At Mandel Hurdy Gurdies, we are dedicated to ensuring your complete satisfaction with our handcrafted instruments. Please review our shipping and returns policy below.
Shipping Information
As each hurdy-gurdy is a unique, handcrafted instrument, our shipping process is tailored to ensure its safe and timely arrival.
- Manufacturing Time: All our hurdy-gurdies are meticulously handmade. The estimated manufacturing time for each instrument is up to 1 year. This is an approximate timeframe and may vary based on current workshop demand and the complexity of your specific order. The precise delivery schedule will be confirmed with you individually after your order has been placed.
- Shipping Methods:
- International Shipping: We offer worldwide shipping using reputable international carriers (e.g., UPS, FedEx, DHL, Ukrposhta for international parcels). Shipping costs and transit times for international orders are calculated individually based on the destination country and the chosen carrier.
- Shipping Costs: Shipping costs are not included in the instrument’s price and are calculated separately. These costs depend on the package’s weight, dimensions, destination country, and the selected shipping method. The exact shipping cost will be communicated to you once your instrument is ready for dispatch, or an estimate can be provided upon request.
- Order Tracking: Once your order has been shipped, we will provide you with a tracking number, allowing you to monitor your parcel’s progress via the carrier’s website.
- Customs Duties and Taxes: For international shipments, please be aware that customs duties, import taxes, and any other fees imposed by the destination country are not included in the product price or shipping cost. These charges are the sole responsibility of the buyer. We advise you to familiarize yourself with your country’s import regulations before placing an order.
- Packaging: Every instrument is meticulously packed in custom-designed, robust packaging to ensure maximum protection and safety during transit.
Returns and Exchanges
Your satisfaction is paramount. Due to the custom, handcrafted nature of our instruments and the extensive time invested in their creation, our returns policy has specific conditions.
- Cancellation Policy:
- Orders can be cancelled without penalty within 14 days of placing the order.
- After this 14-day period, cancellations may be subject to a non-refundable deposit or cancellation fee, depending on the stage of production. This covers the cost of materials and labor already invested. Specific terms will be outlined in your order confirmation.
- Defective or Damaged Instruments:
- In the unlikely event that your hurdy-gurdy arrives damaged due to shipping or has manufacturing defects, please contact us immediately (within 48 hours of delivery).
- We require photographic or video evidence of the damage/defect.
- We will arrange for the instrument to be returned to our workshop for inspection, repair, or replacement at our discretion. All shipping costs for returns due to damage or defect will be covered by Mandel Hurdy Gurdies.
- Satisfaction Guarantee (Limited):
- Due to the bespoke nature of our instruments, we generally do not offer returns or exchanges for reasons other than manufacturing defects or shipping damage.
- However, if you are genuinely dissatisfied with your instrument for a reason not covered above, please contact us within 7 days of receipt to discuss your concerns. While a full refund may not be possible, we are committed to finding a satisfactory solution, which may include adjustments or alternative arrangements.
- Return Process (if applicable):
- To initiate a return or discuss an issue, please contact us via email at [Your Email Address] or by phone at [Your Phone Number].
- Please provide your order number and a detailed description of the issue.
- If a return is authorized, we will provide you with specific instructions on how to package and ship the instrument back to us. The instrument must be returned in its original condition and packaging.
- Refund Processing:
- Approved refunds will be processed to the original method of payment within [e.g., 14-30] business days after the returned instrument has been received and inspected. Shipping costs are non-refundable unless the return is due to our error or a manufacturing defect.
Important Considerations for you: