Frequently Asked Questions
Do you have a question about our products or service? Here you will find frequently asked questions and the corresponding answers about our company, assortment and service.
When will my order be delivered?
Ordered on weekdays before 3 p.m. is -usually- delivered the next working day (with the exception of pallet shipments)! So we deliver as soon as possible! Of course you can also pick up your order yourself, if we have the product in stock of course. For international shipments (so also to Belgium, you should take into account one or two extra working days).
Is your order too large for a standard shipment (for example, in the case of a living room piano)? Then we will ship your order as a pallet shipment.
The pallet will be picked up by the carrier the next working day and -usually- delivered to you the day after it was picked up. So keep a close eye on the tracking information of your order! After all, a pallet shipment cannot go to a pick-up point.
Questions about exactly how a pallet shipment works? Give us a call and we'll be happy to explain!
Items ordered before 3 p.m. but not in stock, we try to order from our supplier the same business day. You can assume this, but don't hold us to it. We are dependent on our suppliers.
Unknown delivery time
We understand that you are looking for the latest in new products. Often these products are already in our shop before they can be delivered. At least you know it's coming. However, you can place a pre-order for the set price. If you read 'unknown delivery time', then this product is temporarily not available. As soon as it becomes available and in stock, we will update the message.
Want to pick up a product in the store? Give us a call and we'll hold your order for you.
Who will deliver my order?
We work with a number of carriers including DPD, PostNL and UPS. For packages heavier than 32 kilos and pallets we use DHL. We also use our own couriers. You can also pick up your order yourself in our store. All orders are provided with a track and trace code. This can be found online with your order.
Our carriers do not deliver on Saturdays. If you prefer, please call our customer service at +31 (0)13-5288660.
Not at home?
Shipments will be offered to you one extra time if you are not at home. Then you can pick up the package at a collection point nearby. Our carrier will inform you about this.
In exceptional cases, our carriers take a little longer to process an order. Instead of 24 hours it may take a day or several days longer. We always strive to deliver your order as soon as possible. If you still have not received your order after three working days, please contact us at +31 (0)13-5288660.
Can I cancel my order?
You can always cancel an order online, unless the products have already been shipped. In that case, the return procedure kicks in. In any case, contact us as soon as possible to inform us of the cancellation! If we are closed, please send an e-mail to firstname.lastname@example.org with the subject 'cancel order'. Don't forget to include your full name and order number. If the package has already been sent, you can always return it. We will then ensure that the purchase amount is credited to your bank account as quickly as possible (don't forget to provide your IBAN).
How can I return my order?
For each product you order from Klundert Music, there is a trial period of 14 days. This period commences on the day after receipt. After the 14 days have passed, the purchase agreement is a fact. During these 14 days we expect you to handle the product and packaging as carefully as possible. Carefully unpack and/or use the product to the extent necessary to make sure you want to keep it.
Once you have registered your return, you have another 14 days to ensure that the return reaches us.
All information regarding returns can be found here.
What is the warranty period?
We don't like to be difficult. You want to know where you stand. Right you are. That's why we give a big High Five on almost everything in the webshop, because we stand by our products. That's a 5-year warranty, with a minimum of fine print and exceptions. (By the way, for used items there is a 3-month warranty.)
You can find everything about our warranties here.
What are the shipping costs?
Within the Netherlands and Belgium, we charge no shipping costs for online orders over €75.
If your order is less than €75, the shipping costs will be indicated during the ordering process.
For delivery abroad, we charge different shipping costs for online orders, these costs depend on the country we have to send the product to. We indicate this during the ordering process.
Of course it is also possible to pick up your order in our store. Are you sure the product is ready for you? Please contact us and we will check it for you!
Do you have an urgent order and would like to receive it the same day? Please contact us and we will try to organize it together!
Complaints and suggestions
It is important to us that you are satisfied. In the unlikely event that you have had a bad experience in our store, with an employee or in our web shop, please send a message to our customer service department. Are you not satisfied with our solution? Please send an e-mail to email@example.com. We will respond to your complaint within seven days.
If this does not lead to a solution, it is possible to submit your dispute for mediation, e.g. via Stichting WebwinkelKeur. As of February 15, 2016, it is also possible for consumers in the EU to submit complaints via the European Commission's ODR platform. If your complaint is not yet being processed elsewhere, then you are free to file your complaint via the European Union platform.
At Klundert Music, we are always open to new ideas and suggestions. For example, for new products and/or brands. Do you also have your ideas about this? Let us know via email (firstname.lastname@example.org) or via our contact form.
Why do I receive the order in a used outer box?
Our suppliers deliver pallets of goods to us every day. Often these still include fine packing materials and boxes that are almost always reusable, which is why we ship our packages with used boxes whenever possible. That way we save on our packaging costs (and you save money) and we are doing something sustainable. So it's good for us, for you and for the environment. #good activity
What about the prices?
All prices in our store and on our web shop are always including VAT and disposal fee. The prices may be higher if you place an order under € 75,- (the shipping costs are then charged extra).
If your order is over € 75,-, we will ship your order for free (in the Netherlands). For deliveries abroad, we charge higher shipping costs.
Business customers from within the EU who present a valid VAT number + company registration, we can provide products at 0% VAT. Please inquire about the possibilities. If you use this option, we are obliged to ship the products or give them to a legal person in our store. If you wish to have the products shipped, this can only be done to the address where your VAT number is registered. If you want to pick up the products, this is only possible if you show a valid ID and sign the transport declaration.
Are you buying as a private person outside the Netherlands, but within the EU? Then the local VAT rate of the country (shipping address) to which we ship applies. We then calculate the correct VAT percentage in the check-out (this may cause the price to vary slightly).
Lowest Price Guarantee: Klundert Music guarantees all customers the lowest price. Have you seen the same product of the same brand cheaper elsewhere? Show it to us, and we will offer you the same product - if possible - at the same price.
Can I also trade in with you?
Do you want to trade something in? You can! Trading in your musical instrument or equipment at Klundert Music has many advantages.
When you trade in your instrument with us, you do so in a reliable place, we give honest advice, and you receive immediate payment for your instrument. Give us a call or come by right away!
Trade-in in a safe and honest way, without fuss. We have been doing this since 1986!
Not able to come by to discuss your trade-in? Then you can make a proposal using photos. Hereby we would like to have:
- Photos of the instrument from all angles
- Photos of the serial number
- Photos of any damage or signs of use
Email your proposal to email@example.com or send your proposal via WhatsApp to our landline number: 013-5288660
In general we do not accept exchange proposals, i.e. one guitar for another guitar. But if you really have a special guitar you can try.
Before you make an exchange offer we ask you to think about the following things;
- Consider whether your trade-in proposal is in proportion. For example, if your instrument is worth more than what you want to buy. Then it might be smarter to sell your instrument first and use the money to buy the new, cheaper instrument.
- So are you looking for the top price when trading it in? Then try to sell it yourself first. If not, you can trade it in with us and we will sell it for you. Please note; we never pay extra or put money on an exchange proposal.
We generally do not buy musical instruments.
Sometimes it happens that you may have a whole batch of musical instruments. Or maybe you want to part with instruments or equipment from someone who has stopped making music.
If this is the case then you can try by contacting Dennis and discussing a purchase offer: firstname.lastname@example.org
Market and trade value
When you want to trade in something we make a price proposal on the trade value of the product. This is different from the market value. This is because we have to sell the product again and when the product is sold we give warranty on it. This involves costs for us so we have to take this into account.
What do we not exchange?
Note, sometimes we do not trade in. For trade-in we have a number of conditions and trade-in is always done in consultation with one of our employees.
- In general, we do not trade in instruments and equipment older than ten years. Sometimes we make an exception for guitars, there are specific models that, depending on the condition, can be traded in.
- Accessories, such as covers, cables and stands are not exchangeable.
- Computer related products, such as software and audio interfaces, we do not exchange.
- Defective instruments and equipment will not be exchanged.
- Instruments and equipment with excessive overdue maintenance will also not be exchanged.
What is B-Stock?
A product is B-stock if we simply can no longer sell it as new. For example, because the packaging is damaged, missing or if we have used the product as a demonstration model in our showroom. Or when the article has some (light) signs of use. Of course the product still works fine and is in very good condition!
All information about B-stock can be found here.
All our B-stock products can be found here.
Do you also do repairs?
