Frequently asked questions

Ordering and payment

1. How can I place an order?

2. How can I remove an item from my order?

3. How can I change the number of items in my order?

4. How can I cancel an order if I change my mind?

5. What payment methods do you accept?

6. Where can I have the items delivered?

7. What if an item is not on stock?

8. How can I order products I need that are not available on the webshop?

9. What is the process of a special production?

Your account

1. Why must I register to order from eywemshop.com?

2. I have forgotten my password. What should I do?

Privacy and security

1. What do you do with the details that I enter on the eywemshop.com website?

2. Will you pass my details to third parties?

3. Will my details be stored securely?

4. Who has access to my details?

5. I already have an account at a EY website. Is my account for the EY Webshop linked to that account?

6. Are my details sent over the Internet securely?

Delivery

1. How long does it take for my items to be delivered?

2. What are the delivery costs?

3. Can my order be delivered to a different address?

4. Can some items in my order be delivered to a different address?

Reimbursement and returning goods

1. An item in my order is faulty or damaged. How do I get my money reimbursed?

2. I have ordered the correct item, but it does not fit. Can I get my money back or exchange the item?

3. How can I return an item or order if I change my mind?

4. Where can I find the order number so that I can return an item?

5. Who pays the costs for returning an item or order?

6. What if there is a fault within the order?

7. I have a question that is not listed here. What should I do?

 

Ordering and payment

1. How can I place an order?

All products in the EY Webshop are stocked by Keiretsu Europe BV in Rotterdam, Netherlands, and bear the EY logo.

If you want to purchase an item from EY webshop, you can use the menu categories to view and order the relevant item. Orders are processed via a standard ordering process.

- You make an order by first adding items to your shopping basket at EY webshop.

- You then click "Checkout". You must then log in or register.

- If this is the first time you are using EY webshop, you must enter a few details about yourself in order for us to proceed with your order (see: “How do I register?”).

- If you have used EY webshop before, you must use the e-mail address and password that you entered when registering. Once you have registered, you have the option to enter an alternative address for delivery of your order. Once you have confirmed your order and the delivery address, you must confirm that you have read and agree with the terms and conditions of delivery for EY webshop.

Then click "Place order".

Once you have entered the payment details and have clicked "Place order", we will confirm your order by sending you an e-mail.

Prior to clicking "Place order", you can change your order or cancel the whole order at any time from the page showing your order details.

2. How can I remove an item from my order?

If you have not yet placed the order, you can remove an item from the shopping basket by clicking "My shopping basket" at the top or bottom of the page.

Your order is then displayed. You can remove an item by clicking the dustbin icon next to that item.

You cannot remove items from your order after you have entered your payment details and we have confirmed your order.

3. How can I change the number of items in my order?

If you have not yet placed the order, you can change the quantity of an item in the shopping basket by clicking "My shopping basket" at the top of the page.

Your order is displayed and you can change the quantity by entering a different number in the "Quantity" field for the relevant item. Once you have entered a new number, you must click "Update shopping basket" to update your order.

You cannot change the quantity of an item once you have entered your payment details and we have confirmed your order.

4. How can I cancel an order if I change my mind?

You can always cancel you order, provided you have not yet entered your payment details. Once your payment details have been submitted and we have confirmed your order via e-mail, you can no longer cancel your order online.

You can, however, always return your order within 14 days of receipt of the order. See also 5: Reimbursement and returns

5. What payment methods do you accept?

Pay-pal

Credit card (Visa, MasterCard, and American Express)

You enter your credit card details using our secure SSL procedure. We and your credit card issuer will ensure that the information is handled correctly. Your credit card is billed the moment an item is shipped.

Direct invoice via mail

Direct invoice to country office

Purchase order number

Monthly / quarterly invoice (must be guaranteed by the country office)

6. Where can I have the items delivered?

Orders from EY webshop can be delivered anywhere in the world. You enter the desired delivery address when placing your order. The relevant delivery costs are displayed before you confirm and place your order. Orders cannot be sent to a post box address.

7. What if an item is not on stock?

In the beginning, we have not yet built a statistic to anticipate which means we may not be able to deliver for a moment.

A customer cannot order anything in the webshop which is unavailable. Stock overview will be shown by product description.

If the customer still wants an item that is unavailable, the webshop indicates that is can be delivered when available again. The means it is possible to place backorders in this case.

8. How can I order products I need that are not available on the webshop?

If your desired product is not available on the EY webshop, there is the possibility to request a special production. This means Keiretsu Europe BV can produce the products you need for a specific purpose such as an event and deliver to the desired location. To start this process, you can either call us, send an e-mail or fill in your contact details in the “Contact” page in this webshop:

E: specials-ey-wem@keiretsu-europe.nl
T: +31 (0)10 208 08 08

After Keiretsu Europe BV has received your inquiry, you will be contacted directly to go over all details.

9. What is the process of a special production?

When you reach out to Keiretsu Europe BV the process of a special production will start. Keiretsu Europe BV will help and advice to accommodate your request. If further information is needed to process your request, you may be sent a couple of questions from Keiretsu Europe BV to ensure the offer you will receive is complete.

If you are interested in ordering the proposed items provided in the offer, Keiretsu Europe BV can provide some reference samples free of charge (maximum 2 pieces) or a custom prototype free of charge (maximum 1 piece).

When the offer and/or samples have been approved, the final e-proof or design for your requested product/s will be confirmed and then production will start. You will be informed about the final delivery date and the goods will be delivered to your preferred delivery address. Please note that for special productions the delivery cost will be calculated depending on the type of item, the quantity of the item and the delivery location. Free delivery of orders above 30 EUR only apply for webshop orders.

Please be aware that based on the tolerance of the manufacturing process of promotional articles, a tolerance of plus or minus 10% can occur in the delivered quantities vs. the ordered quantity. This situation occurs very seldomly and is not part of the normal ordering procedure. If Keiretsu Europe BV is made aware of such differences when producing the ordered quantity, you will be informed and advised by Keiretsu Europe BV on how the discrepancy will be managed.

In case of an under delivery, the quantity invoiced will correspond to the quantity delivered as specified on the packing slip. You will be contacted before the items are shipped to the preferred location. Wherever possible, Keiretsu Europe BV will subsequently provide EY the additional quantity that is missing from the initial ordering quantity if the items can be produced to the same cost as the delivered quantity.

In case of over delivery, you will be contacted before the items are shipped to the preferred location to approve the additional quantity. In such case you will be invoiced the adjusted ordered quantity. If your approval is not provided, Keiretsu Europe BV will ship and invoice the exact ordered amount.

Your account

1. Why must I register to order from eywemshop.com?

The product range at EY webshop is available to everybody and the prices are consumer prices that exc;ide VAT.

You can create your own account on the EY website. You can do this in “My account” prior to placing an order, or during the ordering process before checkout.

2. I have forgotten my password. What should I do?

If you have forgotten your password, click on "Forgotten password" on the login page.

We will send a new password to the e-mail address you used during the registration process.

For security reasons, we advise you to change your password to a password that you can easily remember when you want to log in to your account.

You can change this at any time by logging into your account on the "My account" page at EY webshop.

Privacy and security

1. What do you do with the details that I enter on the eywemshop.com website?

We store the details you enter during the registration procedure at EY webshop so that your orders can be processed as efficiently as possible. We do not do anything else with your data.

2. Will you pass my details to third parties?

No. Keiretsu Europe BV and EY respect the privacy of all users of EY webshop and we handle personal information confidentially. The personal information that you enter is used only to process your order efficiently, or to send you a newsletter if ‘Register for newsletter’ is ticked.

3. Will my details be stored securely?

Yes. Keiretsu Europe BV and EY take all reasonable and practical steps to store your details in a secure, protected way. Personal information is sent across the Internet in coded form and stored at a secure location.

4. Who has access to my details?

Only EY and the service provider Keiretsu Europe BV have access to your personal information. This access is used only to process your order, or to send you a newsletter if ‘Register for newsletter’ is ticked.

5. I already have an account at a EY website. Is my account for the EY Webshop linked to that account?

No. All orders and accounts in the Webshop are completely separate from other accounts.

