Payment, Shipping & Delivery
- Direct bank transfer
- Paypal
- Last name
- Credit cards (Visa, Mastercard, American Express)
- Google Pay
- Apple Pay
- UnionPay
- ShopPay
We only ship with DHL and Deutsche Post. All packages are trackable. Even if we send the packages insured for our own protection, this is completely irrelevant - because as a customer, we are not liable for any shipping damage, not you.
If the goods are professionally packaged, shipping a musical instrument is no problem. We have never had a single damage to an instrument we have packaged.
We have been shipping worldwide for many years. Shipping to so-called third countries outside the EU is also no problem. If you encounter any problems, please let us know.
We ship everything for free within Germany. Any additional services such as cash on delivery or preferred delivery day may incur additional costs.
EU shipping depends on the weight and value of the goods.
Unless otherwise stated in the item description, shipping within Germany usually takes 1-3 working days. Within the EU, expect 3-7 days. Worldwide shipping usually takes 5-30 days.
If your order does not exceed the dimensions, this is not a problem.
This is not a problem with small parts, but it often becomes problematic with instruments.
You can of course have the instrument delivered to work, friends or family if that helps. Instructions such as "Behind the garage" are also no problem.
As soon as your shipment has been sent, you will automatically be informed of your tracking number. You can then check where it is at any time.
You have a 30-day right of return for all ordered items (excluding hygiene products and opened consumables such as fats, oils and papers) from receipt of the goods. In this case, please just let us know. We will then send you a free return slip and, if necessary, packaging instructions.
In general, we are always liable for your shipment until it has reached you. All of our shipments are trackable. It is very rare for a shipment not to arrive. And even then, it is usually found again with an investigation. In the unlikely event that your goods do not arrive, you will of course receive a full refund. You can also cancel the purchase at any time, even during an investigation.
Order
As long as the package is not on its way yet, this is not a problem. You can call us, write us an email or use the contact form. If the shipment is already on its way, you can cancel any order (even in parts) or reorder parts.
Yes, that is not a problem. Please contact us.
Only consumables and hygiene items are excluded from exchange.
Yes, of course. You can get such a voucher digitally, by post or in the store.
This can be done on the website during payment processing or in person in the store.
Returns & Refunds
That's easy:
- Fill out our return form within 30 days
- You will then receive a return label.
- Pack your order carefully and hand it over to the DHL deliverer or at a branch.
- As soon as we receive your return, we will briefly check the shipment. You will then receive your refund.
As soon as we receive your return, we will check the goods in the workshop. This will take a maximum of 3 days. We will then send the refund using the method you used to pay us.
Returns are free within Germany. If you are returning items from abroad, the customer will be responsible for the costs.
Discounts for educational institutions and clubs
We can usually offer discounts for schools, kindergartens, colleges and universities, especially on new goods. Please enquire individually.
This is also possible in some cases. Please inquire individually.