Ordering and payment
Place your items in the cart and select Send order request. No payment is taken when you submit the request. We will contact you by email to confirm availability, production time, delivery and the final total.
After confirming the details, we will send a payment link or other agreed payment instructions. Please wait for our confirmation before paying.
Delivery charges and timing
Delivery is charged in USD using the same rates for all destination countries. For several instruments, the highest individual delivery rate is charged in full, plus 50% of each additional item’s delivery rate. Online lessons do not require shipping.
See Shipping and payment for current tariffs, examples and production and delivery times.
Cancellation before dispatch
Orders for ready-made, non-Custom instruments that were in stock when we confirmed your order may be cancelled before dispatch. If your instrument has already been dispatched, please follow the return procedure below.
Custom / made-to-order instruments
A Custom designation identifies an instrument made to your agreed individual specifications. We confirm these specifications and the applicable conditions with you before payment.
Custom orders are not covered by our voluntary change-of-mind cancellation and return policy. The Custom designation does not remove any mandatory rights you have under applicable consumer law, including any applicable right of withdrawal or rights relating to damaged, faulty or non-conforming goods.
Returns after dispatch
For ready-made, non-Custom instruments supplied from stock, we accept change-of-mind return requests within 14 days of delivery. Please contact us before sending an instrument back so that we can provide the return address and instructions.
Please package the instrument securely and return it in good condition. For a change-of-mind return, you cover the direct cost of return shipping. Where permitted by applicable law, you also cover any necessary, documented and non-recoverable customs charges incurred in returning the instrument to us. We will explain any such charges before you arrange the return.
Refunds are handled in accordance with applicable consumer law, including any required reimbursement of the original standard delivery charge. These change-of-mind return costs do not limit your rights to a free remedy for damaged, faulty or non-conforming goods where required by law.
Damage in transit
If an instrument arrives damaged, please contact us with your order details and, where possible, photographs of the damage and packaging. We will send the necessary replacement parts free of charge, including shipping.
If replacement parts cannot provide an appropriate remedy, we will arrange another solution in accordance with your applicable consumer rights. Free replacement parts are not your only remedy where the law provides other rights.
Lost shipments
If your delivery is unusually delayed, please contact us so that we can check the tracking and investigate with the carrier. If the shipment is lost, you can choose a replacement or a refund.
Our lost-shipment and damage terms apply to both ready-made and Custom instruments.
Undelivered parcels
If a parcel is returned to us because it could not be delivered, please contact us to arrange redelivery or discuss a refund. Any further shipping charges will be explained before we arrange them, subject to your mandatory consumer rights.
Customs and import charges
Please check the customs duties and import taxes applicable in your country before purchasing. For return shipping and related customs charges, please see the return conditions above.