6. Are my details sent over the Internet securely?

Yes. We use SSL technology (Secure Socket Layer) and other measures to transfer your data securely. You can see when SSL is used at EY webshop by the yellow padlock in your browser window.

Delivery

1. How long does it take for my items to be delivered?

All orders placed before 16:00 are shipped the same day. Delivery times for standard shipments in Belgium, France and the Netherlands is between 24 and 48 hours, in the European Union 3 working days, and to countries outside the European Union 5 working days.

2. What are the delivery costs?

From an order value of € 30,00 standard shipping within Belgium, France and the Netherlands is usually free of charge. For orders below € 30,00, the following shipping costs apply per order:
- € 6,99 for orders up to € 19,99
- € 4,99 for orders between € 20,00 and € 29,99.
The shipping costs are displayed before sending an order in the shopping cart.
If the delivery costs are higher due to the size or weight of an order, we will inform you before processing your order.

3. Can my order be delivered to a different address?

Yes. You can change the delivery address before reaching the payment page. Tick "Deliver to a different address" on the "Order" page.

Enter the new address and click on "Proceed" to save this. The new delivery address is then displayed on the "Order" page.

4. Can some items in my order be delivered to a different address?

No. Only one delivery address can be entered for each order. If you want items to be delivered to several addresses, then please place separate orders for each address.

Reimbursement and returning goods

1. An item in my order is faulty or damaged. How do I get my money reimbursed?

a. An order can be returned free of charge within fourteen days of receipt if it is defective or damaged. The costs for return will be paid by EY webshop. You must send an e-mail to support@keiretsu-europe.nl giving the order number, your account number, the name of the account holder and the reason for return. After receipt of the returned goods, the cost of the goods will be reimbursed to the account holder.

b. All returned products must be in the original packaging. Returned products must be sent back with the original invoice, delivery note or fax, and return note.

2. I have ordered the correct item, but it does not fit. Can I get my money back or exchange the item?

a. You can exchange and return an item within 14 days of receipt of the order.

b. All returned products must be in the original, unopened packaging, must be undamaged and must be suitably packaged for return shipment. The products must be suitable for resale. Returned products must be sent back with the original invoice, delivery note or fax, and return note.

c. Repair and replacement costs will be incurred if the returned products are damaged or missing. This can affect the level of reimbursement.

d. When returning goods to Keiretsu Europe BV, the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within fourteen days provided the order has not been shipped.

3. How can I return an item or order if I change my mind?

a. You can exchange and return an item within 14 days of receipt of the order.

b. All returned products must be in the original, unopened packaging, must be undamaged and must be suitably packaged for return shipment. The products must be suitable for resale. Returned products must be sent back with the original invoice, delivery note or fax, and return note.

c. Repair and replacement costs will be incurred if the returned products are damaged or missing. This can affect the level of reimbursement.

d. When returning goods to Keiretsu Europe BV, the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within fourteen days provided the order has not been shipped.

4. Where can I find the order number so that I can return an item?

The order number is indicated on the order confirmation and the dispatch confirmation e-mail that you received after placing your order. You can also find your order number by going to EY webshop Click on "My account" and log in to the webshop. Click on "My orders" and look for the order number in the list.

5. Who pays the costs for returning an item or order?

When returning goods to Keiretsu Europe BV, the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within fourteen days provided the order has not been shipped.

6. What if there is a fault within the order?

When there is something fault within the order you can contact Keiretsu Europe.

These are example cases:

Return Label: Customer may return all box or just incorrect items

Missing items: Keiretsu Europe will send missing items free of charge

With a delivered surplus, the customer may keep the items in consultation with us (with one or more items)

Size will not fit: Return and new item will be send free of charge.

7. I have a question that is not listed here. What should I do?

EY Merchandise Support
Delftweg 104B
3043 NA Rotterdam

Telephone: +31 (0)10 208 08 08
Fax: +31 (0)10 208 08 09

E-mail: support@keiretsu-europe.nl

The EY Merchandise Support team will be happy to answer your questions.