Frequently asked questions
On this page you will find answers to the most common questions about, for example, the order process, prices, carriers, durations, transport costs, warranty and much more. Of course we do our best to answer your questions as clearly as possible and we always keep the FAQ up to date. Is your question and answer not listed? Do not hesitate to contact us. We are happy to answer your question as soon as possible!
Are all products certified?
Most of our products are certified and the certificates can be downloaded at the download tab of each specific product once logged in to the website as one of our verified resellers.
Are the shipping costs included in the price?
All our prices in the price list are Ex Works. Which means that the transport price still needs to be added to the order.
Do you sell to end users or only to selected resellers?
We believe it is important to distribute our products throughout Europe in a responsible manner. For this reason, as a company, we have chosen not to sell directly to end users, but only to a selected group of resellers. Do you, as an end user, want to buy one of our products? Add the desired products to the quote on our website and we will put you in touch with your local reseller.
How do I place an order?
As we are only selling to resellers it is important that we approve you as a reseller first. To become a reseller please contact us by e-mail on [email protected], by phone on +31 475 729 890 or create an account at our website. In case you choose to create an account on our website we will validate your account first. After we validated your account the prices will be visible and you will be able to place an order.
How do you solve warranty claims?
Due to our European warehouse, we are usually able to resolve warranty claims very quickly. We have a large stock of spare parts and products in our European warehouse. These will be shipped with parcel services to ensure that you are helped as quickly as possible.
How does AOKE Europe distinguish itself from its competitors?
AOKE Europe distinguishes itself by providing high quality products, support and after sales service. This is done by fast delivery of products. We have a standard, to deliver all our products within five working days throughout Europe. Due to the warehouse of > 2.400 square meters we are able to keep a large inventory of our most popular products. All the above advantages are being offered at very competitive prices. By working in this way, our resellers can focus on selling the products, while we ensure that in most cases they are in stock in large numbers and can be delivered quickly.
How long does it take for my replacement parts to be shipped?
If the problem can be solved by sending a replacement part, a replacement part will be sent first. If the problem is still not solved, then we will send a replacement product. The delivery time depends on the carrier and the delivery address.
How many pieces need to be ordered to minimize the shipping costs?
To minimize the shipping costs it is important that the products are being stacked on the pallets as efficient as possible. This means that we need to fit as many products on the pallets as possible. Below you will find an explanation of how many products can be transported on 1 pallet per product.
- Single motor frame - 36 pieces; (1 pallet)
- Dual motor frame - 40 pieces; (1 pallet)
- Hand crank frame - 36 pieces; (1 pallet)
- Bench frames - 32 pieces; (3 pallets)
- Triple motor desk - 30 pieces. (2 pallets)
Please note that one bench consists out of three boxes and one triple motor desk consists out of two boxes. That is why more pallet spaces are calculated for these series. Of course it is also possible to combine various products on the pallets. In this case we recommend to contact us so can make an exact calculation.
In which country are the products produced?
Most of the products that we have in our range are produced by our factory in China. There is also a small number of products in our product range that are being produced by our partners. These products mostly concern accessories, chairs and table tops.
Is it also possible to make custom made products?
When you as a company are looking for a custom made product that exactly meets you requirements, AOKE is the right partner to work with. Together with our engineers we will work on the perfect product that fully meets your requirements. Please contact us to discuss the possibilities.
Is it possible to receive a sample?
We understand it is important to test the quality of our products. The only way to do so is to determine the quality yourself by testing the product itself. Therefore it is, of course, possible to receive a sample of all products in our product range.
Is the requested model in stock?
We always try to keep enough stock of our most popular models. Unfortunately, it sometimes happens that a model in a certain color is not in stock anymore. To find out the latest stock information we would like to ask you to contact us. Because we usually plan more than 3 months ahead, it is not possible for us to accurately display stock levels on our website.
To which countries can the products be shipped?
Our products can be shipped to all European countries, namely:
Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Italy, Kazakhstan, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom (UK), Vatican City (Holy See).
What is the warranty period on your products?
We give a 5-year warranty on most of the products, unless stated otherwise.
What will be the lead time of my shipment?
This depends on the delivery address and the total number of pallets to be delivered. We work with several carriers to make sure we are always able to provide you with the quickest shipping offer possible. Normally our carriers are able to ship to almost every address in Europe within 5 working days from the day of the pick-up in our warehouse.
When will my order be shipped?
Your order will be shipped right after we have received your payment. As we are working in many different countries it is important to receive your payment 100% TT in advance.
Where can I see the furniture?
In addition to our large warehouse, we also have a showroom. That is why it is also possible for potential customers or existing customers to take a look at our showroom. Our showroom is located at: Edisonweg 10, 6101 XJ Echt, The Netherlands.
Which carriers deliver the products and how much does the transport cost?
When shipping our products, we use different transport companies. We will always make sure that the transport costs are as low as possible. We do this by comparing the prices at different logistics companies.