Shipping and tracking
Packages are generally dispatched within 2 – 10 working days or under, after receipt of payment, and are shipped via UPS, DHL or GLS with tracking and signed-for proof of delivery recorded. Note that our guitars are supplied directly from our factory in Valencia, Spain and may still be in the finishing process when you purchase them, leading to a short delay in shipment. In this case, the customer will be informed of any new delivery dates and reserves the right to continue with the order or cancel it. Antonio Sanchez reserves the right to choose the transport agency it deems appropriate for each country and for each shipment.
Generally delivery time is 2 – 7 working days, depending on the destination. Note that when exporting outside the EU there may be some additional delay due to customs clearance in the destination country. The time of preparation of shipments of guitars containing Rosewood outside the European Union may suffer delays due to the management of CITES certificates. Antonio Sanchez will do everything possible to make this preparation period as short as possible, but we can not promise to give an exact date, since the elaboration of these certificates does not depend on Antonio Sanchez, but on the corresponding authorities. All our guitars are shipped with insurance. For this insurance to be effective, the customer must notify the carrier of any defects or significant breakage in the packaging and notify Antonio Sanchez in a period not exceeding 24 hours from receipt of the order. Whichever shipment choice you make, we will provide you with a tracking number to track your package online.
Shipping fees include handling and packing fees as well as postage costs. Import taxes and customs charges are not included in shipments to countries outside the European Union (CIF Conditions) and must be paid by customers in the country of destination. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them.
Boxes are amply sized and your items are well-protected.
SHIPPING COSTS
Our shipping prices are calculated on the basis of one guitar box with the dimensions of 21 x 48 x 114 cm. This box can accommodate a single guitar, with or without a guitar case, with the additon of other small accesories, such as guitar tuners, guitar strings, guitar straps, and similar products. If your order comprises more than 2 guitars or more than 2 guitar cases, or anything else that exceed the capacity of our standard shipping box, some extra shipping charges may be applied. In such case, we will let you know of the applicable extra shipping charges. You are then free to accept the conditions, or cancel your order.
Returns
Our policy is to ensure maximum customer satisfaction when you place an order with Antonio Sanchez which is why all our guitars are checked before they are sent by our luthiers.
Notwithstanding, if you are unhappy with an item you have received, or you have changed your mind, then in line with the Distance Selling Directive (DSD) you have the right to return said item, provided you inform us of this decision within 14 days of receipt. All returned products must be returned unused and received by Antonio Sanchez in the same perfect condition in which they were sent to you, in the original packaging, including owner manual, warranty card and any supplied accessories.
- Once you have informed us of your decision to return a product, you must wait for our confirmation and will receive instructions for the safe return of the goods, including the return address and export documents, if needed. Goods will be returned at the customers own expense and risk, and to this end, we recommend you fully insure your return shipment. Any dispute with the shipping agent with regard to the return shipping will be the sole responsibility of the customer.
- Once returned goods are received by Antonio Sanchez and checked by our luthiers, we’ll issue a refund of the cost of the goods by your original payment method only. Transportation fees paid at the time of purchase will not be refunded in any circumstances.
- Any goods that are received incomplete, or not in perfect condition will incur a 35% restocking charge or can result in being rejected upon receipt.
- A refund will be made directly to the credit/charge card used to place the original order within 14 days or earlier, once we have inspected the returned item and are satisfied that it has been returned to us brand new and in mint condition.
In Antonio Sanchez we adjust the height adjustment for the strings of each guitar based on our experience and the preferences of our customers and depending on the characteristics and needs of each model. If you would like to make a special adjustment, please let us know when you place your order.
It is the customer’s responsibility to pay for the return postage of products.
Special orders, guitars with options included, lefty guitars that are not in stock at the time of purchase or non-standard models will not benefit from the 14 days money back warranty but they are still covered by the manufacturer’s limited warranty.
Delivery Dates
Antonio Sanchez relies upon the services of third party couriers for all of our deliveries. We aim to carry out our despatch and delivery promises on time, but there are inevitably a few rare occasions when couriers fail to perform the service that they are required to. We cannot be held responsible for the late delivery of an item in circumstances beyond our control.
For the avoidance of doubt, Antonio Sanchez will not refund the standard delivery charge if a courier has failed to deliver the item(s) on the anticipated delivery date, unless an upgraded Premium Guaranteed Service has been paid for and an item has not been delivered within the pre-agreed timescale. In this case, a refund will be given equal to the difference in price between the Premium Guaranteed Service and the standard non-guaranteed service price. Please allow 14 working days for the refund to be credited to your account.
NON-DELIVERIES
Antonio Sanchez will not accept liability for goods lost in transit unless we are notified within 10 days of the expected delivery date.
All goods will be delivered to the address supplied by the customer. The customer is responsible for making all arrangements to take delivery of the goods whenever they are tendered for delivery. All goods that have been requested by the customer to be left in a ‘safe’ place are the responsibility of the customer and we will not be held liable for missing or stolen items.
If the parcel does not arrive when you are expecting it then please don’t hesitate to contact us through our Contact Form and we will do our best to liaise with the relevant courier to trace the parcel’s whereabouts. If your parcel cannot be delivered because nobody can sign for it within 3 days it will be returned to us. Should we then have to re-send the parcel, we reserve the right to re-charge the cost of any re-delivery.
DAMAGE IN TRANSIT
If boxes arrive in a damaged condition, please unpack appliance immediately. Damages must be confirmed in writing to the carrier, otherwise we can’t accept compensation claims. It is the buyer’s responsibility to inform us within 24 hours after reception of a damaged item.