Frequently Asked Questions (FAQ)
๐ Shipping & Delivery
Do you offer free shipping?
Yes! We offer free worldwide shipping on all orders, including a tracking number so you can follow your package every step of the way.
How long does delivery take?
Our normal delivery time is 10โ15 working days. Our products are sent directly from our suppliers, which allows us to keep prices low. Please note that delivery times are estimated by our suppliers and are not guaranteed.
Which countries do you ship to?
We ship to most countries worldwide โ including Europe, the USA, Canada, and the Middle East. Please note that we currently do not ship to Australia. If you are unsure whether we ship to your country, please contact us before placing your order.
Will I receive a tracking number?
Yes, every order is shipped with a tracking number. You will receive it by email once your order has been dispatched.
What happens if I don't collect my package?
Unclaimed packages are returned to us after 14 days. For any package not collected, we reserve the right to charge the cost of return shipping and a handling fee of 55 EUR.
๐ต Instruments & Quality
Where are your instruments made?
All our instruments are handcrafted in Turkey by skilled luthiers using carefully selected and aged tonewoods, ensuring exceptional sound quality and durability.
Are the instruments inspected before shipping?
Yes! Every instrument is played and inspected by our team before shipping to guarantee it meets our high quality standards.
What tonewoods do you use?
We use a variety of premium tonewoods including Mahogany, Juniper, Mulberry, Wenge, Kelebak, Rosewood, and Beech โ each offering a unique tonal character.
Are your instruments suitable for beginners?
Yes! We carry instruments for all levels โ from beginners to professional players. Each product listing clearly indicates the level it is suited for.
๐ Free Gifts
What free gifts are included with my instrument?
Every instrument order comes with a free gift package that typically includes:
- Soft bag or gigbag case
- Picks (Risha)
- String set
Exact contents may vary by instrument โ please check the individual product page for details.
๐ณ Payment & Orders
What payment methods do you accept?
All payments are processed securely via Stripe. We accept the following payment methods:
- ๐ณ Credit & Debit Cards (Visa, Mastercard, Amex)
- ๐ต Google Pay
- ๐ Apple Pay
Your payment information is always encrypted and secure.
Can I cancel or change my order?
Please contact us as soon as possible if you need to cancel or change your order. Once the instrument has been dispatched, we may not be able to make changes.
๐ Returns & Refunds
What is your return policy?
We have a 30-day return policy. You have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition as received โ unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.
How do I start a return?
Contact us at orninamusic.com@gmail.com to request a return. If accepted, we will send you instructions on how and where to send your package. Items sent back without prior approval will not be accepted.
Who pays for return shipping?
The customer is responsible for return shipping costs. As our instruments are large and heavy, we recommend using a tracked shipping service to ensure your return arrives safely.
Are there any non-returnable items?
The following items cannot be returned:
- Custom or personalised products
- Sale items or gift cards
- Items not in their original condition
What about exchanges?
The fastest way to exchange an item is to return it and, once the return is accepted, place a new order for the item you want.
When will I receive my refund?
Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. If more than 15 business days have passed since approval, please contact us at orninamusic.com@gmail.com.
What if my instrument arrives damaged?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and make it right as quickly as possible.
European Union customers
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, under EU consumer law.
๐ฉ Contact Us
How can I get in touch?
You can reach us at orninamusic.com@gmail.com. We aim to respond to all enquiries within 24โ48 hours.