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FAQ

Who is Kalango? How does Kalango purchase its products?
What warranties are given by Kalango? Are all products new goods?
What are B-stock articles? Returns - what do I do if I don’t like a product?
Do I have to pay for the expense of returning an article? Where do I send my feedback to?
  I am having difficulties ordering online, is there any support?
How do I order something through the webshop?  Do I receive an order confirmation?
Does my data get stored? How long will my online order take to be delivered?
Has my order already been shipped? When will my order be shipped? What happens, if my delivery has arrived with damage resulting from transport?
What methods of payment are available?  I am not home during the day, can I have my order delivered to a different address than my home address?
How do I get more information on a product? I have a complaint. Whom can I contact?
Is there a full Kalango catalogue available? Is there a Kalango retail store I can visit?

I need a quote for a school, organisation or group purchase, or to apply for fundings. What do I do?

Short checklist for our international clients

Shipping and return of berimbaus - how does it work? Tips for super-urgent orders
BREXIT and non-EU orders: are customs, VAT and import taxes included in the price?  


Who is Kalango?
Kalango was launched in 2002 by Thomas Mueller-Stoy and Klaus Urban, who are both active musicians in the European Samba scene. Now, we are a small team located in the south of Germany, Kalango is an online shop specialised in Brazilian Instruments. Decades of musical experience as musicians and a profound knowledge of percussion instruments are the lifeblood of the company. Numerous journeys to Brazil have inspired the companie's range of percussion and string instruments and samba accessories.


How does Kalango purchase its products?
We buy most of our products directly from the producers in Brazil. We are in regular contact with all manufacturers which enables us to get actively involved in product improvement and development.


What warranties are given by Kalango?
The statutory warranty applies. In the event of any material defects, we reserve the right to repair the damage either by replacing the instrument or by replacing the defective part. Damage caused by improper use and items subject to normal wear and tear, such as drumsticks, mallets, drumheads and strings, are generally excluded from any warranty. CDs, sheet music, books and DVDs are also excluded from this warranty. Click here for the Cancellation and returns information for customers.


Are all products new goods? 
All Kalango instruments and accessories are new goods. Usually manufacturers and wholesalers deliver the instruments to us in their original packaging. An exception to this can be instruments which are hand-crafted in small workshops which we then carefully package for transport ourselves. Articles with minor and mainly optical defects or slight traces of use which don´t impair the use of the instrument in any way are marked as B-stock and are sold exclusively as such. For more details, please see below more information about B-stock articles.


What are B-stock articles?
B-Stock articles are products that were either presentation samples at exhibitions or festivals, returns with slight traces of use or products with minor transport defects caused while being shipped from Brazil. The deficiencies of the instruments are absolutely minor meaning they have no influence in their sound quality. B-Stock goods are always new, but may have a small scratch or dent, a mark in the colouring or slight traces of use. Sometimes there is no original packaging for those products any more, then we will pack them appropriately for transport. Of course, our B-Stock products all have full warranty and include the right of Cancellation and returns!


RETURNS - what do I do if I don’t like the product I ordered?

We want you to love what you ordered, but if something isn't right, let us know. Items you don't like can be returned within 14 days of delivery. Email us to let us know what you are returning and we'll send you our return information.

THE FOLLOWING ITEMS CAN'T BE RETURNED OR EXCHANGED
Because of the nature of these items, unless they arrive damaged or defective, we cannot accept returns for custom or personalised orders or downloads. For reasons of hygiene, items such as ear plugs and apitos can only be returned in their original sealed packaging. 

CONDITIONS OF RETURN
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

RETURNS BY MAIL
Please be sure to send it to the following address (our warehouse):

Kalango GmbH
Fraundorf 9
84335 Mitterskirchen
Germany

Follow the below instructions to package your return when sending it back to us:

Contact us via email info@kalango.com and notify us about the returning shipment
Pack and seal your return securely, in the original packaging, if possible.
Affix your return shipping label to the packaging. Make sure no other tracking labels are shown.

REFUNDS OF RETURNED ITEMS
We will carry out a reimbursement using the same means of payment as you used for the initial transaction; We may withhold reimbursement until we have received the goods back.

If you return a product for any other reason, we will examine the item and notify you of your refund via email within a reasonable period. Refunds will be processed within 7 days after they have been received back in our warehouse and their condition has been verified.

All refunds, including product(s) received as a gift, will be made to the original form of payment.

Click here to see our Cancellation and returns information.


Who pays for return shipping if I want to send something back?
Buyers are responsible for return postage costs and any occuring customs charges. If any payment is due upon delivery of the return, we will refuse to accept the return. If you are returning items from outside the EU, please contact us before and we can help you with a checklist. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Cancellation and returns 


I have a complaint. Whom can I contact?
You can best reach us by email at info@kalango.com,  we will usually get back to you within a few hours on weekdays. If you prefer to speak to us personally, you can phone us during our office hours +49 8572 963571. If we're not available, please leave a message and we'll call you back.


Where do I send my feedback to?
We always enjoy having personal contact with our customers. And of course we love positive feedback :-) However, any kind of feedback, requests, or suggestions are important to help improve our work and therefore are just as welcome! The best way to reach us is by e-mail: info@kalango.com. 

I am having difficulties ordering online, is there any support?
We are always happy to help! You can reach us via email on info@kalango.com or on our hotline +49-8572 963571 if you prefer to talk to somebody in our small team. In the following section you also find support for your online purchase.


