FAQ - frequently asked questions
Here we would like to summarise frequently asked questions for you. If you still cannot find an answer to your question, you can always contact us by phone or email. Our employees will be happy to help you personally.
Questions about contact:
Our office is available for you at the following times:
Mon - Thurs 8.00 am - 4.30 pm
Friday 8.00 am - 3.00 pm
Saturday only by appointment
Our warehouse is available for you at the following times:
Mon - Friday 6 am - 2.30 pm
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General questions:
The initial order should be at least 200,- € net order value for deliveries within Germany. For deliveries abroad the minimum order value is 500,- €.
There is no longer a fixed minimum order value for follow-up orders. However, a delivery of less than 80,- € net order value does not make sense in our opinion, as the transport costs incurred are much too high in relation to the value of the goods.
The first order is made by advance payment. Please arrange payment only when you receive the invoice from us. Payments on the basis of the order confirmation can be incorrect, as the delivery value can sometimes still differ on the invoice. Follow-up orders are usually delivered by invoice. The customer's credit limit increases with each order placed, which is paid within the agreed payment period, since as a rule of thumb, we always deliver 30% of the turnover so far, which has been paid without reminder, by invoice.
Payment can be made by bank transfer or in cash on collection. We do not offer direct debit or credit card payment.
Deliveries abroad, outside of the European Community, are generally only made by advance payment.
Account holder: IKO Import Klaus Otte GmbH
IBAN: DE63 5919 0000 0301 0810 06
BIC: SABADE5S
That is no problem at all. We note items for you that are not in stock and deliver them automatically on arrival, as soon as it is worthwhile for the dispatch. There are no additional shipping costs for you.
Items purchased from IKO may only be sold online with our specific approval for each item. We will be happy to provide you wiht the product photographs taken by IKO on request.
Please handle complaints about defective goods exclusively as follows:
Generally speaking, we take the view that defects amounting to up to 5 per cent of the value are acceptable to the customer, given IKO’s extremely competitive pricing. Processing complaints often costs more than the value of the defective goods. It is therefore our aim to receive as few complaints as possible, and we are happy to pass on these savings to you, our customers, thanks to our very low margin!
If you would nevertheless like to submit a complaint, the best way to do so is by email, stating the item number and quantities of the faulty items. Please attach photographs showing the faults and let us know whether the damage occurred in transit. This will enable us to process your complaint promptly.
In the event of damage to goods in transit, we hold the haulage contractor liable, provided that the goods were correctly accepted and the damage was properly documented upon delivery by the haulage contractor.
Questions on the subject of shipping goods:
Parcels are shipped with DPD, pallet shipments with the forwarding agency DSV. In order to minimise the risk of breakage, we also ship smaller breakage-prone items on half pallets (60x80cm).
As a rule, we dispatch the goods on the day the order is received or the following day. Only seasonal rush hours before Christmas and Easter may cause delays. Of course, you can also submit orders to us with a requested delivery date.
The delivery is free of charge from an order value of 400, - € net within Germany, without islands. For domestic orders below 400,- € order value, we charge a flat rate of 8,- € for processing and shipping. You can find information on freight costs for international shipments here: SHIPPING COSTS
As soon as your goods are ready for shipment, you will receive a shipping notification by email. In the PDF file you will find the link you can click directly to see where your shipment is located. It often takes until the evening before you can track the shipment online.
That is no problem at all. Please just inform us when placing the order that you are a self-collector. We will then inform you when the goods are ready for collection.
We have the possibility to send shipments by carton or pallet e.g. directly to Amazon FBA. However, we do not offer drop-shipping for the shipment of individual items to the end customer, as our warehouse is not logistically set up for this.