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Frequently Asked Questions

Discover a summary of the most frequently asked questions here and learn everything about our online shop. We will also be happy to answer your questions personally.

Shipping & Delivery

Do you also deliver to my address?
We currently only ship within Germany. If you are interested in a delivery to a foreign country, you are very welcome to tell us your destination country via our contact form and we will provide you with a non-binding price quote.

Can the goods be delivered to another address?
Of course! Delivery and billing address do not have to be the same. In our shopping cart you have the possibility to enter a delivery address and a billing address which differ from each other. Please note that the delivery address must be in Germany.

Can the goods be delivered to a post office or a Packstation (package locker)?
Unfortunately, delivering goods to post offices, their package lockers or post office boxes is not possible.

How long is the delivery time?
In general, the goods are delivered after receipt of payment. You will find the exact delivery time directly with each individual item. Please bear in mind that every single canopy tent and every single beer garden table set is manufactured by us with the utmost care and precision, and this takes some time. If you have ordered items with different delivery times, we will send the goods in a joint consignment. In this case, the delivery time is determined by the item with the longest delivery time.

How are the shipping costs calculated?
We generally ship free of charge within Germany (mainland only).

Who is responsible for shipping the products?
Within Germany we ship our products with DB Schenker logistics service provider. Only plastic gliders are shipped with the logistics service provider GLS.

When will I receive my order?
After we've handed over your order to DB Schenker logistics service provider, we will send you an email with the shipping confirmation. Our logistics service provider will then send you another email with the expected delivery date and time frame. Please ensure that someone will be present to receive the delivery personally. The cost of every additional shipment will be charged.

In which packaging will the article be delivered?
The item(s) will be packed and delivered in a cardboard box. In case of larger orders, the item(s) will be delivered on a pallet.

What is important to know about the delivery in general?
The shipping company only delivers to the kerbside. Please unpack the delivery immediately in the presence of the forwarding agent and check it for damage. The shipping company will not accept later complaints. Please note the damage on the shipping documents.

IMPORTANT: If the forwarding agend is unwilling to wait until you have checked your goods, note that you accepted the goods "subject to reservation" on the shipping documents.

What do I do in the event of transport damage?
Simply contact shop@rukuevent.com with your order number and photos of the damage and we will take care of it. Please bear in mind that goods can only be returned in the original packaging. We therefore ask you to return the order in the same condition as you have received it.


Order

Where can I view my order?
Immediately after placing your order, you will receive a confirmation email to your email address listing all the items you have ordered from the RUKUevent online shop. If you have created a customer account as part of the ordering process, you can visualise your orders at any time. Simply go to My Account > Orders.

What happens after I have completed my order?
You will receive an order confirmation by email summarising the data relating to your order. We will then check your order. As soon as your ordered goods have left our warehouse, you will receive a shipping confirmation by email. Then the shipping company will send you a further notification by email with the exact delivery date.

Where can I view orders that have already been completed?
You can view all orders under My Account > Orders. In order to get there, you must log in with your account data (email & password).

Can I modify my order?
If you want to modify an order, please call us immediately at 0 64 36 / 91 22-0 or send an email to shop@rukuevent.com.

What is included in the delivery?
All articles come with an instruction manual. Canopy tents also come with a protective bag and a "Standard" fastening kit consisting of pegs and tensioning straps (4 pieces each if ordering a 3x3 m or 4.5x3 m canopy tent and 6 pieces each when ordering a 6x3 m folding canopy tent).

How long is the warranty of an article valid for?
The legal warranty on your item is 2 years from the date of receipt of the goods. If you have received goods with obvious defects, please report them immediately to avoid misunderstandings. Please send an email with some photos of the damaged good to shop@rukuevent.com.


Prices & Payment

Are the prices on store.rukuevent.com including VAT?
All prices include the statutory VAT of 19 %.

Is there a minimum or maximum order quantity?
Every order is checked; however, there is neither a minimum or maximum order quantity in the RUKUevent online store. For large quantities, our sales team will contact you directly.

How safe is shopping in the RUKUevent online store?
Thanks to SSL encryption, your data is always transmitted securely and encrypted during the ordering process. In addition, we obviously adhere to the applicable data protection regulations and legal requirements. We only use the data you provide for the processing of orders. Further information on data protection can be found here.

Which payment methods are accepted?
To make purchases in RUKUevent's online store, you can use the following payment methods: Credit card (VISA, MasterCard, American Express), PayPal, Giropay and prepayment. You will be able to pay by invoice from the third order onwards.

  • How does the payment by credit card work?
You are welcome to pay by credit card (VISA, MasterCard, American Express) by entering the necessary credit card information in the fields provided. You will find the card verification number on the back of your card. It is a 3-digit number. The credit card will be charged on the day of your order.

  • How does the payment via PayPal work?
You will be redirected to PayPal directly after your order. You will then be asked for your PayPal access data, with which you can log into your PayPal account and pay directly from there. An existing PayPal account is required - otherwise you will have to set up a new one. We will receive the payment immediately and the order will be shipped to you as soon as possible, if available. The PayPal account as well as the payment is free of charge for you.

  • How does the prepayment work?
If you decide to pay in advance, you will receive a confirmation with the necessary information for the bank transfer after completing your order. As soon as the relevant amount has been transferred to our bank account, we will get the shipment ready for dispatch. The order will only be shipped after receiving your payment. The receipt of payment is relevant for the dispatch of the goods, not the order date. If we do not receive the relevant amount, the goods will not be shipped.

  • How does the payment via Giropay work?
Place the desired goods in your shopping basket and then select the "Giropay" payment method. You will then be redirected to your online banking system where you can log in with your login data. The amount will be paid immediately and the goods can leave our warehouse shortly after your payment.

  • How does the purchase by invoice work?
After your third order in our online shop you will be able to pay by invoice. The goods will be sent to you immediately after you have placed your order. The invoice will be included with the delivery and must be paid within the period specified on the invoice. You can find our bank details on the invoice.

How do I redeem a voucher?
If we are offering promotional vouchers, you can enter your code directly in the "Enter voucher code" field which you can find in the shopping basket. The value of your order will then be reduced by the value of the voucher.

Return & Refund

What should I do if my item is damaged?
If you have received a damaged, faulty or incorrect item, we are very sorry. Please contact us immediately, either by phone at 0 64 36 / 91 22-0 or by email shop@rukuevent.com (preferably with photos), and we will try to find the best solution for you.

How can I cancel my purchase?
You can apply your right of withdrawal within 14 days after having received the goods. Returning the goods is free of charge. You can find detailed information about the right of withdrawal here.

How do I return an item?
Simply contact shop@rukuevent.com and we will organise the return of the goods on your behalf. Please bear in mind that goods can only be returned in the original packaging.

Can I return a specific item from the order and keep the others?
Also in this case please contact shop@rukuevent.com and we will organise the return of the goods on your behalf. Please bear in mind that goods can only be returned in the original packaging.

How must the item be packaged when I return it?
Returns are only possible in original packaging. We therefore ask you to return the order in the same condition as you have received it.

How do I receive a refund for a return?
After receiving the return, we will check it and then you will receive the refund via the payment method you have chosen.


Contact

Our expert will be happy to answer all your questions in our live chat. If she is not online, you can leave her a message using the corresponding form and she will get back to you as soon as possible. You can also contact her by phone 07303 95215-0 or by email: shop@rukuevent.com.