FAQ

Items with the status 'in stock' are in stock in at least one of our shops. In addition, there are articles that are not in stock in the shops, but in the distribution warehouse. These items are usually also readily available. Finally, there are articles with the status 'delivery on request'. For these products, we are not automatically informed of the delivery times. In this case, let us know and we will request the delivery time for you.

The ordering process is very simple. Found your favourite product? Add your item(s) to your shopping basket. Here you will get an overview of all your desired products. If necessary, add your discount code here. Proceed to checkout. Then log in. Next, we will ask for your invoice and shipping details. Finally, choose your preferred payment method and check your order.

The delivery time of your item depends on where it is in stock.

• If the item is in our warehouse, it will be shipped the same day or the next working day (Monday to Friday). If you order during the weekend, your order will be shipped no later than Tuesday.
• If the item is not in the warehouse but is in stock in one of our stores, it will ship the next working day if you order before 2 PM.
• If you have ordered more than one item and your items are distributed across different stores, we will try the fastest possible route. This may take a little longer, usually 2-5 working days.
• If you have chosen to pick up in a store and the item is in stock, you will usually receive an email within an hour letting you know that you can go pick it up. If the item is not in stock there, but is available in the warehouse or another store, you can expect your order at your chosen store within 5 working days. You will always receive an email as soon as your order is ready.
• If the item is not in stock anywhere – all stores and the warehouse are marked orange and "fast delivery" – your order is usually delivered within 1-2 weeks. However, we have noticed that more and more suppliers have limited stock. If we receive an indication that the 2-week deadline will not be met, we will contact you.
• To avoid overburdening our staff with questions regarding the status of your order, we ask that you respect the deadlines mentioned above before contacting us. If you still have questions after that, please contact us by email at info@vandemoer.be ; we strive to provide an answer the same day (Tuesday - Saturday).

The time the order is delivered to your door depends on the carrier. If you are not at home, the carrier will leave a message with instructions on how you can still have the parcel delivered.

For shipments over 69 euros, you pay no shipping costs within Belgium and the Netherlands. Orders under 50 euros will cost you 10 euros in shipping costs. Shipping costs to other countries are:

• France, Germany and Luxembourg: 15 € - free shipping from € 250
• United Kingdom: € 15 - free delivery from € 500
• Austria, Denmark, Finland, Italy, Portugal, Spain, Sweden and Norway: €20 - free shipping from €500 onwards
• Czech Republic, Ireland, Poland and Slovakia: € 25 - free shipping from € 500 onwards

Yes, you can collect the product you ordered the same day in our shop. Please keep our opening hours in mind.

We offer a 2-year warranty on all products, except for products that are replaced regularly such as batteries, picks, lights, strings, reeds, drumsticks and the like.
Second-hand products carry a 6-month warranty.
In addition, the warranty does not cover defects or wear due to poor maintenance or improper use.

Has the 3-year warranty expired? Then you will have to pay the repair costs in full. Any doubts? Contact us and we will be happy to help.

We only accept returns of items if:

• the product is complete and, if applicable, in its original packaging and condition
• the product is unused
• the product is clean
• the accompanying materials (if applicable) are fully present and if possible in the original packaging. This also applies to the original manuals and supplied accessories.

Please include a fully completed return form with every return. This is necessary for the allocation of an authorisation number.

Online purchases can always be returned to one of our shops if they do not meet your expectations. The product will be refunded if it is returned in perfect condition within two weeks of purchase. The money will always be refunded and never in cash in the shop.

You can request a return via e-mail. You send the product back in its original packaging at your expense. If you have received the wrong product, or the product is damaged or incomplete, we will provide you with a return label and cover the shipping costs.

The order number can be found on your confirmation email. If you have any questions, just give your name and the date of your order and we will get back to you.

Does your packaging show signs of damage? Then report this to us in the drawing before receipt. This notification is necessary if this delivery is to be returned.

If you have received the wrong product, or the product is damaged or incomplete, we will provide you with a return label and cover the shipping costs.

Yes, we also do repairs. Our staff will first assess the damage (both cost and repair time) and then pick up your instrument/amplifier for repair. Depending on the warranty, article or damage, the repair is done by our own repair staff or the repair service of the supplier/manufacturer.

The shops in Aalst, Borsbeek and Ghent are open from Tuesday to Saturday continuously from 10 am to 6 pm. The shops are closed on Sunday and Monday. In Geraardsbergen, our shop is open from Tuesday to Saturday from 10 am to 12 pm and from 1.30 pm to 6 pm. The shop is closed on Sunday and Monday.

At Van de Moer Instruments you can pay 100% safe with Bancontant, PayPal, Visa and MasterCard.

Yes, you can transfer the amount yourself via internet banking or a written transfer. You will receive an e-mail from us with all the payment details. When your payment has been completed, you will receive a confirmation e-mail from us when the payment has arrived. Please note that the payment can take one or more days. This will affect your delivery time.

No.

The invoice following your order serves as proof of purchase.

In some cases, trading in your old instrument when purchasing a new one is possible. Visit one of our stores for this.

You can offer an item for sale through one of our stores. We'll agree on a price you'd like to receive and set a minimum price.  Your item will be displayed in our store and on our website for three months, with a one-time extension of up to six months. The buyer pays a small commission on top of your asking price. If your item isn't sold within that period, or if you find a buyer yourself, we'll charge an administrative fee of €60.