FAQ's

• Once your payment is confirmed, we begin processing your order. You will receive a confirmation email, and once your order has been shipped, we will send you another email with tracking information.

• If you need to add or remove an item, please contact us as soon as possible. We will do our best to help before the order is shipped. Once dispatched, changes are no longer possible.

• Yes, you can cancel your order before it has been shipped. Once the order has been dispatched, cancellation is no longer possible and shipping costs will be charged. If you wish to cancel your order, please contact us as soon as possible.

• Absolutely. If you need help choosing the right guitar or have any questions before ordering, our team will be happy to assist you. 

Yes, every guitar is carefully inspected before shipping to ensure it arrives in excellent condition and is ready to be enjoyed.

Every guitar comes with a high-rigidity gigbag included free of charge, specially designed to fit its body shape. Its reinforced walls and durable construction provide excellent protection during transport.

• The right guitar depends on your playing style, sound preferences, and personal needs. If you are unsure, please contact us and we will be happy to help you find the best match.

• We accept major credit cards, including Visa, Mastercard, Maestro, American Express, and UnionPay, as well as PayPal.

• Yes. We use secure checkout and trusted payment providers to help keep your payment information safe. Learn more about our store's safe checkout experience (powered by Shopify) here.

• Yes. Our online store runs on Shopify, a secure and trusted global ecommerce platform used worldwide. We also have extensive experience with international orders and are here to help you before, during, and after your purchase.

• Yes. All direct payment gateways on our website comply with PCI-DSS security standards, which are designed to protect your payment information and are supported by major card brands such as Visa, Mastercard, American Express, and Discover.

• Unfortunately, cash on delivery is not available. All orders must be prepaid by card.

• Yes. Once your payment has been successfully processed, you will automatically receive a confirmation email.

• Bank transfer is not available as a standard payment method. However, if you would prefer to pay this way, please contact us and we will do our best to assist you.

• Delivery times vary depending on your location. We usually dispatch orders within 24–48 hours, after which delivery depends on the courier and destination country. Please note that shipments outside the EU may also be delayed by customs.

• Shipping costs are calculated automatically at checkout once you enter your delivery address.

• The available delivery options are shown at checkout. In general, we use FedEx for international deliveries; and GLS, PPL, DPD, and Zásilkovna within the EU.

• Yes, we can contact the courier. However, as they are a third-party delivery service, we can only reach them in the same way as you as the customer, and we are unable to change the shipment status on your behalf. For the quickest update, we recommend contacting the courier directly.

• As all orders are shipped from the Czech Republic, orders outside the EU may be subject to import duties, VAT, taxes, or customs fees. These charges are determined by your local customs authority and are paid by the customer unless stated otherwise. Please always check the information shown below the price on each product page.

• Customs duties, import taxes, and local handling fees are usually not included in the product or shipping price unless clearly stated on the product page.

• No. If the product page states that local taxes and import duties are included in the price, you will not be charged any additional fees upon arrival. If this is not stated, these charges must be paid by the customer.

• Yes, shipments outside the EU may be delayed by customs. Unfortunately, customs clearance is handled by local authorities, so we are unable to influence or speed up the process.

• There is no fixed timeframe for customs clearance. In some cases, it may take less than a day, while in others it can take several days. The timing depends on local customs procedures in the destination country.

• If your order is held in customs, the courier may contact you to request additional information, documents, or payment of import charges. Please let us know if this happens and we will be happy to help.

• Yes, in most cases the courier will contact you directly if customs requires additional information, documents, or payment before the shipment can continue.

• Yes, for shipments to the USA we provide prepared paperwork to help support faster customs clearance. Other countries usually do not require this documentation.

• We provide a warranty covering manufacturing defects. For full details, please refer to our warranty policy.

• The warranty covers manufacturing defects in materials and workmanship. Please see our warranty policy for the full scope of coverage.

• The warranty does not cover normal wear and tear, accidental damage, damage caused by improper use, unauthorized repairs or modifications, or issues caused by unsuitable storage or environmental conditions. Please see our warranty policy for full details.

• Please contact us first with a description of the issue, your proof of purchase, and photos if possible. We will review the case and advise you on the next steps.

• Yes. If your guitar is no longer under warranty, please contact us and we will do our best to help you find a suitable repair solution.

• This depends on the type of issue and the proposed solution. In some cases, the guitar may need to be sent back to the Czech Republic for evaluation or repair. Please contact us first so we can assess the situation.

• Shipping costs depend on the nature of the issue and whether the case is approved as a warranty claim. Please contact us first so we can review the case and provide more detailed information.

• Yes. If your guitar arrives damaged during shipping, please contact us as soon as possible after delivery and include photos of the packaging and the product. We will review the case and help you with the next steps.

• Please contact us as soon as possible with a description of the issue and photos if possible. We will review the situation and advise you on the next steps.

• Yes. We offer a 30-day return policy, so any eligible product can be returned within 30 days of purchase. Please contact us first before sending your order back.

• The returned item must be in its original condition and suitable for evaluation.

• Please contact us first with your order details and reason for return. We will provide you with the next steps and return instructions.

• Returns must be sent to the Czech Republic. Please contact us before returning your order so we can provide you with the correct return address and instructions.

• The customer is responsible for the return shipping costs unless stated otherwise.

• For international returns to the Czech Republic, customs fees may apply and must be paid by the customer. Please contact us before sending your return so we can provide you with more detailed information.

• Once we receive and evaluate your return, your refund will be processed as soon as possible. Please note that it may then take a few business days for the money to appear in your account.

• Once the returned item has been received and approved, the refund will be issued according to our return policy. Shipping costs and any other applicable charges may be deducted where relevant.

• Shipping costs are generally not refunded. Please refer to our return policy for full details.