What you use intensively will at some point break down or have to be readjusted. Even if it is a high-quality product. Our in-house experts know how close that comes to your instrument or equipment. Fortunately, we have the trade down to a fine art. Literally.
So, despite everything, do you need technical help? Then feel free to come by with your equipment or instrument. Or send us a message (via email or Whatsapp) or call 013-5288660. We will help you (instrument) further!
Please note: our repair department is only for our own relations and customers. We do not perform repairs on equipment or instruments not purchased from us!
Do you also have a lowest price guarantee?
At Klundert Music, you pay the same price in the store as you do online. So you always pay the lowest price.
Are we always the very-very cheapest? Most of the time. Sometimes not. But we do more than just send a box!
You can come to us for all your questions and advice. And we offer a 5-year warranty on our products (High Five!). We pick up the phone if you have a question. And you can always stop by our store if you want to know anything. Our web and store door is always open.
Did you buy something and still not completely satisfied? Even then we are ready for you. Because we believe in working together. And we've been doing that since 1986.
We try to follow the lowest prices in the Netherlands. Because why should you pay more with us?
Unfortunately, online prices often fluctuate in all directions. Sometimes it seems like daily rates. Therefore, it may happen that we have not immediately updated our prices.
Have you unexpectedly seen it cheaper somewhere else? Let us know, because in almost all cases we can supply you for the same price.
How do I get in touch with you?
Do you have a question? A compliment or complaint? A spring in your step? Can we help you better in another way? Let us know!
During opening hours we can be reached by phone and Whatsapp, among other things! Our e-mail and social channels are also always open.
You can always drop by, except when the store is closed.
Are you satisfied with our service? Did we serve you well? Then you can help us tremendously with a review. With this we can show new music lovers that we are 100% there for them! Leave your review on Webwinkelkeur! Thanks a lot!
Can you help me with a business order?
Are you looking for one or more products on behalf of a company, school or institution? And would you like to have this delivered on account? That is possible.
Tell us by phone or email what you want to order and we will take care of the rest. Incidentally, we do not use standard discounts for companies,
our margins vary greatly from product to product. Of course we will provide a competitive offer for your company or organization.
If you want to know more, please contact us.
Do you also offer international shipping?
At Klundert Music, we help musicians from all over the world. We want to make sure your gear is delivered safely and on time. And that you get the right price information.
Delivery within the EU (private):
Deliveries within the EU are very easy. Transportation is relatively cheap and easy to arrange. We are obliged to charge the VAT rate of the country you order from (where we ship to). This means you should always contact us so we can make you a correct price. This is all super fast: just send us a message with your shipping address and we'll take care of the rest.
If you order from us as a private person (consumer), you will get a quote with your local VAT.
The prices on our web shop are incl. 21% VAT, except for sheet music: those are with 9% VAT.
Delivery within the EU (business, intra-community):
Do you have a valid VAT number and is your company located within the EU? Then you will be delivered exclusive of VAT. You pay the VAT yourself in your own country (you are responsible for this). We check your VAT number in the general VIES register. Check if your VAT number is correct, otherwise we cannot deliver intra-community.
Send us a message what you would like to order and we will respond immediately with an intra-community quote! Through our system we can directly send you a payment request so you can easily make the payment from abroad (i.a. iDeal, Bancontact, Credit Card, SEPA and Paypal)
Delivery outside the EU (private & business):
Orders outside Europe face all kinds of taxes and duties. These vary from country to country. Therefore we can best help you if you contact us, so we can think about the cheapest and best delivery / shipping. Tip: put your delivery address in the message so we can help you quickly (then we can immediately calculate the shipping costs).
Let's give our instruments and sound equipment a world tour! Gear up!
What does "Gear up" stand for?
At Klundert Music, we know what's on your mind. A search for that one sound and what you need to rely on it. Whether you only play at home or are on stage weekly; that smile when the feeling is right is priceless. That's why we take everything out of the flight case for you.
We rely on a wide and sophisticated range of instruments and equipment. And we rely on our drive, which helps you during your search for the holy grail. That's our promise to you.
Innovation and technology move fast; that's why we shift gears forward. We don't sit still! Gear Up!
Didn't find the answer?
If you didn't find the answer to your question among the frequently asked questions, we'd be happy to help you. Send your specific question to us using the contact form. We will help you as soon as possible.