FAQ


How long does it take to pay via credit card or bank transfer?

Payment are not always immediately transfered to us. We give you below an overview of the various payment possibilities and how fast they are processed:
  • If you pay by credit card, we immediately receive the payment confirmation. Note that the amount is only transfered to our account after the goods have been shipped.
  • The fastest way to pay via bank transfer is via our Post account (red payslip payment on account number 40-358241-0 or IBAN-Nummer CH7609000000403582410). Usually, such a bank transfer payment is received by us one day after you proceeded with the payment.
  • A Yellownet Express bank transfer payment is usually received by us immediately. If you have a Post account you can hence pay and unlock your order the same day you place your order. Please let us know by email/telephone after you paid by express bank transfer.
  • A payment at a Post counter usually takes one day until we receive the payment.
  • WARNING: a payment with reference number (orange payslip) is typically received by us the day after the payment at around 20:00. Such payments are processed automatically by our system and typically take one extra day until the payment is fully confirmed.
I am already a customer of Musix, but I don't have an online account.

Regardless of whether you are an existing MusiX customer or not, you have to create an online account if you want to order via our website. Accounts can be created online here.
I already have an account Musix but can not log in anymore.

This can have several causes:
1. The password is wrong: change it here.
2. Your account was created with an old email address. In this case you should create a new account or you should contact us so that we update your account with your new email address.
3. If login is still not possible, the problem might come from your Internet browser 'cookies'. Simply delete all cookies in your Internet browser.
If you are still unable to login to the website, please contact us via email or phone.
Can you inform me when a product arrives in stock?

Yes. If you're interested in a product which is currently not in stock, we can send you an atutomatic notification message as soon as the product will arrive in stock.

In urgent cases we can also call you back as soon as a new product becomes available.

In case of a "pick-up" order, you will receive an e-mail as soon as all the ordered products are available in stock. (If you wish, we can also set the order on "partial-delivery" so that you receive an e-mail each time an ordered product arrives in stock).

When and how do we ship goods?

  • We ship goods every day from Monday to Friday at office hours. Parcels delivered by the Post (less than 33kg) are usually delivered the next day after the shipping (week days only).
  • Parcels are delivered by the Post or by a shipping company at the front door of your house or building, and not at the door of your apartment (if it is located in a higher floor).
MusiX Express delivery service

You have a concert tomorrow and you need some particular product? Your son has birthday and his birthday present must be delivered on time? Don't bother anymore, because we can organize an EXPRESS delivery. Please call us if you want more information about this service.
What is the procedure/process when I order online?

  1. You place an online order.
  2. For the payment, you choose either secure-online credit card payment or bank transfer.
  3. After confirmation of the order, you receive via email an automatic confirmation.
  4. Your order will then be processed within 1-2 hours by one of our employees (office time). You will then receive a second confirmation email and your invoice.
  5. Your order will be processed after we have received the payment. For bank transfer, we will send you a confirmation email when we receive your payment.
Order processing, cancellation, return material authorization

An online order is established by clicking on the "order" button. An online-order is binding and there is no right to cancel an order or return material without an RMA (return material authorization). Exceptions can be agreed and have to be confirmed by us on the order confirmation. Please contact us in cases where you are unsure if the product selection is the right one: We like to assist you and find best possible solutions together in order to both reduce unnecessary delivery costs and avoid the risk of buying the wrong product. Thank you for contacting us by mail or phone in advance!
Privacy statement

Privacy statement
MusiX AG ensures that the collection and processing of personal data are conducted in accordance with the requirements of the Swiss data protection legislation. In all areas concerning online offers, the MusiX AG employs comprehensive resources and takes organizational measures for the protection of unauthorized access, manipulations and data loss.

