Customer service
Payment
At DW Music Store, You can pay through money transfer, I-Deal, VISA and Mastercard.
Shipping Method
DW Music Store uses several shipping companies to deliver your order as safe and as quick as possible. The shipping company we choose for delivering your order depends on the dimensions and weight of the product(s) you’ve ordered.
Shipping Costs
DW Music Store provides its products to 16 different countries within Europe. We use a different shipping rate for each country, regardless of the order amount, weight and/or volume. To view the shipping costs for your destination, simply click on the box ‘Shipping Costs’ on the right of the website, and a drop down menu will appear. Here you can select your country.
Stock and Delivery Time
We can provide most of the listed products on our website from our warehouse, or we can obtain them on a short-term. On the website you will see a delivery indication with every product:
• 1-5 days
• 5-10 days
• On request
Although we will do our best to get the delivery to its destination as quick as possible, it can occur that due to unforeseen circumstances the actual delivery time may differ from the indicated delivery time. In that case we will inform you by e-mail as soon as possible.
If your order consists of multiple products with different delivery times, DW Music Store will decide whether the order will be sent when the products with a longer delivery time are available or if the order will be sent and the products with a longer delivery time will follow.
DW Music Store Owns Several warehouses from which we can delivery directly, therefore it can occur that your order will be sent in parts.
Exchange, Repairs or Returns.
7 Days Reflection Period
Because of the international "Distance Selling Regulations" law, there is a cooling off period of 7 workdays. This means that within this period, a purchased product may be sent back without a reason. The customer will have to pay for the postal expenses. It’s important that the product is complete and unused and it has to be returned in the original packaging.
Incomplete, damaged and/or used products can’t be sent back, and will not be refunded.
Products that are excluded from refund are:
• Software with a broken seal or opened package, or installed or registered software.
• Consumable items such as cleaning fluids and maintenance goods.
• Products that can’t be returned for hygienic reasons, like ear protection, in-ear headphones, wind instruments, etc.
• Gift certificates.
• Used, damaged or incomplete items.
Warranty
If your product breaks within the warranty period, you can count on us. All of our products are under warranty of the supplier. DW Musicstore doesn’t have its own repairing service and therefore malfunctioning products will be repaired by the supplier. We will do everything we can to make sure this happens as quickly as possible.
Damage
Despite the care taken to ensure that your order will be delivered securely, it may happen that a product gets damaged. In that case, it is important to contact us as soon as possible; you can do this by using the contact form on the website.
Wrong product or incomplete order
If your order is incomplete or doesn’t contain the right products you can also contact us by using the contact form on the website.
Returns
Products that are returned to DW Musicstore need to be provided with an RMA number. To get your RMA number you need to take these steps:
•Log on to your personal profile by clicking ‘Account’
•Look for the right order and click ‘View’
•Choose the product you want to return by clicking ‘RMA for this product?’ under the product.
•Fill in the RMA form as fully as possible and click ‘Send’
•We will handle your returning request within 24 hours (workdays) and if needed we will contact you to display the further procedure.
The costs and the risk for returning goods to us are always for the customer.
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