• Can I use a Letter of Credit (LC)?
  Letter of Credit (LC) agreements are only applicable if fully accepted by Eufill. If a LC is fully accepted by Eufill and confirmed by the Eufill management. Under no circumstances, changes of any kind to the by Eufill confirmed LC can be made or are accepted.
  All bank cost of the LC at Eufill side must be paid by the customer requesting the LC and shall be invoiced separately if they cannot be added in the pending LC.

• How do I place an order via CSV upload?
  You can easily use the csv uploader if you already know the products you want or if you often order the same products. You can download the overview of our products as a csv file. Once you filled it out you can upload it again to add the products to your shopping cart. In this video we will show you how to do this.

• Can I mail orders to you?
  No, that is not possible; we only handle orders through our web portal. The reason is the automated system supporting Eufill. This system is designed to ensure the fast and secure handling of your order.
  
  
• A product is not in stock on the website. Are you sure you do not have one in the back?
  The stock on our web portal is synchronized in real time with the stock in our warehouse. So, if something is listed as not in stock, we really do not have it. In that case, you can place a back order. We will deliver the product to you as soon as we have it in stock.
• Can I get a proof of delivery (POD) for my CPT shipment?

If you would like to request a Proof of delivery (POD) for an CPT shipment you can E-mail [email protected] with the invoice number or tracking link number. Please mention in the e-mail that you would like a POD of this shipment.

Our Logistics team will share a copy of the Proof of delivery (POD) with you. Please note that after three months after the shipping date the records will be refreshed and erased, and the POD cannot be requested anymore.

• Can I pay by cheque?
  No, cheques will not be accepted.
  
  
• Does Eufill use day rates for currencies?
  No, Eufill uses fixed rates. USD is our main currency. Eufill reserves the right to adjust this fixed conversion as a result of changes in the currency rates.
  
  
• Do I pay the bank costs myself?
  Organizations from EEC countries must make payments under SHA code. From non-EEC countries, invoices must be paid in accordance with OUR regulations.
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• Which payment reference do I state with my payment?
  You must mention the order number(s) when making the payment. The right amount combined with the correct order number ensures quick processing in our system. Otherwise, we have to carry out manual payment checks and possibly send an additional handling charge. Payments without order number(s) can lead to serious delivery delays. If you have made a combination payment covering multiple order numbers and those details will not fit in your payment field, please send us an email stating the order numbers and the amount you have paid. That will prevent any delay with fulfilment of your order.
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• Can I pay several pro forma invoices at once?
  Yes, but keep in mind to list all the order numbers in the description of the payment.
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• Can I have several orders put on one pallet?
  No, that is not possible. We work with a fully automated system with a 3PL (Third party logistics) warehouse. Each order is processed in the way you enter it on the web portal. We advise our customers to think carefully when going through the order process, and make sure to check whether every item needed is included in the order.
  
  
• When can I expect my order? The estimated time of arrival on your order is dependent on multiple variables. Some of which are not under our control. If you choose to pay via a CPT (Carriage Paid To) payment you can request a Track and Trace code for your package. This will allow you to estimate the time of arrival yourself. The Track and Trace codes are available upon request via [email protected]. For other payment options the Track and Trace is not available.
  
  
• I have received a Track and Trace link. When can I expect my order?
  The expected amount of transport days can be found in this overview.
• I have asked a logistics company to pick up my order, but it does not receive the order. How is that possible?
  To ensure that the order is picked up by the right person, collector of the order must provide us with the pick-up number. The pick-up number can be found in the e-mail sent to the buyer. No shipments will be handed over without the corresponding number. Please note: Eufill does not work with CRM documents.
  
  
• How long do I have to pick up my EX-Works order?
  Make sure your order is picked up 21 days after receiving the pick-up instructions. We calculate $150,- storage costs per order per week, for orders that haven't been picked up after those 21 days. Extra storage costs are invoiced separately.
  
  
• Can I cancel my EX-Works order free of charge?
  As long as your order has not yet been processed to our warehouse, you can cancel your EX-Works order free of charge. If your order has already been processed, we will charge $ 150 per order line plus $ 25 per item for costs incurred to cancel your order. Contact our orders department to request the status of your order.
  
  
• My order is not on stock. Can I pay my pro forma invoice partially?
  No, this is not possible. You must pay your pro forma invoice in one go. If you do not, the backorders will be removed from your order. With partial payments you do not ‘reserve’ the products that are not readily available. Only when the order is fully paid for, the products will be reserved for you until the products are back in stock.
  
  
• My order is incomplete/damaged. What can I do?
  Have you opted for ExWorks, so have you arranged your own collection? At the moment that there is a signed collection statement and the shipment arrives with missing or damaged products, the chosen transport company is responsible for the damage suffered. Has your product been delivered by us via DHL? If the shipment of your order does not contain all products or if any product received is damaged upon arrival, you can notify us via [email protected]. Please do so by sending the related invoice as well as indicating which products are missing/damaged. Our team will figure out what went wrong and will send for the products that are missing, and arrange a pickup if need be. Note that you will have to notify us regarding this within 1 day of having received the order. After that we consider the shipment complete.
  
  
• Can I return my products?
  No, Eufill does not accept any returns. You can however, cancel orders before completing the payment. If you have outstanding credit with Eufill you will not be able to return the products after conformation of the order. You therefore cannot return your products, even if the boxes are unopened or undamaged.
  
  
• Is it possible to make a payment in other currencies?
  Currently, our web portal offers payment in three currencies, USD, GBP or EUR. The currency is dependent on your account. Once you have an account you are not able to switch between currencies. Before you place an order, you can select the currency you wish to use at the top right of the web page. If you have confirmed the order on the web portal, you cannot change the currency any more.
  
  
• The discounts I get are different than I had expected. What can I do?
  Firstly, you can contact Eufill to check whether your discount matrix is set correctly. If that data is correct and you do not agree with your discount, we would love to refer you to the right sales contacts to assist you.
  
  
• Would you like more information on our products?
  Eufill is a fulfilment company for products from companies such as Music Group and Clair Brothers. You can contact the manufacturers for more information about specific products.
  
  
• I cannot log in to the portal any more. What can I do?
  If you are sure that your login details are correct, please contact us by calling +31 85 1051913 or by sending an e-mail to [email protected]
  
  
• What happens if I forget my password?
  Click on the 'forgot password' button. You will receive an automatic mail with a link to set a new password.
  
  
• I have an EXW account and need to know the dimensions of the pallets. How does that work?
  We can only mail the dimensions and the weight after the order pick (i.e. after the order is ready). That is not possible in cases with a pro forma invoice because the order is not yet on the pallet, physically.
  
  
• There is an issue with my CPT delivery. What can I do?
  We would kindly refer to our guide book for all your logistics related questions. You can see the guideline here.
• My question remains unanswered. Which email address do I need?

-order related = [email protected]

-financial / invoice related = [email protected]

-logistic and delivery times = [email protected]

N.B. – Please do not use personal email addresses. Calling is always faster than e-mail.