FAQ EN

How do I get my goods?

We have spared no effort to realise the most efficient and best webshop in Switzerland for musical instruments and music equipment. We are firmly convinced that we are the quickest and best place to find the product you want. We also offer you other ways to find your product. The majority of our customers search for and select products online and have the goods conveniently delivered to their homes. The payment options are described under "Payment". You can also order online and collect your order from the shop. As soon as the order has been prepared by the sales department, you will be informed that the goods are ready for collection. In the shop you can pay in cash, with EC or Postcard or by credit card etc. as normal. Directions and opening hours can be found in the "About us" section.

If you are not quite sure about a product and would like some advice, just give us a call and ask our competent sales staff. If you do not wish to pay by credit card or Postcard, you can then place the order directly with the seller.

I can't find the product I want in the webshop?

If you would like to order a product that you cannot find on our webshop, simply contact the sales department. We can actually get everything! As a leading specialist shop, we can also offer you special solutions that are not available anywhere else.

Do I pay the same prices in the online shop as in the shop?

No matter whether you shop in our "real" shop or in our "virtual" shop, you always get the same prices. Economy shipping is free from CHF 150. For Priority incl. registered mail we charge CHF 16. Even if you order 3 pallets of goods, this flat rate applies per order (no matter how many or how heavy the items). These postage flat rates do not cover our costs by a long way, but they help to keep our prices fair, especially for those collecting items from our shop. The public service provided by Swiss Post, which we also value, is unfortunately not free for anyone.

Why are House of Sound's prices so low?

We are one of the largest retailers on the Swiss market and can negotiate better conditions than our competitors through targeted bulk purchases. We pass these discounts on to our customers because we believe that everyone should get the best possible price. In addition, our motto is "lean and mean", which means, for example, that we only try to use highly efficient advertising and operate lean logistics. This principle has made us well-known and successful and we will continue to do everything we can to offer you the best possible prices!

You offer a low price guarantee - but I have found a better price from another supplier!

We always try to get the best deal and will honour any price if possible. Just ask us! Nevertheless, it happens from time to time that a competitor offers a better price. If it is not an emergency sale, miscalculation, etc., we will honour the price if possible.

Currently, many dealers from abroad are posing as Swiss companies with .ch domain addresses and prices in CHF. The possible costs for returns in the event of warranty/repair cases immediately cancel out the marginal price advantage. Be aware of where exactly you are shopping.

If you have found a lower price, find out whether it is an authorised specialist dealer, whether it is an original product, whether the warranty is also 3 years and whether it is a comparable dealer at all. You will often realise that very few online retailers are professional companies. Especially on price comparison platforms, there are dealers who only exist on paper, if at all, and who only have a web shop. House of Sound has been around since 1998, in real life and you can come and see them....

Do I get a better price if I buy large quantities?

In principle, we always try to offer the best possible price. However, we also get better conditions when we purchase larger quantities. So please ask. It costs nothing to ask!

What payment options are available to me?

Payment on collection
If you would like to pay for the goods when you collect them from our shop, the following payment methods are available to you: Cash, prepayment, Maestro, Postcard, Master- & Visacard. Only goods that we have in stock as standard can be ordered for payment on collection. All other items must be paid for when ordering.

Credit card/Postcard
You can pay directly when ordering by credit card (Mastercard & Visa) or by Postcard. You authorise us to debit the amount upon delivery. We will debit the amount the next morning. If we are unable to fulfil the order for any reason, we will credit the amount back to your credit card or Postcard! For security reasons, we can only process card payments via our webshop or in-store. Credit card details are not stored.

Our card provider Yellowpay guarantees the highest possible security using the latest encryption technology. Your payment is in safe hands with us!

Due to various recent cases of credit card fraud, we have restrictive security settings regarding the country of issue of the card and the country of the IP address. It can therefore happen that transactions are not authorised even though everything is in order. Please contact us or process the transaction via Paypal.  Paypal has a worldwide security database and therefore has a higher tolerance.

Paypal
As with credit card payments, you can also pay conveniently with PayPal. After placing the order you will be forwarded directly to Paypal to make the payment.

Prepayment
You transfer the amount to our postal account and we will send you the goods immediately, provided they are available from stock. You can speed up the process with a payment confirmation. (See: Can I fax or email the payment confirmation....) Please note that a bank transfer can take up to 4 working days.

Cash on delivery

You pay the invoice amount directly to the postman and receive the order. This service will be charged at CHF 15 according to the costs of Swiss Post. You will also be charged the same. This service gives customers the security of knowing that they will only pay when the goods arrive.

Customers who do not accept a cash on delivery shipment without good reason and do not respond to our subsequent contact will no longer be supplied by cash on delivery without an announcement from House of Sound - the orders will be deleted/cancelled.

Reason: We pay the postage + CHF 15 NN fee + return postage, which can immediately amount to CHF 70 for a bulky product, for example. Please do not order cash on delivery if you are not sure that you want/can pay for the product. We will be happy to advise you - also on the phone.

Can I also purchase goods on account?
We only offer payment on account to schools, government offices, public institutions and large companies. If you fulfil these criteria, you can create an account in the webshop and then contact us (info@houseofsound.ch or Tel: 061 281 10 20). Your account must then be set up once by us for B2B & invoice payment, so that you have the "invoice" payment option immediately in future.

Can I email a payment confirmation and receive the goods sooner?

If you pay in advance, you have the option of sending us a confirmation of payment. If possible, the sales department will ensure that the goods are dispatched immediately. However, please be aware that in the event of non-payment, this will be considered a deliberate deception (fraud) and may be reported to the legal department. For this reason, we reserve the right to delay delivery until actual receipt of payment in the event of questionable payment confirmations without feedback.

Purchase by instalment
We offer payment by instalments via an external financial service provider. This involves fees and interest. You receive the goods from us and pay the instalments to Unzer/Payolution or MF Group.

You select the financing partner (MF Group or Payolution) in the checkout and an online credit and address check follows. Financing is not granted in every case. If you have any queries, please contact the financial service provider:

Payolution:

Payolution -contact: info-vie@unzer.com 

Please only use the following account information for payments to Payolution. When paying in advance to House of Sound, please do not transfer to this account under any circumstances!

Account holder:

Bank Frick & CO. AG
IBAN: LI36088110650002K018C
BIC: BFRILI22XXX

General terms and conditions for hire purchase

Data protection provisions for hire purchase

 
We ask for your understanding that for organisational and legal reasons we cannot offer you any other form of payment for purchase on account / payment by instalments.

Why am I receiving a payment reminder - I have already returned the goods to the retailer?

In individual cases, there may be a time overlap between processing returns and sending a payment reminder or overdue notice, as we are also dependent on third parties here. If you have already returned the goods, we ask you to consider the letter as irrelevant and apologise for any inconvenience caused. There is no general right of return. Please arrange a return with House of Sound in advance.
 
 
Why do I receive a payment reminder - I have already paid for the goods?

In individual cases, there may be a time overlap between receipt of payment and dispatch of a payment reminder or reminder, as we are also dependent on third parties. If you have already transferred the invoice amount, we ask you to consider the letter as irrelevant and apologise for any inconvenience caused. 
 
 
Why do I receive a payment reminder from payolution?

Payolution works with us as an external specialist for invoice and instalment purchases.

I have transferred money directly to House of Sound - what now?

Please contact us so that we can process the case quickly.

I have received a payment reminder or overdue notice but no invoice - why?

Please contact House of Sound on 061 281 10 20 and we will be happy to help you.

I have received an invoice / payment reminder / overdue notice but no goods - how do I get the goods?

Please contact House of Sound on 061 281 10 20 and we will be happy to help you.

I have placed an order, when can I expect delivery?

The most important indicator of delivery speed is the availability indicator, which can be found with every item. If it says "in stock in Basel" then the item is available immediately. 

We receive information from some suppliers as to whether the item is in stock. If we do not have the item in stock, but it is available from the supplier, it says "available from supplier". We can then order the article within a relatively short period of time.

There are also suppliers who do not give us any information - in this case we can clarify the expected delivery date for you.

Now you can imagine that a lot can come between the supplier and us or between us and you. For example, another customer may have "snatched" the item from under your nose, or the post office may have misdirected the parcel. This can lead to delays. However, our sales staff always endeavour to have an order ready for dispatch within 24 hours and, if the order is placed by 4 p.m., to dispatch it on the same day. Our stock levels are constantly updated - but errors can still occur.

Goods that are bulky and large are delivered by a forwarding agent, which is why we usually need 1-2 days longer than usual. Please note that delivery by a haulage company is only carried out after the haulage company has been notified by telephone and it is best to provide a telephone number where you can be easily reached.

From experience, we recommend that urgent orders be paid for by card.

Are the goods insured?

Economy consignments are insured up to CHF 500 - can be insured up to CHF 10,000 for an additional charge.

Priority consignments are insured up to CHF 1500 - can be insured up to CHF 10,000 for an additional charge.

Delivery details:

On stock in Basel

Item is in stock in our Basel warehouse and can also be collected from the shop. Please note that delivery may take some time.

Available from stock supplier
According to information that is mostly updated daily, the item is available from our supplier and can therefore be delivered safely and quickly (errors excepted)!

According to date
We have received a delivery date for this item and can most likely deliver at this time. The dates are rarely exact to the day.

Available to order
We have no information that the article is not available, but we also have no information as to whether it is in stock at the supplier. The approximate procurement time is the time it takes when we order the item from our supplier. The normal delivery times (Eco, Prio, Express etc.) are then added when the item is delivered.

Not on stock
According to information that is mostly updated daily, this article is also not available from our supplier and a delivery time is difficult or impossible to estimate.

I have received my order but the device does not work - what should I do?

All products that we sell go through several test stations. Most products are checked by the manufacturer and the distributor in Switzerland before delivery. In addition, the items are carefully checked for any transport damage when they are delivered to us. In this way, we can guarantee that the error rate is kept extremely low. Nevertheless, it can happen that a device is faulty or does not work right from the start. In this case, you should contact us immediately and we will take care of your problem without delay. We ask you to check every parcel you receive to see if it has been damaged in transit. If this is the case, please contact your post office immediately, as Swiss Post is responsible for damage during transport. The deadline for reporting transport damage is 7 days.

Can I return the device within a certain period?

For all items that we keep in stock as standard, we grant a right of return within 7 working days, provided the item is returned in unused condition in the unopened original packaging. The amount will be refunded to you (excluding postage). We reserve the right to offer certain stock items without the right of return. Items that are specially ordered for the customer are excluded from the right of return.

Items that have been tested and or returned incomplete with opened packaging will not be taken back or only with a discount determined by us. We cannot and may not sell such items as new. It makes sense to contact us before returning an item.

Please note, however, that there are items for which we cannot offer a right of return. These are software requiring registration, updates, wearing parts and devices that have been specially configured for you.

How long is the guarantee period?

House of Sound offers a minimum 3-year guarantee. As most manufacturers in Switzerland only offer a 1-2 year guarantee, we extend the manufacturer's guarantee. This means that we will have the device repaired and settle the bill for you! The reason for this is simple. We are convinced of the products we sell!

Please note that our guarantee is always a "bring-in" guarantee. This means that the item must be sent to us at your expense or brought to our shop. Logically, however, we will cover the cost of returning the repaired product to you. The free return of warranty repairs does not apply to devices heavier than 30 kg; these must be collected from us after the repair. Further information can be found under the heading "Warranty & Repair". 

Wearing parts (e.g. faders, pots and needles) as well as software, bags and T-shirts are excluded from the warranty.

For manufacturers who offer a warranty of more than 3 years, the warranty is of course correspondingly longer.

All manufacturers of the products you buy from us generally exclude wearing parts from the guarantee. If in doubt, read the manufacturer's warranty conditions to see whether you have a warranty on a particular component or ask the sales department.

My appliance is faulty! What should I do?

Everything is explained in detail under the heading "Warranty & repair". If you have any further questions, please contact the sales department.

I bought an item from you, but I can't get the device to work or install it?

All sales staff at House of Sound have been working as musicians or sound engineers for many years and therefore have a lot of experience in dealing with a wide range of products. That's why we always try to help you to solve a problem. But don't be angry with us if we can't solve every problem straight away. If a problem cannot be solved by the sales department, you can always contact the manufacturer. The sales department will be happy to provide you with the relevant contact information. In principle, every customer is entitled to 15 minutes of product clarification. Beyond this, our normal support rates apply.

Que fait House of Sound pour l'environnement ?

Une taxe anticipée de recyclage (TAR) a été payée sur tous les produits que nous vendons. Certains commerçants demandent à leurs clients de payer cette taxe en plus. Chez nous, il n'en est pas question ! Chez nous, la TAR est incluse dans le prix. Et si vous n'avez plus besoin de votre mixeur ou de votre amplificateur défectueux, vous pouvez nous le remettre gratuitement. Plus d'informations sur www.swico.ch