Frequent questions

PRICE
Buying direct from the factory means fewer middlemen; which translates into better prices, higher margins and more competitive RRPs. It also gives you greater knowledge of the market and more control over your collections.

WIDE RANGE
At Chöon we work with a wide catalog of products carefully selected at the factory. By not having to buy a product, our catalog has the sky as the limit.

OWN COLLECTIONS
Are you tired of your business looking like a multi-brand store? Do you want to give it your own personality? With Chöon you can. All your orders will be labeled with your brand. Because the protagonist of your business is you.

We are a B2B platform and we sell products and services to other companies; We have put special care into designing a platform that values ​​small SMEs and we work so that they have the same opportunities as the largest ones.

As?

• With us, you will buy directly from the factory.
• If you do not reach the minimum order, we will allow you to share a container. We created the Chöon community because for us, unity is strength!
• If you want it even easier, we have preconfigured container options; You will save time and it will help you when choosing products.
• With Chöon you will expand your network of contacts. If you don't find what you're looking for, we'll put you in touch with a client who can offer it.
• We join this time of change and open new paths for you with the help of new technologies; Together we will make our Market More Sustainable with orders of what we really need.

Yes. Once the container has been selected, you can make the relevant modifications in the shopping cart.

At Chöon we work with family factories in Asia that use traditional and artisanal techniques. All of our products are handmade, making each piece unique. In our orders there will never be two identical products, there will be a slight variation in shape and color, always having passed the relevant quality controls.

A container that is not complete can never become a confirmed order. So, if you can't get other companies to join your order, it will be cancelled. You can try your luck another time.

You can combine between 20 and 28 pallets, depending on the size of the selected products. The smaller the products, the more pallet there will be in your order.

Once you place the order on our platform, we work with the factory to review and confirm that everything is correct, within a maximum period of 48 hours. When everything is approved, we will send you a notification and you can download the proforma in your customer area along with the order details and delivery times.

No, you just have to accept our Terms and Conditions when you register on the platform.

• Automatically, it will arrive at the factory.
• In 72 hours, it will be validated by the same and they will confirm the estimated delivery date at origin.
• You will receive the invoice in your customer area.
• You have up to 7 days to make the 30% deposit payment so that the order management is confirmed.
• We will inform you of the status of your order throughout its production.
• Once production is coming to an end, you must pay the 70% pending payment. The merchandise will be packed, loaded into the container and taken to the port of origin.
• The container will make its trip to its destination through maritime transport. We will inform you of the approximate duration of the journey.
• Once at the port, land transportation will be processed depending on whether it is a single or group purchase.
• In any case, our work will end once the order is transported to your company.

Production chains vary greatly, depending on the product and materials. On each product sheet you can see the details of production times. If you are curious to discover the ins and outs of our factories, browse our news where we explain everything.

For Chöon, it is a crucial stage of the production process, guaranteeing its correct execution and ensuring that the design and functionality objectives previously set are met.

Our products pass four quality control blocks during factory production:

1. Raw material and molds: prior to use, it is checked that the material is in correct condition to be able to start production.
   
2. Design: when the products come out of the mold (if any) it is checked that there are no design flaws that could put their durability at risk.
   
3. Color: the temperatures in the ovens are not regular and stable, so the heat is not distributed equally in all corners of the ovens and the pigments do not react in the same way, making each pot unique. Here we only discard pots that are not well cooked and with notable marks; giving them a new life, nothing is thrown away.
   
4. Finishing: in fiber production there is control of the braiding so that the final result is perfect, always understanding the unique identity of a handmade artisan product. The work groups have a leader who controls the finishes.
   
5. Exit: before the products leave the factory they have a final random check to confirm that everything is correct before leaving for their destination.

Yeah. The label includes your logo in black and white, as well as a brief description of the product. To add your logo you must upload it to your personal area and we will send it to the manufacturer.

• The pots come packed in sets, which are stacked on pallets and separated by cartons, wrapped in protective plastic.
• The furniture and baskets go in cardboard boxes.
• The cement tables are packaged in “honeycomb” cartons and separately: on the one hand, the top and on the other, the base.

In single orders, a first payment of 30% of the total must be paid to start producing; The remaining 70% will be paid once the merchandise has been produced, before being shipped.

Shared container orders will be paid 100% in advance. In this way we avoid cancellations that affect the parties involved in the order.

Transport prices do not remain stable throughout the year, but vary depending on supply and demand. It does not seem fair to us to always charge the same amount when there are seasons when freight is cheaper, so we adjust prices on a quarterly basis.

The cheapest seasons to buy on our platform are:

• May – July, for shipments in October – December.
• October – December, for shipments in February – April.
  

Keep in mind that transportation times are around 45 – 55 days.

At Chöon we take care of the import of your orders, with DDP incoterm. Chöon, as the company importing the order, is registered with the EORI number as an economic operator belonging to a member state of the European Union.

The EORI number is used as identification in all customs procedures, and tells customs authorities what you are importing.

DDP (Delivered Duty Paid).

The seller assumes all expenses and risks from the moment the merchandise is packed until it reaches its final destination, including insurance if contracted. Regarding the reception and unloading of the merchandise, this point is the responsibility of the client.

Orders are made to factories in Asia, so transportation is by sea to the destination port with the last land mile by truck.

