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EVO Design Customer Manual (Q\&A) – Consolidated Update

This guide addresses the most frequent questions and common issues experienced.

Section 1: Order Fulfillment & Missing/Faulty Parts

Question Answer
I have received my order, but I believe some parts are missing (e.g., hinges, catches, table hardware, a decor panel, or a shower tray). Please check all boxes thoroughly. If parts are confirmed missing (e.g., table hardware, decor panels, shower trays, small aluminium pieces, **hinge plates, or locker handles/catches**), contact us immediately. We will arrange to have the missing items recut and sent out to you ASAP. We are happy to send the items separately if a delayed item, such as a shower tray, is holding up your build.
I have an issue with a door panel that appears to be incorrectly sized or cut (e.g., over-table locker doors). This can occasionally occur during the edge-banding process. We apologise for the error and inconvenience. Please send us photos of the mismatched doors. We will recut the corrected part(s) and send them out to you ASAP.
I am missing parts for a third-party appliance or kit (e.g., Truma Combi D 6, or a drawer runner pack). If it is an EVO Design component (like a drawer runner pack or Quarter round edge trim), we will send the missing items to you immediately. If the missing parts are for a third-party kit (e.g., Truma), the missing parts may not be supplied in the kit that Evo supplied to you. You can order these parts from the manufacturer’s specified agents (e.g., ET Riddiough, Grove Products, Miriad Products, or Nova Leisure). We can also try to assist by contacting our wholesaler.
I believe my hexagonal hatch lids are cut upside down. The way the HEX material is cut means that the hatch lids are manufactured this way around. This is correct, as the lids are designed to be covered by cushions or upholstery, so the hexagon pattern will not be visible.
What are those white round panel locking components called? (The ones that pull the side panels in). The proper name for these components is **Rafix connectors** (or sometimes referred to as Cabineo fittings). We can send you replacements if needed.

Section 2: Assembly and Product Specifications

Question Answer
Do you offer bespoke or custom-fitted furniture? We primarily offer our **set flat-pack designs** as seen on our website and do not take on bespoke full units. However, we can accommodate minor changes or additions (e.g., extended continuous worktops, removing a pull-out shelf). Our units are supplied **square-backed** as standard, allowing you to scribe the products to fit your specific van profile on site.
I am having major fitting issues (e.g., overhead locker jamming, kitchen end panels not fitting van contours).

Most fitting issues are resolved by checking specific details:

  • **Check Van Type:** Ensure your unit is cut for the correct drivetrain (e.g., FWD vs RWD/4×4), as this affects floor and body contours. If incorrect, we will recut the panels.
  • **Check Trim:** Ensure the knock-on T-trim is seated fully in its groove (glue may be needed) and is not bulging, as this causes doors to jam. Check that any plastic vehicle trim around seatbelts or cables is cut away or slackened if it conflicts with the unit.
  • **Assembly:** Units often need to be pushed upwards while tightening bolts to fit “snug” against the roof. If the roof beam or cross bar in your van is not square, we may provide a new design (e.g., no pre-drilled bolt holes) so you can mount the panel to the roof beams.
My aluminium profile (e.g., for a spice rack) appears too long. We apologise for the error. The aluminium should be the same height as the spice rack panel as shown in the instructions. You may be able to cut this down to the correct size with a hacksaw after using masking tape to mark the correct height. If this goes wrong, please let us know, and we can send out another set of aluminium profiles.
I am having trouble with the main unit assembly, particularly the base. The piece shown in the instructions that appears to be a “base” is actually the worktop. Our units are initially assembled upside down, with the worktop serving as the starting base during assembly.
I’d like to purchase an offcut of material, or a full/half sheet. We can provide materials for custom additions. The smallest size we can provide for 18mm HEX is 1100mm x 1200mm for £125. We sell full sheets (approx. 2.4m x 1.2m) of ply material (collection only) or half sheets. We generally cannot supply material ready cut to size outside of a unit order.

Section 3: Delivery and Collection

Question Answer
**What is the lead time for my order?** Our lead times vary, but typically:
  • **Small Van Orders:** Approximately 6 weeks.
  • **Large Van Orders:** Approximately 5 to 8 weeks.
We can sometimes push a specific critical item forward for a separate delivery, but this will likely incur an additional delivery charge.
**Do you offer to build or install the furniture kits?** **No**, we only provide the flat-pack furniture kits. We do not offer build or installation services. However, you can find a list of our **recognised converters** on our website who can install the kits for you.
**Will I be contacted before my order arrives?** **Yes**. For pallet deliveries, our courier will call or text you beforehand to arrange delivery. **They will not deliver unless they are able to confirm with you first**, so please keep your phone handy.
**When can I collect my order?** Orders that are **Ready for Collection** can be picked up from our address at: **EVO DESIGN, 6 Westminster Road, Wareham, Dorset, BH20 4SP**.
**What are your collection hours?** Our collection hours are:
  • **Monday to Friday:** 9am – 5pm
  • **Saturday:** 10am – 11am (by appointment only)

Section 4: International Orders & Trade Accounts

Question Answer
**I am an EU business and want to set up a trade account.** We are pleased to continue serving businesses within the EU that possess a **valid VAT and EORI number**. Once approved, the trade code is **`tradekit`** (all one word, lowercase). This will give you **11.25% off** the price of the wooden furniture (not appliances).
**What are the minimum order requirements for EU businesses?** You must order a **minimum of 5 units or more of the same design** (VW T5 or T6 units only). Unfortunately, we are unable to send any Sprinter or Crafter units due to the size of the panels and the potential issues related to damage, replacement, or missing parts.
**What are some tips for trade orders/delivery?**
  • Creating an account on our website stores your trade details and allows you to track orders.
  • We can often fit **3 kitchen units onto one pallet delivery**, which can save significantly on the delivery price.
**I am an individual customer outside of the UK. Can I place an order?** We regret to inform you that, due to the complications and extensive additional paperwork caused by Brexit, **we no longer offer shipping services to individuals outside the UK**. We have made the difficult decision to limit our shipping services to the UK only to prioritize the smooth operation of our services.

If your question is not covered in this manual, please contact us with your order number, and we will be happy to assist you.

EVO Design

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