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Frequently asked questions about:
Delivery
Order processing
Price / Costs
Payment
Dispatch / Receipt of goods / Collection / Exchange
General
Delivery
What are your shipping costs?
All prices printed in the catalogue are quoted net ex works from Landsberg excluding delivery and assembly. We are happy to arrange delivery via a shipping company for a shipping and handling fee. The shipping costs are calculated according to the net worth of the goods and the shipping destination and will be displayed when you enter the postcode of the delivery address. This fee covers transport costs, insurance and the appropriate transport packaging.
What are your delivery times?
The general delivery time for stock goods is approx. 5 working days within Germany and approx. 6 working days to Austria and Switzerland. Delivery to other European countries takes approx. 7 working days. Customised goods have a longer delivery time to take into account the relevant production time. If the general delivery times are too long for your requirements please contact our sales team and enquire about our express delivery service.
At what point do you ship free of charge?
The use of a shipping company always incurs shipping costs. You are very welcome to collect your products in person from our headquarters or by prior arrangement from one of our branch offices, thereby saving on shipping costs. If you choose to commission a shipping company to collect your goods from us we will charge 3% of the net worth of the goods to cover the appropriate transport packaging costs.
What are your packaging costs?
All items are protected by a free warehouse packaging service. As this is insufficient for professional freight transport we calculate 3% of the net worth of the goods for transport packaging costs.
If the delivery is made by one of our own commissioned carriers the transport packaging costs are already included in our shipping cost rates.Are available items delivered sooner?
In general your order will be delivered all together. However, you can ask for your order to be delivered in part deliveries. This will incur additional shipping costs. We would be happy to provide you with a non-binding quotation.
Order processing
Can I request a quotation in advance for the goods I am interested in?
We are happy to provide you with a free and non-binding quotation. This will give you information about the products, availability and prices as well as payment and delivery terms and conditions. A quotation does not equate to a goods reservation.
How long does it take for me to receive a quotation or an order confirmation?
We will process your enquiry as quickly as possible. If you have not heard from us within 24 hours please contact us again. It could be that your enquiry or our response failed to arrive.
How do I place an order?
You can order our products by e-mail, fax or letter or directly from the online shop. We are also happy to take your order over the phone. Our Order Hotline is open Monday to Friday from 8am to 6pm on 01803 - 694646. Please try to avoid duplicate orders (e.g. first by fax and then by post).
Will I be sent an invoice?
The invoice is sent automatically by post once the order has been dispatched from the warehouse. You will need this invoice for tax purposes.
Why have I been sent an invoice when I have already paid for my order?
The original invoice is sent by post when the goods have been dispatched from the warehouse. The invoice may therefore arrive before the goods are delivered. Since you have already paid for the goods at the order confirmation stage (pro forma invoice) you do not have to take any further action. Please check for the "Paid" stamp on the final page of the invoice.
Can I also order samples?
You are welcome to order samples of many of our products to look at before ordering. Within the European Single Market we send sample items carriage forward. All samples that are still in mint condition, not assembled and in their original packing can be returned to us within 4 weeks in return for a credit note. You will have to pay the shipping costs of returning the items.
Prices / Costs
Are the prices quoted in the catalogue/internet net or gross?
GO IN is a wholesale company. Our prices are quoted net ex works from Landsberg am Lech, with no transport or assembly costs included.
Can I get a discount on the prices printed in the catalogue/internet?
Prices?
Since GO IN does not operate the usual gross/net price list, additional discounts are only possible on higher order volumes. Our sales team will be happy to provide you with an individual quotation.
Do you offer special terms and conditions for distributors or wholesale customers?
We can offer special conditions over a certain annual turnover. Please contact our KEY ACCOUNT sales team (keyaccount@goin.de) for more details. For distributors we also offer neutral sales information and individualised product fact sheets.
Why do I pay more as a private customer?
GO IN is a wholesale company and only sells on a B2B basis (registered companies or self-employed professionals). The product prices are calculated on large order quantities. As a private customer you can order GO IN furniture via the Private Customer section of our Online Shop with the relevant terms and conditions.
Has the 2% interest rebate already been deducted?
The total price shown on the order confirmation includes all additional costs. The 2% interest rebate on prepayments will need to be deducted from the gross amount.
Payment
What payment options do I have?
In order to save administration costs we work on a prepayment system. Prompt money transfer is the quickest and easiest payment method, for which we offer a 2% interest rebate. Please deduct this amount from the gross price.
