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| Frequently asked questions |
Who is Kalango?
Kalango was launched in the year 2002 by Thomas Mueller-Stoy and Klaus Urban, who are both active musicians in the European Samba scene. Kalango is an internet shop which supplies individual customers as well as music stores. Decades of musical experience as active musicians and a profound knowledge of percussion instruments are the lifeblood of the company. Countless journeys to Brazil have enabled us to set up a network of contacts that allow us to offer such a comprehensive choice of instruments and accessories.
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How does Kalango purchase its products?
The majority of our products are bought directly from manufacturers in Brazil and imported by us. We are in regular contact with all manufacturers which enables us to get actively involved in product improvement and developement. Our entire range of products are new. Second-hand products are clearly described as such on our website.
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What warranties are granted by Kalango?
We grant a warranty of 24 months on all instruments. As damage compensation in case of defective materials we reserve the right to replace the instrument or to substitute the defective part. Excluded from this stipulation are damages caused by inappropriate use, as well as articles subject to normal wear-and-tear, such as drumsticks, mallets, drumheads and strings. CDs, sheet music, books and DVDs are also excluded from this warranty. You can find information about the right of withdrawal for consumers here.
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Are all instruments brand new?
Normaly manufacturers and wholesalers deliver the instruments to us in their original packaging. An exception to this can be instruments hand-crafted in small workshops which we carefully package for transport ourselves. All instruments and accessories are brand new. Articles with minimal damage (scratches etc.) caused during transport, but not impairing the use of the instrument, are designated as special offers and sold as such. These instruments are not included in the regular catalogue.
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What do I do if I don’t like the product delivered?
You can find information about the right of withdrawal for consumers here
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Who pays for return shipping if I want to send something back?
You can find information about the right of withdrawal for consumers here.
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I have a complaint. Whom can I contact?
Please contact us by phone: +49 8572 963571 or e-mail and we will offer you personal and proper assistance.
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By phone or via Internet – which is the fastest way to order?
Orders are usually processed the same day, regardless of whether they were placed by phone or via website. Orders placed through our shopping-basket system are confirmed by mail. However, should you have follow-up questions after ordering online, you can of course contact us by phone or e-mail.
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Whom do I contact with praise, criticism or suggestions?
We enjoy having a personal contact to our customers. Of course, we are particularly pleased to hear praise :-), but any kind of feedback, requests, or proposals made to improve our work are just as welcome! The best way of reaching us is by e-mail: info@kalango.com.
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How safe ist it to pay by credit card?
For more information, see our Privacy Policy here
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How does the internet ordering process work?
You can browse through our website and place articles in your shopping basket without any obligation. Any products placed in the basket can be removed or the quantity changed. Shipping and handling expenses for the products selected can also be calculated. After having placed the items you wish to order into the shopping basket, you can proceed to the checkout. By clicking the button [Order] Your order will be binding. More information to conclude a contract, please see our Terms & Conditions. Following this, you receive a confirmation e-mail.
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Do I get a order confirmation?
When ordering via internet you will receive an e-mail confirming your order. This e-mail will contain relevant information concerning the articles on your order, including method of payment, invoice address and delivery address.
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Does my data get stored?
For more information, see our Privacy Policy here
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How long will delivery of my internet order take?
All instruments and accessories marked on our website as "immediately available" are in stock in our warehouse. Shipments leave our warehouse each workday at 2:00PM. Orders received until noon are shipped on the same day.
Delivery time is 2-5 working days.
In case the ordered quantity of an item is not in stock, we will notify you as soon as possible.
We ship our goods with DHL, Berimbaus are shipped with DPD.
We take care in a sufficient packaging. The shipments are insured against loss and damage.
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What methods of payment are available?
Customers outside Germany can pay by either credit card, PAYPAL or payment in advance via bank transfer. Customer within Germany can additionally choose sale on account. In exceptional cases we reserve the right to dispatch articles only if they are paid for by advance money transfer, credit card or PayPal.
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Can I have my order delivered to a different address than my home address?
That is no problem – while placing your order, you are guided through the order form on our site and have the opportunity to enter a delivery address different from your home address. Your order will be forwarded to that address.
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How do I get more information on a product?
Almost all of the instruments and accessories offered in our shop are accompanied by a small picture and basic information. In addition you have the option of clicking on "Details" to open a window containing a detailed description together with a bigger picture of the product. If you need more information or have further questions to the product or our mail-order service, you can of course contact us personally by telephone or e-mail.
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Is a full Kalango catalogue available?
Our website is our full catalogue. One of the big advantages of the "electronic catalogue" is that we can always keep it up-to-date. All the products you see on our site are available in stock. If a product is not in stock, it is removed from the site, or if it is temporarily unavailable, there is a note to this effect. Our site enables us to present you with newly arrived instruments or our latest special offers. A printed catalogue can't be kept up-to-date in that efficient manner.
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