Frequently Asked Questions

Our customer phone line (+49 5451 909-0) is available at the following times:

Monday to Friday
10:00 - 18:00

Saturday
10:00 - 16:00

Please note the public holidays of the state of North Rhine-Westphalia.

By calling +49 5451 909-0 you reach our order service. The team will help you with questions about your order and this number also serves as our switchboard, from which you can be connected to the specialist departments. Because this is our central contact number, lines can be busy during peak times.

If you know which department you want to speak to, you can bypass the switchboard and reach the departments directly using the following extensions:

Electric guitar / electric bass: +49 5451 909-130

Acoustic guitar: +49 5451 909-160

Drums / Percussion: +49 5451 909-140

Keyboards: +49 5451 909-190

Studio / Recording: +49 5451 909-180

PA / DJ: +49 5451 909-120

Lighting: +49 5451 909-125

Wind / string instruments, bookshop: +49 5451 909-170

School music: +49 5451 909-241

Returns department: +49 5451 909-424

Monday: closed

Tuesday - Friday: 10:00 - 18:30

Saturday: 10:00 - 16:00

Please note the public holidays in NRW!

Address:
Musik Produktiv
Fuggerstr. 6
49479 Ibbenbüren

Yes, you can come by, but you should allow enough time. Turning up, getting something repaired and driving home immediately usually doesn't work. It's best to make an appointment with the relevant workshop in our house. Explain your request in advance so we can tell you straight away whether we can do something for you or give you cost estimates. This saves you unnecessary trips.

Please contact us:

werkstatt@musik-produktiv.de for electronic equipment such as all types of amplifiers, keyboards, speakers and microphones.

gitarrenwerkstatt@musik-produktiv.de for guitars and basses of any kind.

Our wind instrument workshop is best reached on the phone at 0151 16552142 and is open Fridays from 10:00–18:00 and Saturdays from 10:00–16:00.

We offer you a range of payment options. You can find the full list under Payment methods.

When you leave the shopping cart you can choose from the payment methods we offer for your country. By phone we can only offer prepayment or PayPal, but in our shop you can choose from several options!

We offer the convenient payment method "purchase on account" (pay by invoice), which allows you to pay your order by invoice. You will receive the goods first and then have a set period to settle the invoice. Please note that only baskets under €2500 can be paid by invoice and that we currently only offer purchase on account for private customers in Germany.

Please note that we currently do not offer cash on delivery.

No problem! You can redeem multiple vouchers together for a single purchase. Partial redemption is also possible – any remaining balance will stay on the voucher for future purchases. Simply enter your voucher codes during the checkout process in the shop and we'll handle the rest automatically.

For non-EU countries the amount of customs charges can vary depending on the type of goods and the country of origin. You can find our shipping and freight costs in our list Shipping costs and delivery times.

Please note that international deliveries to some countries may incur additional taxes, customs duties or fees determined by your country or region. Oversize charges, which are always additional costs, may also apply. You can find oversize notices beneath product prices.

If taxes and other charges for items are not included, we recommend checking with the relevant authorities or your local customs office about applicable taxes and duties to avoid surprises and to verify whether items in our shop are shown inclusive or exclusive of taxes.

To obtain the total cost, we recommend proceeding with the order process on our website. If your country is not listed, we can usually ship worldwide with UPS and can calculate this individually for you in advance.

The estimated delivery time depends not only on the carrier but also on factors such as oversized dimensions, oversize weight and the distance to the destination. Our website shows an estimated delivery time. Please note that unforeseen circumstances such as weather, customs clearance or logistical bottlenecks can cause delays beyond our control.

If you have further questions about shipping costs, delivery times or applicable taxes, we are happy to help. Please contact our customer support at bestellservice@musik-produktiv.de and we will be glad to assist you.

If you are buying for a company and want to export the goods, you first need a valid VAT identification number.

While checking out from the basket in our shop you can enter the VAT identification number in the info field and we will adjust the invoice amount in the case of a payment instruction. For other payment methods such as PayPal or credit card we will refund the invoice amount afterwards using the chosen payment method.

Please note that special customs and tax regulations may apply when exporting goods to other countries.

We recommend that you inform yourself in advance about the regulations in your destination country to ensure a smooth export process.

To change your order, contact our customer support immediately at bestellservice@musik-produktiv.de or call us on 05451-909-0. Have your order number ready and describe the desired changes including the item numbers from our shop. Please note that changes may not always be possible depending on the order status and product availability.

Send us an email to bestellservice@musik-produktiv.de with your order details such as order number and your request to cancel or withdraw. Provide as much information as possible to speed up the process, for example the bank details in case of a prepayment.

If the order has already been dispatched, we can no longer cancel it. If you receive the products you may need to arrange a return. You can also refuse to accept the delivery and contact our customer support directly at retouren@musik-produktiv.de.

Please note that the possibility of cancellation or withdrawal may depend on various factors, including the timing of your request, the type of products and applicable laws and regulations. If the goods have been shipped, we must receive them back before we can send anything else or process a refund.

Further information on cancelling orders can be found in § 8 of our Terms and Conditions.

