Frequently asked questions
For Dutch click here
What payment methods do you accept?
We accept payments by Visa / Mastercard / PayPal / iDeal / Sofort banking / Bancontact / Maestro / Giropay.
How can I contact you?
You can find our contact details here.
My payment by credit card was declined - can you help?
If your payment by credit card is declined, there could be many reasons for this (credit maximum exceeded, card expired, card blocked, card doesn’t have 3D Secure enabled.
Please note that our payment provider only accepts credit cards that use 3D Secure.
The 3D Secure solution is marketed under different names as well, for example Verified by Visa, Mastercard SecureCode, J/Secure
3D Secure is most often an extra step in the payment process where the cardholder enters a number/code that has been sent to his/her mobile phone during the payment process for extra verification.
In order to sign up your credit card for this, please contact your bank or credit card issuer directly or check their website for further instructions.
What is the estimated Handling/delivery time?
All products in stock are shipped to you within 48 hours (during business days) after you place your order.
Products that are available for pre-order are shipped to you within 2 to 4 business days after you place your order.
Orders are processed from Monday through Friday excluding weekends and Dutch holidays.
The estimated delivery time in The Netherlands is between 1 to 2 business days after shipping.
The estimated delivery time to Belgium is between 1 to 2 business days after shipping.
The estimated delivery time to Germany, France, Luxembourg, Denmark, Austria, Finland is between 2 to 6 business days after shipping.
The estimated delivery time to Bulgaria, United Kingdom, Romania, Poland, Ireland, Sweden, Estonia, Latvia, Slovenia, Croatia, Czechia, Hungary, Switzerland, Norway, lithuania, Slovakia is between 4 to 10 business days after shipping.
The estimated delivery time to Monaco, Greece, Iceland, Isle of Men, Guernsey, Serbia is between 4 to 12 business days after shipping.
The estimated delivery time to Italy, Spain, Portugal is between 4 to 10 business days after shipping.
The estimated delivery time to the USA, French Guiana, Argentina is between 4 to 9 business days after shipping (UPS express).
The estimated delivery time to New Zealand, Canada, Australia, Israel, Japan is between 7 to 21 business days after shipping.
We ship all orders with track & trace.
I have a valid business Vat number and my company is located in the European Union. Can I buy Vat free?
Yes no problem! Send us an e-mail with your company details and valid Vat number.
We can sign you up for a Vat free account and you can view all prices without Vat when you are logged into your account.
We can offer special B2B arrangements for European Union business customers.
Does all prices on your website include Vat?
Yes all prices displayed on our website include 21% Vat for The Netherlands.
The final Vat total and price will be calculated during checkout depending on your shipping country.
For example: if you are located in Germany you pay 19% Vat and if you are located in Luxembourg the Vat will be 17%.
Every European Union customer will pay their own country Vat rate during checkout.
If you are located outside the European Union, all orders are charged with 0% Vat.
The Vat for your country will be calculated automatically during checkout when you select your shipping country in the address field.
What are the shipping costs to my country?
If you want to check the shipping costs and transit time to your country click here.
What are your bankdetails?
Account name: Custom World Guitar Parts. IBAN: NL14INGB0004439943 - BIC: INGBNL2A - Amsterdam/Netherlands.
I already placed my order but I want to add another item to my order, what should I do?
No problem, just send us an e-mail immediately with your order number and the item number from the item that you want you add to your order.
We will send you a payment request without extra shipping costs for the added item.
I placed an order but I did not receive the order confirmation:
The order confirmation and invoice were send to the email address you placed the order with. If you did not receive the order confirmation check your spam-folder first.
Sometimes the order confirmation can accidentally end up in the spam-folder or unwanted mail folder from your e-mail account.
Measurements guitar parts:
Unfortunately guitar parts are not "one size fits all" due to different models and brands.
Always check the size or brand before buying mentioned in the item description so you know it will fit your guitar or bass correctly.
If you need additional sizes or information just let us know before buying, so we can measure it for you.
I received a tracking number for my order:
We ship by PostNL and DPD depending on your shipping country.
Keep track of your parcel with the trackingnumber you received.
Sometimes the shipping company needs additional information or you need to collect your parcel at a local pickup point.
Please pick up your parcel in time before it's returned back to us.
If the package is not collected or refused at the delivery address and returned back to our warehouse, we will refund you less shipping costs when the package is back at our warehouse.
Do you have a store that I can visit?
We don't have a store open to the public. We pack and ship all our online orders from our warehouse.
It's not possible to fit, try and view parts at our warehouse since we don't have a showroom or store open to the public.
I placed an order but I can not check the status when I log into my account?
You can only view orders when you placed them with your account. If you opened an account after you placed your order the order will not be visible in your account.
Future orders placed with your account will be visible in your account.
I have changed my mind can I cancel my order prior before shipping?
Yes no problem but we we will have to charge a 15% restocking fee for every pre-cancelled order.
It's passed the estimated delivery time but I haven't received my order?
The best way to determine the status of your shipment is to check the shipping information with the tracking number you received.
Also check if you entered the correct address for delivery.
Please contact us at info@customworldguitarparts.com when it's past the estimated delivery time so we can check the status for you.
My address was not correct while placing the order:
Contact us immediately before your order is shipped so we can change the address in time.
Make sure the address you provided while placing your order is fully correct.
We are not responsible if the shipment is returned back to us due to an incorrect address.
If we need to reship your order we will send you a payment request for the shipping costs.
Can I exchange the product I received?
If you would like a different model, size or colour, please return your unwanted item according to our return policy and place a new order.
I want to return my order, do you have a return Policy?
Yes you can read our return Policy here.
Please note that we only accept a return if you let us know within 14 days after receiving the product.
If you can't find the answer you are looking for you can contact us.