Frequent Asked Questions

Don't worry, you must go to this link and introduce the e-mail account you used to sign up in {SHOP_NAME}. Once you have done that, you will receive an e-mail(*) with the instructions to activate your new password.

*If you haven’t received our e-mail in a reasonable time, please check your junk folder.

You can easily find the items you are looking for in any of the following ways:

• Writing the word in the search engine located in the upper side of the page.

• Using the menu, where you will find our products organized by categories.

The products marketed by {SHOP_NAME} are new and in original packaging.

A small number of products grouped under the "Outlet" category which, despite being new, have been exposed out of their packaging over a period of more than one month in MusiCanarias outlets. These items may not have their original packaging, or show minor cosmetic damage resulting from the time spent in retail exposures; for this reason, they are offered with great discounts.

In the lower part of the website you can see a textbox called "Newsletter", in wich you must write your e-mail to subscribe and receive all of our offers and novelties.

In {SHOP_NAME} we offer you several ways to contact us:

• By phone, in (+34) 822 250 095 we will help you from Monday through Friday, from 9,30h to 19h.

• Sending us a message through the chat, in wich our agents will be available from Monday trough Friday, from 9,30h to 19h. If they cannot give you an immediate answer, they will contact you as quickly as possible.

• Sending us an email to {SHOP_EMAIL}.

• Using our contact form.

No. Product prices are in {CURRENT_CURRENCY_NAME} including VAT, not including transport, and are only applicable if the purchase is made through the website.

For more information on shipping costs, visit this link.

To pay for the products included in the basket, you can choose from different payment methods. All information on this is in our payment section.

Buying at Musicanarias.com is safe. Your personal information is treated securely and are not provided under any circumstances to third parties under the Personal Data Protection Law.

{SHOP_NAME} uses the SSL protocol, which guarantees confidentiality in communication between the client, musicanarias.com and the virtual POS of the bank, since the entire dialogue is SSL 3.0 with 128-bit encryption keys. We also have the functionality of credit card details being required from a HTML page directly presented by the virtual POS of the bank, rather than musicanarias.com; so firstly, you are guaranteed that these details always travel properly encrypted through the network and, secondly, they are never provided to musicanarias.com.

Finally, all communications to the virtual POS of the bank are protected by an electronic signature. Thereby, preventing a third party from being able to manipulate any data, between sending data from musicanarias.com to the virtual POS of the bank.

Our shipping deadlines vary according to the selected method. Thus, depending on the characteristics of each product and the geographical location, delivery time will generally range between 7 and 20 working days. For more information, see our shipping section.

Yes, you can give a different delivery address without problems, as long as such address is within the same country of the invoice addres.

And remember: it is not possible to change the delivery address once your order has been sent.

There are two ways to check if your order has been made correctly:

• In the last page of the order there must be an order number with the following format : #000000

• You should receive a confirmation e-mail around 5 and 30 minutes after your purchase.

From "My account" part you can track your order in any moment. Click on “My orders” and it will show you one of the following status:

• Pending: we have received your order correctly and it will be processed as son as posible.

• Preparing: we are preparing your order and will be sent soon.

• Sent: your product has been sent.

You can track your order, or well, try to arrange the delivery contacting the transportation agency that will deliver it, providing them your order number.

Let us know and we will arrange to exchange and/or repair the product immediately. You will only be billed for the first shipment, with {SHOP_NAME} assuming responsibility of the corresponding delivery costs for the return and new shipment. Similarly, if the product received does not correspond to the order, {SHOP_NAME} shall cover the cost of collecting the wrong product and delivery accordingly.

If you're not satisfied with the product you have purchased, you can return it within a maximum of fourteen (14) days after receiving it.

You should notify your decision to: MusiCanarias, at Avenida El Paso, 29 - La Laguna, Santa Cruz de Tenerife (Spain) or at info@musicanarias.com. For that, you can use our withdrawal form.

For more information about our return policy, see this link.

Instruments or apparatus purchased at our online store are guaranteed for TWO YEARS from the date of sale registered on the purchase invoice. For more information, see the section "Warranty".