Service and Delivery Standards
For Stepan Europe FR and Stepan UK
Innovative Chemical Solutions for a Cleaner, Healthier, More Energy Efficient World
Welcome!
Stepan appreciates your business and strives to meet your
service expectations the first time, every time. This guide
provides our service and delivery standards. Your
Customer Service Representative (CSR) will assist you with
all phases of order fulfillment.
Getting Started
•Contact Information and Business Hours
•Price Inquiries
•Authorized Stepan Distributors
Order Guidelines
•Order Placement
•Lead Time
•Order Volume
•Expedited Order
•Customer Pick Up
•Change/Cancellations
Additional Things to Know
Our Contact Information
Customer Service –Stepan Europe FR and Stepan UK
Stepan Europe
Customer Service & Order Placement
Phone: +33 (0) 476-50-51-00
Fax: +33 (0) 476-50-51-10
Email: frcustomerservice@stepaneurope.com
Hours: 8:00 AM to 5:00 PM
Stepan UK Ltd
Customer Service & Order Placement
Phone: +44 (0) 161-338-90-72 (Customer Service)
Fax: +44 (0) 161-303-29-91
Email: ukcustomerservice@stepaneurope.com
Hours: 8:00 AM to 5:00 PM
Authorized Distributors: Please visit our website at www.stepan.com
or contact the Sales Department sales@stepaneurope.com for a complete list of
Authorized Distributors.
Price Inquiries:
Pricing requests are processed by the Europe Sales Team. It is
requested that all inquires are submitted via e-mail to sales@stepaneurope.com
Order Guidelines
Order Placement
Please refer to Customer Service Contact information.
Lead Time for Shipments
Please consider our standard order lead times as noted below for your forecasted
demand. Lead time is defined as the time between order receipt and shipment,
excluding Saturdays, Sundays and holidays. When placing your order, be sure to allow
for transit time in addition to the necessary lead time. Additional lead time may be
required during holidays.
Made-to-Order Products
Please contact your Europe CSR for product specific lead times.
Made-to-Stock Products
Road Shipment -Bulk & Packaged
•Approximately 3 business days prior to shipment.
Maritime Shipments- Isotank & 20’ Container
•Approximately 1 full week prior to shipment.
Standard Order Volumes
• Single isotank or bulk: Standard 23 to 28 tons.
•Full container loads, twenty (20) foot container double stacked eighty (80)
drums or eighteen (18) totes.*
*Consult your CSR for a mixed container.
Expedited Orders
Orders placed with less than standard lead times may be fulfilled based on the
availability of material and transportation and are at Stepan’s full discretion.
Customer Pick-up
Please inform your CSR at the time of order placement if you choose to select
your own carrier. Your CSR will provide you with a pick-up number. Your
carrier must present this number to plant or warehouse personnel upon
arrival and book in upfront. Standard lead times and Stepan’s transportation
guidelines apply.
Order Changes /Cancellations
Order changes and cancellations must be coordinated with your CSR and agreed
upon prior to shipment.
Made-to-Order Products
•Approval is required for any change
request.
•Contact your CSR for applicable
timelines
*exceptions may apply
Made-to Stock Products
•Bulk orders require at least forty
eight (48) hours notice prior to
shipment.
Delivery Documents
The following documents will be prepared for your shipments.
Please contact your CSR regarding export documentation.
•Certificate of Analysis
•Packing list
Invoices and Payments
Stepan will send your commercial invoice with other documents via normal post.
Stepan Europe FR Accounts Receivable
Email: compta@stepaneurope.com
Stepan UK LTD Account Receivable
Email: iain.davies @stepaneurope.com
Stepan’s standard methods of payment is by wire transfer.
Returned Material
Stepan Company recognizes that on occasion, you may need to return
previously purchased stocked material. Stepan will accept for return those
materials that do not meet agreed upon requirements.
Return fees may apply for customer requested returns.
•Your CSR will facilitate the return process.
•Your return must be pre-approved.
Additional Information
Quality Management and Issue Resolution
Stepan Europe is ISO 9001:2008 certified.
Your satisfaction with the products and services you receive from Stepan and our
affiliates is important to us. Please contact your CSR with any questions or
concerns.
European Technical Service and Sampling Service
Technical Service processes Commercial Sample Requests (through sampling
department) including standard stocked items, multiple-lot and made-to-order for
both domestic and international shipments.
Technical Service Contact Information
Email: tech.service@stepaneurope.com
Stepan website: www.stepan.com
Hours: 8:00 AM to 5:00 PM
Technical Service Representative will assist with alternative product cross-reference,
Stepan technical literature like Safety Data Sheets, product bulletins, product
specifications, product formularies, Certificates of Analysis, marketing brochures or
selector guides, ISO certification documents, specific technical and regulatory
certificates, customer qualifications surveys or questionnaires, support for regulatory
requests (CLP, REACH, cosmetic, food contact ) and Ecolabel information. Please note
that according to information and products mentioned on Stepan website, Technical
Service Representative will help to check and confirm their suitability for Europe or if
any potential restrictions.
This document is a high level summary and is not intended to be legally binding. n the event of a conflict between your contract
with Stepan Company or the General Terms and Conditions, those terms will take precedence over the contents of the document.
We may update parts of this brochure from time to time. If we do, we may send you a new booklet and./or will publish the new
version on our website at: www.stepan.com.. Stepan S ® and Stepan ® are registered trademarks of Stepan Company. ©2012.
Stepan Company. All rights reserved.