Delivery & shipping

We always try to deliver your order as quickly as possible. If we have an item in stock, we normally ship it the same day or the next day. If you order several products, we try to deliver them together as much as possible. Estimated delivery time varies and can be read in each product description. Delivery takes place by postal package to the buyer's nearest collection point or by home delivery. Instruments are delivered to the delivery address specified in the order. When purchasing products with different delivery times, everything is sent together on the last mentioned delivery date.

Low value orders are sent by letter and go directly to the specified delivery address. Should an order not arrive because the address was not correctly entered, or if the name and relevant information were not clearly written in the letter drop or mailbox, the order will not be sent out again.

In the event that we receive an order in return as a result of one of the above examples, the cost of the products will be credited, but shipping costs will still be charged. In case of delayed delivery, we contact the customer within 1–2 working days if the delivery date is estimated to be delayed longer than 5 working days.

Delivery options, Sweden

Standard shipping

Free shipping on orders over SEK 2,000. A shipping fee of SEK 79 is added to smaller orders. Packages under 20 kg are delivered with Postnord to the nearest delivery point. Enter your mobile number for SMS notification for faster handling, or wait for an avi in the mailbox. Packages or goods over 20 kg or 150 cm are delivered with DHL Home Delivery during the day, excluding weekends, weekdays between 9:00 a.m. and 4:00 p.m. Delivery takes place to the door/gate, collection is not included. DHL contacts you to book a delivery, and delivery takes place within a three-hour interval. Please note that it is not possible to determine a more precise time for delivery yourself, and that island supplements may be added. Free shipping over SEK 500, under SEK 500 we charge a shipping fee of SEK 50.

Home delivery

For purchases over SEK 2,000, home delivery within Gothenburg is included. The time intervals may vary depending on the recipient's address. You will receive a notification via phone, SMS or e-mail on the day regarding the earliest possible delivery time. Delivery usually takes place on the same day.

Pick up yourself in store

Pick up the goods in our store at Kaserntorget 9, 411 18, in Gothenburg, Monday-Friday 11.00-18.00 or Saturday 11.00-16.00. We will contact you via e-mail, SMS or phone as soon as your goods are ready for collection.

Delivery times

Stock items

Stock goods are goods that we normally have in stock for immediate delivery and are normally sent from us within 1-3 working days, which means that the delivery time from us to you is normally 2-4 working days. In the event of a large order intake or a delivery delay from the supplier, these goods may in some cases have a longer delivery time. In such cases, we will notify you of this as soon as we have processed your order. Should there be special reasons for the product not being delivered on time, it is important that you, the customer, notify us of this.

- Delivery times within Sweden: Normally 1–3 working days (5–7 working days from wholesale stock)
- Delivery times within Europe: Normally 7-10 working days.
- Delivery times outside the EU and Europe: Normally approx. 7–10 days depending on the country and customs declaration.

Order goods

All items that are not available in our warehouse are considered back-to-order items. Delivery times depend on the availability of the goods at the supplier. We normally have an ordered item at home within 7 working days.

Orders with goods with different delivery times.

If you order several goods with different delivery times on the same order, all goods will be sent in one shipment when all goods have arrived at our warehouse. If you wish partial delivery, please contact info@mug.se . Additional fees may apply.

Shipping costs

The prices are per order, regardless of how many products you order:

- Within Sweden: Depending on weight and size from SEK 29 to SEK 99.
- Other Nordic countries: Instruments: SEK 199
- Accessories: according to weight and size but max SEK 199

In case of unusually large deliveries, the shipping and insurance price may change. We reserve the right to add shipping to those who ordered for pick-up in store but for various reasons should still have it delivered.

Return

When buying in our online store or by phone, the Distance Shopping Act applies, which means that you as a customer have the right to cancel your purchase within 14 days. The cancellation period starts to run from the day you have received or picked up the product. When returning the product, it must be in the same good condition as when you received it, that is, unused and undamaged. The product must be packed in original packaging. Refunds are normally made within 1-5 working days, but no later than 30 days after we have received and approved the return. Please note that any invoice must be paid even if you return the item. Reimbursement of the order amount is made after approved return. Musik Utan Gränser HB is not responsible for any transport damage during return shipping, so send your return well packaged. When purchasing an item that is not in stock, is specially manufactured/ordered or otherwise adapted for you, the right of withdrawal does not apply.