Information access to public MusiX AG websites
In principle, a request for information on the public MusiX AG websites needs no prior identification of the visitor. For statistical purposes and to optimize our offers, the MusiX AG can record and process the technical data that access devices. This concerns the following specifications:

  • Date and time of the website request
  • Browser type, version and language settings used and the operating system installed
  • Display size in the display equipment installed
  • IP-Address of the terminal or internet access

If you visit third parties' websites via links on www.musix.ch you leave the MusiX AG's sphere of influence and thus the scope of application of this directive.

Communication of personal data in the public domain
By freely informing us of your personal data, e.g. through entries in a questionnaire or an order form, you consent to the storage and processing of your data. The data will be kept inaccessible to third parties by MusiX AG. Use of the data collected will be restricted to absolutely necessary information and used and stored only for processing the required procedure. Passing on to persons or organizations other than MusiX AG will not occur without your express consent.

Use of websites in the private sector
MusiX AG offers its customers access (via Login) to personal data and related services. Use of these services takes place in accordance with the terms and conditions published on www.musix.ch.

Communication via email
If you use one of our published email addresses to contact us, you explicitly authorize us to reply to you via the same canal to the sender address or another address provided. Emails will be sent unencrypted via the public internet and are possibly accessible, visible and easy to manipulate by third parties. Email communication is therefore not suitable for conveying confidential information. We accept no client orders via email.

Google Analytics and Google Remarketing
This website uses Google Analytics and Google Remarketing. These are Google Inc. ("Google") services. Google uses cookies, text files, which are stored on your computer and enable analysis of use of the website. Information on your use of this website generated by the cookie (including your IP address) is transferred to and stored in a Google-operated server in the USA. The IP address is subsequently shortened by the last three digits, and a clear allocation of the IP address is thus no longer possible. Google observes the US-Safe-Harbor Agreement's data-protection provisions and is registered with the US Department of Commerce Safe Harbor Privacy Principles Program.

Google will use this information to evaluate your use of the website, to compile reports concerning the website activities for the website operator and to provide further services related to internet and website usage. Google may also transfer this information to third parties if this is legally permitted or if third parties process this data on behalf of Google.

Third-party vendors, including Google, serve advertisements on websites. Third-party vendors, including Google, use cookies to serve ads based on a user's prior visits to this website.

Google will not use your IP address in connection with other Google data. You may opt out of data collection and storage at any time with future effect. You can prevent the installation of cookies by Google by using a special setting on your browser software by accessing www.google.de/privacy/ads and clicking the 'opt-out' button. Alternatively, you may opt out of third-party ad servers' use of cookies by accessing the deactivation page of the Network Advertising Initiative on http://www.networkadvertising.org/managing/opt_out.asp. You will find more advice regarding Google provisions on www.google.com/intl/de/privacy.

We must point out, however, that in this case you may not be able to use the full scope of the website's functions. By using this site, you agree with the processing of data collected about you by Google in the manner described above and for the afore-mentioned purpose.

Payolution: General Terms and Conditions (GTCs) for the Purchase on Account and Purchase by Installments

We have an external partner for payment by installments, which is the company Payolution.

You can order the products on our website and choose as method of payment "Payolution."

Important: you must be registred in Switzerland and have reached full age (at least eighteen). You will be asked in how many installments you want to pay (3 to 12 months). Confirm with a click on the 2 boxes "commitment" and "confidentiality". Click on the button "Kaufen" and you'll get an answer immediately.

General Terms and Conditions (GTCs) for the Purchase on Account and Purchase by Installments
Additional notes on the privacy notice for purchases on account and by installment
Ist eine Lieferung gegen Rechnung möglich? Welche Zahlungsoptionen stehen des Weiteren zur Verfügung?

Ja: Nach positiver Bonitätsprüfung ist die Zahlungsoption "Rechnung" verfügbar.

Weitere Zahlungsmöglichkeiten:

  • Postcard (gebührenfrei)
  • VISA (gebührenfrei)
  • Mastercard (gebührenfrei)
  • Postfinance (gebührenfrei)
  • PayPal (gebührenfrei)
  • Ratenzahlung via Payolution (gebührenfrei von Seiten MusiX, Gebühren von Payolution gemäss deren Bestimmungen)
  • Nachnahme (15.00 pro Paket + 5.00 CHF Grundgebühr)
Is it possible to receive the product available as partial delivery?

Yes! A partial delivery or pick-up is always possible. Please note that a partial delivery might be subject to extra delivery charges, depending on the situation.
I'd like to pick up my goods instead of a shipment. Is this possible?

Yes. Please inform us if you like to pick up your goods. By the way: You can also send us an e-mail to let us know that you generally prefer to pick up your goods. We will add a remark in your customer's-data-entry, so that future orders will automatically be marked as pick-up orders.
I'm in holidays during the next two weeks. The delivery should be carried out afterwards.

No problem! We can place a delivery date remark to every order: an order will not be delivered before this date. We can also add a "warningtext" to your order, for example to inform our collaborators that they should call you before delivery.
How does the 30 days money back warranty work?

This warranty is initially valid for a test phase and can be retracted by MusiX at any time during that period. Customers can claim the warranty if the corresponding clause is written on the order confirmation/delivery document/receipt.

The warranty covers orders for all products that are shown as "on stock", "on backorder" or "soon on backorder" in our webshop. It can also be extended to other products after a preliminary agreement.

Please get in touch with our customer service (return@musix.ch) to arrange details like return adress, refund method ec. before sending back an item. Goods have to be returned generally via Post to an adress specified by MusiX. Goods have to be sent back in the original packaging, "as new", without any wear and including all originally delivered accessories. MusiX will refund the customer payment within 14 days of the reception.

MusiX reserves the right to charge a restocking fee if the returned item or original packaging is disproportionately and/or unneccessarily worn or damaged.

The following product groups are excluded from the 30 days money back warranty for obvious reasons:

Used wind instruments (brass/reed), harmonicas, certain headphones ("inear"), intensively used vocal microphones and sealed items, expendable items like batteries or vacuum tubes. Items that are built to a customer's order like studio furniture, acoustic pianos & grand pianos, flightcases, custom made instruments can only be returned after a preliminary agreement. Also uncovered are software or combined hard-& software-products where the software sealing is broken or the software was installed/registered/activated by the customer.

Please note, all products paid for by Payolution are not eligible for the "30-day-return".

What ist the "3 year warranty"?

MusiX grants an extended 3 year warranty period to all customers, starting for orders from 16.09.2016 or later. If an item that was purchased from MusiX AG is going defective not caused by immoderate use or extreme wear, MusiX will arrange a repair free of charge for the customer, or will exchange the item for an equivalent alternative product. If an adequate substitution is by no means available, the purchase price will be refunded.

Defects caused by wear are covered when the item was adequately cared for and was not exposed to excessive strain.

Not covered by the warranty are expendable items like batteries, vacuum tubes, light bulbs, strings ec.

The 3 year warranty is a "bring in"-warranty. Please get in touch with the MusiX customer service to arrange details before sending back items.

My product is broken - how should I proceed?

Important: It is really important to contact us before sending it back to us.
Please read the information below regarding warranty.
  • Do always contact us first. When you send us a describtion of what is broken by E-mail, we can handle the case faster and with more efficiency.
  • We prepare the guarantee-handling with the responsible service-center and write you an E-mail back in which we tell you to whom you can send your broken device.
  • Normally you can send the device directly to the responsible service-center. Sending the device back to us would slow down the handling and it causes unnecessary costs.
  • The only exceptions are expendable items, used equipment, repairs and accessories such as batteries / strings / tubes, etc.
  • Warranty: who pays the extra costs?

