Frequent Asked Questions

Don't worry, you must go to this link and introduce the e-mail account you used to sign up in {SHOP_NAME}. Once you have done that, you will receive an e-mail(*) with the instructions to activate your new password.

*If you haven’t received our e-mail in a reasonable time, please check your junk folder.

You can easily find the items you are looking for in any of the following ways:

• Writing the word in the search engine located in the upper side of the page.

• Using the menu, where you will find our products organized by categories.

The products marketed by {SHOP_NAME} are new and in original packaging.

A small number of products grouped under the "Outlet" category which, despite being new, have been exposed out of their packaging over a period of more than one month in MusiCanarias outlets. These items may not have their original packaging, or show minor cosmetic damage resulting from the time spent in retail exposures; for this reason, they are offered with great discounts.

In the lower part of the website you can see a textbox called "Newsletter", in wich you must write your e-mail to subscribe and receive all of our offers and novelties.

In {SHOP_NAME} we offer you several ways to contact us:

• By phone, in (+34) 922 821 664 we will help you from Monday through Friday, from 9,30h to 19h.

• Sending us a message through the chat, in wich our agents will be available from Monday trough Friday, from 9,30h to 19h. If they cannot give you an immediate answer, they will contact you as quickly as possible.

• Sending us an email to {SHOP_EMAIL}.

• Using our contact form.

No. Product prices are in {CURRENT_CURRENCY_NAME} including VAT, not including transport, and are only applicable if the purchase is made through the website.

For more information on shipping costs, visit this link.

To pay for the products included in the basket, you can choose from different payment methods. All information on this is in our payment section.

Buying at Musicanarias.com is safe. Your personal information is treated securely and are not provided under any circumstances to third parties under the Personal Data Protection Law.

{SHOP_NAME} uses the SSL protocol, which guarantees confidentiality in communication between the client, musicanarias.com and the virtual POS of the bank, since the entire dialogue is SSL 3.0 with 128-bit encryption keys. We also have the functionality of credit card details being required from a HTML page directly presented by the virtual POS of the bank, rather than musicanarias.com; so firstly, you are guaranteed that these details always travel properly encrypted through the network and, secondly, they are never provided to musicanarias.com.

Finally, all communications to the virtual POS of the bank are protected by an electronic signature. Thereby, preventing a third party from being able to manipulate any data, between sending data from musicanarias.com to the virtual POS of the bank.

Our shipping deadlines vary according to the selected method. Thus, depending on the characteristics of each product and the geographical location, delivery time will generally range between 2 and 7 working days. For more information, see our shipping section.

Yes, you can give a different delivery address without problems, as long as such address is within the same country of the invoice addres.

And remember: it is not possible to change the delivery address once your order has been sent.

There are two ways to check if your order has been made correctly:

• In the last page of the order there must be an order number with the following format : #000000

• You should receive a confirmation e-mail around 5 and 30 minutes after your purchase.

From "My account" part you can track your order in any moment. Click on “My orders” and it will show you one of the following status:

• Pending: we have received your order correctly and it will be processed as son as posible.

• Preparing: we are preparing your order and will be sent soon.

• Sent: your product has been sent.

You can track your order, or well, try to arrange the delivery contacting the transportation agency that will deliver it, providing them your order number.

Let us know and we will arrange to exchange and/or repair the product immediately. You will only be billed for the first shipment, with {SHOP_NAME} assuming responsibility of the corresponding delivery costs for the return and new shipment. Similarly, if the product received does not correspond to the order, {SHOP_NAME} shall cover the cost of collecting the wrong product and delivery accordingly.

Most products purchased at MUSICANARIAS can be returned, as long as they are in perfect condition and unassembled, including accessories, documentation and packaging. Otherwise, the return is still possible but the asset will suffer depreciation. Our customers are reminded that it is recommended that the packaging comes in perfect condition.

You have the right to withdraw within a period of 14 calendar days without the need for justification. Check below the right of withdrawal detailed in our purchase conditions:

You have the right to withdraw from this contract within a period of 14 calendar days without the need for justification.

The withdrawal period will expire 14 calendar days from the day on which you or a third party indicated by you, other than the carrier, acquired material possession of the goods.

To exercise the right of withdrawal, you must contact us at: Musicanarias, S.L.U., at Rambla de Pulido nº60, Santa Cruz de Tenerife (Spain); or at info@musicanarias.com; communicating your decision to withdraw from the contract through an unequivocal statement (for example, a letter sent by post or email). You may use the model withdrawal form below, although its use is not mandatory.

To comply with the withdrawal period, it is sufficient for the communication regarding your exercise of this right to be sent before the corresponding period expires.

Consequences of withdrawal:

In case of withdrawal on your part, we will return the payment received from you with the exception of shipping costs in the event that the management of the return shipping of the product is managed by Musicanarias. If the customer manages the return shipment of the product, the refund of payment will be complete.

The return of payment will be carried out without any undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will proceed to make said refund using the same payment method used by you for the initial transaction, unless you have expressly provided otherwise; In any case, you will not incur any expenses as a result of the refund. We may withhold reimbursement until we have received the goods, or until you have provided proof of return of the goods, whichever condition comes first.

You must return or hand over the goods directly to us without any undue delay and, in any case, no later than 14 calendar days from the date on which you notify us of your decision to withdraw from the contract. The deadline will be considered met if you return the goods before said deadline has expired.

You must assume the direct cost of returning the goods.

You will only be responsible for the decrease in value of the goods resulting from handling other than that necessary to establish the nature, characteristics and functioning of the goods.

Find the Musicanarias withdrawal form at this link.

Instruments or apparatus purchased at our online store are guaranteed for THREE YEARS from the date of sale registered on the purchase invoice. For more information, see the section "Warranty".