En vacances du 5 au 15 juillet ! Nous restons joignables par mail et les commandes sont toujours ouvertes, mais ne seront traitées qu'à notre retour. Bonnes vacances a tous!

Internationnal Shippings and general info

SHIPPING- GLOBAL INFO
Global shipping available! 
We provide 4 shipping options:

  •  Colissimo 7-12 days with tracking, insurred, world wide destination
  • Delivengo 10-15 days with tracking , non insurred and up to 2kg parcels, counties outside of European Union
  • Letter (small items) ,  with tracking , worldwide destinations
  • Mondial relay , with tracking , for some countries through european union

-Kalimbas and jewelry are generally sent fast as we work on stock (2 to 5 open days)
-Harpikas can be sent up to 7 working days as they are made on demand and the strings need a couple of days to set up. If your order is urgent , please contact us beforehand so we can check if we have some ready to ship. 

In case of absence
We communicate about our absences  in the banner at the top of the website. If we are not available, your parcel will be shipped when we come back, in addition to the days needed to prepare the  products as stipulated above.
When it is on the way you will receive a confirmation & tracking e-mail, please check your spam box.

GROUP 

ORDER CANCELATION
Cancelation with full refund is possible until shipment. Once shipped, it's too late! 
If you need to cancel an order, please send us an e-mail  as soon as possible stating your order ID and order number.

RETURNS, EXCHANGES, REFUNDS and REPLACEMENTS

  1. Customers outside of UE
    In any case of reclamations, customers must reach us in 7 calendar days  after receiving the parcel.

    -full refunds without returns     / replacements are only possible if the parcel is lost or if the product has a non fixable defect making it impossible to play with. If the parcel arrives in a poor state we suggest to send us a photo of the box and of the damage on the instrument , so that we can know the extend of the issue and do the necessary with insurrance companies. 

    -Replacements are sent at no cost to customers (except possible taxes)
    In case of partial damage during transportation ( such as a broken key or string ) please reach us , we will send you a replacement part at no cost (except possible custom taxes) and explain you how to adress it.

    -Returns: returns are possible , but are at customer's charge.
    Send us a mail , follow the procedure, and we will refund you once the parcel arrives at the workshop. Please note that the product must arrive in the the original state it was received in, with its protective parts, and no trace of use. Please note that customers are responsible of any risks of damage and loss during return. If the parcel arrives back at the workshop damaged ,or if lost , we will reach you to find an agreement.
    Refunds on returns are made on the platform customer used to place payment , and only cover the actual product's price ( not the shipping )

    -Exchanges are currently not possible due to high shipping rates and custom taxes, except if the customer received a product he/she did not order. in this case it is also possible to ask for a compensation rather than returning the parcel.

    NOTE: We ship the musical instruments perfectly tuned and set up, but sometimes transportation and weather can affect it. Tuning loss and sound particularities ( such as buzzing among others) are fixable and thus are NOT a replacement/full refund valid cause. To adress those particularities, you can check our tutorials HERE . If you still struggle, or if you don't find the info, and even if you have questions years after receiving your order, don't hesitate contacting us by e-mail, we will gladly help :)


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  2. EU customers
    European customers have  14 calendar days after receiving the parcel to contact us for returns or damages.

    Full refunds without return , only in case of very damaged products after transportation or lost parcels. In this case please send us a picture of the parcel's state and the product's damages
    Returns Send us an email and we will guide you through the return procedures. Returns are at the customer's charge , once the parcel arrives back to the workshop , we proceed with the order's full refund. The product must arrive to the workshop in the original state it was received in, with its protective parts and no trace of use.

    Replacements happen when a product is damaged to the point it is not usable anymore. Replacements are sent at no cost to customers ( except possible taxes)
    In any case please contact us and add joined pictures or videos so we can know the extend of the issue.
    In case of partial damage ( like an instrument with a broken key or string ) please reach us , we will send you a replacement part at no cost (except possible custom taxes) and explain you how to adress it.

    -Exchanges are possible if the customer received a product he/she did not order. In the case of an error made on our end, it is also possible to ask for a compensation rather than returning the products

    NOTE: We ship the musical instruments perfectly tuned and set up, but sometimes transportation and weather can affect it. Tuning loss and sound particularities ( such as buzzing among others) are fixable, and thus not liable for replacement or  full refund without return.  To adress those sound issues, you can check our tutorials HERE . If you still struggle, or if you don't find the info, and even if you have questions years after receiving your order, don't hesitate contacting us by e-mail, we will gladly help :)