FAQ

Select the desired products in our online store and add them to the shopping cart. From the shopping cart, you will be taken to the checkout area. You then have the choice of having the products conveniently delivered to your home or collecting them in person from our factory.
Self-collectors receive a 5% discount on all store items (except power installations). We will install your VanEssa equipment in your vehicle free of charge.

You will find detailed information on the ordering process here.

Do you have any questions in advance or are you unsure whether you have made the right choice? Write us an e-mail to info@vanessa-mobilcamping.de or call us on +49 (0) 8063 20760-0. We will be happy to advise you.

The delivery time is displayed directly next to each item.

Shipping:
If you order several products, delivery will be based on the item with the longest delivery time.
Where possible, we ship your order in one package to conserve resources and protect the environment.
If the delivery time differs, we will of course inform you by e-mail.

You can find more information about shipping here.

Collection:
Accessories and sleeping systems are usually in stock and ready for collection after ordering. We will let you know by e-mail when collection is possible. We only produce carcass furniture (kitchens, modular towers, Arco system) to order. As soon as we have received your order, we will let you know when collection is possible.

You are welcome to collect your order from our store. After you have placed your order, you will receive an e-mail when the goods are ready for collection. Pick-ups are only possible by appointment. Please contact us by phone +49 (0) 8063 20760-0, e-mail to info@vanessa-mobilcamping.de or book directly via our online appointment tool.

We will install your VanEssa products in your vehicle free of charge on site. We will explain everything to you step by step and give you helpful tips on how to use them.
Extra benefit: You will receive a 5% collection discount on all items from our online store (except electricity packages) when you collect them.

If you would like to adjust your order afterwards, please contact us by phone +49 (0) 8063 20760-0 or by e-mail info@vanessa-mobilcamping.de, if you contact us outside opening hours.
We will then check how far your order has already been processed and whether the desired changes are still possible.

We ask you to place a collection order in advance via our online store. This allows us to prepare, reserve or - if necessary - produce the desired items in good time.
The order is not binding, but helps us to have an overview of what is suitable for you. If you do not like any of the items ordered, you are not obliged to purchase them.

If you have received an incorrect or defective item, please contact us by e-mail - ideally with photos of the item and your order number.
We check the case immediately and find a solution together - usually through a quick and uncomplicated replacement.

Great gift idea! 😊
Just send us an e-mail to info@vanessa-mobilcamping.de with the amount and your billing and delivery address. We send vouchers by post or by e-mail for printing. 
Of course, you can also get them directly from us on site - please let us know in advance so that we can prepare your voucher.

Enter your voucher number in the comments field of your order. We will deduct the amount from your total order amount accordingly.

We participate in the European OSS procedure (One-Stop-Shop). This means that the country to which we deliver your order is decisive for the amount of VAT, not the country in which you place your order.

Example: If your order is delivered to Austria, Austrian VAT applies - even if you order from a German online store.

The EU has introduced the OSS procedure so that customers in each EU country are taxed at the VAT rate of their own country. We are legally obliged to comply with this regulation. The correct VAT is automatically calculated and displayed in the shopping cart and at checkout as soon as you have entered your delivery address.

We have a small showroom with selected exhibits. Some of our systems are also permanently installed in vehicles and can be viewed there directly. 
As we are primarily a workshop and not a classic retail store, there is no freely accessible store.
We therefore offer individual consultation appointments - a visit is only possible by prior appointment.
You can make appointments by phone on +49 (0) 8063 20760-0 or online via our booking tool.

We are a family business based in Großhöhenrain in Upper Bavaria and do not operate any branches or subsidiaries.
However, there are some sales partners through whom our modules and accessories are available. You can find an overview here here.

Our location in Großhöhenrain offers the best opportunity for viewing and personal advice.
Alternatively, some car dealerships carry our products in their showrooms - these are marked accordingly on our website.
As the models on display may vary depending on the dealership, we recommend calling the dealership directly in advance to find out which modules will be on display.

We will be happy to advise you by phone, video or in person at our factory in Großhöhenrain.
We plan around 1 to 1.5 hours for on-site appointments - so there is enough time to clarify all questions in peace and find the right equipment for your van.

You can use our online tool to conveniently book all types of consultation.
You can also reach us by phone at any time during our opening hours - simply call us on +49 (0) 8063 20760-0 and we will be happy to help you.

Yes, an appointment is necessary.
As we are not a classic exhibition, but primarily a workshop (see also "Is there a showroom?"), a visit is only possible by prior appointment.

You can easily book your personal consultation appointment - whether on site, by phone or video - using our online tool.

