Government or public institutions and authorities can order from us on account.

Please send your written order or quotation request on official letterhead as a PDF by email to schule@musicstore.de

To ensure smooth processing, please include your billing and delivery address, item description including item number, quantity, relevant references and your customer number if you already have an account.

The order confirmation sent to your email address shows the estimated delivery date available at the time of ordering.

As soon as your order has been shipped, you will receive a shipping confirmation including tracking number and invoice by email. This email is also sent for guest orders.

As we aim to ship your order as quickly as possible, changes or cancellations are only possible in exceptional cases depending on the processing status. Orders cannot be changed or cancelled online by yourself. Please contact us by phone or email at kundenservice@musicstore.de.

If cancellation is no longer possible, please refuse delivery if possible so the parcel is returned to us quickly.

You cannot change the delivery address yourself in your customer account. Please contact us by phone or email so we can check whether a change is still possible.

Please note: For PayPal and Amazon Payment orders, changing the delivery address is not permitted. In this case, the order must be cancelled completely and placed again with the correct address.

Only orders placed while logged in are displayed in your customer account. Unfortunately, guest orders cannot be added to your online account afterwards.

The invoice is not included in the parcel. You will receive it by email together with the shipping notification. The invoice contains your invoice and customer number among other details.

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

For data protection reasons, invoices can only be sent to the email address used when placing the order.

Invoice copies are unfortunately not available in the customer account. You can request a copy by email at kundenservice@musicstore.de.

For data protection reasons, invoice copies can only be sent to the email address used when placing the order.

We require your invoice, order or reference number, the item numbers concerned and the reason for the return. You can provide this information by email or phone.

For returns within Germany, we provide a prepaid return label for items costing at least EUR 40.01 and weighing no more than 31.5 kg. For items below EUR 40.01, return shipping costs must be paid by the customer.

If the return exceeds 31.5 kg, the parcel must be collected by UPS or a freight forwarding service. For international returns, customers bear the direct return shipping costs.

All information about returns can be found in our Cancellation Policy.

If you placed the order while logged in, you can often request the return directly through your customer account.

Only orders placed while logged into a customer account can be viewed there. Unfortunately, guest orders cannot be added afterwards.

Only online orders placed while logged into a customer account can be viewed in the customer account. Purchases made in the physical store cannot be displayed there.

No, this is not possible. Please contact us by phone or email for cancellations.

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

Depending on the size and weight of the ordered items, we ship via DHL, UPS, DPD or freight forwarding.

If you prefer a specific carrier, you can leave a note in the comment field during checkout. Additional charges may apply in some cases.

Once your order has been shipped, you will receive an email with the tracking number. Please note that it can take at least 24 hours until tracking information becomes visible.

Once an order has been shipped, we can no longer change the delivery address or redirect the parcel. However, carriers often provide their own options through the tracking link.

We offer UPS express shipping within Germany as well as to Belgium and the Netherlands. Express shipping can be selected during checkout.

Delivery takes place by approximately 2 PM on the next business day if the order is placed before 4 PM from Monday to Thursday.

Express shipping is only available for in-stock items and certain restrictions may apply.

Yes, we also ship to DHL Packstations. Please note that the maximum parcel size is 75 x 60 x 40 cm.

To use a Packstation:

1. Enter "Packstation" or "Postfiliale" in the street field and the Packstation number in the house number field.
2. Enter your DHL customer number in the address addition field.
3. Enter the postal code and city of the desired Packstation.

Shipping providers may occasionally experience delays. According to the carriers, action is generally only required if the tracking status does not change for 5 to 7 business days.

All delivery dates provided are estimates only. In most cases they are accurate, but they are not binding.

If a parcel arrives damaged and it is clear that the goods are damaged, please refuse acceptance and contact our customer service or complaints department immediately.