FAQ

What advantage do I have as a customer of EVE?

• On the basis of almost 30 years of experience in electronic distribution we can support your company at various projects with continuity and planning security just as an expert knowledge
• All of your demands, orders and enquiries will be processed by your own personal and qualified customer advisor.
• Global supplies by global contacts enable us to always react flexibly to your requirements and thus ensure the optimum price-performance ratio.
• Benefit from our 120 product lines and optimize your pool of suppliers to focus on your core business. One supplier for many products has the advantages that you have less effort, simple and fast ordering processes and only one personal customer advisor.
• With registration to our online shop on www.eve-electronics.com you have access to your pricelists, the order status of your shipments, your invoices, article availabilities and extensive technical data around the clock. You can place your orders just as forward orders regardless of our opening hours at any time.

Which certifications does the EVE have?

Our company is member of the Händlerbund and member of the FBDI. We act according to the specifications of DIN EN ISO 9001:2015.

How does the EVE support the environment?

By installing a photovoltaic system we are able to produce green power on every roof of our buildings and to reduce the production of CO². With this green power, we run an environment-friendly heat pump that heats the extension of our building.

Who are the people behind the EVE?

You can find the whole EVE-team at "Contact" which is at the bottom of every page.

Where can I find the general terms and conditions?

You can find the general terms and conditions at the bottom of every page or click on this link.

How can I contact the EVE when I´m not a customer from Germany?

You can contact us via the contact box "contact me" next to your respective customer advisor. Another possibility is that you use the field of our email address "sales@eve.de", which is at the top of every page. If you use the "sales@eve.de"-field, your mailaccount opens automatically and you can send us an email containing your personal request wich will be answered promptly.

Which brands provides the EVE?

Some product brands of our assortment are: ERNI, Hirschmann, Bel Stewart, SUNON, Telegärtner and Marquardt. You will find the whole linecard that includes more than 120 brands at the bottom of every page or on the left side of the screen at "Information"

How do I get further information about the company?

At "Our Company" you can get further information about the EVE. If you still have questions don´t hesitate to contact us.

I am a private client. How can I order components?

We are a wholesaler who only provide goods to other companies (e.g. retailers and industrial enterprises).

What advantages do I have if I register as a user for your online shop?

With registration to our online shop on www.eve-electronics.com you have access to your price lists, the order status of your shipments, your invoices, article availabilities and extensive technical data around the clock. You can place your orders just as forward orders regardless of our opening hours at any time.

How can I sign up?

By clicking on "Becoming a client" you could fill in the online form. After activation you receive an email that you are able to use all of the advantages of our online shop.

How do I log in?

You can log in with your access data on the top of every page.

Where can I have a look at my delivery- and billing address?

When you´re logged in you have access to your account and all of your given information. There you can find the tab "My Account" where all information about your newest orders, your payment methods just as your billing- and delivery address are deposited.

How can I change my delivery address?

When you´re logged in you have access to your account and all of your given information. There you will find the tab "My Account" where you can find your deposited standard delivery address. You could add further national delivery addresses there. If you want to add a delivery address for further countries, please contact your customer advisor.

How do I sign up for the newsletter?

At the bottom of every page you can find the tab "Newsletter". There you only have to fill in the form to sign up and get the latest information about the EVE and its components.

I can´t log in. What can I do?

First you can try to request a new password. If that doesn´t work either, please contact your personal customer advisor to help you.

Where do I find my responsible customer advisor?

When you´re logged in, you can find your responsible customer advisor at the top of every page.

What do I have to do if my name, address or email address has changed?

Please contact your personal customer advisor to make the necessary alterations.

Can I create accounts for more than one user?

Yes. At the tab "My Account" you have the opportunity add more accounts for your employees.

How does the order process work ?

If you have found the needed item, you can place it in your shopping cart by clicking the button "Cart" with no obligation to purchase. Afterwards you can continue shopping. You can have a look at your shopping cart at any time by clicking on the button. Furthermore you can also delete the items out of your shopping cart by clicking "Delete". To obligingly order the items of your shopping cart, you can click "Binding Order".

Is it possible to place a forward order?

Yes. When you put the desired item in your shopping cart, you can enter the favored delivery date. Then, this item will be shipped on the entered delivery date. Please notice that the minimum order value is 200.00 € net per delivery.

Is there a minimum order value?

The minimum order net value is € 50.00 within Germany and € 200.00 from other countries. Also you will receive your online order with a net value from € 250.00 free of shipping costs within Germany.

Can I change or cancel my order?

You can add or delete items to your shopping cart at any time. If you have already ordered one of these items you are not able to make modifications concerning your order. In this case, please contact your customer advisor

Is it possible to cancel an order?

