The Thomann Ordering Process
On this page we'll explain the usual ordering process at Thomann in ten steps - from selecting an item to its delivery at your doorstep.
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
With the Add to basket button, you place products you would like to buy into your shopping basket. When you place products in your basket, the number of items is shown at the top right on top of the basket symbol. Click on the To your shopping basket link to change the amount of each product in your basket, remove items and manually add additional items.
Step 3: Proceeding to the checkout counter
Complete your purchase by clicking on the Buy button. On the checkout page, enter your address, the payment method and add any additional information (such as a different delivery address or delivery date), and send off your order. After your first order, you'll receive a customer log-in that lets you save your information so that you don't have to re-enter it in the future.
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 89000 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.