FREQUENTLY ASKED QUESTIONS

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 "Add to cart!" button. A list of the items in your basket will appear and you can start the purchasing process or continue browsing.

You’ll need to register through the website by creating a user account.

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.

It says “no shipping option” to my country when I try to make a purchase.

We ship worldwide, so don’t worry if this message appears. Please, send an e-mail to guitars@aclam.cat with the list of the products you would like to buy and the shipping address you would like them to be sent. Our team will work to quote a shipping for you so you can get everything you need.

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?

Several shipping options are available depending on destination, size of the product and desired delivery speed. If one of the options isn’t listed during checkout it doesn’t apply due to destination or size restrictions.

How long does it take from placing the order until it gets shipped?

We usually ship within the next 24/48 hours after placing the order. An additional 24/48 hours may be added after holidays or weekends and higher workload periods.

In the case we cannot serve an item you have ordered, or any special circumstance arises; we would contact you to inform of the alternatives available.

Which courier will deliver my Aclam products?

You will have to choices to choose from:

DHL

Postal service

Where will I receive the package for my order?

The order will be shipped to the address stated as the delivery address during the checkout process. If you detect an address mistake after submitting the order, contact us as soon as possible, as modifications made too late may incur an additional expense which we won’t be held liable for.

For orders outside of the EU the delivery address must be the same as the billing address. If they are different, we will use the shipping address as the billing address.

What features does each shipment method include?

Please take the time to decide the most suitable option for you, as timings and delivery options differ from each other. If you aren’t in a rush but the lengthiest outcome doesn’t suit you, select a faster option. Some shipment options may not apply for a particular destination, so be aware when you are asked to select a shipment method after entering your delivery address during checkout.

Postal Services – Light

Best option for small packages when transit speed is not a concern and destinations apply.

Transit times:

Estimated time of arrival NOT guaranteed, the following ETA are merely minimum transit times between collection and arrival to your country’s postal service, expressed in working days. Customs or local postal delays are not considered:

Europe: 5-20 days

North America: 8-25 days

Asia: 10-30 days

South America & Oceania: 10-30 days

Delivery: No signature nor ID request. If physically possible it will be left in the letterbox or place destined for ordinary mail. Not recommended if concerned of the latter, use Standard service if it is the case.

Delay management: If the order fails to get to you within the timings, we will open an investigation that will take no longer than 10 days. Note that customs can hold an item for as long they consider necessary to proceed with an import, in this scenario Aclam can’t be held responsible of the further delays this may cause.

Postal Services – Standard

Best option when transit speed is not a concern and doesn’t apply for Light services.

Transit times:

Europe: 5-20 days

North America: 8-25 days

Asia: 10-30 days

South America & Oceania: 10-30 days

Delivery: Signed for

Postal Services – Priority Post

Fastest postal option for destinations that apply. Signed for and with guaranteed ETA.

Transit times:

Estimated time of arrival guaranteed, the following ETA are transit times between collection and arrival to your country’s postal service, expressed in working days. Customs or local postal delays are not considered:

Europe: 5 - 10 days

North America: 8 - 15 days

Asia: 9 - 18 days

South America & Oceania: 10-25 days

Delivery: signed for – delivered to PO Box

DHL Express

Fastest and reliable option, via air shipments to all the world.

Transit times:

Estimated time of arrival, the following ETA are transit times between collection and your delivery address, expressed in working days. Customs delays are not considered:

Europe: 1 - 3 days

North America: 2 - 5 days

Asia: 3 - 7 days

South America & Oceania: 4-12 days

Delivery: Several delivery options you’ll be able to choose from once the parcel is in transit.

Delay management: in the unlikely case customs, weather or operative delays arise, a 10-day period from the theoretical deadline will be allowed before a ticket can be opened.

DHL Express Economy

Fastest ground transportation for shipments in Europe.

