Help & Support

Items in a shipment can occasionally be overlooked, especially if they are packed together with other items, placed in a separate package, or wrapped in paper or foil. Please check the contents of your delivery carefully once more. If you still cannot find the item, please contact us using our help form:

We are sorry if there has been a problem with your delivery. To help us process your complaint quickly, please use the help form:

• Problem with tubes: If you are having problems with tubes, please first check our Tube FAQ – it often provides a quick solution.
• Problem with a faceplate: Some faceplates have a protective film applied to the surface. This film should be removed before using the faceplate.
• All other items: Please contact us directly. Use our "Item Problem" form, as it requests the information we need to process your request efficiently. Please complete the form in full, including a clear and detailed description of the problem.

Unfortunately, transport damage cannot always be avoided. In the event of transport damage, clear documentation is important, ideally with photos showing the damage clearly. To help us process the complaint quickly, please use the help form:

Once an order has been submitted through the shop, it can no longer be supplemented or changed. Our system is designed for automated processing so that orders can be shipped as quickly as possible. Please make sure your order is complete before submitting it.

To view the status of your order, log in to your shop account and open the "Your Account" page. There you will find all your orders and their current status. Open the details of the relevant order to find the tracking number, provided the shipment was sent with a carrier that supplies tracking information.
When your order is shipped, we will also send you an email containing the corresponding invoice as a PDF and further information. In addition, the carrier will usually send a separate email with shipment and tracking information.

If you experience a payment problem, such as a cancelled payment process or a duplicate payment, please use the help form:

We currently offer the following payment methods:

• Advance payment / bank transfer
• Credit card
• PayPal
• Giropay
• iDEAL (NL only)
• Przelewy24 (PL only)

After completing your order in our online shop, we will send you an email containing our bank details. Please transfer the invoice amount to the account stated in that email. Please also note that we cannot reserve the goods for you. To increase the likelihood that your selected items remain available, please make the payment as soon as possible. If payment is delayed, individual items may sell out in the meantime.

The prices displayed in the shop initially include the VAT rate currently applicable in Germany. As VAT rates vary between countries, the price is adjusted to the VAT rate applicable in your delivery country. This adjustment can only be made once the destination country of your shipment is known. For this reason, the displayed price may change after you log in.

An overview of shipping costs and the available shipping methods can be found here:

To withdraw from an order, please use our withdrawal form. Please note that returned goods must be sent back to us with postage paid. We cannot accept unpaid shipments for logistical reasons. Please also make sure the goods are packed securely and properly to avoid damage during transport. In principle, the right of withdrawal applies to all items we offer, except products made to customer specifications. This also includes items that have been installed, such as speakers or transformers. However, installed or used items may be subject to a reduction in value. Please therefore handle the goods carefully and return them to us in proper condition.
You can access the withdrawal form here:

If you have a valid VAT ID, you can enter it in your account settings. The shop checks whether the VAT ID is valid and automatically adjusts the price where applicable. A VAT ID always starts with the country code, for example DE for Germany.

• For consumers and businesses in Germany, the currently applicable German VAT rate applies. No additional customs charges are incurred.
• Consumers in EU countries pay the VAT rate applicable in their country, which is calculated automatically. No customs duties apply to shipments within the EU.
• Business customers in other EU countries with a valid VAT ID may receive the shipment without German VAT, provided the legal requirements are met. Taxation then takes place in the destination country. If no valid VAT ID is available, the order is treated in the same way as an order from a consumer.
• Consumers and businesses outside the EU generally do not pay German VAT. However, import VAT, customs duties or other fees may be charged when the goods are imported into the destination country.
  The shipment includes the documents required for customs clearance and import. Where possible, we also transmit the relevant data electronically during export to facilitate the import process. The exact amount of taxes, customs duties and fees depends on the regulations of the destination country.

Here are some additional questions we are frequently asked:

• Is there a minimum order value?
  • No, except for Great Britain.
• Does the right of withdrawal also apply to speakers?
  • In principle, yes. The right of withdrawal also applies to speakers. However, speakers should be installed and handled carefully for testing so that they are not damaged. For example, clamps can be used for temporary mounting so that the metal basket and mounting holes are not scratched or damaged. The electrical connection should preferably be made using plug connectors rather than soldering, as solder cannot be removed completely. Screwing speakers into place or soldering the connections may leave signs of use and can result in a reduction in value.
• Are all items in stock?
  • As a rule, the items listed in the shop are available in sufficient quantities unless otherwise stated. If the required quantity is not available, the shop will indicate this. Please note that with advance payment, availability may change before your payment is received and an item may sell out in the meantime. In this case, we will contact you by email.
• Can I order cash on delivery?
  • No, this payment and shipping method is not available.
• I only need a few resistors. Can you send them in an envelope to save on shipping costs?
  • No. For liability reasons, we only ship using an appropriate shipping method with tracking and/or insurance where available for the selected service.
• I forgot my password or login details. How can I recover them?
  • You can reset your password using this link: "Forgot password"
• What are the warranty and statutory warranty conditions?
  • The statutory warranty provisions apply.
  • The statutory warranty does not cover normal wear and tear or defects that arise after delivery due to external influences, operating errors or improper handling of the item by the customer.

Please use our contact form: