Frequently asked questions

 

 

  • What payment method do you accept?
    We accept payment via creditcard Visa / Mastercard / PayPal / banktransfer / Maestro / Ideal / Giropay / Mister cash / Sofort banking.


    How fast will my order ship after payment?
    The products from our website that are in stock will ship within 1 to 3 business days after your payment.
    Orders are processed from Monday through Friday excluding weekends and holidays.

  • I have a valid Vat number and my company is located in the European Union. Can I buy Vat free?
    Yes no problem, make an account on our website and fill in your company details + Vat number. Send us an email that you want to buy Vat free. We can sign you up for a Vat free account and you can view all prices without Vat when you log in with your account.

  • Does all prices on your website include Vat?
    Yes all prices on our website include 21% Vat for all countries within the European Union. All other countries will buy without 21% Vat.
    This will be calculated automatically during checkout when you enter your shipping country.

  • When will I receive my order after shipping?
    Netherlands 1 to 2 business days after shipping and 2 to 12 business days for all countries within Europe. 4 to 21 business days to the USA/Worldwide. By knowing the estimated delivery time you can determine how long it will take to receive the item. Business days are normal weekdays. Saturdays and Sundays and major holidays do not count as business days, keep this in mind when you calculate the estimated delivery time.

    The item was in stock when I placed my order but I received a message that my item is in back order, why?
    Because we sell our guitar parts at different sources like guitar shows, local pickups, eBay, it could be possible that items are out of stock. We constantly try to update our inventory on this website to ensure the items you purchase are in stock and ready to ship. In some rare occasions the stock status is not up to date. We will inform you immediately when an item is out of stock and we will let you know the delivery time. If you want to be 100% sure that an item is in stock before you place the order you can send an e-mail to info@customworldguitarparts.com. Our e-mail is monitored several times a day so you will receive a fast answer by e-mail.

    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. We will send you a payment request without extra shipping costs for the added item.

    I received a tracking number for my order:
    We ship with PostNL and DPD. 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.

    Do you have a privacy policy?
    Yes you can read our privacy policy in English here and for Dutch click here. 

    Do you have a local pickup?
    It's possible but only available for orders above €50,00 euro. You can place your order through our website. You can choose the pickup option during checkout when your total order is above €50,00 euro. (Only available for the Netherlands). You can pay for your order and we can make an appointment for the local pickup during business hours from Tuesday to Friday. We will contact you for an appointment after you placed your order. It's not possible to pickup an order without an appointment (no exceptions). We don't have a showroom and our warehouse is not 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. Only future orders placed with your account will be visible in your account.

    Can I contact you for technical support?
    Yes no problem, we are guitar builders ourselves and we are always happy to answer any question by e-mail regarding any of our products so we can share our expertise with our customers.

    Handling time backorder:
    We constantly update our inventory and our website to ensure the items you purchase are in stock and ready to ship. In the rare occasion that we have a backorder issue we will handle it as quickly as possible. How we handle a backorder depends on the time it takes to have the item back in stock. If the lead time is less than 1 week we will hold the order and ship when the item arrives. If the lead time is more than a week, we will ship a partial order and send the backorder item seperately. On discontinued items or items on long-term backorder at a supplier, we will issue a refund.

    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. If it was shipped without tracking you received a shipping notification to your e-mail address with the estimated delivery time. Also check if you entered the correct address for delivery. Please contact us 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.  

    Do you have a International return policy?
    Do you want to return something? No problem! Returns will be accepted within 14 days after you received your product. The product must be returned in brand new condition and in the same condition you received it. You'll be responsible for the cost of returning the product back to our warehouse. The goods are your responsibility until they reach our warehouse, so make sure they're packed up properly and can't get damaged on the way back to us. Make sure you use a postal service that insures you for the value of the product you are returning and obtain proof of posting. If you are returning a pickguard or a back plate make sure you didn't remove the protective foil from the front of the pickguard or back plate. We will not accept returns if changes were made to the product to your own specifications or if the item we received is damaged. After inspecting your return, we will issue a refund for the product to the original payment method used. We will refund you within 7 days after we accepted the product in brand new condition. We try hard to accept all returns but in the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. Notify us by e-mail info@customworldguitarparts.com if you want to return your product. You will receive the return address and instructions. We can not accept returns after the 14 day return period.

 

 For Dutch click here