Frequently Asked Questions (FAQ)



I am in the online shop as a guest and putting together a shopping cart. Will I lose my cart when I exit the shop?

Yes. You can save your shopping cart by registering a customer account.


Will I receive unbidden advertisement or newslettersI register an account?

No, nothing of the sort. Please also review the page “Data Protection”.


What should I do if I am not available under the number I state during log-in (due to work etc.)? Can I still log-in as a costumer?

Yes. Please state your home phone number and write behind it when you are available (e.g. after 7 pm). FassadenGruen usually only calls if there is a problem with payments or deliveries.


Why do I have to give a home phone number? Isn’t a mobile number enough?

We will generally only call you if you have an open invoice with us wich can take up to 2-3 months and the number might not be under use anymore.


While visiting the online shop I noticed that the website doesn’t have a secure connection (HTTPS). Is the website and the data secure or not?

The website has a safety certificate that works on all bowsers and all mobile devices. Should you get an error report please contact us. At the moment certain circumstances prevent us from adding a SSL encryption to our website. We are in the process of preparing our website for the encryption. We should be finished before spring 2017. If you are still cautious and don’t want to convey any data online, feel free to order via phone, email or order form.


I want to order are large amount of wall mounts of the same typ (ca. 80 pcs.). Will I get a discount?

Yes, we may give you a discount if your oder is above 1,000 or 2,000 €. Please contact us to get a discount.


We would like to order wall mounts and wire rope but we don’t have the confidence to assemble it ourselves. How do we find a specialist company for the assembly?

We don't have contacts with installation companies outside of Germany yet. However, specialised companies might be able to get acces to our B2B prices, please contact them before ordering our products.


For our project we have collected an offer from a contractor that seems too expensive. Can you suggest another company?

Possibly, yes. If we have had contact with a company in your area we would be glad to forward you their contact info. However, FassadenGruen does not take influence on the pricing of partner companies. What you can do is arrange a personal contribution with the contractor. Planning measuring and marking the drill points and eventually cleaning up afterwards so that the company only needs to drill and assemble the components. From experience you can save up to around 10 – 30 % installation costs



Ordering from Abroad


Do the prices also count for foreign countries?

As long as you are simply browsing through our shop as a guest, you will see prices with German sales tax (19%). Once you log in and enter your country of residency you might see different prices. If you are ordering from a country within the European Union, the prices stay the same.

Ordering from countries outside the European Union, customers will see lower prices calculated with the German sales tax. FassadenGruen invoices customers with these prices. At the same time we will inform you via email about import costs and custom costs that are payed directly to the parcel service on delivery. For example, customer from Switzerland pay about the same gross prices as a customer from Germany or the European Union would pay.



Special Problems concerning Business Customers


We just logged in as a business customer but we are seeing gross prices in the shop. What is wrong?

It could be a simple technical problem e.g. the shops automatic verification of your ID-number. Please contact us via phone or email and we will give you immediate access to net prices and fix your account.


Simply printing out the online shops shopping cart isn’t enough basis for an offer for a customer. Are there any other options?

FassadenGruen will support and help as best we can, by making a draft and sending product lists for the specific project. On demand we can send you an active excel-pricelist of all our products with little thumbnail pictures for better orientation. The list is company neutral, so you can insert prices of your own, delete unnecessary products making a solid offer for end customers or planning committees. We can also provide you with a data set of detailed service descriptions and example prices. You may us these for free but only for agreed and discussed purposes.


Is import without tax possible for our company in Austria?

Yes, but not directly through the online shop. When doing B2B (business to business), information on tax administration from the involved European Union country needs to be obtained or checked. Please contact us directly in this case.