Payment and shipping

Services during Industrial Action (UK)

We’re sorry for any disruption the strikes of CWU members are likely to cause you. All orders are processed immediately and shipped from our warehouse in Germany, however, our UK customers may expect significant disruptions during the delivery process.

Hello dear UK customers, some things have changed since Brexit:
The prices for the UK in our shop are now net (VAT-free), however, please keep in mind that you will be charged the UK VAT through the customs duties upon arrival of your order in the UK. To see the correct prices, simply log in to your account or create a new account indicating the UK as delivery country.

How do the customs work?
We will include all necessary documents for a smooth customs transaction and put them in an envelope on the outside of your parcel(s). You will see an update in your tracking when your order has arrived to the UK and is marked as "in customs". You might see a second link by one of DHL's partner companies in the UK (Parcelforce or Royal Mail) with more details on the whereabouts of your order. Please note that the tracking update "parcel awaiting customs clearance" might be the only notification you receive.

What do I need to do?
You are responsible for completing any necessary actions regarding customs for your order. To pay the customs duties and possible handling fees, you will usually be contacted by Royal Mail or Parcelforce; you can also call up DHL Parcel UK or Parcelforce by phone, an automated system will then guide you through the customs process. You can make the customs payment over the phone and your order will be released and forwarded for delivery.
You might also find an option through your tracking link. Processes and phone numbers can change, so please just google "customs duties UK* helpline or dhl / parcelforce uk customs phone number".
Find further informations here*:
https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

We recommend keeping a close eye on the tracking details at all times.
Please see our FAQ for general information about orders and don't hesitate to get in touch if you have any doubts or questions.

*Please note we are not responsible for third party links, their content and their being up-to-date.

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Shipping infos - FEBRUARY 2023:

Incoming orders are processed daily and without delay. Please note that in some regions, especially for international orders to non-EU countries, long delivery times are still possible. Delays may occur in customs and border processing or also due to a lack of air freight options as shipments to overseas are still often sent by ship. Please check our updates below for more details of your region to avoid disappointment. We check the DHL site daily for updates and will contact you if necessary. If you have any questions or concerns, drop us a line or chat with us and we'll be happy to help.

Shipments to the UK with DHL International Economy :
For shipments to the UK, please expect delays due to the disruptions caused by the Royal Mail strikes and seasonal delays. Due to Brexit, orders now need to go through customs which might add a few days to receiving your order.

Shipments to the USA with DHL International Economy / USPS:
To the US, shipping times are relatively normal, please note that delays may still occur and delivery times may vary due to local circumstances and customs procedures we have no influence in. We are currently monitoring delivery times between approx. 4-10 weeks.

Shipments to AUS and NZ with DHL International Economy:
DHL unfortunately still communicates significant transit time delays as a result of backlogs at import points and a lack of air freight options. For deliveries to Australia and New Zealand, please expect an approximate delivery time of approx. 12 weeks.

Other regions possibly still affected by delays:
Other regions that continue to be strongly affected by significant delays are Canada, Israel and parts of Central- and Southamerica and some regions of Asia including Singapore. Please expect around 12 weeks for delivery due to most air freight being diverted via sea freight as well as long waiting times on local customs and limited capacities within the delivery services. Please consider these delays when ordering to avoid any disappointment. We apologise for any inconvenience.

Please note: Due to global shipping challenges, we're experiencing unexpected delays. We are in continuous dialogue with all our suppliers and lead times are updated regularly - but please be aware these timings could change. We apologise for any inconvenience this may cause you.

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SHIPPING INFORMATION
All instruments and accessories marked on our website as "in stock" are in stock in our warehouse in Germany.
We ship daily on business days at 14:00 (GMT+1).

Orders received and paid by noon on shipping days will be shipped the same day.
Delivery time is 2-5 business days if you order from the EU mainland.
Please note that the delivery times to islands may take longer, even though they are part of the EU.
In case the ordered quantity of an item is not in stock, we will contact you as soon as possible.
We ship our goods with DHL and Berimbaus are shipped as bulky goods with DPD.
Tracking details will be provided, please monitor them to see your delivery details.
We take care of sufficient and adecuate packaging for shipment, however, transport damages can happen. Please check your order immediately upon arrival and see our FAQ how to proceed in case you detect a damage.
All shipments are insured against loss and damage until they are handed over.

Information for deliveries to Non-EU countries:
All goods are shipped from our warehouse in Germany. Deliveries to non-EU countries might be subject to additional customs, taxes and fees due in the country of destination. Please be aware that you are responsible for all costs and fees incurred through customs. We will include all necessary documents for a smooth customs transaction and put them in an envelope on the outside of your parcel(s). You will see an update in your tracking when your order has arrived to your country and is marked as "in customs".
Delivery times to non-EU countries can differ from the indicated period on our website as customs may cause delays which unfortunately we have no influence on. Please keep an eye on your tracking at all times and contact us if you have any questions.

Shipping costs within Germany:	Orders above € 99.00 are free of charge. Up to an order of € 99.00 a shipping fee of 7,00 € per order will be charged. Bulky goods surcharge: 16,- EUR per parcel.