The initial installation usually takes about 1 to 2 hours - depending on the size of your order.
Perhaps you're wondering why it takes so long, even though our modules can be installed and removed in minutes?
It's simple: during the initial installation, we take the time to explain everything to you in detail, show you how to install the modules correctly and give you valuable tips for everyday camping life and handling the modules.
Depending on the equipment, the initial installation may be a little shorter or longer - our aim is always to ensure that you are safe, informed and ready for your camping adventure afterwards.

Installation and on-site consultation (only possible by prior appointment)
Monday to Friday
8:00 - 12:00 and 13:30 - 16:30

Office contact hours (telephone)
8:00 - 14:00

We are closed on Saturdays, Sundays and public holidays.

We are regularly represented at trade fairs, where we present our modules and accessories live on site.
All current trade fair dates and locations can be found at "Trade fairs and events„.

We look forward to welcoming you in person at our stand!

We give you a 5-year guarantee on our self-made products, such as sleeping systems, kitchens and furniture.
The prerequisite is that the damage was not caused by improper use or personal negligence.
For commercial goods and electrical appliances, the respective manufacturer's warranty applies, which is usually 2 years.

We manufacture our furniture and sleeping systems in our own carpentry workshop directly on site - with great attention to detail and the highest quality standards.
It is important to us that you enjoy your equipment for a long time. If something breaks outside the warranty period, simply get in touch with us - we'll take a look at the case together and are sure to find a solution.

In the case of electrical appliances, gas stoves or other purchased items, we may consult with the respective manufacturer or supplier.

Our modules are attached to existing fastening points in the vehicle - for example to lashing eyes, in the rail system or to existing threads. We do not make any modifications to the vehicle.
All systems are designed so that they can be installed and removed quickly and easily - in most cases even completely without tools. This means that nothing is permanently installed.

Of course, you can also pick up your modules directly from us and have them installed in your vehicle by our team free of charge. You are welcome to watch, ask questions and get valuable tips from our professionals.

You will receive detailed installation instructions with pictures with your order.
Installation is quick and easy - no technical skills or prior knowledge are required.

In most cases, no tools are required. If you do, we will include the appropriate Allen key.

Our modules are attached to existing fastening points in the vehicle - for example to lashing eyes, in the rail system or to existing threads. We do not make any modifications to the vehicle.
All systems are designed so that they can be installed and removed quickly and easily - in most cases even completely without tools. This means that nothing is permanently installed.

The installation and removal of our modules usually only takes a few minutes.
It may take a little longer the first time, but once you get the hang of it, it's quick and easy.

Initially, the suction cups are often a little stiff, but this usually disappears after a short time.

Here are a few tips for a better grip:

• Clean the inside of the windows regularly with glass cleaner, the windows become greasy due to the heating air
• Moisten the suction cups slightly before attaching them
• After attaching the suction cup, pull on the tip at the back so that they suck in even better
• Heating wires on the rear window can be a problem for adhesion, as the suction cups do not fit properly and air can penetrate - if necessary, help with additional Velcro and fleece points

The tips don't help? Just get in touch with us.

Here are a few possible causes and solutions if the submersible pump is not working:
1. does the 12V socket work?
Solution: Test the socket by connecting another 12V device.
Make sure that the plug is really inserted into the socket up to the contact end.
2. the wheel on the underside of the submersible pump is calcified.
Solution: Carefully turn the small impeller with a pointed object, e.g. a toothpick.
For maintenance, we recommend occasional descaling with light citric acid - please do not use vinegar.
3. the plug connection has come loose. 
Solution: Check whether all cables are correctly plugged into the WAGO terminals or whether something has come loose.
4. the pump has frost damage (e.g. a fine crack).
Solution: In this case, the pump must be replaced. Simply contact us by phone or email - we will be happy to help you.
To avoid frost damage and germs, pour out the remaining water after your vacation and allow the pump to dry out thoroughly.

Or maybe it's just the tap that's faulty. Contact us and we will send you detailed instructions on how to test whether the tap or submersible pump is broken.

You can obtain suitable spare parts from us. Please contact us by phone or e-mail.

If neither the cooler nor the water pump is working, there may be several reasons for this. Here are a few possible reasons and solutions:

1. No continuous current in the rear?
   In many vehicles (e.g. Renault, Citroën, Fiat), the rear socket is fitted with a only then voltage onwhen the ignition is switched on.
   Solution: If required Route continuous current to the rear - e.g. at Bosch Service, a car dealership or a garage.

