Yes, you can pick up and pay for your order directly at our location in Germany.

Payment on site:

Monday – Friday from 09:00 to 12:00

Address: Weiherstraße 1, 65439 Flörsheim am Main, Germany

Cash or debit card accepted. Bank transfers take 1–2 business days.

An order is only considered paid once the payment has been received.

Pickup times:

Monday – Friday from 09:00 to 16:00

Address: Weiherstraße 1, 65439 Flörsheim am Main, Germany

Pickups outside these times are not possible.

Warehouse locations:

Depending on the order, you may need to visit up to three locations:

Flörsheim – Weiherstraße 1, 65439 Flörsheim, Germany

Hochheim – Rüdesheimer Straße 51, 65239 Hochheim, Germany

Keramag – Böttgerstraße 14 / Hall 9, 65439 Flörsheim, Germany

Pickup only for paid orders:

Items will only be released once payment has been received. Unpaid items cannot be picked up.

In general, you can change or cancel your order as long as the items have not yet been shipped.

Once the order has been shipped, it can no longer be changed or canceled. In this case, you do have the option to refuse acceptance of the delivery and return the items.

For any changes or to cancel your order, please use our contact form so that our service team can process your request quickly.

Prepayment (bank transfer):

• Payment must be made to our account before shipment
• Payment deadline: 14 days from order confirmation; after this period, the order will be automatically canceled
• Always include your Order ID in the payment reference
• Refunds for cancellations will be made to the same bank account within 14 days
• Bank fees: Any fees charged by your bank for international transfers or chargebacks are your responsibility

Bank details for payments in Euro (EUR):

Bank: Commerzbank

Account holder: NEXTREND – GmbH

IBAN: DE58 5004 0000 0279 9443 06

BIC: COBADEFFXXX

Important: This account is only valid for payments in Euro (EUR).

Credit Card (Visa, Mastercard, American Express):

• Payment is charged at the time of order
• The cardholder’s name must match the name on the invoice
• Refunds for cancellations will be made to the original card
• Chargebacks: Fees resulting from unjustified chargebacks, which are charged to us by the card organization, may be passed on to you

PayPal:

• Payment is charged immediately at the time of order
• Refunds for cancellations will be made to your PayPal account

Apple Pay & Google Pay:

• Payment is charged immediately at the time of order using the linked card
• Refunds for cancellations will be made to the same card

Shop Pay:

• Fast and secure payments via Shopify
• Save your payment details to complete future purchases quickly and easily

Refunds for cancellations

In the event of a cancellation, we always refund payments using the same payment method you used for the original order. The refund will be processed no later than 14 days after we receive the returned goods or after you have provided proof that the items were returned

Fees, returned payments, and chargebacks

If we incur costs due to returned payments, chargebacks, or unpaid transactions, we may pass these fees on to you in the actual amount incurred. Please ensure that your payment details are correct and that sufficient funds are available

Prepayment (bank transfer): Payment is considered received once the funds have been credited to our account. Shipment will only take place afterward.

Credit card (Visa, Mastercard, American Express): Payment is charged immediately at the time of order, though it may take longer for the amount to be posted to your card account depending on your bank.

PayPal: Payment is charged immediately at the time of order via PayPal.

Apple Pay & Google Pay: Payment is charged immediately at the time of order using the linked card.

Shop Pay: Payment is processed quickly and securely via Shopify.

After placing your order, you will immediately receive an order confirmation via email.

The invoice will be sent to you by email after the goods have been shipped. Please ensure that the correct billing address is provided on the invoice.

Also, check your spam folder if you do not see the email in your inbox.

You can reach our product specialists by phone from Monday to Friday, 09:00 to 18:00, at +496145598830.

Our specialists also provide personal advice in our showrooms. You can find all locations here.

Alternatively, you can send your product inquiry at any time to our sales team via our contact form.

We strive to offer you a wide selection of items for your dream bathroom.

Please understand that, due to the complexity, we are unfortunately unable to provide custom or made-to-measure products.

If the information in the product description or help section is not sufficient, you are welcome to send us your detailed product inquiries via the contact form.

Our sales team will do their best to provide you with a prompt response.

Stuttgart, Germany – SchwabenGalerie, Schwabenplatz 5, 70563 Stuttgart
Mon–Fri: 10:00–18:00 | Sat: 09:30–16:00
Email: stuttgart@bernstein-badshop.de

Viernheim, Germany – Bürgermeister-Neff-Straße 5, 68519 Viernheim
Mon–Fri: 10:00–18:00 | Sat: 09:30–16:00
Email: viernheim@bernstein-badshop.de

Schönefeld, Germany – Zeppelinstraße 1, 12529 Schönefeld
Tue–Fri: 10:00–18:00 | Sat: 09:30–16:00
Email: berlin@bernstein-badshop.de

Frankfurt am Main, Germany – Hanauer Landstraße 553-555, 60386 Frankfurt a. M.
Mon–Fri: 10:00–18:00 | Sat: 09:30–16:00
Email: frankfurt@bernstein-badshop.de

Metz, France (in partnership with Gedik Mat) – 6 rue Haute Seille, 57000 Metz, France
Mon–Sat: 10:00–18:30
Email: support@bernstein-badshop.de

You can schedule a personal consultation appointment at any time to plan your dream bathroom.