Transit times:

Estimated time of arrival, the following ETA are transit times between collection and your delivery address, expressed in working days. Customs delays are not considered:

2 to 6 working days to most European destinations

Delivery: Several delivery options you’ll be able to choose from once the parcel is in transit.

Delay management: in the unlikely case customs, weather or operative delays arise, a 10-day period from the theoretical deadline will be allowed before a ticket can be opened.

DHL Parcel

Fastest ground transportation for shipments in Europe.

Transit times:

Estimated time of arrival, the following ETA are transit times between collection and your delivery address, expressed in working days. Customs delays are not considered:

2 to 6 working days to most European destinations

Delivery: Signed for

Delay management: in the unlikely case customs, weather or operative delays arise, a 10-day period from the theoretical deadline will be allowed before a ticket can be opened.

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

Postal Services – Light: If it can be done it will be left in the letter box. Otherwise, a notice will be left, and the package will be sent to the closest post office.

Postal Services – Standard: A notice will be left, and the package will be sent to the closest post office.

Postal Services – Priority Post: A notice will be left, and the package will be sent to the closest post office.

DHL Express Worldwide: You will receive an email with several delivery options once the parcel is in transit. From home delivery to leaving the parcel at a service point.

DHL Parcel: The parcel will be left at the closest service point.

Beware a period will be allotted to retrieve the package before the parcel returns to us generating further expenses. In which case we will charge an additional shipping fee if you want us to ship it back or deduct from a potential refund of the order those additional charges.

We keep track of the deliveries, so we will notify you if we detect a delivery attempt was unsuccessful.

Can I find out at any moment the status my order is in?

Yes. Notifications will be persistent for the length of the process. Once the payment gets confirmed and the warehouse has been notified, the order will enter the Preparation status. Once it leaves the warehouse it will enter the Sent status and you will be able to view the tracking information.

If you have any doubts during the process, don’t hesitate to contact the team and we will enlighten you.

Will I get my tracking number?

We will send you a tracking number to follow your parcel within the next 24 hours from the order’s collection. Do not hesitate to contact us if it is not the case and please check the Junk Email folder, as these are automated mails that your email service might detect as junk.

Shipping worldwide but… “My country is not on the list!

If you are trying to make an order but you can’t find your country when entering your shipping address, maybe you’re living on another planet, or maybe you’re the first person in your country that wants some Aclam products, what an honour! We will make you a free-gift if this happens! :) Just contact us and we will work to activate your country in our system so you can proceed normally.

Duties and customs

Orders shipped outside of the EU are subject to local taxes and customs charges, which we cannot foretell as each country has their own rules and taxation laws. We track all the orders we ship, making sure any requirement is covered, so that you don’t need to worry about any paperwork; but if your local customs authority requests a payment, there is nothing we can do about it, nor we’ll take responsibility for that expense, at the end of the day it is money for your government.

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

It’s easier for you to contact us at sales@aclam.cat or call +34 931 701 767, than panic running around like a headless chicken.

Check the timings of your selected shipping method, since we cannot do anything if deadlines haven’t been met.

We will take full responsibility of any issue within the timings by reshipping the order or, in case you wish to cancel, refunding the whole amount of the order.

Bear in mind that we won’t proceed with a refund until the ticket has been resolved by the shipper and the parcel has been redirected back to us in case it hasn't got lost.

PAYMENT

How can I pay for my order?

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

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.com.

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 a product within a 30-day period following the receipt of the order. Even though the shipping cost in these cases are usually taken care by the end user, at Aclam we offer free returns as well. However, Aclam reserves the right to charge for the returns if done repeatedly by the same user. The goods must be returned with the original packaging, good condition and with all the items included originally.

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

If there is a manufacturing defect, shipping will be paid by ACLAM (freight collect). If the goods are returned because the purchaser does not want them, Aclam will take care of the shipping costs. However, Aclam reserves the right to charge for the returns if done repeatedly by the same user. The goods must be returned with the original packaging, good condition and with all the items included originally.