FAQ

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• 1I can't log in to my account
  These are the most common causes:

  1. Wrong password: change it here.
     
  2. Your account was created with an email address that you no longer have access to. In this case create a new account or contact us to update your account with your new email address.
     
  3. If login is still not possible, try clearing the cookies in your Internet browser.

  
  
  If you are still unable to login to the website, please contact us via email or phone.
• 2What is the online ordering process?
  

  Pre-order

  • Choose the products you want, and add them to the cart.
  • Confirm your shipping address and the shipping method.
  • For payment, you can choose either secure online credit card payment or bank transfer. If you paid via bank transfer, we will send you a confirmation email when we receive your payment.

  
  
  Post-order

  • After completing the order, you will receive an automated order confirmation email.
  • We will process your order within 1-2 hours during office time. You will then receive a second confirmation email and your invoice.
  • Your order will be shipped shortly after payment confirmation.
• 3متى وكيف نقوم بشحن البضائع؟
  

  • نحن نشحن البضائع يوميًا من الاثنين إلى الجمعة في ساعات العمل. يتم تسليم الطرود التي يتم تسليمها بواسطة DHL (أقل من 33 كجم) أو بالبريد (تكلفة إضافية تبلغ 2CHF) في اليوم التالي بعد الشحن (أيام الأسبوع فقط).
  • يتم تسليم الطرود بواسطة DHL أو Post أو شركة شحن عند الباب الأمامي للمنزل أو المبنى ، وليس عند باب شقتك (إذا كانت موجودة في طابق أعلى).
• 4Can you inform me when a product arrives in stock?
  Yes. If you are interested in a product that is not in stock, we can send you an automated message notifying you of the product's arrival.

  In urgent cases, we can call you back as soon as a new product becomes available.

  In case of a "pick-up" order, you will receive an e-mail as soon as all the ordered products are available in stock. We can also notify you each time an ordered product arrives in stock.

• 5A product is available in limited quantities. How is it assigned to customers?
  Stock allocation is done on a first-come, first-served basis: the customer who first ordered and completed the order (paid in full) will receive the next available unit.
• 6My product is broken - how should I proceed?
  

  Important: Please note that you need to contact us in order to authorise a return before sending your product to us or to a service center for repair.
  

  • You will receive an email with an authorisation for repair, and the address of the service center where you can send the item to. Sending the device back to us without authorisation will increase service time and may incur additional costs.
  • We will usually get back to you with an estimated repair time. When the repair is completed, we will send the product back to you.
  • Expendable items, second hand equipment, and accessories such as batteries/strings/amp tubes, etc. are processed separately.
  • Please note that some manufacturers reserve the right to choose between repair or replacement when a product is broken or defective.
  • Please note that the deadline for reporting DOA - Defective on Arrival cases is 7 days from the date of delivery, it is also mandatory to provide us photos of the product damage and photos of the packaging, as well as additional description regarding the package and product state.
• 7How long does delivery take?
  Orders will be delivered within 24-48 hours, if products available in stock, provided that payment has been received or "Payment after Delivery" was chosen as payment method. An express delivery service is available. Please call us for more information.