The containers are loaded at the factory, received by the logistics company at the port of origin and sent by ship to Europe.

Once customs clearance has been made at the destination, the merchandise is sent to the final address by truck. If this is a shared order, the merchandise will be deconsolidated at the destination port and shipped in smaller trucks; For single orders, the last mile will be done on a truck carrying the full container to the final destination.

Expenses at Origin (included in the price of the product):

- Origin expense package includes: THC, documents, export clearance and collection.

Destination Expenses (included in the product price):

- Arrival fee package includes: THC, documentation, ISPS, equipment control, logistics management.

More info

- Extended insurance: Each individual case will only be insured if a written request is made by the interested party.

- In the event that, due to exceptional circumstances, the ocean freight rate exceeds €9,000 for a 40HC container, the difference will be split 50/50 between Chöon and the customer. For example, if the container costs €14,000, the customer will pay €2,500 as an extreme shipping rate.

• Products that arrive in Spain will always be invoiced with VAT.
• Rest of Europe. Without VAT as long as they are registered as intra-community operators in their country. In this case, they have to provide us with the VAT number.
• Outside Community Europe, without VAT.

Orders have basic transportation insurance. Maritime transport coverage will be: ICC (C) which covers fire, explosion, transport accident, general average.

Additional insurance must be contracted separately.

Our estimated delivery times for shipments from Asia to Europe range from 45 to 55 days.

Chöon does not guarantee or undertake that the goods will arrive at the port/airport of discharge or destination point or be delivered on a specific date or time, since transportation is subject to possible delays and/or omissions of stops/transshipments or any other circumstances that may cause delays by the carriers involved in the process and that are completely beyond the control and responsibility of Chöon.

Although infrequent, border checks may also occur, which could affect delivery times.

At Chöon, we're committed to streamlining processes and keeping you up-to-date on everything that's happening with your orders.

Products imported into the EU or the UK are subject to customs review at the port of entry and may be subject to duties and taxes.

If this happens, the merchandise will be delayed for a few days. At Chöon we will take care of the management and we will inform you of the status of your order at all times.

We will deliver your order by road from the port to your company. With the arrival of transport, our commitment will end. The driver is responsible for the transportation, but not for the downloading of its contents.
You must check the good condition of the order with the carrier that delivers the requested Product.

So that there are no unforeseen events, you will have to take into account:

• The unloading location and whether it has the appropriate height for the pallets to be lowered from the truck.
• If you do not have a high unloading place, you will need to have a “lifting bull” available that will lower the pallets so that they are later located in the place you have designated for storage.
• Our work will end at the time of transport arrival at the destination. The risks involved in the unloading work will not be the responsibility of Chöon.

The following cases will be subject to assessment by Chöon Esmart Group SL:

• Breakage . In this case, the Customer must contact us immediately by email at hello@ch-oon.com (use "breakage" as the reference), indicating the order details and any discrepancies. Graphic documentation of the incident is required. A video recording or, failing that, photographs would be appreciated.
  
• Order Dissatisfaction . If the Customer believes that the product does not conform to the specifications upon delivery, they must contact us immediately by email at hello@ch-oon.com (refer to "Order Dissatisfaction"), indicating the incident or error in the product delivered.

In either case, we will assess the incident and notify you by email or phone whether a refund or replacement is appropriate.
If the incident is assessed positively, Chöon will immediately process the refund or replacement with the factory. If the requested product is not in stock at the time, a replacement product will be negotiated with the customer on a case-by-case basis.

In any case:
Claims for products that have been used or damaged after delivery will not be accepted.
Claims made after 7 days of proper delivery will not be accepted.
The rights recognized by current legislation are protected and will, in any case, be respected by both parties.

If you have any issues related to your order, billing , or bank transfer, please notify us by sending an email to hello@ch-oon.com . Please do so as soon as possible so we can take the necessary steps as quickly as possible.

To avoid delays or misunderstandings, we will remind you of the payment terms throughout the processing of your order. This will allow you to organize your finances.

We remind you that if payments do not arrive within the required period, the logistics company would not load the products at the port of origin and would make their arrival at the destination impossible.

Once you validate your order, it will arrive directly at the factory and within 72 hours, it will be registered by the factory and they will confirm the estimated delivery date at origin.

You will have up to 7 days to cancel the order and always before paying the 30% deposit.

After these 7 days and once the 30% deposit has been paid, it will not be possible to cancel the order and return the payment. As you already know, production in the original factory is personalized, just for you.

At Chöon, we welcome your suggestions, comments, and complaints; they will help us improve.

We will receive via email:

• Your comments and suggestions, as well as complaints, can be sent to hello@ch-oon.com .

Complaints and claims will be recorded with an identification code for better follow-up.

In addition, we have official complaint forms available to consumers and users. You can request them by emailing us at hello@ch-oon.com .

A physical store, an independent e-store or a permanent point of sale with a whole range of products; It buys at wholesale price and resells the products at retail price, and retailing is its main business.

• Chöon does not sell to end customers, only to registered companies.
  
• Once you register on our platform, you may be asked for additional information to verify your business. (Verification may take up to 24 hours.)
  
• Until you are registered, you will not be able to access factory direct prices or place orders.
  
• Chöon reserves the right to reject any client who does not meet our criteria.