FAQ

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Shipping costs are free for orders over 35€. If the order is less than 35€ the shipping costs are 3,99€ (Spain mainland, Canary Islands and Portugal)

For the Balearic Islands shipping costs are free on purchases over 50€. If the order is less than 50€ the shipping costs are 5€.

},{"tab_title": "2. Do you ship to other countries? What are the shipping costs?", "tab_content":""

- Shipping costs Italy, UK and France: FREE shipping costs for purchases over 90€. Shipping costs of 10€ for purchases equal to or less than 90€

-Shipping costs for Germany, the Netherlands, Austria, Belgium, Sweden, Romania, the Netherlands, Poland and Luxembourg: 12 € regardless of the amount of the purchase.

-Shipping costs for USA, Andorra, Brazil, Finland, Iceland, Gibraltar, Israel, Morocco and Turkey: 30€ regardless of the amount of the purchase.

-Shipping costs for Mexico, Algeria, Gibraltar, Canada, Hungary: 35€ regardless of the amount of the purchase.

- Shipping costs for Australia, Chile, Colombia, New Zealand: 45€ regardless of the amount of the purchase.

},{"tab_title": "3. Which freight forwarder do you work with?", "tab_content":""

Express post.

",{"tab_title": "4. What happens if the carrier comes to the house and we are not home?", "tab_content":""

If you do not meet the courier, please contact us at 965360915 or via WhatsApp at 652 868 114 to request a new delivery.

If you cannot be at the address indicated to receive the package, you can prepay the order and we will drop it off at the nearest ordinary post office.

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Our current delivery time is approximately 2/3 working days, unless we have a stock problem.

If you need to speed up the delivery time, write us a private message or call us at 965360915 and we will speed it up.

When the order leaves our facilities we send you an email to inform you of the shipment. From that email the transport takes 24/48 hours approximately. Outside Spain the transport takes 48/72 hours.

If you have any problems with the transport agency, please contact us directly at 965360915 from 10:00 to 18:00 and we will arrange a new delivery.

In the Canary Islands, USA and Mexico the order can take up to 15 days.

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Payment methods for Spain (including the Islands):

* Credit / Debit Card

* Paypal. Payment through the Paypal platform involves a surcharge of €1.5 per order.

* Cash on delivery (You can pay conveniently when you receive your order at home. This payment method has an additional cost of €2 per order as a handling fee.

This payment method is excluded from the Canary Islands.

* Put me offPay any amount of your purchases in easy instalments up to 36 instalments. If your purchase is less than €50, pay in 4 months interest-free.

* Bizum

* Scalapay: pay your purchase in 3 interest-free instalments.

Portugal:

- Credit card.

- Paypal (surcharge 1,50€)

- Scalapay

- Cash on delivery (surcharge 2€ )

- Mbway

- Multibank

Italy:

- Credit card.

- Paypal (surcharge 1,50€)

- Scalapay

- Cash on delivery (surcharge 7€ )

- Money

- MyBank

Payment methods for other countries: redsys and paypal ( SURCHARGE 1,50€)

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"settings":{"section_title":"", "tabs":[{"tab_title": "7. how do I process a return?", "tab_content":"", "tab_content":""

You can make your return online in your order history:

1. My account -> 2. History and details of my orders.

In the order history you must select the option "Return products" in the order you wish to return.

If you need help to process it you can send us an email to our email address [email protected], or if you prefer, call us at 965360915 from Monday to Friday from 09:00 to 13:00.

There are two options for making a return:

- We can send a label to deliver the parcel to your nearest post office.

- We can send a courier to the address you specify.

"},{"tab_title": "8.How long do I have to make a return?", "tab_content":""

The deadline to return an order is 30 calendar days from the day you receive the order.

",{"tab_title": "9.Are returns free of charge?", "tab_content":""

Yes, as long as you deliver your parcel to an INpost collection point. Through our return system you generate a label to deliver the parcel to an Inpost collection point. This option is free. For the return to be free of charge, at least one of the items included in the return must be equal to or greater than 14,99€.

In case of the Balearic Islands returns have a cost of 5 € Canary Islands: the return will be charged to the customer. If you prefer to do it with us the return has a cost of 9€

Other countries: 10€. You must request the label from our customer service department and you will be able to return it to the nearest point. Or if you prefer, you can return the product yourself.

"},{"tab_title": "10.Can I make a change to an article?", "tab_content":""

Yes! To exchange an item you must contact our customer service team.

We send the courier with the new one you want to order and when he comes you give him the one you have at home. The cost of this service is 5€.

"},{"tab_title": "11.How do I get my money back for my refund? How long does it take?", "tab_content":""

The refund will be made using the same payment method used to make the purchase.

If payment was made by cash on delivery, we need an account number from you in order to be able to make the payment.

The refund is effective within approximately 4 working days.

"},{"tab_title": "12.I have received a defective item, how should I proceed?", "tab_content":""

In case of a defective item please send us a photo via WhatsApp or email to [email protected] and we will send you a courier with a new item in perfect condition to make the exchange.

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You can log in to your Pianno 39 account to view your pending order history. MY ACCOUNT -> My orders.

As long as the order is in our facilities, the status is "Preparation in progress"

or "Payment Accepted", depending on the payment method.

When the order is in "Pending items" the order is being handled by the shipping department.

Our current delivery time is approx. 2/3 working days, unless we have a stock problem.

In the Canary Islands, USA and Mexico the order can be delayed up to 15 days.

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Send us an e-mail to [email protected] and we will contact you as soon as possible.

If your order is destined for a country outside the European Union, it may be subject to tariffs, taxes or other charges due to local or customs laws.

The buyer shall bear all customs costs associated with the import of the product. For customs reasons, the order may also be delayed.

",{"tab_title": "15.How can I cancel an order?", "tab_content":""

You can cancel your order via the website in your order history: 1. My Account -> 2.

In the order history you must select the option "Cancel order" in the order you wish to cancel.

In the event that the order is paid for, we will proceed to refund the amount in the same method in which you made the payment.

"},{"tab_title": "16.How can I change my address within an order?", "tab_content":""

You can change your address via the website in your order history: 1. My account -> 2.

Within my addresses you should delete all the incorrect ones and leave only one of them.

In the only address you have pending, you must select the option "my addresses" and enter the correct address.

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If you need an urgent consultation call us at 965360915 from 09:00 to 15:00. In case we do not answer the call at the time, we will return it as soon as possible.

If you prefer, you can write us an e-mail to [email protected]

You can also write us a private message via Facebook Messenger or Instagram. Or if you prefer you can write us a WhatsApp to 652 868 114. Messages are answered in order of entry as quickly as possible. The response can take up to 24 hours.

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Yes! We are in Cox, Alicante. In Calle San Isidro n 77. You can come and visit us and we will be delighted to meet you.