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.

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

We have experienced delays only in a very small percentage of our packages during the last few years, mainly due to the fact that the COVID-19 pandemic significantly impacted the worldwide shipping industry. Even if (obviously) this is not our fault, the 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.

What’s more, take into consideration that every musical instrument is handcrafted, with much love and care, upon request. As a result, the usual time is between 2 to 4 weeks, based on the specific instrument and the time an order was placed. So, once again, if time is a top priority for you, please get in touch with us before placing your order.