The Thomann Ordering Process

Step 1: Selecting an item

Use our quick search field (at the top of the page on the left side of the navigation bar) or open the desired product category in our online catalogue (also in the navigation bar to the left). If you happen to know the item number of the desired product, you can enter it into the quick search field.

Step 2: Putting an item into your shopping basket

Via the shopping basket icon you can put the items you wish to buy into your shopping basket. You'll find this icon on all search result lists, many product lists, and on all product info pages.
As soon as there are articles in your shopping basket, you'll see its current content on each page in the top right corner. By clicking on edit shopping basket you can change quantities, delete items, or add items manually.

Step 3: Proceeding to the checkout counter

To complete your order, click on "complete order" below the shopping basket area at the top left corner or, if you're on the shopping basket page, hit the "Proceed to Checkout" button.
On the Checkout Counter page you may then enter your address and specify a payment method as well as delivery details (e.g. a delivery address different from your home address or a specific delivery date). Now you can transmit your order. After your first order you'll receive a login which allows you place subsequent orders without having to enter your data again.

Step 4: Sending your order

After you have given us your data, click on the "submit" button to transmit your order.
Of course, all information is transmitted in an encrypted format and delivered safely to the desk of your contact person at Thomann.
After you've submitted it, you can make a print out of your order, if you wish.

Step 5: Your order is processed

Each order is processed and checked individually by a Thomann employee. After we've checked your order, you will receive an order confirmation via email which also contains the phone number and email address of your contact person and, if applicable, our bank data if you've opted for payment via money transfer.
Should your contact person find a mistake (e.g. an accessory part that doesn't fit), he or she will contact you as quickly as possible. Please understand that this mode of operation is only possible during our business hours and that several hours may pass until you receive an order confirmation.

Step 6: Modifying your order/adding items

It may happen that you realize you've forgotten an item that you wish you had included in an order you just placed. No problem! You can modify your order and add additional items anytime.
If you wish to delete an item and replace it by a different product, it's best to send us an email or call us, so we can give you a new delivery date.

Step 7: Collecting the goods and final inspection

Before your merchandise can be shipped, it is gathered and checked. Guitars etc. are checked by trained experts prior to shipment.
Although we stock more than 71.000 items, it may happen that another customer just bought the last piece or that it does not pass the final inspection. In such cases we send out a partial delivery at our own cost.

Step 8: Shipping

We usually ship with DHL. Due to insurance reasons, more expensive items are shipped with UPS. Please contact us if you would prefer your items to be shipped with UPS or Express. For heavy and/or d items we use heavy carriers such as DFDS or DHL Spedition, who, once your pallet or carton is ready to be delivered, would contact you to arrange a suitable delivery date, as all items need to be inspected on arrival.
As soon as your shipment has left our warehouse, you will receive a shipping notification via email and, if you've given us your mobile phone number, an SMS notification for those of you on the move.

Step 9: Delivery

Three out of four parcels shipped DHL are delivered within 4 to 5 working days, depending where you are based in the world. For more information, please see our shipping rates page at www.thomann.de. If you're not at home, you can leave a note telling the delivery service to hand over the parcel to one of your neighbours, or alternativley, they will leave a note to advise attempted delivery, and will usually keep the parcel for up to 2 weeks.

Step 10: 100% satisfied?

We're only satisfied when you are satisfied 100%! If there's anything that spoils your shopping experience at Thomann, please tell us. Should you be unhappy with your Thomann purchase or individual items of your order, take advantage of our 30-day money-back guarantee and return those items. We'll send you a different product, credit your customer account, or transfer the money back to your bank account - whichever you prefer.

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