Questions for EKI's customer service

Customer service

On this page you will find Frequently Asked Questions about our website. We hope you will find the answer to your question. If this does not solve your problem, please contact us.

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Frequently Asked Questions

How do I create an account?

You can create an account on the EKI website, which offers a number of benefits. Creating an account enables you to easily order your products, view your favourites and share products, and your information will be filled in automatically. The process is simple. Navigate to the icon at the top right of the page and click on it. You will then see the following screen. Choose 'Create Account’ under the heading ‘New Customers’ and fill in all the requested fields.

Can I also create a second account?

Yes, you can do so under a different e-mail address.

I’ve forgotten my account password, what can I do?

If you’ve forgotten the password you used to create the account, you can easily recover it yourself. Click on the ‘Account’ icon at the top right-hand corner in the navigation bar. You will be taken to the screen where you can reset the password. Enter the e-mail address and click on ‘Forgotten password’. An e-mail will now be sent to the e-mail address that you provided. Click on the link to reset the password. Done!

Can I change my data?

Yes you can. To do this, you must be logged in with your account. Next, go to the ‘My Account’ section which can be found at the top right-hand corner in the navigation bar. Use the link ‘Manage addresses’ to change your company’s address. You can also make some other changes on this page.

How can I request a new password?

You can easily reset this yourself. Click on the ‘Account’ icon at the top right-hand corner in the navigation bar. You will be taken to the screen where you can reset the password. Enter the e-mail address and click on ‘Forgotten password’. An e-mail will now be sent to the e-mail address that you provided. Click on the link to create a new password. Done!

How can I sign up for the EKI newsletter?

You can do so in many ways, but the easiest way is through the newsletter banner found at the bottom of most pages. Simply enter your e-mail address to register. We will ensure that you receive only relevant information.

Delivery & payment
How does your standard delivery service work?

In the Netherlands and Belgium we use a standard carrier for larger shipments. For smaller shipments we use a parcel service. In the Netherlands, delivery is usually within one business day, and in Belgium within two business days. Unfortunately, sometimes it can take an extra day. In the event that the delivery is extremely urgent, we’ll be happy to consult with you to come up with a solution. For other countries in the European Union, we'll look into the situation depending on the country and the size of the order.

I have not received my shipment yet, what can I do?

It may happen that after clicking on the Track & Trace code, you get the following message: ‘No shipments were found for this combination’ (this refers to the combination of the code and the postcode where the order is to be delivered). This message may be caused by the fact that DPD has not yet processed the Track & Trace code. In that case, you can check the status of your order on the next business day. If the same message still appears three days after shipment and you have not yet received your order, please contact our customer team.

What are your shipping rates?

We generally offer free delivery for orders in the Netherlands starting from €400, and for orders in Belgium starting from €750, unless agreed otherwise (for example, for very large shipments). For other countries in the European Union, we set a custom shipping rate per country. EKI always tries to optimise the packaging to keep the shipping costs as low as possible. Due to the wide variety of products and sizes, it is unfortunately not possible to apply standard rates.

How are the materials packaged?

EKI packages as much as possible in cardboard boxes and sometimes in plastic film, with protective material where necessary. We choose the packaging to maximise the shelf life of our products. We send our shipments to wholesalers in neutral packaging, and to industrial customers and construction customers wherever possible under our own label.

I have received a damaged item, what can I do?

Please contact our customer team as soon as possible, within 48 hours, on telephone number +31(0)24-3773378 or by filling in the contact form.

Can I also order from EKI as a private individual?

Unfortunately, private individuals cannot order from EKI. We deliver only to companies, in the form of both large and small orders.

Can I change my order?

We typically have a delivery time of up to five working days. Therefore, if you want to change an order, please contact us as soon as possible with your request. If we have already shipped the order and you still want to add an item to the order, you can simply place a new order.

Can I cancel my order?

If you wish to cancel your order, please contact us with your request as soon as possible. If we have not yet started on the production of your order, it is usually possible. If production has already started or has been completed, then it is unfortunately no longer possible to cancel the order.

What can I do if I have a complaint?

Naturally, it can sometimes happen that an order is not delivered completely according to expectations, or an item is damaged or simply missing. The easiest way to let us know is by sending an e-mail to or by calling us on telephone number +31(0)24 3773378. Make sure to include the order number in your e-mail or have it to hand when you call us. We will then provide a quick and appropriate solution.




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