shop policies
shipping, refunds and exchangesShipping 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 some days to adjust to the tension as well, as they are handmade with minimal machinery. Light “blemishes” that do not affect structure or sound are expected and these are what make our instruments unique and one-of-a-kind. 🙂
Due to the fact that each item is handcrafted after an order is placed, we handle each purchase as a custom order. In that sense, customer orders or items on sale (discount, etc.) are not refunded, so if you have any doubts about it, feel free to ask us any questions before placing your order.
All of our instruments are handmade products and the production process lends itself to variations. All LUTHIEROS musical instruments are sold “as-is” and by purchasing a LUTHIEROS product, you acknowledge such variations will occur.
100% Guaranteed Delivery during Covid-19
We have experienced delays in a small percentage of our packages during this period, due to the fact that the COVID-19 pandemic has significant impacts on the worldwide shipping industry.
Even if (obviously) this is not our fault, LUTHIEROS family ensures that every order will be delivered no matter what the circumstances are.
We can’t accept cancelations due to delivery delays, so if time is a top priority for you get in touch with us before placing your order.
