When will my order be shipped?

We ship within two working days or faster after we receive your order. Orders are collected at our store by the shipping companies from Tuesday to Friday. 

When will I recieve my order?

Shipping in The Netherlands is usually overnight. Within Europe most deliveries take two days. For the Uk and North America shipping is four to seven days. Customs inspections do occasionally occur and may delay your shipment a bit.

Is it safe to ship a guitar?

Yes it is. We will pack your new instrument professionally with all the right packaging materials. We use professional shipping companies and we insure our shipments. So you can depend on a safe journey for your new guitar.

Can my order be shipped to....?

We ship worldwide. Most destinations can be selected when checking out. Should you destination not be available then drop us an email or phone is and we will see that the destination gets added as quick as possible.

What about shipping an amp?

We mainly sell tube amps. There are quite heavy and cumbersome to pack in a safe way. If you want to buy an amp with us please contact us and we will work something out.

Which companies does Kauffmann ship with?

Within the Netherlands we use DPD or PostNL. For continental Europe we use DPD. For the UK and North America we use DHL or TNT. 

Which payment methods can I use?

On our website you can pay using the following payment methods.

  • Creditcard
  • Ideal
  • Apple Pay
  • Paypal
  • Bank Transfer
  • Belfius Direct Net
  • EPS
  • Giropay
  • KBC/CBC Payment
  • Ban Contact
  • Sofort Banking
Do you offer credit plans?

No, we do not offer credit plans. We are a guitarist not bankers. We understand music and guitars. And we will leave finance to the money people!

Do you have a return policy?

Yes we do have a return policy. You have the option to return your online purchased product to out store within 14 days after you have received it. For more detailed info, terms and condition please visit our delivery and return page. 

For items bought in our brick-and-mortar store in Alphen aan den Rijn the above return policy does not apply. If you are not completely satisfied with your product, we will do everything within our power and within the conditions of the warranty to make you a happy customer. And usually, we succeed in that. Returns and refunds are at our judgement and discretion and are by no means guaranteed.

How do I return my product?

You can return your product in three easy steps.

  1. Notify us that you wish to return your product. Although it is not required to state a reason for the return, we do appreciate it if you give one. Maybe there is something to learn for us?
  2. Make sure you pack the product in its original package. Make sure all protective covers, labels, COA and manuals are in place. Use the box in which your product came to you to return it.
  3. Select a shipping company and make sure you ship the product back to us insured as the responsibility for the return shipment is yours. The address to return to is. Kauffmann’s Guitar Store, Euromarkt 12, 2408BL, Alphen aan den Rijn, The Netherlands.
When will I receive my refund?

After we have received your return shipment we will inspect the product. If the product passes the inspection we will refund you. Payment may take up to two working days. 

What is an online demo?

We want to make sure that you choose the right guitar. There is nothing like playing the guitar yourself of course. But for many guitarist that is not practical. So the next best thing is an online demo. If you book an online demo we will setup a video call via Facetime or Whatsapp. The call will take around 15-30 minutes. We will show you the guitar, play the guitar for you and tell you about the features of the instrument. Most importantly we can discuss what you are looking for and how this particular guitar fits into that. We will try to answer all questions as best as we can. Because we want to you the make a well informed decision. that is also in our interest. A happy customer is a returning customer we think. And we do not want to ship guitars back and forth. Because that is not good for the guitar, the environment and our wallets.

Is the online demo free?

Yes it is, because we want to help you to make a well informed choice. It is free and there is no obligation to buy afterward. You can just take the information, think about it and decide. 

Can I also get a video of the guitar?

Yes if you would rather receive a short video about the guitar that is is also possible. 

What about warranty?

When buying a new product from us, you are covered by a 2-year warranty period (as stated by the European guideline “Buy & Warranty”). The product(s) you buy from us are therefore expected to be free from failures for 2 years, used under normal circumstances.

Cosmetic damage to instruments also known as play wear that arises after receipt of the instrument is not covered by a warranty. Damage to instruments is only covered if, in spite of careful maintenance of the instruments involved, it arises as a result of faulty manufacturing.

Is there a warranty on used products?

All used guitars come with a six months warranty even when the factory warranty has expired. The warranty covers the functionality of the instrument. Cosmetic issues are not covered by the warranty.

Used pedals and amplifiers have warranty to the extend that the manufacturiers warranty is valid. We do not offer offer an additional warranty on these products. You may expect the product to be as described in our product description and to be fully functioning unless otherwise specified.

Is there any small print i should read?

Yes there is. There is no return & exchange policy or warranty on all items that are prone to deteriorate in quality when used (tubes, strings, cleaning products, earplugs, headphones, harmonica’s). For all pre-owned products we offer a 6 months warranty period with the exception of pre owned Tube amplifiers. They are sold ‘as is’, meaning we cannot warranty them.

We always maintain the right to repair a defect or malfunction within the warranty period, before considering exchanging the defective product.

Do you have a worksop for repars?

Yes we do. We have three professional luthiers doing all sort of repairs from restringing you guitar to complete refinishes and modifications.

What kind of repairs do you do?

Almost everything that needs to be done to a guitar we do. 

  • String & Bling, cleaning and restringing you guitar.
  • Full set up, new strings, neck and bridge setup, pickup adjustment and electronics check.
  • Fret leveling, anything from re-crowing you frets to a full fret level job.
  • Re-fret, new frets on your guitar, including an new nut and complete setup.
  • Re-finish, you guitar in a new nitro finish.
  • Modifications, new pick-ups, new electronics, a better tremolo enything you can imagine.
How long does it take?

Hard to be precise but for standard jobs usually one week to two weeks. We perform the jobs in order of receiving them. And sometimes it is just busy. 

Get in touch

Let us know if there is anything we can help you with!

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