2. Plug connection not plugged in correctly?
   Solution: Check the plug connections again and plug them in firmly.

3. Plug contacts corroded?
   Solution: Carefully clean the contacts with fine sandpaper.

4. Mains voltage OK?
   Solution: Test the socket with another device to check the power supply.

5. Fuse defective?
   Solution: Unscrew the socket and check or replace the fuse.

6. Heat build-up in the drawer?
   Solution: Make sure that the back of the cooler remains free and air can circulate - otherwise it may switch off due to overheating.

The drawer for the cool box has been tailored precisely to the model that we currently offer in our store for the respective kitchen. The cool box fills the entire drawer, so there is no space for larger cool boxes in the drawers provided. The dimensions of the cool boxes can be found in the respective product text.

The drawer for the gas stove has been tailored to fit the model that we currently offer in our store. As even the smallest changes to the design or dimensions of other stoves can mean that they no longer fit in the drawer, we are unfortunately unable to provide a guarantee for other models.

You can only find out which alternatives might fit by trying them out.
The best thing to do is simply ask us which stove model is currently installed.

Yes, spare parts are of course available! Just get in touch with us - we manufacture our furniture in our own carpentry workshop on site, so we can make many parts directly for you. For commercial products, we are happy to request spare parts for you from our suppliers. This way, we ensure that you can enjoy your furniture for a long time.

Our sleeping system is extremely resilient and has been developed to meet the highest demands. It can easily withstand a point load of up to 250 kg. This means that even concentrated pressure on a small area is no problem for the construction.

Thanks to the high-quality poplar plywood we use and the careful workmanship of our master carpenters, the system guarantees a stable and durable basis for your restful sleep - no matter how often and intensively you use it.

On VW buses with a closing aid, the hook gets stuck 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 the problem can be solved and the tailgate releases the hook again.

As the window dimensions in Mercedes buses can vary slightly - even within the same model - the window pockets can sometimes be fitted a little tighter. Correct fitting is particularly important to ensure that the pockets fit perfectly and hold securely.

Here is a short step-by-step guide:

1. Fold the side flap onto the pocket
2. Place the bag at the very front of the window (towards the front of the vehicle).
3. Make sure that the integrated back plate slides behind the rubber seal of the window - i.e. sits between the glass and the seal.
4. The easiest way to do this is to open the zippers and press gently against the back panel from the inside.
5. Feel under the pocket to see if the plate is correctly positioned behind the rubber.

Tip: Depending on the window, it may work better to slide the plate behind the rubber seal at the top or bottom first - just try out which works better for your vehicle.

Once the bag is correctly positioned, you can slide it towards the rear and place the flap on the window.

To illustrate this, you can find a short video with a step-by-step explanation here:
👉 YouTube link

We hope these tips will help you! If you still have any questions, please get in touch at any time.

For the Brunner Devil SD gas stove: remove the gas cartridge from the side compartment. There you will find a red lever. Press it down a few times. Put the gas cartridge back in and try again. If it doesn't work, just contact us, we're sure to find a solution.

To ensure that your kitchen works reliably - even when the motor is switched off - there are various power supply options:

1. No continuous current ex works
   In most vehicles, the rear sockets are fitted with No permanent plusi.e. it flows Only current when ignition is switched on.
   Solution: Continuous current can be retrofitted at a suitable location - e.g. at Bosch Service or in a vehicle workshop.

2. Additional battery or power station
   If your vehicle only has a starter battery, you should use a portable power bank/auxiliary battery for longer periods of downtime.
   Tip: Powerbanks with approx. 500 Wh are sufficient for our cool box at normal temperatures approx. 2-2.5 days.
   Loading: The power bank can be conveniently during the journey via the 12V socket or shore power be loaded.

3. Shore power at the campsite
   For VW and Mercedes vans we offer a Power package for connection to the 230 V mains to.
   In the process Chargers connected directly to the vehicle batteriesso that your consumers (e.g. cool box, water pump) be supplied permanentlywithout discharging the batteries.

As a rule, the battery capacity is sufficient for 1 - 2 days. The battery should be fully charged when it is first used. The required starting current is higher than the continuous current required later.

TIP: If the battery level is too low, charge it with a charger.
TIP: Conserve your battery: set the temperature of the cooler to 1°C while driving and to 8°C when stationary. Charge the battery using a charger.
TIP: Switch to night mode: Cool the cool box to approx. 0°C approx. 1 hour before going to bed. Set to approx. 9°C immediately before going to bed. This way, the cool box will be on standby throughout the night and is silent!
TIP: Do not use the cool box as a larder, but only cool things that you currently need. This way you don't use up energy/battery unnecessarily.
TIP: Leave the cool box in the rear kitchen and don't put it in the awning. This way, it always goes with you on day trips and keeps cold drinks ready for you. We generally recommend always operating the cool box with 12V.

