QUESTIONS FREQUENTES






I would like some advice before ordering

Our team of product managers, each one specialized in their fields, are available to answer your questions: by phone at the +33 3 20 88 85 85 or by e-mail at hotline@euroguitar.com. Do not hesitate to contact us if you ever need advice.

Back to the list


I would like to order – How do I proceed?

When you open the EUROGUITAR website, the starting page shows differents tabs, each tab brings you directly to a category of products. By clicking on a category of products you have access to each of its subcategories (Example: Guitar>Electric Guitar). If you find the article you’re looking for, click on it to see the content of the product page. Now, you just have to click on “Add to cart” to add the product to your shopping list. Right after, a window will open offering you either to “continue shopping” or “go to cart”. By selecting “go to cart” you will be able to check out by selecting “Go to checkout”. If you are not already registered, you just have to create an account and fill in the method of delivery as well as the payment method

Back to the list


I cannot find the product I am looking for – what should I do?

You can reach our hotline at the 03 20 88 85 85 (Monday to Saturday, 9h-19h) or per e-mail at hotline@euroguitar.com. In most of the cases, we will be able to quicky add this product to our offer in order to answer your needs at the best price!

Back to the list


What happen then with my order?

After ordering on Eurogutiar, you will receive a confirmation e-mail. Then a new e-mail will be sent for each update of your order, until it is completely sent. With the order tracking number, you will be able to follow your order on the carrier website. You can also see the progress of the order by logging in to your account on EUROGUITAR and selecting the “My orders” tab.

Back to the list


I received an e-mail confirming that my order has been sent but I did not receive anything

After ordering on Euroguitar, you will receive a confirmation e-mail. Then a new e-mail will be sent for each update of your order, until it is completely sent. With the order tracking number, you will be able to follow your order on the carrier website. You can also see the progress of the order by logging in to your account on EUROGUITAR and selecting the “My orders” tab.

Back to the list


I did not receive all of the products I ordered

For a multiple products order, they may be sent in different packages. A slight delay between different packages may then occur. In that case, don’t hesitate to send us a mail immediately at hotline@euroguitar.com indicating us your order number and we will make sure that everything is in order.

Back to the list


I did not receive the right item

Contact us by e-mail or phone, give us your order number, which item you ordered and which item you received and we will proceed to an exchange.

Back to the list


I received my order and my product does not work

If you product does not work a few days after you have received it, contact our customer service per phone or e-mail, specify your order number, the failure and the serial number of the product. A return form to be filled will be sent to you, so that you can return the product to our customer service.

Back to the list


How do I send an item back?

In accordance with our terms of sales, any article can be subject to the return right, by exchange or refund, except products where it is specified otherwise such as: Personalized products following a special demand of the customer as well as products sold as result of a clearance sale, softwares, audio or video recording products when the protective film has been removed. Starting from the day you received the order, you have 60 days to send your item back. The cost of return is assumed by the customer.

To return your product please follow the following steps: 1. Fill in the return form
2. Pack meticulously your product in its original packaging including accessories and manual. Add the filled out return form as well as a copy of the invoice in the package. Items that are returned tarnished, uncomplete or damaged will not be taken.
3. Send the package to:

EUROGUITAR
36, Rue du Littré
59000 LILLE France

Please note that cash against delivery packet won’t be accepted. In the case of a refund: We are commited to offer you a refund in less than 15 days after we receive the products. If you paid with cash, you will be refunded through any mean of payment or a credit note if wanted, but if you bought the item on credit, the credit will be canceled and the paid amount will be refunded.

In the case of an exchange: If the amount of the new order is higher, the customer will have to pay the difference along with the demande of exchange. On the contrary, if the new order is cheaper than the first transaction, the customer will receive a check or a coupon (to use on the website) as a refund. We can also offer a credit on your next order. In the case of a credit payment, the credit will be canceled.

Back to the list


How can I pay my order:

By credit card (CB, VISA & MASTERCARD)
It’s probably the quickest way to pay. The SSL protocol we are currently using guarantees a total security over your data. By Paypal

if you already have a Paypal account, you just have to log in with your credentials and validate the payment. If you don’t, you can also create a Paypal account. After validation of the payment by PayPal, your account will be charged and your order will leave our premises. If you return your items you will be refunded on your Paypal account.

By bank transfer:

IBAN (International Bank Account Number) : FR76 3006 6108 2100 0105 8070 114
BIC (Bank Indentifier Code) : CMCIFRPP
Bank: CIC Paris Martyrs – 57, rue des martyrs - 75009 Paris


Back to the list


How are online payments secured ?

We take your privacy and the protection of your personal data extremely seriously. During the payment our server encrypt the data transmission via a specific SSL key and transmit them directly to our bank without any third party involved

Back to the list


Why are the prices changing?

Our whole team is always on the vigil to guarantee you the lowest prices. That is why, some prices may fluctuate from one day to another. Moreover, our suppliers can change their prices without warning, which can have an effect on price, positive or negative. The prices indicated on the website are guaranteed for the period where it is online. EUROGUITAR reserves the right to change its prices anytime BUT products will be charged for the price they had at the time of the order if they are available.

Back to the list


I found the same product somewhere else, but cheaper, what do you offer?

We regularly check our prices in order to keep our prices at the lowest. But if you find an item cheaper somewhere else, contact us by phone at the +33 3 20 88 85 85 (Monday to Saturday, 09:00-19:00).

Back to the list


What are the means of delivery?

En fonction des articles commandés, nous vous proposons automatiquement le choix de plusieurs modes de transport.

EUROGUITAR entrust its deliveries to the following companies:

• TNT and La Poste for delivery in France and abroad.
• La Poste Colissimo for delivery in a pick-up point in France under 20kg
• CALBERSON for home delivery of heavy packages.

Please note that acoustic pianos are only delivered to the ground floor, you can ask for a delivery on another floor but it will be charged extra by the delivery service.

Please also note that our partners will carry through your order until the border, it will then be transferred to a carrier of the country of delivery.

IN STORE PICK-UP: you also can pick up your order in our store, EUROGUITAR, 36 rue Littré à LILLE, as soon as you receive an e-mail or sms saying that your order is ready. You will be able to come pick up your order within 8 working days, with an ID.

Back to the list


How much does the delivery cost?

The delivery fees change according to the country of delivery. For France, it is free for order of more than 49€. In any other cases, the delivery fees are clearly stated when ordering. Any delivery of an order weighing more than 100kg will need the creation of a special quotation.

Back to the list


Can my order be delivered to another address than where I live?

Yes, under the only condition that the billing address is the address of the ower of the credit card that has been used for the payment. We refuse to deliver goods to anyone on any workplace.

Back to the list


Are all of the ordered products send together?

Usually yes, but sometimes due to the unavailability of some products, we have to send them separately. If so, Euroguitar is commited not to charge you the delivery fees more than once.

Back to the list


Are the products insured during the transport?

Of course the items of your order are insured by EUROGUITAR to their real value.

Back to the list