At the moment we do not offer an active status and database query of orders. Check the expected delivery time in your order confirmation or on our website. Deliveries can sometimes take longer due to unforeseen circumstances such as customs checks, logistical bottlenecks or transport errors. Occasionally we have a high volume of notifications to send to customers, which we handle manually. We ask for your patience. Currently there are unexpected shortages and delivery times are being delayed despite promised delivery dates. If the stated delivery period has been exceeded, please contact our customer support at bestellservice@musik-produktiv.de.

With your tracking number from DHL, DPD or UPS you can track the current status of your delivery on the carrier's website. Check your emails for a dispatch confirmation. The confirmation email should include information such as the tracking number of your shipment.

If you have difficulty tracking your delivery online or need further information, we recommend you contact the responsible carrier directly. Provide your tracking number and ask for the current status of your delivery. The carrier's contact details can normally be found on its website.

If the steps above do not resolve the issue or if you need further assistance, we are happy to help. Please send us an email to bestellservice@musik-produktiv.de with the order number, current contact details and a short description of the problem.

If the shipment status hasn't changed for several days, we recommend that you contact our customer support immediately at bestellservice@musik-produktiv.de. Please provide the order number and describe your problem. We will get in touch with the carrier to resolve the issue and provide you with further information as soon as we know more.

We offer a 33-day money-back guarantee for online purchases. Please contact our customer support at retouren@musik-produktiv.de to initiate the exchange process before you send goods back without prior notice.

In your email, provide the details of your order, the items you want to exchange and the reason for the exchange and, in case of complaints, attach photos if possible. This helps us speed up the process significantly.

We will explain the required steps and provide further instructions. Don't worry! Please note that certain conditions may apply for a successful exchange, for example the condition of the goods, the type of goods such as software and hygiene items, and compliance with exchange deadlines. Please note that any registration of devices or software must be undone before returning. If you have questions about this, we will gladly assist you with a smooth exchange process.

Check our return and exchange policies. There are different requirements for returns, whether national or international. Make sure the products are in their original packaging! Return shipping within Germany is free of charge for orders over €40.

Further information about the right of withdrawal and the extended returns policy (33-day Money Back) can be found in our Terms and Conditions.

For defective products we generally offer legal warranty. Please contact our customer support at retouren@musik-produktiv.de to report the issue and start the warranty process.

Please provide your order details, a precise description of the defect and photos if applicable. Our customer support will get in touch with you promptly to assess the defect and offer suitable solutions.

Please note that certain conditions may apply to claim the warranty, such as compliance with warranty periods and inspection of the defect.

Further information on the warranty for specified products can be found in § 11 of our Terms and Conditions.

To change your delivery or billing address, please contact our order service directly at bestellservice@musik-produktiv.de. Please let us have the order number and the desired change immediately. We will try to process your request as quickly as possible and make the necessary changes.

To find out when and whether we will carry the desired item, please provide the item number from our shop or the exact name of the item to help us identify it.

We will check your request and get back to you by email as soon as we have news. Please understand that availability depends on various factors, including the stock levels of our suppliers.

If we do not have the desired item in stock, we may be able to recommend alternative options.

To help you obtain the required part, please contact our customer support directly at bestellservice@musik-produktiv.de. Please provide as much detail as possible about which part you need and for which product or model.

We will provide information on availability, delivery time and any costs for the spare part as soon as possible. If you have further details such as serial numbers or technical information that could help identify the required part, please include them as well.

We can also add items to our shop if you provide us with the manufacturer's serial number.

Please note that the availability of spare parts may depend on various factors and we may be reliant on the manufacturer or supplier.

No, we do not buy used instruments and we do not accept instruments as part-exchange for new goods. We recommend private sales platforms such as our flea market, eBay or Reverb.

No, we do not rent instruments.

In our online shop you'll see a note on each product indicating whether it is at Musik Produktiv in Ibbenbüren or at our partner houses in Walldorf and Frankfurt.

Smaller items and those that can be demonstrated without much effort (guitars, effects units, etc.) can be fetched from the warehouse for you to try, if they are not already in the shop. Please allow some time if you want to try out goods. Ask our staff in the departments if this is possible. We'll gladly help you.

There are various reasons why emails might not reach you. We therefore offer the following tips:

Check your spam / junk folder: Occasionally emails from Musik Produktiv can be mistakenly marked as spam and end up in the spam / junk folder.

Incorrect email address: Please make sure you have provided us with the correct email address. Check for possible typing errors. Keep in mind that we may take the data entered via PayPal, which includes the email and address.

Filter settings: It is possible that your email client or provider has filters or rules set up that block our emails. Please check your filter settings and ensure our emails are not being blocked unintentionally.

Technical issues: There may be technical problems with your email provider or our email server. In such cases emails may not be delivered properly.

If you still have problems receiving emails from us, we recommend that you contact us directly at bestellservice@musik-produktiv.de and we will forward the issue to our IT team.

As a rule, the musicians' flea market takes place on the first Saturday in May and October. Only in years where the first Saturday falls on a public holiday is the flea market postponed by one week. You don't need to remember the rule because we publish the official dates on our website well in advance. Or simply sign up for our newsletter and you'll receive the flea market dates straight to your inbox.

We regularly offer events ranging from beginner courses for drummers and harmonica players to laser safety training. Information on current events can be found here.

Just send a short application with CV by email to jobs@musik-produktiv.de and we will get back to you promptly!

Please contact our marketing department by email at social-media@musik-produktiv.de.