FAQ_ENG

Sleeping systems are ususally in stock and thus ready for dispatch within 5-10 working days. Kitchens and interior modules take about 2 weeks in off-season (September until February), in the peak season (March until August) they are usually ready for dispatch within 2-3 weeks. Accessories are normally in stock. If our supplier is in default, we will advise you via email.

Off-seasen(September - February): For consultations an appointment is possible just some days before. For assemblies it is necessary to make the appointment some weeks before, depending on the production time of the desired product(s). Accessories are usually in stock and thus you can make the appointment short-term. Peak saison (March - August): Especially assemblies on Monday or Friday are very popular and often quickly given away. But if it is on short notice anyway, of course we will try to arrange that.

If you choose pick-up or assembly at our VanEssa site, please order via our online-shop anyway, so that we can prepare the desired goods in time. This order is non-binding - it just serves as a checklist for goods to prepare.

We ship our goods worldwide. The incurred shipping costs will be charged to the customer, as the free shipping is only valid within Germany. Third countries (e.g. Switzerland/UK/Norway): For deliveries to third countries, customs, import and expense fees are incurred in addition to shipping costs. German VAT will be charged for private persons, as our products are classified in the category of vehicle refinement. All bank charges (Swiss and German Bank) will be borne by the customer.

For the T5 and Viano/Vito we can order the front and stern section separately and can thus offer them separately as well.
All other darkening mats are delivered as a complete set, that´s why we can only sell them completely.

The vacuum cups do not hold enough...
Vacuum cups of new darkening systems might be a bit inelastic, but this problem usually sorts out quickly.
- You should clean the windows with glass cleaner from time to time.
- Vacuum cups hold better with some spit 🙂

Many vehicles have heating wires at the rear window which can make trouble for the grip of the vacuum cups.
With the help of additional velcro and fleece points you can help along this problem (velcro stripes at the vehicle, fleece stripes at mats).

Unfortunately we do not assemble rotary seat panels for Caddys. We only offer and can install them in a VW T5 / T6 / T6.1.

Possibility 1: Does the 12V plug/socket work?
Solution: Test, e.g. by plugging in another device; is the plug fully inserted into the 12V socket up to the contact end?
2nd possibility: The wheel on the underside of the lower pump is calcified.
Solution: Carefully turn the wheel with a small pointed object.
TIP: We recommend occasionally descaling the pump with light citric acid; no vinegar.
3rd possibility: The plug connection has come loose.
Solution: Loosen the tape and re-insert the plug correctly, tape it off with new tape.
4th possibility: The pump has frost damage (crack).
Solution: The pump must be replaced. Contact us by telephone or e-mail.
TIP: Always pour out residual water after the holiday, allow the pump to dry out (danger of frost and germs).

1st possibility: Prerequisite for using the kitchen: continuous current in the rear!
Solution: If necessary, have continuous current laid to the rear (e.g. Bosch service, car dealer, etc.).
2nd possibility: Is the plug connection plugged in correctly?
3rd possibility: Plug contact could be corroded.
Solution: Carefully clean the contact with sandpaper.
4th possibility: Mains voltage OK?
Solution: Check by connecting another device.
With many vehicle types (e.g. Renault, Citroen, Fiat) there is no continuous current on the rear socket. There is only voltage on the socket when the ignition is on.
Possibility 5: Fuse defective?
Solution: Unscrew the socket and check the fuse.
Possibility 6: Heat build-up in the drawer.
Solution: Make sure that the back of the cooler remains free and air can circulate.

No, unfortunately the new cool box WAECO CFX 35 does not fit in our VanEssa furnitures because it is too big. Only the cool boxes Dometic (formerly WAECO) CF 35, CDF 35 (W36, L58, H38,5 cm), Indel B TB-31 or smaller cool boxes fit into our rear kitchens and interior modules (we always recommend integrating the CF 35 or Indel B TB-31).

As a rule, the battery capacity is sufficient for 1 - 2 days. The battery should be fully charged when it is first put into operation. The necessary starting current is higher than the continuous current required later. TIP: If the battery condition is too low, charge it with a charger.
TIP: Protect your battery: Set the temperature of the cool box to 1°C when driving and to 8°C when stationary. Charge the battery using a charger.
TIP: Switch to night mode: Cool the cooler down to approx. 0°C approx. 1 hour before going to bed. Set to approx. 9°C immediately before sleeping. This way the cooler will be on standby during the night and is noiseless!
TIP: Do not use the cooler as a storage cabinet, but only refrigerate things that you currently need. This way you don't consume energy/battery unnecessarily.
TIP: Leave the cool box in the rear kitchen and do not put it in the awning. This way it always travels with you on day trips and keeps cold drinks ready for you. We always recommend operating the cooler with 12V.

Our sleeping systems are very stable, so that the load capacity is generally designed for approx. 250 kg (see also the respective article description).

The term "trim" appears in our store again and again, e.g. under descriptions or in dropdowns for the selection of products - and in this context also the question, what does "trim" mean? Basically, the framework of a van is bare sheet metal - even in the interior, but in most cases this is then hidden behind a lining (usually made of plastic, sometimes of carpet). Thus, depending on the equipment, your vehicle will be appropriately "spiffed up". In addition, the lining is at the same time a protective skin and insulation. For illustration you can find here corresponding example images in comparison: Comparison with and without cladding / Comparison plastic or carpet lining

On VW buses with the closing aid, the hook gets caught and the tailgate can no longer be closed. The car thinks it is closed although the tailgate is still open. Here you will find the link to the video on how to solve the problem and how the tailgate releases the hook again: https://youtube.com/shorts/gqDpCC6T834?feature=share

On some Mercedes vehicles, the insertion of the panniers can be a little stricter. Please insert the bag at the very front of the window. Make sure that the back plate of the pannier really slides behind the rubber bead of the window and sits between the window and the rubber. If necessary, press the back plate backwards with your fingers under the bag. It usually works better if the bag is first pushed behind the rubber bead at the top and then at the bottom. Sometimes it also helps to insert the plate at the bottom first and then press it against the window at the top. Then push the pocket in the window to the back. Watch here : Hier die Erklärung im Video: https://youtu.be/ridWYBkQs9k

Perhaps you will find your answer(s) under our VanEssa mobilcamping product and care instructions. Otherwise, simply contact us by phone or email info@vanessa-mobilcamping.de - we will be happy to answer your questions!