Shipping costs Ireland:

• Parcel shipping (e.g. taps, accessories): €9.90
• Freight shipping (e.g. furniture, washbasins): €99.00
• Special freight (e.g. bathtubs, shower enclosures): €99.00

The exact shipping costs will be displayed during the checkout process.

Please note the following regarding shipping & delivery:

For a smooth delivery, please observe the following points:

• In the event of a failed delivery due to the recipient being unavailable, we reserve the right to charge any additional costs incurred.
• Please ensure that the delivery address is entered correctly and completely.
• For freight deliveries, it is important to provide a telephone number where you can be easily reached.

You can return an item within 30 days by following these steps:

1. Check if the return is free of charge

• Wrong, damaged, or defective item: The return is free of charge.
• Item you do not like: In this case, you will need to cover the return shipping costs yourself.

2. Fill out the contact form

Please always register your return first via our contact form. Our service team will then get in touch with you and explain the next steps.

3. Send the item back

You can return the item yourself using a shipping company or use our return service. We offer various options through our partners at cost price.

The return warehouse address:
Nextrend GmbH
Rüdesheimer Str. 51
65239 Hochheim
Germany

4. Refund

After we receive the returned item, we will refund the purchase price including the shipping fee paid at the time of order, minus the return shipping costs (if applicable).

Please note:

• Please avoid any damage or dirt on the item. Send the item back to us in its original packaging with all accessories and packing materials.
• If necessary, use additional protective packaging. If you no longer have the original packaging, please use suitable packaging that adequately protects the item from transport damage.
• Please do not send the item back to us postage due.

Return policy

You may cancel your order within 30 days of receiving the goods if you are not satisfied with the product.

Please note: In this case, you will need to cover the return shipping costs yourself.

Make sure to notify us within the 30-day period via our contact form. Our service team will then get in touch with you and explain the next steps.

The costs for returning items are generally borne by the customer. You can arrange the return shipment through any shipping company or use our return service.

In both cases, please contact us before returning via the contact form.

Upon request, we can provide you with a return shipping label, and the cost will be deducted from your refund.

Please note that return labels are not issued automatically.

Parcel Shipping
Price per parcel: €19.90

Collection by Freight Forwarder
Collection within the EU: €99.00
Bathtub and shower: €119.00

For safety reasons, we can only issue refunds to the original payment method you used.

Once your return has arrived at our returns center, we will process the refund within 14 days.

We will notify you by email when your item has been received.

Damaged delivery:

We are very sorry if your order did not arrive in perfect condition.

Please check the items within 14 days of receipt to see if they are damaged. If the goods are severely damaged, you can refuse acceptance directly with the carrier. If you notice damage only after unpacking, contact our customer service within 14 days via the contact form.

In both cases, it is important that you contact customer service and attach photos of the damage so that we can quickly review the case and find a suitable solution.

Complaints:

If you would like to submit a complaint regarding an item, please use our contact form.

Describe the issue as accurately as possible and upload clear photos so we can review your case quickly.

Once we receive your request, we will get back to you as soon as possible with the next steps.

Incorrect delivery:

If you received the wrong item, please send us photos of the delivered item as well as the label on the shipping box. This allows us to initiate the return process and send you the correct item.

Please use our contact form for this. We will review your request and take care of the further processing.

Missing items:

Some orders are shipped in multiple partial deliveries. Please first check whether another shipment might still be on its way to you.

If you are certain that no further partial shipment is expected, please contact us via our contact form.

Your request will automatically be forwarded to our after-sales team. We will immediately check the status of your order and the availability of the missing items and arrange the reshipment as quickly as possible.

If individual accessories or small parts are missing, you can speed up the process: Simply mark the missing parts in the assembly instructions, take a photo, and attach it to your request.

Some replacement and accessory parts can be easily ordered through our online shop. You can find them in the respective product categories under the “Accessories” section.

Please note that not all replacement parts are currently listed on our website. If you cannot find the part you need there, please send us a request via our contact form.

To help us assist you quickly, please describe the part as accurately as possible (e.g. function and special features). Ideally, attach a screenshot from the instruction manual and mark the required part on it.

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.

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.

For a spontaneous visit to the showroom, no appointment is required.

If you would like to receive personal advice, we recommend scheduling an appointment in advance so that our specialists can allocate enough time for you.

Schedule your consultation now.

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.