You can also authorise us to deduct the payment amount from your credit card. We are happy to send you the relevant authorisation form. In the case of credit card payments we cannot offer you any discount due to the high fees involved.
When collecting stock goods yourself you have the choice of paying by cash, EC card with PIN number or credit card.
What happens if I miss a payment deadline?
You are welcome to send us notice of payment (stamped transfer receipt from the bank or confirmation of online transfer) by fax or e-mail. Please note that in the case of late payment we will have to recalculate the delivery date due to our production capacity. This will not affect the interest rebate or goods reservation.
Can I pay on delivery?
We only offer payment on delivery for samples delivered within Germany or Austria. For orders up to €10,000 you can also pay the carrier, although this requires advance payment of the doubled shipping costs. In the case of production goods and special orders we require prepayment before delivery. Since shipping companies charge for the payment on delivery service we are unfortunately unable to offer any discount (normally 2% interest rebate).
Is it possible to arrange for delivery on account?
The usual payment method is prepayment with 2% interest rebate. If you would prefer to arrange delivery on account we are happy to look at your situation. Please contact our sales team for more information. You can apply to set up an account. The application form will be sent to "Dun & Bradstreet", who will run a credit check. If this is positive we will set up an account for you. Please understand that due to the costs involved we will be unable to pay you the 2% interest rebate.
Dispatch / Receipt of goods / Collection / Exchange
Can I collect the goods myself?
Orders can be collected by arrangement from our headquarters in Landsberg am Lech or from one of our branch offices.
Can I also collect the goods from another branch?
If one of our branch offices is easier for you to reach than our headquarters you can also arrange to collect your order there free of charge. Please note that we have no warehouse facilities in our branch offices. Your goods will be sent to the branch office as per your order. Our branch offices receive deliveries every week or every fortnight. Please plan sufficiently far in advance! Our sales team will be happy to advise you of the earliest possible collection date for your order. Please understand that we will have to charge you handling costs for any goods that are not collected.
What do I have to remember when receiving goods?
When your goods are delivered always check the packaging for transport damage. Also check that the shipment is complete and make sure that any damages or missing items are noted by the carrier on the shipping documents.
You should then contact our service department straight away.
What do I do if the wrong quantity has been delivered or an item is missing?
Please always unpack the goods completely. Look out for false bases: items that initially appear to be missing often turn out to be there after all. If any items are definitely missing please inform us in writing by e-mail or fax, giving details of the missing or damaged items.
(service@goin.de). If you are able to send a photograph of the damage we will usually be able to process your claim more quickly. We will arrange delivery of any missing items as soon as possible.
Can I return the goods if I do not like them?
You can return standard products to us within 10 days provided they are unused and still in their original packing. You will be required to cover the shipping costs. Items that were specially made to order for you cannot always be exchanged in full, if at all. Special orders cannot be returned. Please agree all returns in advance with our service department.
General
Where can I view GO IN products?
You can view our furniture in our showrooms in Landsberg am Lech, Berlin, Paris, Vienna and London or at around 50 trade fairs. You will find our trade fair calender here (Link to Trade Fair Calendar).
How do I order a catalogue?
You can order our wholesale catalogue here or send us an e-mail or fax with your full address. You can normally expect to receive the catalogue within a week. We do not have a catalogue for private customers. If you would like to place an order as a private customer please visit the Private Customer section of our online shop for more information.
Can I also order samples?
You are welcome to order our furniture on approval free of postage and packaging charges. The only exceptions to this are custom-built products and some specific items (e.g. bench systems, bar elements). The samples can be sent back to us free of charge within four weeks and we will issue you with a credit note.
You will have to cover the return shipping costs.
Do you also sell abroad?
Naturally you can order our products around the world. Our Export Team will be happy to provide you with more detailed information (exportgoinde).
Can you plan my space?
Almost all our products are available to you as3D design objects. You can request this service from us or download it from the internet as a registered user. If you do not have your own design software we are happy to provide you with a room planning service for a fee.
Find out more here (Link to 3D Room Design)
Do I get a video for the 3D Room Design?
The standard version of the 3D Room Design programme does not have videos. You will receive a floor plan showing the optimal number of seats and 1 - 3 colour pictures or JPEG images for each room viewed from different angles. If you have any further questions please call us or send us an email.
Does GO IN have sales representatives who can visit me and give me advice?
Our sales structure does not operate on the basis of nationwide sales representatives. We are happy to offer advice over the phone or in person in our showrooms and at over 50 trade fairs. If you have a large project in mind please contact our KEY ACCOUNT Sales Team (keyaccount@goin.de).
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