This page brings together information on shipping, delivery, returns and repairs. It applies together with our terms and conditions. Terms and conditions.
Taxes and import clearance
Deliveries within the European Union
For deliveries within the EU VAT territory, our prices include VAT at the rate applicable in the destination country. There is therefore no customs clearance, customs duty or other additional taxation between EU countries. The amount is calculated using the delivery address supplied at checkout.
The Canary Islands, Ceuta, Melilla and other territories with special tax arrangements are treated differently and may be subject to local taxes and import procedures.
Deliveries outside the European Union
For exports to destinations outside the European Union, our prices do not include Spanish VAT. The purchase may be subject to import taxes, any applicable customs duty and clearance fees in the destination country.
These charges are not included in product prices or shipping costs and are payable by the buyer.
The carrier or its customs representative will handle clearance, so the buyer will not need to carry out the customs procedures personally. The carrier will contact the recipient if it requires information, documents or payment of the relevant charges.
To avoid delays, the recipient must respond promptly to these requests. Failure to respond or pay may result in storage, return of the parcel or other costs, which will be explained and substantiated.
Information for customers in the United Kingdom
The United Kingdom is no longer part of the European Union. Orders shipped to Great Britain—England, Scotland and Wales—do not include Spanish VAT. This does not mean that they are tax-free: they are subject to the UK tax rules for imports.
Where charges are collected at destination, the carrier will advise you of the amount and provide instructions for payment before delivery.
Northern Ireland is treated differently: for orders delivered there, we include the applicable UK VAT at checkout.
Declaring the goods
We declare the contents and value of products accurately. We do not declare values lower than the actual amounts or describe commercial purchases as gifts.
Order preparation and shipping
Orders are normally prepared within 3 to 10 working days after receipt of payment.
Many of our guitars are supplied directly by the manufacturer or luthier after an order is placed and may still be undergoing finishing. Some models therefore require additional time.
If a delay takes preparation beyond our standard timeframe, we will inform the customer of the revised estimate so that they can decide whether to keep or cancel the order, subject to the specific terms for personalised orders already confirmed to the manufacturer.
Orders are shipped by FedEx, DHL, SEUR, DPD, GLS or other carriers suitable for the destination. Guitar From Spain offers a choice of carriers but reserves the right to select the one it considers most suitable for each shipment or destination in order to provide the best service in each case. Tracking details will be provided after dispatch.
Once dispatched, transit usually takes 2 to 7 working days, depending on the destination. Customs clearance or other transport circumstances may cause additional delays.
Where an instrument requires CITES certificates or other permits, preparation may be affected by the relevant authorities' processing times. We will advise you when this applies to your order.
Orders during August
Some manufacturers close for holidays in August. If order preparation exceeds our standard 10-working-day timeframe and the customer keeps the order until the end of August, we will refund 5% of the total amount paid for the order.
Shipping costs and packaging
You can check shipping costs using the shipping calculator tab on each product page. The cost for the complete order will be displayed during checkout before payment is confirmed.
Shipping costs include handling, packaging and transport.
Our standard rates are calculated for a guitar box measuring approximately 49 × 19 × 114 cm, which can hold one guitar, with or without a case, and small accessories such as strings, tuners or straps.
Orders exceeding this capacity may require additional charges. If so, we will advise the customer of the amount so that they can accept it or cancel the order.
We recommend placing all items in a single order. We do not automatically combine orders placed separately; each will have its own shipping costs.
Protecting the instrument
All our guitars are shipped insured and in protective packaging.
Although not essential, we recommend buying a case with your guitar. As well as providing additional protection in transit, it allows you to store and transport the instrument appropriately after delivery.
Delivery dates and transport incidents
Deliveries are made by independent carriers. Their delivery dates are estimates and may change for various reasons affecting the expected date.
A delay beyond an estimated delivery date does not, in itself, entitle the customer to a refund of shipping costs. If a premium service with an expressly guaranteed date has been booked and the commitment is not met, the difference between that service and standard shipping will be refunded in accordance with the booked service's terms.
It may take up to 10 working days for that refund to appear in the account.
Failed deliveries and parcels not received
The customer must provide a complete, correct address and arrange to receive the order. We recommend being present at delivery to check the packaging and, where possible, the product.
If you cannot receive the parcel on the first attempt, you must follow the carrier's instructions to arrange redelivery or collection within the available holding period.
If the parcel is returned to our premises for a reason attributable to the recipient, we may request payment of substantiated return costs and, where applicable, the cost of dispatching it again.
Dates supplied by carriers are indicative and are not a firm commitment unless a service with a guaranteed date has been expressly booked.
If the delay exceeds 10 days after the estimated delivery date, we recommend contacting us to investigate the shipment's whereabouts. You may contact us sooner if you identify a problem or need tracking information.
Deliveries without a signature or to alternative locations
If the customer expressly authorises the carrier to leave the parcel without a signature, in an unattended place or at an alternative location, they must take into account the risks of theft, access by third parties or exposure to the weather.
Guitar From Spain will not be responsible for loss, theft or deterioration occurring after the parcel has been left in accordance with those instructions and as a consequence of the delivery arrangement authorised by the customer.
This limitation does not cover damage occurring before the parcel is left or cases where the carrier fails to follow the instructions received. Keep the authorisation to help establish the circumstances of any incident.
Damage in transit
Check the shipment's condition on receipt. If you notice dents, tears, moisture or other visible damage, record it in writing on the carrier's proof of delivery.
