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FAQ

1. Is there a minimum order value or a minimum order quantity for orders at the webshop?
No, all products can be already ordered from one piece on and without any minimum order value.

2. How much is shipping for webshop orders and do you also deliver abroad?
Of course, the shipping cost depends on the product type, the order quantity and the delivery address. For shipping within Germany, we charge 5,90 € all in. Shipping abroad will be also possible, freight costs are upon request.

3. When my webshop order will be delivered?
In our webshop you'll only receive goods which are stocked and deliverable at once.
After receipt of your payment your order will be shipped asap with GLS and will be delivered within approx. 2-4 working days. We'd be pleased to provide you the tracking number of GLS in order to check where your order is currently located.

4. Which payment methods are available for orders at the webshop?
You'll have 4 options to pay your order: payment by Paypal, by credit card (Visa, Mastercard), Amazon Pay or per bank transfer to one of the following bank accounts:
Landesbank Baden-Württemberg
SWIFT (BIC): SOLA DE ST 600
IBAN: DE68 6005 0101 7421 5003 57

Sparkasse Heidelberg
SWIFT (BIC): SOLA DE S1HDB
IBAN: DE37 6725 0020 0007 0071 08

A purchase on account is unfortunately not possible for orders placed at the webshop.

5. Can I return ordered goods at the webshop in case of dissatisfaction?
In case you should not be satisfied with your delivered order, you have the possibility to return the goods. For an order value until 40€ you should have to bear the shipping costs for the return. For all orders above 40€ KM will be bearing the incurred shipping costs. The already paid amount of your order will be refunded asap.

6. What is the minimum order quantity for individually printed advertising articles?
It depends from the desired product. Our advertising matches and paper bags are already available from 500 pcs on with your individual printing. Lighters can be ordered from 1.000 pcs on with printing and gift ribbons from 500 meters on.

7. How can I send you my printing file or logo?
You can send us your print files either by mail (max. size 36 MB) or by so-called file hosting provider like WeTransfer or Dropbox. Otherwise you'll have the possibility to send us your files through our internal FTP server. We'd be pleased to provide you the login details upon request.

8. In which form you'll require the print files?
You can send us your print files in ai, eps, pdf or tiff format. The files must be vectorized (viz. letters/writings converted into paths/curves) & should possess at least 300 dpi (line drawings 800 dpi) and with a bleeding line to all sides of approx. 2 mm. MS Office files such as Word, Excel, Access or Power Point cannot be used! The print files can be in Pantone, HKS or Euroscale (CMYK). We'd be pleased to send you our detailed guidelines for the data transfer as well as our templates for our different products.

9. How can I order individual printed advertising articles?
You can send us your order written by mail, by fax or by post:
Mail: info@kmmatch.com (or your direct contact person at KM)
Fax: +49 (0) 6226 92 02 99
KM Zündholz International
Karl Müller GmbH
Bemannsbruch 16–18
DE-74909 Meckesheim, Germany

10. I urgently need for an event individual printed advertising articles. Would be an Express delivery possible?
Yes, this is possible without any problem! Against a surcharge we can deliver your order by Express shipment. Freight costs for this option are upon request. Particularly the matchboxes article no. 9610, 9613, 9615, 9518 & 9603 can be delivered within approx. 2,5 weeks after all approvals.

11. How is the detailed order procedure for individually printed advertising articles?
No matter if you wish to order advertising matches, lighters, paper bags or ribbons with an individual printing, the procedure will be always the same. After receipt of your order you'll receive a pro-forma invoice for the pre-payment (if applicable). After receipt of payment you'll receive by mail a pdf proof for good to print. After your approval on this proof we will be sending you our order confirmation with the approximate delivery date. When your order is ready for dispatch, you will receive our final invoice and on demand you'll receive the parcel numbers of GLS in order to track your shipment.

12. How can I receive catalogues and samples?
All our catalogues (retail or advertising catalogues) can be easily downloaded from our homepage (also available in neutral form without KM logo), see also the rider Downloads on the welcome page. By post we are also able to send you catalogues & samples free of charge. Those can be requested by mail, by phone or by our contact form on our website.

13. Where can I request the latest price lists?
Our latest price lists (reseller or end consumer prices) can be requested by mail, by phone or by fax. We will send you then our price lists for the various products asap.
Mail: info@kmmatch.com
Tel: +49 (0) 6226 92 02 0
Fax: +49 (0) 6226 92 02 99

14. Can I receive a pre-production sample before mass production starts?
Of course, this will be possible against a surcharge. We'd be pleased to inform you about the pre-production sample cost depending on the article & amount of print colours. Mass production will be then only started after your final approval on sent pre-production sample.

15. Are you also able to produce customized products?
Yes, we are able to produce special sizes, special die-cuts & other special options (i.e. special cardboard) according to your individual product brief. For most of our articles already from 500 pcs on. Please send us your detailed request in order to submit you a price offer asap!

16. Are there material safety data sheets (MSDS) available for matches, lighters & fire starters?
Yes, KM has for each product group (matches, lighters, fire starters) material safety data sheets available with useful information about handling, storage, transport etc.
The MSDS exist in various languages. Please don't hesitate to contact us in case you may need them.

17. Are matches, lighters & fire starters are classified as dangerous goods during shipping?
Lighters are considered as dangerous goods for transportation by road or by sea, there is no release for the shipping. Thus, a single filled lighter counts already as dangerous goods!
For matches one can apply the so-called limited quantity rule according to chapter 3.4 ADR/IMDG (limited quantity, LQ). Hence, matches are not classified as dangerous goods for shipping by road or by sea, provided that the gross weight of one dispatch carton does not represent more than 30kg. For fire starters (no matter if solid or liquid) one can apply the same rule as for matches. Ergo, no special dangerous goods equipment is needed for the transport according to ADR legislation. For air freight shipments there are more strict rules available according to IATA, here each product is considered as dangerous goods. Special air freight cartons and packaging units are necessary.

18. Is there a best-before date for matches?
No, there is no best-before date for matchboxes, provided that they are stored in a proper way. Please pay special attention to a cool & dray storage and that the matchboxes are well closed. Protect the matches from heat and direct sunlight.

19. Can I store my ordered goods at your warehouse until I finally need them?
Yes, please feel free to store your ordered goods completely at our warehouse and call-off partial quantities as required. Please don't hesitate to contact us in case you may need a storage.

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