside.

In principle, the majority of our shower enclosures/partitions are shipped separately for safety reasons, with the exception of a few models. This is particularly the case if your order includes several items and a shower enclosure/partition.

If you have ordered several items and one or more items are not available at this time, you have the option of requesting a partial delivery of the items that are already available. In this case, your order will be split accordingly and the goods shipped separately according to availability. Additional shipping costs will be incurred as a result of the additional shipment and these are calculated as follows according to the additional partial delivery:

• An additional parcel shipment costs CHF 29
• An additional bulky goods shipment costs CHF 49
• For an additional forwarding shipment CHF 165

You can order a partial delivery at any time via our contact form request.

Some orders are delivered in several parts. If you can rule out that no further partial delivery is on its way to you, please contact us via the contact form to notify us.

This will open a request that our bernstein aftersales team will process as quickly as possible. The status and availability will be checked and any missing items will be dispatched immediately.

If you are missing various individual parts or accessories, we can process your request more quickly if you mark the missing parts in the instructions, take a photo of them and conveniently attach this to your request.

Our warehouse dispatches up to 3000 items every day. If, unfortunately, you have received an incorrect item, please send us pictures of the item and the label on the box so that we can initiate the return process as quickly as possible and send you the correct item.

Please use ourcontact form and select the reason "Other". We will then check and process your request as quickly as possible.

Of course, this should never happen and we are very sorry if the delivery has not arrived in perfect condition.
 
It is important that you check the outside of the goods immediately when they are handed over by the transport service, as you usually have to confirm that your order has been received in perfect condition by signing for it with our shipping partner. Before you accept an obviously badly damaged item, let our shipping partner know or refuse to accept it.

If damage is only noticed afterwards, please contact us immediately within 30 days.

Please use ourcontact formand send us pictures documenting the defect.

We will then get in touch with you regarding a solution.

Some spare parts and accessories can be purchased via our online store and can be accessed under the respective categories.

These are listed in each category under "Accessories".

Not all spare parts are currently shown on the website. If you cannot find the part you need, please use thecontact formto send an inquiry to our team.

You can help us by describing the functions and characteristics as precisely as possible. Ideally, you should send us a screenshot of the instructions and mark the required part on this image.

We will then check the availability and possible delivery time for you and usually get back to you within the next two working days.

You can find the instructions in the offers under "Details" or in the "Installation & operation". You will also find an installation video for some items. Please note that we do not always have instructions for all items.

If you have any questions about installation or operation, please do not hesitate to contact us via the contact form contact us.