    If there is nothing stated, it is a 'bring-in' guarantee. This means that:
    • The warranty covers the costs of the reparation in the service-center.
    • The charges for the shipment to the service-center are paid by you.
    • The reshipment to the customers is covered by the guarantee.
    Buying/Selling used (second-hand) products from customers

    Unless clearly indicated on our website, i.e. special trade-in promotions, we do not buy used products from our customers.
    A product is available in limited quantities. How is it assigned to customers?

    The allocation of the incoming units are done on a 'first-in-first-out'. That is, the customer who first ordered (and paid) is next to receive the next available unit.

    We always try to identify potential delays in advance and always try to pre-order enough products. However, it is possible that a product is sold in the meantime, in particular for new products introduced on the market.

    I don't want to receive any advertisement

    We certainly understand your wish to stop receiving the annual catalogue or the newsletter by E-mail.

    In that case, please let us know by E-mail. We will send you a confirmation that we correctly noted that you no longer wish to receive postal or electronic (email) advertisements.

    I forgot my password

    To get a new password for your registered email-address, please click here.
    It's asking me for eFinance credentials even though I have chosen to pay with post card.

    For payments of over CHF 500 or EUR 350 (limit per transaction and month), you will also need the PIN for your card and the card reader. The amount will be debited directly from your account.
    Product return

    In general, we do not accept any products except, of course, if the product has a defect or malfunction upon receipt and fulfill the requirements described in the "Warranty".

    In exceptional cases and only after written agreement of MusiX, a product can be exchanged.
    In this case, the item must be returned in its packaging and in original condition.
    All return costs are supported by the customer.
    The article can not be returned in the following cases:
    • Deterioration, however small, of the appearance of the product (scratch, dirt, sticker)
    • torn packaging
    • Loss or damage to the original packaging and accessories
    • Using a key or license-related product (software, its banks ...)
    • Harmonicas/Headphone (for hygienic reasons we do not accept the return of this type of product).
    Your Settings
    Your benefit
    Customer feedbacks
    David W. - 10.02.2014
    Many thanks for the great service provided late on Saturday afternoon and for preparing all ordered goods. Saturday evening the kit was up and running, I'm impressed.
    Nadiya H. - 30.07.2015
    Thanks for the very nice service - we got the piano today. Amazing job! Best regards
    Ali A. - 10.04.2015
    I can't thank you enough for your advices and follow up, and I'm recommending Musix to my friends here, I will also put a nice word in the piano forum I have been checking :)
    Yan S. - 13.07.2016
    I love the new piano! The quality of the product and sound is just amazing. I was also very impressed by the efficiency and professionalism of your service - in true Swiss standard! By the way, I'll visit your shop in Bern on Thursday afternoon. My best wish to the prosperity of your business!
    Stephen F. - 20.11.2013
    Many thanks for the incredible customer service -- the replacement part arrived and works perfectly. Musix rocks!
    Eduardo H. - 16.02.2015
    thanks for your attention to my order, your shop is the best, great service.
    Antonio F. - 06.04.2013
    I received the piano yesterday as expected and I'm absolutely happy about it. Thank you and your colleagues for sorting it out.
    Manuel P. - 25.05.2016
    Thanks for your reply and help on this matter, The seriousness of your follow -up and fast reply are a great sign of service :-) Congratulations. Continue this way. Yes there are always way to improve. And I am glad I could contribute to that . At least , you have won my sympathy again... :-) I am looking forward to receiving the Guitar
    Maria P. - 22.07.2016
    I have to compliment Alberto Cusenza. I had some issues with the payment and everything, and he was super patient and answered my emails pretty quick. I'll wait for my order, but until now I really like how your store have so many options of instruments (I'm from Brazil and for me it's even weird that some cities such as Interlaken doesn't have any store as Musix) Your e-commerce was super helpful as well as your team. Have a nice evening!
    Mark S. - 26.08.2016
    We have all of the order delivered already !! That was fantastic service thank you so much. The boys (and myself) are very happy with both the guitars and are looking forward to their first lesson tomorrow.
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