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FAQ - Frequently Asked Questions about Our Shop


Start by clicking on the Log in field at the top right of the homepage.

If you are already a customer, simply insert your e-mail address and password in the two blue fields at the top right. Depending on your browser and browser settings, this has already been done automatically by the browser. Afterwards, all you have to do is click on the green "Log in" field and you will be logged in immediately.

If you do not have a customer account yet, please click on the grey "Register now" field instead. On the following page you will be asked to enter your contact details such as address, phone number and e-mail address. Please agree to our privacy policy. If you would like to register for the exclusive newsletter, please click on the field "I would like to receive the BUS-ok newsletter - optional field". As the text implies, this is of course optional, and the free subscription can be cancelled at any time. A customer account on BUS-ok is of course also free of charge.

You have to log in first. Afterwards, go to your customer account and click on "My personal data". Then go to "Password" and click on the pencil icon. On the next page, you will be asked to enter and re-enter your current password and your new password. You should follow the instructions regarding the difficulty to create a strong password for your security.

When you log in, you can click on the "Forgotten password" link below "Log in". You will then be asked to enter your e-mail address. Wait a moment for the e-mail and follow the instructions in the e-mail.


A product that is available can instantly be added to the shopping basket (both in the search results and on the product detail page). If this is not possible, the item is not available. NOS products may not be available for a longer period of time. Some of our suppliers are located in non-EU countries such as the United Kingdom or the United States of America and therefore have longer delivery times.

If you want to be informed when the product is available again, you can be notified by e-mail. To do this, simply click on the green field "Notify me when available" and enter your e-mail address and name and agree to our privacy policy. Then click on the green "Notify me when available" field and confirm your request. If you are already registered, this data has already been entered automatically and you only need to agree to the privacy policy and confirm the wish to be notified. You will then be asked for confirmation again by e-mail.

Our articles are generally designed to provide a good overview of the function, the model and year of manufacture as well as the dimensions.

If you are still not sure or have any other questions, you can still send us an e-mail at or contact us by telephone on weekdays from 10:00 to 12:00 and 14:00 to 17:00 on 02154 8877373. It is also possible to visit us in person. In this case, please pre-order, as this will shorten your waiting time. Please also note that the processing of an e-mail will take a certain amount of time depending on the question(s).

The paint on the sheet metal in the photos is primarily used as transport protection and is not a sufficient replacement. It should be replaced by a solid primer and then painted.

Manufacturers and suppliers often deliver our sheets uncoated and lightly oiled. This can lead to slight rust film. However, this can be easily removed during installation and does not indicate a defect. This also applies to minor scratches or dents in the paintwork, which is why these are not accepted as valid reasons for reclamation.

Some of the panels in our shop are simple repair panels or reproduction panels and it is not uncommon for the panel to require adjustment work. Please always adapt the sheet metal to the bus before painting.

NOS refers to New-Old-Stock and are original VW spare parts that have not yet been installed. These can be old parts from Volkswagen or VW original equipment manufacturers. Some NOS products are still packaged in plastic bags or parcels, while others have no packaging and are not part of the article unless it is specified in the description. It is therefore possible that these parts have storage marks from long storage and transport. As previously mentioned, NOS parts often do not have a large stock.

According to the Waste Oil Ordinance, we are obliged as a dealer of oil products to take back the following used oils free of charge. Engine oils, transmission oils, oil filters and oily waste regularly produced during oil changes. You can return the used oil to us in the quantity corresponding to the quantity purchased from us. The collection point is our shop. You can return the oil to us at any time during our opening hours. Alternatively, you can also send us the used oil if you cover the shipping costs. Please note that special transport conditions may apply to used oil. As a dealer, we will then dispose of the used oil professionally and in accordance with the respective regulations.

Some products are offered as exchange products and therefore require a deposit, which is listed in the price. If you send us your old part in a restorable condition, the deposit will be refunded to you based on the condition of the part.


No. It is possible to order without an account. When paying and ordering, simply continue as a guest and enter your contact details once for the invoice and delivery.

The ordering process in the BUS-ok shop is very simple and takes place online as follows:

Once you have added all the products you want to your shopping basket, simply go to checkout by clicking on your shopping basket and then clicking on the dark green "Checkout" field. If you are a registered customer, your details have already been entered. If you wish to register or only wish to continue as a guest, you must enter your details for the invoice and delivery or enter your contact details for the customer account and select "Create customer account" if required.

Yes, this is possible with us. You can contact us on our service number 02154 8877373, but please note that ordering by telephone is a more time-consuming process than a normal online order. Please prepare a list of the items you require. Please note our service times.

Yes, this is also possible. Please use our fax number 02154 8877296 and send us your contact details and your list of articles by fax.

Yes, this is also an option on BUS-ok. Just send us your contact details and your list of articles by e-mail to

Yes, our shop can be used on a desktop, laptop, smartphone or tablet. This also applies to orders. Our shop is programmed in such a way that it scales accordingly.

Yes, you can also place an order outside Germany and as a non-German citizen within Europe. Please note that the VAT rate is adjusted depending on the country due to the One-Stop-Shop procedure (OSS) and that non-EU countries such as Switzerland, Liechtenstein or Norway are subject to special customs regulations. The delivery time stated in the shop may therefore no longer be valid. If your country is not on the list, please send us an e-mail to


Yes, but you must contact us immediately by e-mail at

Initially you will receive a confirmation by e-mail. This will list all your items, the final price and the delivery address. If something is not correct, please contact us by e-mail at The order will then end up in our logistics system and will be processed and packed. You will be notified by e-mail with the tracking number so that you can track your parcel/order.

You need to log in and go to your customer account. Then click on "My orders". This will allow you to view your past orders.

If you have any further questions, please call us on 02154 8877373 or send an e-mail to Please note our service times.

You can view the order status in your customer account by going to Overview. You will also receive an e-mail from us with a tracker number once the order has been packed. If you pick up your order yourself, you will receive a pick confirmation, which confirms that your order is ready for collection.


You can pay with the following payment methods: Bank transfer, PayPal or credit card.

If you wish to collect your order from our warehouse, you can also pay cash on site.

If you would like to pay for your order with PayPal, you will be taken directly to PayPal at the end of the order process. If you already have a PayPal account, simply log in as usual. If you are new to PayPal, you are required to create an account on PayPal and then confirm the payment.

No. This is only indirectly possible via PayPal.

Since 1 July 2021, the One-Stop-Shop procedure (OSS) has obliged us as an online shop to apply the VAT of the destination country. This also applies to member states of the European Union.

Yes, this is possible in our shop.

You will receive an e-mail with the order confirmation and the invoice and also a printed invoice.

If you have ordered from us but have not received an invoice, first check your spam orders in your e-mail account. If you have not received a confirmation and invoice, please contact us on 02154 8877373 or send an e-mail to


BUS-ok delivers everywhere in Europe. If your country is not on our list, please send us an e-mail to

At the moment we offer shipping via DPD and DHL. Larger items such as camping beds are shipped by specialised freight forwarders.

Some parts, such as windows, can only be picked up at our warehouse due to product safety and are only shipped if the customer requests it and takes the responsibility for it. All parts can also be collected by the customer at our warehouse.

The address is: BUS-ok, Siemensring 89, 47877 Willich, Germany.

According to our shipping service providers, parcel deliveries take two to three working days to reach their destination. Orders for foreign countries and forwarding agents may differ from this time frame.

If you are expecting two or more parcels, it is possible that the parcels will arrive at different times.

Our warehouse is managed with professional care. In the very rare case, it can unfortunately happen that our stocks are not correct, and a part may be missing. In this case, we will dispatch your order with the remaining part of the order incomplete and send you the missing product when it is available again.

The shipping costs are based on the supplier's charge for the size, weight and number of parcels. For deliveries to non-EU countries such as Switzerland, customs duties may apply.

Yes, this is possible in our shop.

Letter post is uninsured and untraceable for both parties. We want to avoid problems on both sides and therefore only send insured and trackable parcels. This ensures that the order arrives safely and without delay.

Yes, this is possible. We will send you the tracking number for your order by e-mail so that you can track it on the websites of our shipping service providers.

Yes, you can also collect your order from here if you wish. Shipping is not included as a cost. Some products must also be picked up by you.

The address is: BUS-ok, Siemensring 89, 47877 Willich, Germany


As a legal rule, customers have a right of cancellation 14 days after receipt and can return the item, even without a valid reason. Please send the item back to BUS-ok without damage and in its original packaging if possible. You are responsible for the shipping costs. Please send us an invoice and the return note with the delivery for correct allocation from our side.

The address is: BUS-ok, Siemensring 89, 47877 Willich, Germany.

For more information, see our cancellation policy:

For the refund, our accounting department uses the same payment method that was used for the purchase.

The refund will start after you have returned the item to us and it has been checked by our staff. If the item was not damaged by the customer, the transaction will appear on your account as a credit and will then be transferred to your account via payment method, unless you request a different transfer method. You will be notified of each step by us via email.

Generally, a transaction via PayPal, credit card or via bank transfer can take up to 10 days.

We do not accept books, magazines and special orders such as cut goods or goods sold per meter.

BUS-ok aims to provide customers with top quality and the fastest and safest possible delivery. However, it can happen that you may experience defects in the products. In this case, please send us an e-mail to or call us on 02154 8877373. Please note our service times.


We at BUS-ok are highly committed to the security of your data. Our company protects your customer data from access by third parties.

Yes, you can find our privacy policy at

We use your data in accordance with the legal requirements of the Federal Government and the European Union. Further details can be found in our privacy policy.


We are available for you at the number +49 2154 8877373. Our email address is Our customer service is available from 10:00 am to 12:00 pm and from 2:00 pm to 5:00 pm from Monday to Friday. Our pick-up warehouse in Willich is open from 10:00 am to 5:00 pm.

Our pick-up warehouse is located at Siemensring 89, 47877 Willich, Germany.

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