Payment and shipping

Hello dear UK customers, some things have changed since Brexit:

The prices for the UK in our shop are now net (VAT-free), however, please keep in mind that you will be charged the UK VAT through the customs duties upon arrival of your order in the UK. To see the correct prices on our website, simply log in to your account or create a new account indicating the UK as delivery country.

How do the customs work?
We will include all necessary documents for a smooth customs transaction and put them in an envelope on the outside of your parcel(s). You will see an update in your tracking when your order has arrived to the UK and is marked as "in customs". You might see a second link by one of DHL's partner companies in the UK (Parcelforce or Royal Mail) with more details on the whereabouts of your order. Please note that you need to actively contact Parcelforce to pay the customs duties when the tracking says "parcel awaiting customs clearance". Each parcel contains a separate invoice and needs to be cleared separately.

What do you need to do?
You are responsible for completing any necessary actions regarding customs for your order. Customs will hold your order for about a week, if the charges aren't settled, they will send your parcel pack to us at a fee. To pay the customs charges, you need a 17-digit reference number which you should receive either by post or as a digital notification from Parcelforce; If you can't find your customs charge letter, or didn't receive it, please call their Customer Service team on 0344 800 4466.*

How to pay customs charges - click here
Processes and phone numbers can change, so please just google "customs duties UK* helpline or dhl / parcelforce uk customs phone number".

General information about importing goods to the UK*:
https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

We recommend keeping a close eye on the tracking details at all times and contact us immediately if you need help.
Please see our FAQ for general information about orders and don't hesitate to get in touch if you have any doubts or questions.

*We are not responsible for third party links, their content and their being up-to-date.
Please note that the delivery times given are approximate and are based on the average delivery times indicated by DHL (2023)

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Shipping information:
All orders are processed by us without delay. You will be notified that your order has been shipped by receiving a separate tracking link for each box. For international orders to non-EU countries, longer delivery times are possible and customs procedures are involved. We will include all customs documents for a smooth transaction, however, have no control over their processing times. Please make sure to read your tracking information for all details and contact us if you have any questions.

Shipments to the UK with DHL International Economy :
Seasonal delays. Regular shipping time approx. 4-6 business days + customs process. (non-seasonal).

Shipments to the USA with DHL International Economy / USPS:
Seasonal delays. Regular shipping time approx.10 business days + customs process (non-seasonal). Please expect up to 6 weeks during the busy Christmas season.

Shipments to AUS and NZ with DHL International Economy:
Please expect seasonal delays. Orders to Australia and New Zealand are shipped via sea freight, approximate delivery time is 15-20 business days (non-seasonal).

Other regions possibly permanently affected by delays and long transport times:

  • Canada: sea freight only, please expect 12 weeks delivery time. Please expect seasonal delays.
  • Israel**
  • parts of Central- and Southamerica and some regions of Asia.

Please expect longer delivery times due to most air freight being diverted via sea freight since the Pandemic as well as long waiting times on local customs. Please consider these delays when ordering to avoid any disappointment. We apologise for any inconvenience.

* We are not responsible for third-party links and their topicality and functionality.
** Due to the current events in Israel, considerable delays in transit times have to be expected for shipments to Israel. In light of the currently volatile situation, we kindly ask for your understanding that we are unable to provide a reliable forecast of the specific effects.

 

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GENERAL SHIPPING INFORMATION

  • All instruments and accessories marked on our website as "in stock" are in stock in our warehouse in Germany.
  • We ship daily on business days at 14:00 (GMT+1).
  • Orders received and paid by noon on shipping days will be shipped the same day.
  • Delivery time is 2-5 business days if you order from the EU mainland.
  • Please note that the delivery times to islands may take longer, even though they are part of the EU.
  • In case the ordered quantity of an item is not in stock, we will contact you as soon as possible.
  • We ship our goods with DHL and some larger items are shipped as bulky goods with DPD.
  • Tracking details will be provided, please monitor them to see your delivery details.
  • We take care of sufficient and adecuate packaging for shipment, however, transport damages can happen. Please check your order immediately upon arrival and see our FAQ how to proceed in case you detect a damage.
  • All shipments are insured against loss and damage until they are handed over.


Information for deliveries to Non-EU countries:
All goods are shipped from our warehouse in Germany. Deliveries to non-EU countries might be subject to additional customs, taxes and fees due in the country of destination. Please be aware that you are responsible for all costs and fees incurred through customs. We will include all necessary documents for a smooth customs transaction and put them in an envelope on the outside of your parcel(s). You will see an update in your tracking when your order has arrived to your country and is marked as "in customs".
Delivery times to non-EU countries can differ from the indicated period on our website as customs may cause delays which unfortunately we have no influence on. Please keep an eye on your tracking at all times and contact us if you have any questions.

Shipping costs within Germany: Orders above € 99.00 are free of charge. Up to an order of € 99.00 a shipping fee of 7,00 € per order will be charged.

Bulky goods surcharge: 16,- EUR per parcel.

