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 am - 5 pm
Friday 8 am - 3.30 pm
Saturday only by appointment
Our warehouse is available for you at the following times:
Mon - Friday 6 am - 2.30 pm
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
Please handle complaints about defective goods exclusively as follows:
We as the management consider defects of up to 5% of the annual turnover to be acceptable for the customer, due to the pricing of IKO and the calculation surcharge of the industry. We work with very low margins and therefore often offer you as a customer significantly better prices than competitors. Therefore we also try to minimise unnecessary work for both sides.
The processing of a complaint often costs more than the value of the goods complained about. Defective ceramic, poly or glass articles over 5% of the order value only need to be photographed and the photos sent to us by e-mail. Returns must be returned FREE to IKO, we will gladly provide a replacement. Freight collect shipments are generally rejected.
In case of freight damage we hold the forwarding agency liable. A prerequisite is the correct acceptance of goods (see "Correct acceptance of goods"). In this case, please fax or e-mail us the completed complaint form which is enclosed with every shipment (see "Complaint Form").
If you cannot accept this, please do not order from us.
Questions on the subject of shipping goods: