FAQs

What is the process of ordering? How do I place an order?

1. Choosing products

Browse through our website which is categorized by range, product type, and colour, and add to your Shopping Cart as many pieces as you want. You can see what items are in stock and in what quantities. Products that are out of stock are marked as 'Backorder'.

2. Payment & Shipping

Continue to the second step where you can choose a Delivery Method for your order. The price estimation for that method is displayed depending on the size of your order, however, this estimation needs to be later confirmed by a member of our team.

3. Information about you

The last step is entering all details about delivery and billing address. 

After that please confirm your order by clicking on the button `Order with obligation to pay`, which will send a notification to our sales team about your new order. 

IMPORTANT: If you have in-stock products and backorder products in your order, please enter a note at the bottom of the page stating whether you want to have in-stock products shipped immediately or wait until your entire order is complete.

After you submit your order we will check it and send you a pro forma invoice to be paid. 

All our prices are in EUR and we accept payments via bank transfer or credit card. 

1. Bank payment

Please make sure that your bank does not convert the money into any other currency than EUR as this would result in additional costs.

2. Credit card payment

Upon your request, our sales team will send you a payment link. 

Please note a 3,5% fee is added to all credit card payments. 

If you wish to pay for your order by credit card in your currency, you can do that, however, card and conversion fees apply.

Completing and dispatching your order

After we receive a confirmation of payment we start the fulfillment of your order and depending on your selected delivery method we will let you know the goods are ready for dispatch or provide you with tracking details of your order.

You can still amend your order even after placing it with a member of our team but we prefer you to make the most comprehensive order right away.

In case of any questions, please read through the FAQ below or contact a member of our team at trade@klimchi.com.

What are your lead times? When do I need to order to receive my items?

For products that are in stock, we are able to dispatch a small order within 5 to 7 working days of receiving the payment confirmation. 

Large orders of in-stock products can take several days for our warehouse team to fulfill but we always try to be as quick as possible.

For products that are in our portfolio but are out of stock (marked as 'backorder'), the lead time differs. Our factory runs on 5 manufacturing cycles throughout the year (2 - 3 months each) in which we cycle through the colours on offer. There is a strict technological procedure which needs to be followed in order to achieve the high quality of our glassware. 

For large orders, we recommend you get in touch with us as soon as possible in order to reserve your slot in our manufacturing program.

Approximate deadlines for large orders

Spring delivery (end of March, before Easter) - order by the middle of February

Early Summer delivery (end of May, before the holiday season) - order by the middle of April

Full Summer delivery (end of July / beginning of August, before back to school/work, early Christmas) - order by the middle of June

Christmas delivery (end of October / mid-November, main Christmas delivery) - order by the end of August / middle of September

Late Christmas delivery (throughout 1st half of December, refilling out-of-stock products) - order by end of October

What is my Minimum Order Value?

There is no MOV for your first order. However, we always recommend taking advantage of the shipping cost. For instance, one master carton can accommodate approximately 12 products. You can find out more about it in the next answer.

What is the minimum order quantity?

There is no MOQ, but we strongly recommend ordering the items in multiples of 12 pcs from one type of glassware (e.g. 2L Hobnail Jug). This is to ensure the cost-effectiveness of transportation. 

If want to only replenish out-of-stock products and order smaller quantities, a maximum of 8 items can be shipped in only a distribution package.

The distribution packages are stacked on palettes following this formula:

½ PALLET

  • 12 items = 1 distribution package, 1/2 EUR palette (1 level), 0.6 x 0.8 x 0.65m, up to 25kg
  • 13 - 24 items = 2 distribution packages, 1/2 EUR palette (1 level), 0.6 x 0.8 x 0.65m, up to 45kg
  • 25 - 48 items = 3- 4 distribution packages, 1/2 EUR palette (2 levels), 0.6 x 0.8 x 1,15m, up to 90kg
  • 49 - 72 items = 5 - 6 distribution packages, 1/2 EUR palette (3 levels), 0.6 x 0.8 x 1,65m, up to 125kg

EUR PALLET

  • 49 - 96 items = 5 - 8 distribution packages, 1 EUR palette (2 levels), 1.2 x 1 x 1.15m, up to 175kg
  • 97 - 144 items = 9 - 12 distribution packages, 1 EUR palette (3 levels), 1.2 x 0.8 x 1.65m, up to 255kg
  • 145 - 192 items = 13 - 16 distribution packages, 1 EUR palette (4 levels), 1.2 x 0.8 x 2.15m, up to 335kg

If you have limitations in your warehouse and you are not able to accept pallets of a certain height, please inform us about it as soon as possible.

Can I mix & match in between shapes and colours?