Inspect the contents as soon as possible. If you find damage, notify the carrier and [email protected] immediately, attaching photographs of the instrument, box and protective materials.
Failing to record observations at delivery may make it harder to prove the damage and pursue a claim against the carrier.
We recommend reporting the incident within the first 24 hours to facilitate handling with the carrier and insurer. Concealed damage should be reported as soon as it is discovered.
Keep the packaging and protective materials while the incident is investigated. We will explain how to proceed and, if necessary, how to arrange collection or return.
Change-of-mind returns
Our aim is for you to be satisfied with your purchase. If you wish to return a product because you have changed your mind, you must notify us within 14 calendar days of receipt, subject to the exceptions applicable to personalised orders.
You can email [email protected] or use our contact form. Include the order number and the items you wish to return.
We will provide the return address and instructions, together with the customs documentation needed where applicable. If you are allocated a returns code, include it in the parcel to help identify it.
The product must be dispatched within 14 calendar days after notification.
Return shipping and packaging
Original shipping costs are non-refundable. The buyer also pays the cost of return shipping.
Use a service suitable for the instrument's value and fragility, with tracking and sufficient protection. We recommend insuring the return shipment.
Keep and use the original packaging wherever possible. If it is no longer available, use packaging that adequately protects the product. Include all supplied accessories and components.
For international returns, follow the documentation instructions we provide and identify the shipment as returned goods. This identification does not replace any documents or procedures required by customs.
Product condition and reconditioning
The returns period allows you to examine the product and check its characteristics and operation. Extended use, performances or recording sessions, modifications and other handling beyond those checks may affect its condition and value.
Returned guitars undergo a technical inspection before being offered for sale again.
We apply a standard reconditioning charge of 10% of the price actually paid for the guitar, excluding shipping and accessories. This covers inspection, cleaning, checks, setup adjustments and replacement strings where needed.
If the instrument has scratches, dents, wear, modifications, missing components or other additional deterioration, we will carry out a documented assessment based on its condition.
We will explain the findings and the basis for any additional deduction, taking account of amounts already covered by the 10% charge to avoid charging twice for the same loss.
These charges apply to change-of-mind returns. They do not apply to returns due to defects, damage occurring before delivery, incorrect items supplied or breaches attributable to Guitar From Spain.
Refunds
After receiving the product, we will check its condition and notify you of the refund amount and any deductions.
The refund will be made using the original payment method unless another method is agreed that does not entail charges for the consumer.
It will be processed within the applicable timeframe. Where the statutory period of 14 calendar days from notification of withdrawal applies, we may withhold the refund until we receive the product.
Exchange-rate differences applied by the bank or payment provider may mean that the amount received in another currency differs from the original amount paid.
Special and personalised orders
Instruments made to the customer's specifications or clearly personalised are excluded from the right of withdrawal where applicable.
The personalisation and order terms will be explained before the contract is concluded. Ordering an out-of-stock catalogue model from the manufacturer does not, in itself, make it a personalised order.
For guitars built exclusively to the customer's specifications, an advance payment of 50% of the instrument's price will be required.
You may cancel before Guitar From Spain confirms the commission to the manufacturer. In that case, the advance payment will be refunded in full.
Once the commission has been confirmed to the manufacturer, the order cannot be cancelled because of a change of mind and the 50% advance payment is non-refundable for that reason. We will notify you of that confirmation in writing.
This does not affect any rights arising from a breach by Guitar From Spain or a lack of conformity of the instrument.
Modifications and personalisation are carried out by the manufacturer itself. Exclusion of the right of withdrawal does not affect the manufacturer's official warranty, which applies to the instrument in its personalised configuration under the warranty terms, or statutory rights concerning conformity.
Warranty and repairs
All guitars and accessories we sell carry the manufacturer's warranty. Its duration, coverage and procedure depend on the manufacturer's terms. This warranty is additional to any statutory rights against the seller.
To report a possible defect, contact [email protected] with the order number and a description of the issue. Attach photographs or videos where useful.
The manufacturer or its authorised service centre will assess the instrument and determine, under the terms of its commercial warranty, whether the issue is a covered defect or results from wear, misuse or another excluded cause. Guitar From Spain will manage the process and inform the customer of the assessment's outcome.
If the repair is not covered, acceptance of a quotation will be requested before it is carried out.
Repair procedure
We do not have an in-house repair department. Products are sent to the manufacturer or the authorised service centre it appoints.
Processing may take up to six weeks, depending on the issue, service-centre availability and transport required. We will advise you of the expected timeframe and any material delays known to us.
For repairs subject exclusively to the manufacturer's commercial warranty, the customer must deliver the product to and collect it from Guitar From Spain's premises, using whatever means they consider appropriate and paying the transport and customs costs applicable in both directions.
Guitar From Spain will arrange and pay for shipping to and from the manufacturer or its authorised service centre from our premises.
Work covered by the statutory guarantee will be handled in accordance with its requirements for service free of charge.
Contact us before sending a product to agree the procedure and any applicable costs. Do not send items with carriage payable by the recipient without prior agreement.
All instruments must be suitably packaged for transport. If you need help preparing the shipment, contact us before dispatch.
Returns address and contact
Unless we provide a different address for a particular case:
Emotional Trading S.L.
Cerro del Castillo, 10
28450 Collado Mediano
Madrid, Spain.
Email: [email protected].
You may use these contact details for enquiries, return requests and complaints.