Frequently asked questions (FAQ)

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

Registration & Login

I forgot my password! What do I need to do?

Are you registered as a user but forgot your password when logging in? No problem, below the input field for your email address and password you will find a link that says “Forgot your password?“ In the form found there, please enter the email address you used when making the order and send the request. After the system reviews the request, you will automatically receive an email with a new, freely generated password. Use this password to log in and change your password in the My Account area under “personal data” according to your personal preferences.

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Why should I register with eibabo®?

Registration is necessary if you would like to access the full scope of the free tools provided when using eibabo® technology stores.

To carry out a proper preliminary review before placing an order, we recommend that you register your details with the system and fill the shopping cart for illustrative purposes (shipping costs, availability, payment methods, etc.).

Registration is entirely non-binding, since your data will not be used to further process your order until you place the order.

Of course, you can also fill shopping cart without prior registration, however it is possible that deliveries cannot be made to a specific postal code in a country, or that payment methods are not available in specific countries or delivery regions, but these will still be displayed in the shopping cart before you log in.

Because we deliver worldwide, it is necessary to provide a highly complex database that conducts various checks online in a very short period of time. This includes the calculation of tax and shipping costs. It is only possible to individually check and display all parameters once you have registered and logged in.

To register, you only need to fill a single form. This allows shipping cost calculations and delivery services to be reviewed 100% in advance.

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As a new customer, did I select the correct eibabo® store and language?

eibabo® is available in many countries with a total of 14 languages to choose from. Please select the correct shop before placing your order. For example, you can access the German eibabo® store at www.eibabo.com and www.eibabo.de. Every country’s shop may offer multiple languages, for example www.eibabo.fr offers 4 languages (French, Spanish, English and German).

However, after logging in, you will only find your order details in the store where the order was actually originally placed. Please also note that all correspondence and email templates will be based on the language you selected when placing the order.

For instances, typical messages include the following:

  • Technical order receipt confirmation from the system (automatically generated email)
  • Order confirmation and delivery date confirmation
  • General information
  • Order rejection
  • Cancellation
  • Confirmation of receipt of payment (for payment method “Prepayment”)
  • Delivery delay
  • Delivery information with tracking link for shipment tracking
  • Receipt of complaint
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I am logged into eibabo®, but I can’t find my orders!

After logging in, you will only find your order details in the store where the order was actually originally placed. Different eibabo® stores with their languages and sub-shops are separate systems. It is not (currently) possible to provide order data from different sub-shops. For this reason, you should check whether the order was actually placed in the store where the data is currently not displayed (check eibabo.com or country shop or different language shop). In case of doubt, we are happy to assist you and review the matter for you. Please contact us using the available contact options and have all relevant information ready to review, such as the billing and delivery address, optional customer number and order information (what was ordered when).

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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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