Governmental or public institutions and authorities can be supplied by us on account.

Please send us your written order or request for a quote on official letterhead as a PDF via email to schule@musicstore.de

To ensure smooth processing of your request, please provide us with your billing and delivery address, item description including item number, and the respective quantity. Please also provide any relevant references and your customer number if you already have a customer account.

In the order confirmation that you received by email at the provided address, you can see the estimated delivery date that was indicated at the time of order.

As soon as your order has been shipped, you will receive a shipping confirmation with the tracking number and invoice via email. This email will also be sent for orders placed as a "guest".

As we strive to ship your order as quickly as possible, changes/cancellations are only possible in exceptional cases, depending on the processing status in our system. You cannot change/cancel your order online yourself. Please contact us for further clarification by phone or email at kundenservice@musicstore.de.

If we can no longer cancel the order, please refuse to accept it if possible. This will ensure the package is returned to us promptly.

You cannot independently change the delivery address for an order in the customer login. Please call us or send us an email. We will check if a change is (still) possible.

Note: When paying via PayPal and Amazon Payment, PayPal/Amazon Payment does not allow us to change the delivery address. In this case, the order must be completely canceled and a new order placed with the desired delivery address.

Only orders placed while logged in are displayed in the customer account. Unfortunately, it is not possible to add an order placed as a guest to your online account afterward.

The invoice is not included in the package. You will receive it with the shipping confirmation via email. The invoice will also include your billing and customer number, among other details.

If you placed your order online as a registered user, the invoice is stored in your online account under the "My Invoices" menu. If you cannot find your invoice there, you can request it via kundenservice@musicstore.de.

Note: For privacy reasons, we can only send invoices to the email address provided when placing the order.

Unfortunately, a copy of the invoice is not available in the customer account. You can request a copy at the following email address: kundenservice@musicstore.de

Note: For privacy reasons, we can only send the invoice copy to the email address provided when placing the order.

We need the invoice/order or order number, the relevant item numbers, and the reason for the return. You can provide this information to us by email or phone. We will then provide you with a prepaid return label. 

Further information on returns

If you placed your order as a logged-in user, you can also request a return through your customer account in most cases.

Only orders placed while logged in can be viewed in the customer account. Unfortunately, it is not possible to add an order placed as a guest afterward.

Only orders placed online while logged in can be viewed in the customer account. Unfortunately, it is not possible to display in-store purchases here.

No, that is not possible. For cancellations, please send us an email or call us.

Unfortunately, it is not yet possible to display credit notes in the online account.

Depending on the size and weight of the ordered items, we ship with DHL, UPS, DPD, or by freight forwarder.

If you prefer a specific carrier, please leave us a note in the comment field at the end of the order. As long as the order does not exceed the dimensions specified by the desired carrier, we will be happy to use that service. If additional costs arise, we will pass them on to you proportionately. You will be informed in advance.

When we ship the order, you will receive an email with the tracking number. Please note that it may take at least 24 hours for the shipment status to be visible in the tracking.

Once an order has been shipped, we have no way to change the delivery address or redirect the package. However, the carriers themselves often offer options, which you can find and use via the tracking number.

We only offer express shipping via UPS. You can select this option in the shopping cart. The express shipping cost is €5.

Delivery will be by around 12 noon the next business day, provided the order is placed by 4 pm. We offer this option from Monday to Thursday.

If the order exceeds a certain girth or needs to be shipped in multiple packages due to the selected items, it may not be possible to offer express shipping, or the express costs may increase. In such a case, a staff member will always contact you promptly.

Express shipping is only possible if all items are in stock and the order can be shipped immediately. Additionally, some products are excluded from express shipping. In such a case, express shipping cannot be selected in the shopping cart.

We also ship to DHL Packstations. However, please note that only a maximum size of 75 x 60 x 40 cm is possible. If a Packstation is already full, it may happen that the order is unfortunately not transported to a branch by DHL but returned directly to us. We have no control over this.

To receive your shipment at a Packstation/Post Office, enter it as the delivery address in three simple steps.

1. After your first and last name, write "Packstation" or "Postfiliale" in the street field and the three-digit number of your desired Packstation/Post Office in the house number field.
2. Enter your personal DHL customer number (also known as Postnummer) in the "Additional Address" field.
3. Now enter the postal code and location of the desired Packstation. Done.

Unfortunately, delays can occasionally occur with the carriers. In such cases, we have no way of intervening in the delivery process ourselves and can only contact our respective contact person at the carrier. According to the carriers, action is required only after a standstill in tracking of 5-7 business days. We therefore ask for your patience until this period has expired.

All indicated dates are only estimated information. These estimates are accurate in most cases, but they are not binding.

If a box arrives damaged and it is evident that the goods are damaged, please refuse to accept it and report this to our customer service/complaints department.