How do I order online?
There are two options for you: You can register and create your own customer account, or you can shop on the site as a guest. In either way, you can browse through our website and put articles in your shopping cart without any obligation. Any products placed in the cart can be removed or changed. You can check the shipping costs with the shipping calculator by viewing your cart and selecting your country. When you're happy with your cart, procede to the check-out. View your cart, complete the registration, choose how you´d like to pay and double check if everything is ok. When clicking the button [Complete payment] your order is placed.


Do I receive an order confirmation?
If you order online with us, you will receive an automatic e-mail confirmation after your order has been placed. This e-mail will contain all relevant information of your order, including method of payment, invoice address and delivery address. Make sure to check everything is complete and correct! Once your order is shipped and the invoice is created, we can't make any changes.


Does my data get stored?
Your privacy is important to us and we handle personal information with great care and according to the General Data Protection Regulation (GDPR). Please find our Privacy Policy here.


How long will the delivery of my online order take?
All instruments and accessories on our website marked with "In stock" are ready for shipment in our warehouse. Paid orders are shipped from our warehouse each workday at 2:00 PM. Orders received until noon are usually shipped on the same day. Please have in mind that if you chose bank transfer as payment method, delivery times depend on when your payment has been received, this might take a few days. If your order is urgent, chose an instant payment method like card payment or PayPal. In Germany, delivery time is 1-2 working days. As a EU client on the European mainland, delivery time is approx. 2-5 business days. Islanders should expect a few days on top. If you live outside the EU, customs procedures in your country might affect delivery times. Please see our shipping information about further details or get in touch.


Has my order already been shipped? When will my order be shipped?
We ship paid orders on every German workday (Mo-Fri) at 2 PM. Orders that reach us by noon are usually sent on the same day. As soon as your order is shipped, we will email you your tracking details, this is how you know it's been shipped. Please check your spam folder if you haven't received any tracking and contact us immediately if you haven't received it. Very large group orders might take some more time to prep for shipment, we'll let you know.


What happens, if my delivery has arrived with damage resulting from transport?
All our shipments are insured against loss and transport damage, it is important you check your delivery immediately upon receipt for any damage! The insurance ends once you sign that you have received it in good condition. Our shipments are very well packed, however, transport damages can happen. If a box is visibly damaged, check the content before signing and in case of a damage refuse to accept. Take photos of the damage and contact us immediately.


What methods of payment are available?
PayPal and credit card (Visa/Master) payments are available for all regions. Furthermore, we offer some country-specific options. You can chose your payment method in your account settings, or at checkout.


I am not home during the day, can I have my order delivered to a different address than my home address?
Of course – just indicate the shipping address you want to use. As a registered client you can save your addresses so you don´t have to type them in again the next time you order something. If you are chosing a pick-up point, please bear in mind that they may not be able to accept of fit large boxes.


How do I get more information on a product?
All of the instruments and accessories offered in our shop have product photos, a detailed description and a technical information board. Also, many of our products have sound and / or video files so you can hear and see the instrument in action.


Is there a full Kalango catalogue available?
Our website is our complete catalogue. All the products you see on our site marked as "in stock" are available for ordering. A few products are available for backordering, we will order them only when they are bought through our webshop.


Is there a Kalango retail store I can visit?
No. We want to concentrate on giving great service through our online-shop. Running a retail shop is not our concept. You might meet us at some Samba festivals like usually the Coburg Samba Festival each July in Germany, check our Blog and Facebook Site for details where and when we are around  and drop past to meet us personally!


I need a quote for a school,  organisation or group purchase, or to apply for fundings. What do I do?
For a quote, please contact us via e-mail with the details you need on the quote. You can also register a group account and send us a message with the article numbers and quantities you want on the quote. If you need help chosing the right gear, send us as much information as you have (size of group, children's group / adult group, Samba Reggae or Rio Samba, brand preferences, approx. budget etc.) and we will put together a suitable set for you. If you prefer talking to us personally, please drop us a line and we will call you back.


Short checklist for our international customers

  • When placing your order, please check if your name, street and -number, zip code and c/o details are complete and correct. Double-check your order confirmation! Orders with invalid shipping details are returned at a fee that will be deducted from the refund.
  • Is the address complete (will the postman find you)?
  • Is your delivery address suitable for receiving big boxes?
  • When receiving your order, it is important that you check the delivery for transport damages. Our shipments are insured against loss and damage until you sign that you received it in good condition. If there is a damage, check inside before signing and refuse delivery if something's broken. Take photos and contact us immediately.

 


Tips for super-urgent orders
We'll give everything to get your order is shipped as quickly as possible. If your order is superurgent, it's best to pay by PayPal or credit card. Instant payments will release your order directly for shipment.

UK customers (Brexit) and other non-EU customers: Are customs, VAT and import taxes included in the price?

Are customs, VAT and import taxes included in the price?
Individual countries have different laws about import taxes and fees. The buyer is responsible for any customs and import taxes that may apply. We can't mark an item as a gift to avoid paying those fees, that's considered mail fraud and is illegal.

VAT taxes are charged by individual countries, and laws are different everywhere. Please check regulations with your local authorities. We will prepare your order for a smooth transaction, include all necessary documents and provide you with the tracking details. 

Contact us - we´re happy to help!

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