The mattress consists of two layers:

• There is a 3 cm thick viscotherm layer on top that adapts perfectly to the contours of your body.

• Underneath is a 7 cm thick layer of cold foam, which acts as a stable base to compensate for any unevenness.

To ensure that the mattress lies correctly in the vehicle, fold it up and place it in the rear so that the narrowest part is at the bottom. The smooth side of the fabric should face the rear and the zippers on the cover should face the interior.

You can easily remove the mattress cover and clean it in the washing machine at 40°C on a gentle cycle. Please make sure that you put the foam parts back in the right way round after washing.

Our furniture is designed so that it is not only easy to assemble and disassemble, but can also be stored in a space-saving manner:
- Sleeping systems and mattresses are easy to fold or collapse and therefore require little storage space.
- The modular tower and rear kitchen can be conveniently moved and stored on a trolley (available in our store) in the garage, cellar or house - without any heavy lifting.
- The only important thing is a dry storage place so that everything stays beautiful for a long time.

The Trelino Evo M is a dry separation toilet that separates urine and solids without any water or chemicals. Made from lightweight, waterproof ABS plastic, it is hygienic and environmentally friendly. With a urine container of around 5 liters and a solids container of around 8 liters, it weighs approximately 4.3 kg. The advantages include the absence of chemicals and no odor when handled correctly. However, regular emptying is necessary and there is no flush function. The toilet is particularly suitable for vanlife, minimalist campers and environmentally conscious users.

The Dometic 976, on the other hand, is a chemical toilet made of robust polypropylene that uses chemicals to disinfect and bind waste. It has an approx. 18 liter waste water tank and an approx. 8 liter fresh water tank and weighs around 7 kg. The advantages of this toilet are the convenient flushing and longer intervals between emptying. The disadvantages are the use of chemicals, the regular reordering of chemicals and disposal at special stations. The Dometic 976 is ideal for campers who value convenience and longer periods of use.

You have the choice between two versions of our blackout mats - both fulfill their purpose excellently, but differ in structure, material and comfort.

The Silver Edition is the classic version. It consists of a quilted material with PVC components and has proven itself over many years. It offers reliable privacy protection and solid insulation - especially for use in milder temperatures. However, the quilted seams that connect the different layers of material allow a certain amount of heat exchange to take place. For you, this means that it can get warmer a little faster in summer and a little colder in winter. However, if you are mainly out and about in good weather or are looking for an attractively priced solution, the Silver Edition is a great choice.

The Black Edition is the modern further development. It is completely PVC-free and has no visible seams. The material is 8 millimetres thick, heat-pressed and ensures a particularly high insulating effect thanks to a special layering - against both heat and cold. The gray outer side is made of durable polyester, while the black inner side is made of a soft, breathable fabric that reduces condensation and ensures a pleasant indoor climate. This version is ideal for you if you travel by van frequently or even all year round and attach great importance to comfort and temperature stability.
A little tip: If you're standing somewhere incognito and don't want to be recognized as a camper, you can also attach the mats with the black side facing outwards.

In short: Both versions have their strengths. The Silver Edition is robust, functional and absolutely sufficient for occasional campers or summer tours. The Black Edition offers you extra comfort and climate stability - perfect for longer trips or more demanding weather conditions.

At 1.89 m, our mattresses are as long as possible - and for good reason:
The larger the mattress, the more storage space is lost in the vehicle.

In minivans, this length is usually the absolute maximum because the vehicle simply doesn't allow for more.

In larger vehicles, we have deliberately made sure that there is still space for an interior module in front of the bed - i.e. between the sleeping system and the driver's seats.

We have developed our sleeping systems including mattress in such a way that they fit in the trunk when folded and existing seats are fully usable.

Our mattresses are therefore a well thought-out compromise between comfort, storage space and suitability for everyday use.

The framework of a van is always made of bare sheet metal - even in the interior. To ensure that the vehicle not only looks better, but is also protected, this sheet metal is usually hidden behind a so-called cladding.

What is a cladding?
A trim panel is a cover in the interior, usually made of plastic or carpet material. Depending on the equipment, it ensures that your vehicle is visually "prettied up" and protects the metal at the same time. The trim also acts as a protective skin and provides a certain amount of insulation against cold, heat and noise.

Note:
In some models in particular, such as the VW Transporter, the interior is often supplied without trim.