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PURCHASE

How can I make a purchase?

In order to make a purchase please select the product that you want, choose the model and colour and add it to your basket by clicking the "PURCHASE" button. A list of the items in your basket will appear and you can start the purchasing process or continue browsing.

How do I know you have received my order?

Once the order has been placed, you will receive a confirmation e-mail which outlines the products that you have purchased. We will prepare your order within 24-48 hours and it will be sent using the means of transport that you have selected. Once the courier service has the package, you will receive an e-mail with the tracking number. You can use this to track the item.

I would like to cancel or change an order. How do I do this?

If you have already placed the order, we recommend that you contact us by sending an e-mail to guitars@aclam.cat or calling +34 931 701 767.

If you have any doubts or queries...

Please send an e-mail to guitars@aclam.cat or call +34 931 701 767 to tell us the problem and we will resolve it for you.

 

ACCOUNT

How can I become a user?

In order to become a user, click the “Log in" button on the upper right hand side of the website, and click on new account. Enter your e-mail address and fill in all of the information requested (the only fields that are mandatory are those marked with an asterisk).

We also recommend that you receive our electronic newsletter, as this will allow us to inform you of our news and promotions.

I have forgotten my password, what do I have to do?

If you have forgotten your password, enter by clicking on "Log in" and click the "Forgotten your password?" button. Enter the e-mail address that is linked to your account and you will receive a message in your inbox to change the access code with a confirmation link. Once the change has been confirmed we will send you another e-mail with the new access code.

How can I change my access code?

In order to change your access code you must enter your account and click the "My personal details" button. In this section you can manage your contact details, e-mail address and access code.

How can I delete my account?

In order to delete your account, please send an e-mail to guitars@aclam.cat or call +34 931 701 767 and we will delete it.

How can I add or change an address?

In order to add or change the shipping address for your order you must log in and click the "My addresses" button. In this area, you can add and change as many addresses as you want.

How can I see the orders I have placed?

To see the orders that you have placed you must log in and click the "History and details of my orders" button. You can access all of your orders there and watch their progress.

 

SHIPPING OR DELIVERY

How will I receive my order?

When you make a purchase you must choose the shipping method and the address where you would like to receive your order. Remember that you can add as many addresses as you want via your account, but each time you purchase something, you will be asked to choose the address you want to receive the order at. You can also choose to collect your order from our offices on carrer Consell de Cent 201, Barcelona, Spain.

Aclam Guitars delivers worldwide. For any doubts, please contact us at guitars@aclam.cat or by calling 93 170 17 67.

Where will I receive the package for my order?

We will send your order to the delivery address that you have chosen when making your purchase. If there are any problems with the order or the shipping we will contact you via e-mail or telephone.

If I am not at the address specified when the package with the order arrives, what will happen to the delivery?

The courier service (MRW/FEDEX) will contact the purchaser twice. If the order cannot be delivered, the courier service will keep the package at the branch of their offices that is closest to the delivery address provided. You will need to go to the offices of the courier service in order to collect your package.

Will I need any documents when I receive the package?

Yes, your national identity card. (National ID No/Foreigner ID No/Passport). 

Is it possible for me to find out at any moment what stage of delivery the package with my order in it is at?

Yes. From the moment that we receive your order we will prepare it within 48-72 hours and deliver it to the courier service that provides the transport. Once it has left our offices we will send you a MRW/FEDEX code so that you can track your order. In the event of any problems, please send an e-mail to guitars@aclam.cat or call +34 931 701 767.

If the order does not arrive or in the event of any problems, what do I need to do?

Contact us at guitars@aclam.cat or call +34 931 701 767.

 

PAYMENT

How can I pay for my order?

You can make your payment using PayPal or a credit/debit card (VISA or Mastercard).

Is it safe to provide my bank details, card details or PayPal information?

All of the transactions are carried out using a secure service that encrypts the data. Each time you make a payment, there is a link with information regarding security measures. In addition, our security measures are in line with the Spanish legal regulations, in accordance with article 9 of Law 13/1999 LOPD (Spanish Personal Data Protection Act).

If you pay by card, does the cardholder have to be the same person as the purchaser?

It is not necessary.

Can I use my passport instead of the National Identity Document?

You can use your passport, but if you are resident in Spain, we recommend using your National Identity Document.

Can I pay in instalments? Is it possible to finance my purchase?

We do not offer financing or the possibility to pay in instalments.

 

RETURNS

What does the guarantee cover? What does it not cover?

Ours products are covered under guarantee for two years from the purchase date, under the conditions and supporting evidence regulated by current Spanish Legislation. The product guarantee will only be applicable by presenting the proof of purchase, which is the invoice or the receipt.

A product is covered under guarantee if it presents lack of conformity because it does not correspond to the product characteristics specified, is defective which prevents its normal use according to its purpose, or does not function as described. The purchaser has the right to have the article repaired or replaced (either the product or the faulty component, at the discretion of the manufacturer).

To make a claim, the purchaser must return the product to the store where it was purchased within one month from discovering the fault, and report the nature of the problem, the time and the circumstances under which it occurred.

If the product was purchased through our website, the purchaser can claim by sending us an email with the proof of purchase attached and a detailed report of the defect, the time and the circumstances under which it occurred and the corresponding supporting evidence.

Any repair or replacement covered under guarantee will be free of charge.

If it is proven that the defects reported by the purchaser are incorrect or have occurred more than one month before the date notified, or are not covered under guarantee according to current Spanish Legislation, a quote may be given for repair or replacement of the article out of guarantee.

The same procedure will be followed if the faults in the article are the result of unsuitable use, the product has been handled by third parties before the repair, has been incorrectly stored, or due to force majeure or any other cause not attributable to the manufacturer. Unsuitable use or incorrect storage also includes failure to follow the instruction manual or documentation included with the product and/or on the manufacturer’s website (www.aclamguitars.cat).

In general, the purchaser agrees to inspect the article purchased immediately following delivery and to inform about any possible lack of conformity as soon as possible, to avoid further damage, as a measure of goodwill.

How can I return the article I have purchased?

Please send an e-mail to guitars@aclam.cat explaining why you have returned the article and our sales department will contact you in order to process the refund.

If I do not like the product or I am not sure about it, can I return it?

You can return it within a period of 14 days following receipt of the order. If you return the item because you do not want it, please remember that the shipping costs are to be covered by the purchaser and the goods must be returned with the original packaging in good condition.

Do I need to pay for shipping if I return a product?

If there is a manufacturing defect, shipping will be paid by Aclam Guitars (freight collect). If the goods are returned because the purchaser does not want them, the shipping costs are to be covered by the purchaser and the goods must be returned with the original packaging in good condition.

How many days will it take for me to find out if the guarantee covers the damage?

Once we have received the product, within 24-48 hours you will receive a response to inform you of the decision. 


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