Frequently asked questions (FAQ)

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

General

What is the “My Account” area (personal customer account)?

The personal customer account (My Account) is a separate area that you can only access after logging in. You can log in by clicking the person symbol in the main menu. If you are logged in, the person symbol will be a different color. Data records will only be loaded for the specific customer after logging in. All data is transmitted in encrypted form. After logging in to the system, an individual page will appear with your details; this is your personal customer account. Here you can use all services that are available and activated for you. Using the left-hand menu, you can select specific subject areas. This includes personal data, managing billing and delivery addresses, your preferred payment method, message overview, quick overview of order status, order summary with complete order history sorted chronologically and direct order-related communication options with your personal customer consultant, editing and managing the wish lists you have created.

In the personal customer account (My Account > Account Overview > Communication Icon [speech bubble] for Order) you have a personal consultant (comprehensive communication terminal). 100% secure communication will be provided through messaging in the personal customer account. This service is not available for customers ordering as guests. Using the personal customer account, you can reach us 24 hours a day for existing orders. Every question you submit about your order will be answered in the order history within a maximum of 3 hours on business days.

For subsequent orders, you can simply log in with your username and password rather than having to enter your data. Prices will automatically be displayed net/gross after registration depending on the billing and delivery address as well as customer type (company, company with existing VAT ID, consumer etc.) as well as the delivery country sales threshold for consumer deliveries within EU countries.

Sales limits apply for each EU country (so-called delivery country thresholds); the shop operator may not make any deliveries to private persons (consumers) in the ongoing business year if these values have been reached or exceeded unless the shop operator is registered as a company in the respective country for VAT purposes. If the delivery threshold has been exceeded, the VAT for delivery to private persons will be generated in the respective EU target country and must be fiscally settled directly to the country in question.

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How can I reach my personal eibabo® customer consultant regarding an order?

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:

 

Speech bubble icon

Info icon

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, select a desired topic as the “Reason for inquiry” and communicate all necessary information to us in the field “Your message”.

The info icon retrieves the content of the order you made, displaying all relevant product information contained in the order.

The repeat icon will add the order contents to the shopping cart again and makes it easier to repeat orders you have made in the past.

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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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