   
International shipping fees / flat-rates per order (excl. berimbaus):
10,00 Euros per order Belgium, Netherlands (EU1)
12,50 Euros per order Denmark (incl. Faroe Islands), Italy, France, Luxembourg, Liechtenstein (EU2)
15,50 Euros per order Spain, Malta, Poland, Sweden, Czech Republic (EU3)
17,50 Euros per order Finland, Greece, Ireland, Portugal, other EU countries (EU4)
17,00 Euros per order Austria (price increase due to packaging licence from 09/2023)
 Bulky goods shipping shipping surcharge 20€ per parcel for all EU countries, except Germany.
 
Shipping rates and product prices to Switzerland (Zone 1): Shipping costs to Switzerland are 20€ per box (maximum 30kg per box, gross weight).
All product prices are invoiced without the 19% German VAT charges within the EU.
 
International delivery worldwide (non-EU countries):

Zone 3 

United Kingdom

The shipping costs are 18€ per order.


Zone 3 
Russia

The shipping costs are 22,00€ per box (maximum 20kg per box) in addition to 1,60 € per kilo weight.


Zone 3 
Norway, Iceland, Gibraltar, Mazedonia, Serbia, Belarus, Ukraine 

The shipping costs are 12,30€ per box (maximum 30kg per box) in addition to 1,10 € per kilo weight.


Zone 4 
Israel*, Algeria, Morocco, Turkey, Georgia
Due to the current events in Israel, considerable delays in transit times have to be expected for shipments to Israel. In light of the currently volatile situation, we kindly ask for your understanding that we are unable to provide a reliable forecast of the specific effects.

The shipping costs are 24,00€ per box (maximum 30kg per box) in addition to 1,50 € per kilo weight.
DHL transport surcharge*: EUR 0,30 per kilo weight.


Zone 5
USA, Canada, Singapur, Mexico, Japan, China, Hong Kong, Malaysia, South Korea, Taiwan, Puerto Rico, Philippines, United Arab Emirates, IndiaJordan, KazakhstanUzbekistan, Vietnam

The shipping costs are 23,00€ per box (maximum 30kg per box), in addition to 2,70 € per kilo weight.
DHL transport surcharge*: 0,90 EUR per kilo weight.


Zone 6 
New Zealand, Australia, Chile, Brasil, French Guiana, French Polynesia, Tanzania, Costa Rica, Argentina, Uruguay, Paraguay, Colombia, Martinique, Madagascar, Panama, Peru, Réunion, South Africa

The shipping costs are 29,50€ per box (maximum 30kg per box), in addition to 3,30 € per kilo weight.
DHL transport surcharge*: 1,90 EUR per kilo weight.

 

DHL transport surcharges differing from the zone price (per kilo weight)
Australia, New Zealand: 2,70 EUR
Chile: 3,90 EUR
USA, Canada: 1,60 EUR
China, Hong Kong: 0,50 EUR

 

*Different DHL transport surcharges apply for individual countries

 

Information on customs duties and tariffs:
https://ec.europa.eu/taxation_customs/select-language_en

For Switzerland:
http://xtares.admin.ch/tares/login/loginFormFiller.do?l=en

For the UK:
https://www.gov.uk/import-goods-into-uk

 


Payment

To pay your order, you can choose between the following options:

prepayment by bank transfer This option is only available for EU customers. Please find our bank details on your order confirmation; Your order will be shipped after the payment is confirmed in full by our bank. The amount is payable within 10 days after contract conclusion. The reservation will expire after this period and the order will be cancelled.

PayPal
During the ordering process you will be forwarded to PayPal's website and guided through the payment process. You will be redirected safely to the PayPal site at check-out. You can log in to your PayPal Account or pay as a guest. The transaction is transferred to our PayPal account info@kalango.com immediately.

Credit Card
With the submission of the order, you provide your credit card details. After your identification as the legal cardholder, the payment transaction is automatically carried out and charged to your card.
Google Pay 
In order to pay the invoice amount via Google Pay, you have to be registered with the service provider Google, must have activated the Google Pay function, identify yourself with your access data and confirm the payment order. The payment transaction will be carried out directly after submission of your order. Further information can be found during the ordering process.
Apple Pay 
In order to pay the invoice amount via Apple Pay, you have to use the „Safari“ browser, be registered with the service provider Apple, must have activated the Apple Pay function, identify yourself with your access data and confirm the payment order. The payment transaction will be carried out directly after submitting your order. Further information can be found during the ordering process.

The billing is carried out by: 
Stripe Payments Europe, Ltd., 1 Grand Canal Street Lower, Grand Canal Dock, Dublin
and
Stripe Payments UK, Ltd., 7th Floor, The Bower Warehouse, 211 Old Street, London EC1V 9NR, United Kingdom (“SPUKL”)

by Invoice This option is only available for preexisting customers with a registered customer account in Germany. Bills are payable within 14 days upon receipt of goods. We reserve the right to ask you to use a different payment method.

SOFORT by Klarna
After placement of the order, you will be forwarded to the online provider SOFORT GmbH's website. In order to pay the invoice amount via SOFORT, you must have an online banking account with PIN/TAN process for participating in SOFORT online bank transfer, identify yourself accordingly and confirm the payment instructions to us. You will receive additional information during the order process. The payment transaction will be carried out by SOFORT and debited to your account directly thereafter.
More information about SOFORT can be found here on their official homepage https://www.klarna.com/sofort/.