In this case, please contact your customer advisor. He will check if a cancellation is still possible.

What do I do if I have received an incorrect article or if parts of my order were missing?

If an item of your order was missing, it is possible that it wasn´t available at the time of delivery and will be delivered at a later time. In this case you can check your backorder summary in your customer account. There you can find the overdue delivery date. If the desired item isn´t listed in your backlog, please contact your customer advisor. If you have received an incorrect item you can call up "RMA" in your customer account to fill in the form. After transmission of the form, we will contact you within a narrow time frame.

Is it possible to place a blanket order?

To place a blanket order, please contact your customer advisor.

How do I obtain information about my backlog?

When you´re logged in, you have access to your backlog at "My Account".

What happens to backlog items?

If an item is available later than the other items from your order, the backlog item will be shipped to you after we will have received it free of shipping costs within Germany. Backlog items with a total value of less than € 25.00 will be shipped with your next order for environmental and economic reasons. Outside of Germany, Backlog items will generally be shipped with your next order. If urgent, please contact your personal customer advisor. He will gladly assist you!

Please click here for further information concerning shipping and shipping costs.

When do you dispatch my order?

Storing items that you have ordered without a specified delivery date will be dispatched on the same day if you have placed your order before 4 pm. To be on the safe side, don´t hesitate to contact your customer advisor. If you have ordered some items on a fixed date basis, these items will be dispatched on the desired date, pending on our in-stock products.

Is it possible ship by express?

We will be pleased to arrange an express delivery for you. To not lose time, don´t hesitate to contact your customer advisor by phone.

Is it possible to track the shipment status of my order?

When you´re logged in, you have access to the shipment status at "My Account".

Who are your logistic partners for the delivery of your goods?

Our logistic partners are regularly DHL and DHL. We reserve the right to change our logistic partner in exceptional cases.

My parcel is damaged - what do I do?

Please check if your parcel is damaged before you confirm the receipt. If a parcel is damaged we advise against receipt. In this case the parcel will be returned to EVE and we will care for further steps.

How and ich which case is it possible to return an article?

If you have received an incorrect or defective products, of course you can return this item. After you have filled in the RMA-form you will receive an RMA-number which is necessary for a return shipment. Please do not send back goods without RMA-number.

Is it possible to pick up my goods by myself?

Yes, if you have chosen the shipping method "EVE self-collector" you can collect your ordered goods at EVE locally.

What are the opening hours of EVE when I want to collect my ordered goods?

You can pick up your goods from Monday to Friday from 9:00 am to 12:00 pm.

Is it possible to ship orders abroad?

Our customers are spread across the globe. We supply our goods nearly in all countries in the world. Via our online shop you can also place orders for european countries as well as third countries. We are pleased to calculate the freight costs incurred for you. In this case please do not hesitate to contact us. Please take into consideration that in case of a shipment in foreign countries beyond Germany it is possible that additional costs may occur (e.g tariffs, customs duties and import sales taxes). These costs must be paid by the customer.

Between which methods of payment can I choose?

You can choose between the following methods of payment:

• SEPA debit*
• credit card
• payment on invoice*
• cash before delivery

*These forms of payment require a positive credit check. If we cannot meet your desired method of payment, your personal customer advisor will contact you.

How do I receive my invoice?

In order to save resources and protect the environment, you will receive your invoice electronically via e-mail. If you have specified a different billing address to your delivery address, your invoice will be sent by post to the specified address. If you wish to receive your invoice in your ordered package, please contact your customer advisor.

We are a foreign enterprise. Can you bill invoices exclusive of the german VAT?

Of course we can bill invoices exclusive the german VAT.

Can I inspect invoices subsequently?

When you´re logged in you can find "My Invoices". There you can inspect previous invoices.

What is your bank account?

You can find our current bank details here.

Where can I find a definite item?

If you know our item number or the one of the manufacturer, you can type this one in the search box to get directly to detailed information about your desired item. If you don´t know any of the possible item numbers you can look for the item by limiting the search filters. If you also don´t find your desired item on this way, please send a request to your customer advisor who will answer you promptly.

Can you provide detailed information concerning my desired product?

You can find detailed information in the product overview. There, you also have access to related data sheets and available product change notifications (PCN). If you need more information, don´t hesitate to contact your personal customer advisor.

What means "individual article reference (SKU)"?

Individual product reference (SKU = "Stock Keeping Unit") stands for your own article number that you can record in that field. You can use the SKU to search for items in our shop. You can have an overview about all products which you have already added your own item number at your account in "My SKU".

I can´t find my desired items in your shop - how do I raise a request?

