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List of questions and answers

How safe it is to make order at Guitarvogue?

Guitarvogue is your safe haven for online shopping. Your safety and satisfaction is our number one priority and we guarantee you security.

We assist around few thousand online customers from all over the world. We do not mine our customers’ data for advertising and marketing purposes like many companies do. Instead, we NEVER share your information with 3rd parties, and even in our offices, your information is treated with the upmost confidentiality. We do not compromise on this.

Before your sensitive information, such as addresses, or credit card details, is transferred to us, it is encoded by a secure server so that no one except your contact person and the webmaster are able to see it.

What happens if I am not satisfied? Do I have to bear the return shipping costs?
In the unlikely event that you are not satisfied with your purchase, you can return your item! We are an online store and understand that you will buy something which you can’t try. But hey, not to worry, we have this covered! The equipment must be returned in its original packaging and without traces of use. Once we have received your return it will be checked for obvious signs of damage. Next, we will credit the full sales price to your customer account, or to the method of payment used originally on the order.
What can I do if I do not like the delivered goods?
We offer a 30-Day Money-Back Guarantee on all our products. Once we have received the returned product we will credit the price of the product to your customer account for use against future purchases, or we will book the money back to your credit card, PayPal account or bank account if you prefer.
I have a question about my order!

After we have received your order we will send you a confirmation with all the products, quantities and prices. You will also be given contact details for your sales person.

However any member of our Live Chat can help you with a question you might have.

How can I pay?

There are several ways you can pay for your internet order:

Please note that depending on the selected country, some payment methods might not be available.

Credit card:

When ordering, you select your type of credit card (we accept Visa, Mastercard, American Express, Eurocard and Diners) and we debit the sum from your credit card account for the available goods at the time of shipping.
Please note that, unfortunately, we cannot accept Maestro, Switch or Laser cards.
When paying by credit card, please always use our Secure Server which transfers encoded data.
Please check with your Card Company or bank if in doubt.
If your order is large and it is your first order by credit card, we may request proof of the card’s details – for your safety as well as ours!

PayPal:

PayPal is a popular method of payment at Thomann. It’s quick, easy and safe! If you haven’t got an account with Paypal already, you can set one up at www.paypal.com. The procedure is very simple!
Enter your PayPal Login and Password details when you’re ready to complete your order and confirm the total amount. Like credit card payments, we will only debit your PayPal account shortly before we ship your order. For data protection reasons it is only possible to make a PayPal payment online.
Should the total of your order exceed the initial amount you were shown online when making your order (due to extra shipping charges or higher VAT rates in your delivery destination), it’s possible to make an extra payment by PayPal. The Thomann staff will give you further information on this with your order confirmation by email.

Please note: If you choose PayPal as payment method immediately instead of clicking on our “Go to check out”-button, the address details saved on your PayPal account will be used for your order. We therefore kindly ask you to check if the address information on your PayPal account is complete and up to date 🙂

What's the fastest and easiest payment method?

We suggest Paypal or Bank transfer.

Having received your order we will send you an email with an order confirmation and our bank details. Please do not transfer the money unless you have received our order confirmation.

When placing your order you can also state a shipping address that differs from your home address (e.g. your workplace).

Note: if you are not at home when the goods are delivered you can pick up the parcel from your local post office or depot. UPS will attempt to deliver to you on three consecutive days and then if unsuccessful your order will be returned to us. (In some cases you can, on request, pick up your delivery at your local UPS depot).

Are there any fees, extra charges or minimum quantities etc?

No, we do not charge any fees or extra charges for minimum quantities, packing, invoicing etc. – no matter how small or large the order is.

We do not charge any cash on delivery charges however they will need to be paid to your local postal service when the parcel is received.

Payment by bank transfer

If you are paying by bank transfer please note the following:

Your bank may charge you fees for transferring the money internationally, this sometimes means that the amount you actually transfer is not the amount we receive as the banks sometimes deduct their fees from the amount which is to be transferred.

Sometimes we receive payments which are clearly less than the value of the order, we then cannot send it out and have to notify the customer that there is some money missing.

When transferring internationally please ask your bank to explain to you which fees have to be paid for and make sure that there are no hidden charges. Your bank will be happy to help you with this.

Which carriers do you work with?

We work with UPS as a shipper. The shipping costs may vary for this service, depending on the delivery country.

Depending on the size, weight and country, we are able to offer reasonable prices and reliable shipping service to almost all locations. 

If you have any questions regarding the shipping, do not hesitate to ask us.

Can I have the goods sent to a different address?

We include a separate field on our online ordering form to enable you to receive your order at a different delivery address. This may be for example, your work address or a friend or relative’s address, if you know you will not be at home to receive the parcel.

Please instruct the recipient to check the parcel carefully for any signs of damage or tampering before signing for the parcel.

If you have any further questions regarding this, please contact our Sales Team – info@guitarvogue.com

Are all items shipped at once?

You will receive an order confirmation via email with the details of your order and the items in your order. If there are any major problems with the delivery of the goods, you´ll find a comment from your contact person in the email.

You will then have the opportunity to get back to your contact person to decide about splitting the shipment, substituting item(s) or cancelling some items or the whole shipment.

Please note that even though we send your whole order at once it is not unusal for parcels to be separated during transit and for your packages to arrive on different days.