International shipping fees / flat-rates per order (excl. berimbaus):
10,00 Euros per order	Belgium, Netherlands, Austria (EU1)
12,50 Euros per order	Denmark (incl. Faroe Islands), Italy, France, Luxembourg, Liechtenstein (EU2)
15,50 Euros per order	Spain, Malta, Poland, Sweden, Czech Republic (EU3)
17,50 Euros per order	Finland, Greece, Ireland, Portugal, other EU countries (EU4)
Bulky goods shipping	shipping surcharge 20€ per parcel for all EU countries, except Germany.

Shipping rates and product prices to Switzerland (Zone 1):	Shipping costs to Switzerland are 20€ per box (maximum 30kg per box, gross weight). All product prices are invoiced without the 19% German VAT charges within the EU.

International delivery worldwide (non-EU countries):	Zone 3 United Kingdom The shipping costs are 18€ per order. Zone 3 Russia The shipping costs are 22,00€ per box (maximum 20kg per box) in addition to 1,60 € per kilo weight. Zone 3 Norway, Iceland, Gibraltar, Mazedonia, Serbia, Ukraine The shipping costs are 14,00€ per box (maximum 30kg per box) in addition to 1,00 € per kilo weight. Zone 4 Israel, Algeria, Morocco, Turkey, Georgia The shipping costs are 24,00€ per box (maximum 30kg per box) in addition to 1,50 € per kilo weight. Crisis surcharge: EUR 0,65 per kilo* weight. Zone 5 USA, Canada, Singapur, Mexico, Japan, China, Hong Kong, Malaysia, South Korea, Taiwan, Puerto Rico, Philippines, United Arab Emirates, India, Jordan, Kazakhstan, Uzbekistan, Vietnam The shipping costs are 23,00€ per box (maximum 30kg per box), in addition to 5,50 € per kilo weight. Crisis surcharge: 1,30 EUR per kilo* weight. Zone 6 New Zealand, Australia, Chile, Brasil, French Guiana, French Polynesia, Tanzania, Costa Rica, Argentina, Uruguay, Paraguay, Colombia, Martinique, Madagascar, Panama, Peru The shipping costs are 29,50€ per box (maximum 30kg per box), in addition to 3,30 € per kilo weight. Crisis surcharge: 2,30 EUR per kilo* weight.
	Crisis surcharges differing from the zone price (per kilo weight) Australia, New Zealand: 5,20 EUR Chile: 3,90 EUR Brazil, South Africa: 2,80 EUR USA, Canada: 2,35 EUR Singapore, South Korea, Taiwan: 1,50 EUR Japan: 2,90 EUR China, Hong Kong: 0,50 EUR
	*Different crisis surcharges apply for individual countries

Information on customs duties and tariffs:
https://ec.europa.eu/taxation_customs/select-language_en

For Switzerland:
http://xtares.admin.ch/tares/login/loginFormFiller.do?l=en

For the UK:
https://www.gov.uk/import-goods-into-uk

Payment

To pay your order, you can choose between the following options:

- prepayment by bank transfer This option is only available for EU customers. Please find our bank details on your order confirmation; Your order will be shipped after the payment is confirmed in full by our bank. The amount is payable within 10 days after contract conclusion. The reservation will expire after this period and the order will be cancelled.

- PayPal
During the ordering process you will be forwarded to PayPal's website and guided through the payment process. You will be redirected safely to the PayPal site at check-out. You can log in to your PayPal Account or pay as a guest. The transaction is transferred to our PayPal account info@kalango.com immediately.

- Credit Card
With the submission of the order, you provide your credit card details. After your identification as the legal cardholder, the payment transaction is automatically carried out and charged to your card.
Google Pay
In order to pay the invoice amount via Google Pay, you have to be registered with the service provider Google, must have activated the Google Pay function, identify yourself with your access data and confirm the payment order. The payment transaction will be carried out directly after submission of your order. Further information can be found during the ordering process.
Apple Pay
In order to pay the invoice amount via Apple Pay, you have to use the „Safari“ browser, be registered with the service provider Apple, must have activated the Apple Pay function, identify yourself with your access data and confirm the payment order. The payment transaction will be carried out directly after submitting your order. Further information can be found during the ordering process.

The billing is carried out by:
Stripe Payments Europe, Ltd., 1 Grand Canal Street Lower, Grand Canal Dock, Dublin
and
Stripe Payments UK, Ltd., 7th Floor, The Bower Warehouse, 211 Old Street, London EC1V 9NR, United Kingdom (“SPUKL”)

- by Invoice This option is only available for preexisting customers with a registered customer account in Germany. Bills are payable within 14 days upon receipt of goods. We reserve the right to ask you to use a different payment method.

- SOFORT by Klarna
After placement of the order, you will be forwarded to the online provider SOFORT GmbH's website. In order to pay the invoice amount via SOFORT, you must have an online banking account with PIN/TAN process for participating in SOFORT online bank transfer, identify yourself accordingly and confirm the payment instructions to us. You will receive additional information during the order process. The payment transaction will be carried out by SOFORT and debited to your account directly thereafter.
More information about SOFORT can be found here on their official homepage https://www.klarna.com/sofort/.