Please contact your personal customer advisor. He will process your inquiry and send you your personal offer promptly.

I need an individual made-up cable. How do I raise a request?

Please ask here directly for your required cable assembly or contact your personal customer advisor. He will process your inquiry and send you your personal offer promptly.

Where can I see if an item is available again?

If you have found your desired item you can deduce the availability from the displayed inventory. Furthermore there is an arrow in front of the items in the range summary. If this arrow is green you can be sure that this item is available. Otherwise if this arrow is red, there is no inventory at the moment.

How reliable are the displayed inventories?

All of our shop products are provided with availabilities. The shown inventory is monitored in real time which means that every stored item is really available ex stock. These products can be ready for dispatch within a few hours and can be send out on the same day if the order is placed before 4 p.m.. If an item isn´t available ex stock you can contact your personal customer advisor to get to know the delivery time.

When is an item available again?

If an item isn´t available you can see the delivery time in our webshop or you can contact your personal customer advisor.

Where can I find the related datasheet concerning my desired products?

You can find the related data sheet in the product overview.

Which browser is the best to use for the EVE online shop?

The shop is optimized for the actual versions of Firefox, Google Chrome and Microsoft Edge. If you make use of different browsers than recommended unwanted deviations from the normal graphic view can happen. Basically, Javascript and the use of cookies need to be activated in every browser.

Will my data be transported safely?

The data communication always takes place via an encoded connection. By clicking on the corresponding icon you can retrieve the specifications of the safety certificate in the URL-bar.

Do you save my contract data and do I have access to these data?

All customer data that are not needed for the log in to our online shop are saved on an intern server at the EVE GmbH. If you desire to have access to your customer data, please contact your personal customer advisor.

How save is an online order at the EVE?

By using an encoded connection the use of the shop and placing online orders can be said to be very safe.

How can I move the displayed icons on my starting page?

When you´re logged in you can see several icons on your starting page that enable direct access to each page. These icons can be arranged at pleasure by clicking on the respective icon and moving it to the desired location while holding the left mouse button. If you don´t need an icon at all, you can delete this one by clicking on the "X". On the left of the screen you can find a gear wheel. If you move the mouse over this wheel, all icons are shownthat you once deleted from your starting page. If you want to reclaim one of these icons you just need to click on the respective icon and it´s displayed on your starting page again.

How does "BOM-Management" work?

"BOM" means "Bill of materials". This function enables you, to import products directly to your shopping cart, without picking out each item manually. It is very important that you use the correct file format (CSV-data) as well as the correct formatting.

What is a CSV-Data?

"CSV" means "Comma-separated values". These can be created with Excel by saving the data as a CSV-data, for example. By creating the data you have to make sure that the single chinks are separated by semicolons (;).

What is the purpose of the BOM management?

The BOM enables you to place recurring orders more quickly, because you don´t have to pick out every single product out of our online shop. You just need to upload your bill of material to order the desired items directly.

How does the BOM-import via CSV-data work?

If you import the BOM via CSV-data you need to heed that the CSV-data doesn´t content header lines but consists out of two chinks that are separated by a semicolon (;). The EVE item description is in the first chink and the desired order quantity in the second. If you have created the respective data you can upload the file by clicking the button "file searching".

How does the BOM-import with the BOM Professional-Tool work?

BOM Professional-Tool enables you to also upload different file formats like .xls und .xlsx additionally to CSV-datas. Furthermore we can check the availability immediately and can also offer you alternative items from our range of goods. For that you need to click the button "start" which you can find under the BOM Professional-Tool. Afterwards you get to the overview "BOM Professional-Tool". There you can choose the wanted data (csv, xls, xlsx) to upload it. Here you can find a detailed instruction.

How do I add shop items to my BOM?

When you have found the desired item in our shop, you can add this item to your wish list by clicking "add to BOM". You can find your stock list on every page next to the shopping cart or in your customer account´s overview at "BOM".

How does searching via filter work?

On the starting page you can get to an overview of our product categories by the link "Our Product Range". After choosing the wanted category you can continue limiting the search by selecting an product group. Afterwards you can see your search results concerning the chosen product group. Now you can still continue limiting your search by using any more filters. On the left side of the window are all selected filters displayed. You can delete them by clicking on the "X" next to the respective filter.

Which file formats can I use for BOM?

You can only use the BOM-import via CSV- data with CSV-files. The BOM Professional-Tool enables you to also use different formats like .xls an .xlsx next to CSV-data.

How do I download a pricelist?

When you´re logged in, you can download pricelists at "My Account".

How do I create a RMA?

If you have received an incorrect product you can call up "RMA" in your customer account to fill in the form. After transmission of the form, we will contact you within a narrow time frame.