Yes, you can. The best is to keep to multiples of 12 pieces from any given shape, e.g. 4 pcs Rosaline Hobnail Egg Vase, 3 pcs Clear Marika Egg Vase, 2 pcs Amber Marika Egg Vase and 3 pcs Aquamarine Kugel Egg Vase = 12 products of the same shape (Egg Vase) but can combine optics (Hobnail, Marika, Kugel) and colours. 

Can I have a "mix & match" set of Tumblers?

No, we cannot do mixed colours of our sets. All our tumblers come in sets of 6, 4, or 2 pieces so you can buy different colour sets and mix them yourselves. Alternatively, you can sell the tumblers individually to your customers.

What would you say are your most popular colours?

The most popular colours are Rosaline, Crystal, Aquamarine, Amber, Underlay Blue Smoke, Light Green, Beryl, Olive Green, and Bronze. The likeness of the colours changes during the seasons, e.g. Spring / Summer draws people more to lighter colours such as Rosaline, Light Green, Light Blue, etc. For Autumn / Winter customers prefer darker and rich colours such as Amber, Dark Green, Grey Smoke, etc.

The best-selling products are on the websites tagged as 'BESTSELLER'. The latest additions to our portfolio as `NEW`.

Are the Jugs strong sellers on their own or better to cross-sell with Tumblers?

They are great pieces to sell on their own, however, most of our clients appreciate the up-selling quality of the matching Tumblers. If displayed together, a lot of people buy them as a set hence increasing their order value, or buy the Jug and return for Tumblers on the next visit.

Where are you based? Where are your pieces being manufactured?

Our main building is based in the north of the Czech Republic as well as our family glass factory where we manufacture all our handmade glassware.

What percentage is shipping?

It depends on the destination and the size of the shipment, but usually, it is 10% of the order value. We always try to get the best price for you.

What shipping company do you use?

We use TNT and FedEx for smaller orders and GLS for single distribution packages around the EU. For large palette orders, we use freight forwarders such as Bohemia Cargo or Cargo Partners. We always quote the shipping from several shipping carriers which is why you receive only an estimation at the checkout page. You are welcome to use your own shipping company and pick up the goods in our factory. Please select the EXW option at checkout.

What is an 'EORI number'?

EORI number is 'Economic Operators Registration and Identification number' and you need it if you are based in the UK to import goods from the EU. You can find more information here - https://www.gov.uk/eori.

If you are outside of the UK but would like us to put your EORI number on customs documents please let us know.

Do I have to pay any extra fees, customs charges, etc.?

We ship all our orders on an EXW or DAP basis following Incoterms 2020. 

EXW = Ex-works means that the goods are prepared for you in our factory and you are responsible for arranging your own transportation covering all costs associated with it (incl. customs fees and charges). 

DAP = Deliver At Place means that we take care of the transportation costs and the goods are delivered to your required place, however, you are still liable for any import duties or customs fees charged in your country.

If you are based in the EU, there are no customs fees or charges. 

If you are based in the UK, there is no import duty at the moment but you will be liable to pay 20% VAT which you can claim back if you are UK VAT registered. Additionally, you are charged fees for processing the customs clearance.

If you are based outside of the EU or UK, please consult with your local customs broker about what fees you will be liable to pay on the import of our goods. Our goods HS Code is 7013 37.

My order has arrived with some of the pieces broken-how do I proceed?

If you notice any visible or suspected damage on the parcel upon delivery (e.g. dents or holes in the boxes, cuts in the packaging, etc.), have the courier add all this information to the delivery note or ask to fill out a damage report with them. Please take pictures or videos of such delivery for future proof. If you failed to report a visibly damaged parcel upon handover, the claim might not be accepted. Please make sure to check the delivered products thoroughly within 3 days of receiving your shipment to check for any damage. If you discover any broken or damaged goods, take photos of the following:

  • main carton/distribution box with the shipping label visible
  • inner packaging (inside of the distribution box including the filling materials)
  • outside and inside of the product box including the filling material
  • the damaged product(s)

Send everything to your point of contact at KLIMCHI or trade@klimchi.com where we are going to advise you on the next steps. Please do not throw the damaged product(s) and transportation packaging away in case the courier asks for further inspection.

Without these photographs, we won't be able to successfully raise a claim with the shipping company, and therefore we will not be able to provide you with a replacement or credit for the damaged products.

Do I need to adhere to your RRPs?

Recommended Retail Prices are listed on product pages for a reason. All our products are handmade and we value our brand and quality of the craftsmanship. 

I've seen other retailers selling KLIMCHI pieces for less.

Please let us know where you have seen this on trade@klimchi.com. Thank you. 

Can you do something about the price?

We always offer you the best possible price at the given moment. We are able to provide volume discounts on larger orders and we prepare special seasonal offers/discounts several times a year. 

Can I get exclusivity?

None of our partners has exclusivity at the moment. You can receive exclusivity on certain custom products. For more information, you can contact our team at bespoke@klimchi.com.