FAQ

1. How Can I Pay?

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

Credit card:
When ordering you select your type of credit card (we accept Visa, Mastercard) and we debit the sum from your credit card account for the available goods at the time of shipping.
We cannot accept cards that are not registered in the EU.
When paying by credit card please always use our Secure Server which transfers encoded data.

Debit card :
We accept Maestro and bancontact debit cards.
Maestro is used throughout Europe.

Ideal :
Ideal can be used by Dutch customers only.

PayPal:
Enter your PayPal Login and Password details when you are 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 Abtmusic staff will give you further information on this with your order confirmation by email.

Bank transfer:
You can make a SEPA transfer directly from your account holding bank. They will ask you for our IBAN and Swift/BIC Code, all this information is provided by us when you checkout, and will be sent to you in your order confirmation.
Some banks will apply a charge to transfer money across Europe to us here in Belgium, so please check beforehand.
An international bank transfer takes usually 2-4 working days to arrive but you’ll see the status of your change once the transfer has arrived.

2. When will I receive my order?

If there are any problems processing your order you will receive an email or telephone call from us advising you as soon as possible. If your order contains any products that are not in stock you will be contacted by us with a supply date (ETA) when an ETA becomes available. When your order is dispatched you will receive an email to notify you. You can then track each shipment by clicking on the tracking number on the orders page in the “My Account” area.

3. Do I have to pay value-added tax (VAT)?

Deliveries within Belgium will be charged at the local Belgium VAT rate.

Deliveries to EU countries will be also be charged at the local Belgium VAT Rate.

Companies with a valid EU VAT number, based outside Belgium can buy at 0% VAT rate. The VAT will be deducted at the checkout when filling in the company name and valid VAT number.

Please Note – we cannot amend a VAT invoice once it has been issued so please make sure you supply thomann your VAT details before or when placing your order to avoid any problems.

4. How can I track my order?

You can track each shipment by clicking on the tracking number on the orders page within “My Account”.

Please wait until after 6pm on the date of dispatch before tracking the delivery progress. (Tracking numbers are applied to our courier systems after the goods have been scanned into their systems at around 6pm.)

5. My order is showing as ‘Shipped’ but I have not received it, what should I do?

Please contact us if you have not received your delivery within 2 working days of receiving the shipment notification email (Friday shipments can be expected from the following Monday onwards), please note that deliveries to remote locations may take longer.

To enable us to help you with a non-delivery issue, please contact us immediately after this expected delivery time has elapsed, or if the courier’s tracking page shows that the item has been delivered but you have not received it.

6. Where do you ship to?

Our website currently ships to the following countries:

  • Austria
  • Belgium
  • Denmark
  • France
  • Germany
  • Zwitzerland
  • Italy
  • Luxembourg
  • Spain
  • The Netherlands

For all other countries that are not listed above, please contact us by email the following:   info@abtmusic.eu

7. How much does shipping cost?

We strive to provide you with the best possible delivery service throughout Belgium, mainland Europe and the rest of the world.

To help us provide you with this service we use UPS Courier Services and Bpost. Our base delivery rates are as follows:

  Order Value Price shipping
Belgium

Netherlands

Luxembourg

under     49 €

15 €

over      49 €

Free

France

Germany

under     149 €

15 €

over      149 €

Free

Denmark – Austria – Switzerland – Italy – Spain

under     499 €

25 €

over      499 €

Free

 

For delivery rates to other countries, please write us and send your request.

8. How do I return a product?

All items returned to Abtmusic must have a returns authorisation. Any goods sent back without firstly obtaining a returns authorisation could be subject to significant delay.

To obtain a returns authorisation, please Include the following details:

  • Order Number
  • Postcode
  • Serial Number (if the unit is faulty)
  • A detailed fault description – this will speed up the process in the event of an item requiring repair or replacement

Requests without this information will take longer to process and will result in delays to refunds, replacements or repairs.

Goods should be returned and re-packed in the original packaging as received complete ‘AS SOLD’ and in ‘AS NEW’ condition (for example, if the packaging has been opened to examine the product/s you must have done so without damaging the packaging or the product/s in any way). The condition of the goods will remain the customer’s responsibility until goods have been booked in and assessed by Abtmusic.
You have a duty to take reasonable care of  the products while in your possession and during the cancellation period to maintain them in the condition in which they were supplied by us. If goods are damaged or your use of the goods has gone beyond your right to reasonably inspect and assess the goods, Abtmusic reserves the right to seek recompense.