How to make a return

1. Fill in the return form . Please ensure that the information is correct and clear.
2. Pack the item properly, using the original product packaging and a protective transport packaging, equivalent to the one in which the item was delivered to you. Don't forget to attach the package of return forms.
3. Return the item to MUG's warehouse using the return shipping slip you received. When you exercise your right of withdrawal, you as a customer are always responsible for the return shipping, the return cost is SEK 95 incl. VAT for Service Point . The return shipping is adjusted in connection with the refund of your money. Returns are usually made in the same way as the goods are transported to you. Exceptions can be made if you wish to return only part of your order. Please note that the right of withdrawal does not apply to business customers.

Advertising

You have the right to complain about a product if it can be assumed to be a manufacturing defect on the product. Contact us at info@mug.se and attach clear pictures of the incorrect item together with your order number. We will primarily exchange the item for a new one. If the product is out of stock, we will refund you for the product.

Goods damaged in transport

Important! Be sure to check for any damage to the packaging or goods when you receive the delivery. In order for goods with visible, external transport damage to be able to be claimed with us, the damage must have been noted on your waybill from the shipping company in connection with the receipt. In such a case, ask the driver to note the damage and sign. If you should discover hidden errors/transport damage after opening the package/packaging, notify us as soon as possible. For all transport damage, contact info@mug.se and attach clear pictures of the damage and any damaged packaging together with your order number. In order for us to be able to complain about the damage to our carrier, we need to report the transport damage to him within 1–3 days. We are therefore grateful if you report the damage within this time. If the transport is handed over without a signature, with a power of attorney, the transport cannot be claimed.

Returns/Right of withdrawal

According to the Act on consumer protection for distance contracts and home sales contracts, the customer has a 14-day cancellation period from the day he/she receives the goods. We have extended the right of withdrawal to 30 days. The customer must contact customer service, info@mug.se if he/she wants to return the goods. The goods must be returned unused and in original packaging with invoice or delivery note. The customer is charged with return shipping and administrative costs for a return if it is handled via Musik Utan Gränser HB. Musik Utan Gränser HB reserves the right to charge the missing parts if the return is not complete. Musik Utan Gränser HB will not redeem packages against cash on delivery.

Orders placed from November 5th to December 24th have extended right of withdrawal/open purchase until January 15th. The same conditions as for the normal right of withdrawal otherwise apply.

Unclaimed packages

Packages that are not picked up no later than two weeks after delivery notification are charged with shipping costs, return shipping and handling costs with a total of SEK 295 including VAT. In the case of bulky mail, an extra fee is also charged according to the current shipping table. If the customer wishes the package to be sent out again, an additional shipping fee will be charged.

Customs duties

For deliveries outside Sweden, the customer himself is responsible for customs fees etc. Should there be a delivery delay, we will notify you of this by e-mail. Musik Utan Gränser HB reserves the right to notify the customer if an item cannot be delivered or is delayed due to overload on order entry and reserves the right to disclaim any compensation to the customer regarding delivery delays.

Transport responsibility

If the item is damaged or lost during transport from Musik Utan Gränser HB on its way to the customer, Musik Utan Gränser HB is responsible. If the item is damaged or lost when you return it on your own initiative, you as the sender are responsible for the goods. Pack carefully and use the original packaging or equivalent. In the case of products of greater value, we recommend that the goods be insured.

Examine the shipping packaging before redeeming the package. If the package is damaged, you should not redeem it, but ask the delivery point to fill in a complaint and return it to us. If you discover that the item is damaged after you have picked up the package, the customer may not return the item to us on their own initiative. The Post's procedures are that, pending investigation, the item may not be sent back to the store if the item has been damaged.

All shipping packaging must also be saved and documented. Complaints about shipping must be made within 3 working days. We send new goods while waiting for a complaint investigation. If our regulations for transport liability are not followed, claims for shipping damage cannot be approved.