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shop policies

shipping, refunds and exchanges

Shipping and delivery

 

Our items are carefully packaged, marked as fragile and shipped through national or premium shipping companies, according to our customers’ wishes. Our customers can choose between two shipping options as described below: Simple and Premium.

Simple shipping

This is the cheapest shipping method we use for sending our lovingly handcrafted musical instruments to our customers.

Each order using this shipping option: 

  • Is packaged with love and extra care, and marked as “fragile”.
  • Has tracking number, to be able to track your package at any given time.
  • Is shipped via Hellenic Post (Greece’s national shipping carrier). 
  • Is delivered to you via your country’s default shipping carrier (for example: USPS for the United States). 

Everything that is beyond us, is beyond us: delays, mishandle and damage due to your country’s default shipping company etc. In the unfortunate event that something goes wrong on an order with “Simple shipping”, Luthieros family will always be on your side and help you find out the best solution (as we done in the past too all our customers who asked for our aid).

* Extra fragile musical instruments (such as ancient Cithara / Kithara) cannot be shipped using “simple shipping” (this is why in orders including that musical instrument both shipping options are priced equally). 

Premium shipping

This is our premium shipping method that we highly recommend to our customers, in order to receive their new and unique musical instruments intact. We use premium shipping carriers such as FedEx, DHL, TNT etc. with fast shipping and 100% shipping insurance! Premium shipping is our “default shipping method” for all our instruments.

Each order using this shipping option:

  • Is shipped using only premium shipping companies.
  • Is 100% insured to the total cost of the order.
  • Is delivered in half the time than any other shipping option.
  • If something goes wrong, we will build a new instrument and send it to you with no additional cost
  • Is packaged with love and extra care, and marked as “fragile”.
  • Has tracking number, to be able to track your package at any given time.

* Extra fragile musical instruments (such as ancient Cithara / Kithara) are shipped only using “premium shipping”. 

Until today, all our beautifully handcrafted instruments arrived at their new homes (around the world) without any issues.

Additionally, please be aware that:

  • Import taxes are beyond our control, and they are collected by customs authorities of the country of delivery. 
  • There are no import taxes for orders delivered to European Union.
  • In case you choose Simple shipping for your order, we shall not be held liable to and shall not accept any liability, obligation or responsibility whatsoever for any damage by your country’s state post office. Regarding the latter, do not accept packages which have been tampered with or look damaged. Open such packages in the presence of a postal clerk to ensure that the contents are secure before signing. 

Refunds and Exchanges

 

We offer a 100% guarantee on our instrument’s top-quality workmanship, meaning that we will repair any structural defects or faults (we will cover the additional cost for the needed materials too).

All strings may take a day or two to adjust to the tension as well, as they are handmade with minimal machinery. Light “blemishes” that do not affect structure or sound are normal and what it makes our instruments unique and handmade.

In the rare occasion that you are not completely satisfied with your purchase, contact us soon so we could find a solution together. We even accept returns! You have 3 days to state so after receiving the parcel. Shipping costs are covered by the buyer. The buyer is also responsible to properly package the instrument before shipping it. Last, the parcel must be shipped to our address (not in a delivery depot). After we receive the instrument intact, we will refund the price of the item, minus shipping costs, PayPal fee, and 24% IVA. 

Custom orders are not refunded, so if you have any doubts about it, feel free to ask any question before placing your order. All of our instruments are handmade products and the production process lends itself to variations. All Luthieros music instruments are sold “as-is” and by purchasing a Luthieros product, you acknowledge such variations may occur.

Ancient Lyre, Ancient Greece, Luthieros Music Instruments, Koumartzis, Ancient Harp

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