Frequently asked questions (FAQ)

Here you will find answers to frequently asked questions in the eibabo® store.

Complaint

I would like to make a complaint regarding an existing eibabo® order

The company eibmarkt® takes complaints very seriously, as if we were affected by the problem personally as customers. In this regard, the customer is absolutely the focus of all efforts. This can be demonstrated by a number of international ratings as well as multiple distinctions in studies on customer satisfaction. So you are in good hands with us.

We try to minimize the unpleasantness connected with complaints through our communications efforts and mailing campaigns. To this end, it is necessary for all communication to be expedient and detailed on both sides without giving rise to repeat inquiries.

Of course, problems with order handling cannot be 100% prevented. This makes it even more important to have reliable after-sales support for problems of any kind.

Here’s how to handle complaints:

If you have a complaint about an item you ordered, it is important not to just send the item back to us immediately without information. Please contact us first to discuss how to proceed. Our employees have extensive experience and will support you to the best of their abilities to handle the complaint quickly and reliably on your behalf.

It would be very helpful if you notify us before making a return so we can send you all the relevant information for complaint handling. This can be done by phone, by email or ideally directly through the “My Account” area after logging in (for registered users). The My Account area is the fastest and most secure channel for processing.

In the “My Account” area, your orders are depicted very clearly with comprehensive options for communication in your local language with your specifically assigned personal customer consultant. For this purpose, please log in to the eibabo® store where you placed the order in question. You can do so by clicking the person symbol in the main menu. After logging into the desktop version of eibabo®, you will find the My Account area on the left side. In the mobile version of eibabo®, after logging in, you can click on the Menu icon with 3 horizontal bars. Here you will find the content for “My Account”, your personal customer account.

Please select “Order overview” there. All the orders you have made will be displayed chronologically. Each order features 3 icons. The speech bubble icon, the info icon and the repeat icon. Using the speech bubble icon, you can reach the communication terminal with your personal customer consultant including all previous communication regarding the order. In this area, you can use the button New order inquiry to send questions or information that we will address promptly. In the contact form choose “Complaint” as the reason for your inquiry and please describe the current problem in as much detail as possible.

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Top 3 FAQs

1. What shipping costs are calculated?

You can find the shipping costs near the item price by clicking a link. The shipping cost overview page can be accessed from the service area in the main menu (desktop version) or in the footer (mobile version).

As long as a fixed price per order has not been set for a selected shipping method in the current country of delivery, which is generally the case for all EU countries and Switzerland (see shipping cost overview page), the shipping costs will be calculated based on the item weights in your shipping cart, information about bulkiness as well as delivery address and currently selected shipping method. Weight-based shipping cost calculations are generally in place for deliveries to third countries as well as Liechtenstein and Iceland (DHL EXPRESS or DHL INTERNATIONAL). The shipping costs for the items in the cart will only be recalculated if further items are added to the cart or if the country of destination or the shipping method is changed.

2. How does customs clearance work with eibabo® and what customs fees am I required to pay?

Every country has normal duty rates that apply when importing goods. There are also so-called preferential customs rates that are only granted subject to specific conditions; these are generally significantly lower than the normal duty rate.

Whether the goods are eligible for preferential customs rates or not may depend, for instance, on the origin of the goods and whether preferential agreements exist between the European Community and the country of importation, for instance special agreements exist with the EFTA countries Norway, Iceland, Switzerland and Liechtenstein. Importation at the preferential customs rate, which is frequently 0%, is granted if the imported goods are considered products of origin under the meaning of the preferential agreement. This is only the case if the goods were entirely obtained or manufactured in the region of the contractual party in question.

eibabo® is an undertaking of eibmarkt.com GmbH. eibmarkt.com GmbH is one of the few exporters authorized by the customs authorities in these industry. Multiple times a year, the customs authorities review compliance with all criteria. eibmarkt® GmbH is connected to the data center of the AEB and acts in accordance with the ATLAS procedure certified by the federal finance office. Our own digital customs clearance allows us to inspect and influence processes in a rapid, unbureaucratic manner. Our employees receive comprehensive training in this system and have multilingual backgrounds to answer international customer inquiries.

This means that we procure all the necessary goods documentation for export (certificates of origin, movement certificate, proof of preference, other necessary accompanying papers in the import country) to offer you the highest possible degree of comfort and security. Furthermore, every shipment of goods will be declared correctly, which will save you as a customer lots of additional expenses and problems with mailing and customs.

3. Are there discounts for resellers or repeat customers of eibabo®?

Published eibabo® discounts are equally valid for all customers, whether consumers (private customers) or business customers. However, it is possible to establish special conditions for specific customers for the entire product range or for specific items or manufacturers. This is generally reviewed and granted after the first order and depends on the anticipated sales volume. You can send a review directly to info@eibabo.com and at the same time to Lars.Heller@eibmarkt.de or using the contact options indicated in the store.

This option is very interesting for repeat customers who are very familiar with the eibabo® store and regularly place orders, if these order values are below the limit values for granting discounts.

Didn't find the answer? We are always available for you. Your eibabo® customer care team.

Your eibabo® customer care team.

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